Support

I’m a new user, how do I sign in for the first time?

When you sign in for the first time, you will use your Member Card® number, your date of birth, and a valid cell phone number or email address.

Step 1: Sign in using your debit card
This is the number on the front of your Member Card

Step 2: Verify your identity
You will need to enter your date of birth and either your mobile phone number or the email address that we have on file for you. You will receive a verification code either through a text message or email. Enter the code you receive on the verification pop-up window and click ‘Confirm’.

Step 3: Set up a new username
Enter a new username (username cannot be your debit card number and avoid using your name). Choose something unique to you and something that you can easily remember because once you create it, you can not change it.

Your username can be up to a maximum of 35 alphanumeric characters. Special characters are optional. Going forward, this is what you will be using to sign in.

Step: 4 Set up a password
Choose a password that has a minimum of 10 characters and includes:
1 Uppercase
1 Lowercase
1 number
Special characters are optional.

Step 5: Confirm sign-in details
If everything looks correct, go ahead, and click ‘Create User Profile’ to finalize your sign-in information. Going forward, whenever you sign into online banking, you will use the Username and Password you just created.
 

What if I didn’t receive my one-time password?

If you were expecting to receive your password by email, first check your spam or junk mail folder. If you don’t find it there, click resend the code on your confirmation screen to send it again. Sometimes the passcodes experience a slight delay when sent by email.

What if I receive two verification or one-time passcodes when setting up online banking? Which do I use?

If you receive two passcodes, the most recent code that was sent to you is the one that you should use.

What are the requirements for my Username?

Choose a unique username that you’ll remember easily, as once it’s created, it cannot be changed! Avoid using just your first name as it may be too simple and already in use by someone else.

• Minimum 5- Maximum 35 alphanumeric characters (A to Z, 0 to 9)
• Special characters that can be used are
  • _ (underscore)
  • . (period)
  • @ (alias)

*Username CANNOT be your debit card number*
If you try something that isn’t accepted, it likely means someone else has already chosen that username.

What are the online banking password requirements?

Password must be minimum of 10, maximum 35 characters and include:

• Minimum 1 lowercase
• Minimum 1 uppercase
• Minimum 1 number

Special characters are optional.

Can two people use the same email address or mobile phone number for access?

Yes! Two people can use the same email address or mobile phone number. Be aware that when one person is using online banking and receives a one-time passcode (OTP), both parties will receive that OTP.

I don’t have an email address or mobile phone. Can I still access online banking?

In order to access online banking, an email address or mobile phone number is required to receive the one-time passcodes (OTPs) for security purposes. Several providers offer a free email account.

Can I change my username?

No, once you’ve created a username, you won’t be able to change it.

I forgot my username; can I still use online banking?

Yes! On the sign in screen click ‘Forgot Username or Password’ and choose ‘Recover Username’. You will then be guided through some simple steps to recover your username. If you run into any problems, contact your legacy credit union (listed below) or your local branch, and one of our advisors would be happy to help you.

Legacy Cypress Credit Union
1.877.353.6311

Legacy Diamond North Credit Union
1.855.862.4242

Legacy Prairie Centre Credit Union
306.882.7228

Do I have to type my PAN/debit card number every time I login?

The good news is no, now you will always sign in with your username.

What is the secure messaging feature?

Our secure messaging service allows you to communicate with us from within the online banking system and is only available after you have signed in. You may include account numbers and any other information that may help us better assist you with your questions. Please use the messages feature within online banking instead of sending personal information through email channels.

Web Browser:

Legacy Cypress

1. Navigate to ‘My Cypress’
2. Click ‘Messages’ or you can click the envelope icon located at the top right-hand corner on your main online banking page

Legacy Diamond North

1. Navigate to ‘My Diamond North’
2. Click ‘Messages’ or you can click the envelope icon located at the top right-hand corner on your main online banking page

Legacy Prairie Centre

1. Navigate to ‘My PCCU’
2. Click ‘Messages’ or you can click the envelope icon located at the top right-hand corner on your main online banking page

Mobile App:

1. Navigate to messages by tapping on the envelope icon located at the top right-hand corner on your main screen.

I’ve locked myself out with too many attempts. What do I do now?

Please contact your legacy credit union (listed below) or your local branch and one of our advisors would be happy to help you.

Legacy Cypress Credit Union

1.877.353.6311

Legacy Diamond North Credit Union

1.855.862.4242

Legacy Prairie Centre Credit Union

306.882.7228

How do I download the Mobile App?

Get instant and secure access to your accounts with our mobile apps. You can download the appropriate app for your legacy credit union by following these simple steps:

Legacy Cypress Credit Union

For Apple Users:

1. Search ‘Cypress Credit Union’ in the Apple App Store
2. Look for our app icon and verify that the author of the app is Cypress Credit Union
3. Tap ‘Get’ and once installed click ‘Open’

For Android Users:

1. Search ‘Cypress Credit Union’ in your Google Play app store
2. Select the app icon and verify that the author of the app is Cypress Credit Union
3. Tap the ‘Install’ button

Legacy Diamond North Credit Union

For Apple Users:

1. Search ‘Diamond North Credit Union’ in the Apple App Store
2. Look for our app icon and verify that the author of the app is Diamond North Credit Union
3. Tap ‘Get’ and once installed click ‘Open’

For Android Users:

1. Search ‘Diamond North Credit Union’ in your Google Play app store
2. Select the app icon and verify that the author of the app is Diamond North Credit Union
3. Tap the ‘Install’ button

Legacy Prairie Centre Credit Union

For Apple Users:

1. Search ‘Prairie Centre Credit Union’ in the Apple App Store
2. Look for our app icon and verify that the author of the app is Prairie Centre Credit Union
3. Tap ‘Get’ and once installed click ‘Open’

For Android Users:

1. Search ‘Prairie Centre Credit Union’ in your Google Play app store
2. Select the app icon and verify that the author of the app is Prairie Centre Credit Union
3. Tap the ‘Install’ button

Can I access the mobile banking app with Touch ID or facial recognition?

Both fingerprint and facial recognition are available if your mobile device supports it.

You can change your log in settings under Settings > Biometric Authentication whenever you are ready to set this up.

We strongly recommend against enabling Biometric ID if anyone else has or might gain access to your device and its security password.

Does Touch ID prevent others from getting into my account?

Enabling Touch ID for mobile banking will grant access and full mobile banking functionality to any person whose fingerprints are saved on your device. We strongly recommend against enabling Touch ID if anyone else has or might gain access to your device and its security password.

Are there any shortcuts to seeing my account balances without signing in to my mobile app?

Yes, you can set up short cuts through the widget function on your mobile device by following these steps:

1. Sign in to online banking on your mobile app
2. Navigate to ‘More’ (bottom right-hand corner)
3. Tap ‘General Settings’
4. Tap ‘Widget Settings’
5. Click on the account balances to turn the functionality on and then click ‘Add Account’
6. Enter the account name you want to display
7. Select the account you want to display
8. Under ‘Balance Display’, its recommended to leave ‘Account Balance’ checked
9. Under ‘Visibility’ its recommended to leave ‘Both’ checked
10. Tap the + icon in the top right-hand corner of the screen
11. Follow the same process to add up to 2 more accounts you’d like to view

You will be able to add up to three accounts you’d like to view. If you’re sharing this device, we recommend you turn off this option.

Note: You are also able to add some of your favourite transactions as shortcuts in the widget, making it easier for you to do your banking!

How do I set up Apple Pay?

Please note that Apple Pay is not currently available for legacy Cypress Credit Union members.

iPhone: 

1. Open the Wallet app.
2. Tap in the upper right corner.
3. Follow the onscreen instructions to add your Prosperity Member Card
    

Apple Watch:

1. Open the Apple Watch app on your iPhone.
2. Go to the My Watch tab. If you have multiple watches, choose one.
3. Tap Wallet & Apple Pay and select Add Credit or Debit Card.
4. Follow the onscreen instructions to add your Prosperity Member Card.

Can I use my Apple Watch with Apple Pay?

Yes, you can add a card to your Apple Watch through the Apple Watch app on your iPhone.

What else do I need to do to set myself up?

You are required to securely identify yourself to add your debit card to Apple Pay. After adding your Prosperity Member Card to Apple Pay, you will be presented options to verify your identity either via your legacy credit union’s mobile app, or by entering a one-time passcode delivered to you via email or SMS message if you have an eligible email or cell phone number on file with us. These verification steps are designed to protect you against fraud. Once verification has been completed, you may use your Prosperity Member Card to make purchases with Apple Pay.

How do I make my Member Card my default card in Apple Pay?

If your Prosperity Member Card was not the first card added to your Wallet, you can still make it your default card. The process is different for the iPhone and the Apple Watch.

iPhone: Open the Wallet app. Go to Settings > Wallet & Apple Pay. Tap Default Card, then choose your Prosperity Member Card.

Apple Watch: Open the Apple Watch app on your iPhone. Tap the My Watch tab, tap Wallet & Apple Pay > Default Card, then choose your Prosperity Member Card.

Will I have to sign a receipt or enter a PIN when paying with Apple Pay?

No. Apple Pay purchases are authenticated using Face ID or Touch ID.

My device was lost or was stolen and I want to delete my card. What do I do?

If you believe your device or Apple Pay card information has been lost, stolen or compromised in any way, call your legacy credit union (listed below) right away.

For an iPhone, you can use the Find My iPhone app to temporarily suspend or permanently remove the ability to make payments from your device, even if your device is offline. If you suspend your Prosperity Member Card using Find My iPhone, you can reactivate your card by unlocking your device and entering your Apple ID Passcode when prompted. For any supported Apple device, you can always go to icloud.com/settings, choose the applicable device and delete your card.

Legacy Diamond North Credit Union
1.855.862.4242

Legacy Prairie Centre Credit Union
306.882.7228

I’m having trouble with Apple Pay. Who do I contact?

If you are having difficulties with Apple Pay, please contact your legacy credit union (listed below) and we will be happy to answer your questions.

Legacy Diamond North Credit Union

1.855.862.4242

Legacy Prairie Centre Credit Union

306.882.7228

Please note that Samsung Pay is not currently available for legacy Cypress Credit Union members.

How do I set up Samsung Pay?

Samsung Pay comes pre-installed on most recent Samsung phones. If you don't have the app, you can download it from Galaxy Apps or the Google Play store.

You’ll need to be signed in to your Samsung account to use Samsung Pay.

1. Open Samsung Pay and register your Samsung Pay PIN.
2. Follow on screen instructions to add your Prosperity Member Card and then select your preferred method to verify the card.
3. Select your desired security or authentication options. You’re all set to start using Samsung Pay!

What else do I need to do to set myself up?

You are required to securely identify yourself to add your debit card to Samsung Pay. After adding your Prosperity Member Card to Samsung Pay, you will be presented options to verify your identity by entering a one-time passcode delivered to you via email or SMS message if you have an eligible email or cell phone number on file with us. These verification steps are designed to protect you against fraud. Once verification has been completed, you may use your Prosperity Member Card to make purchases with Samsung Pay.

How do I make my Prosperity Member Card my default card?

You do not have the ability to set a default card in Samsung Pay. The last card used or viewed would be the card defaulted for payment. You can swipe left and right to scroll through your payment cards and select the one you want to use for payment.

Will I have to sign a receipt or enter a PIN at the POS terminal when paying with Samsung Pay?

No. Samsung Pay purchases are authenticated using fingerprint, iris scan or PIN code on your device.

My device was lost or was stolen and I want to delete my card. What do I do?

If your device has been lost or stolen, call your legacy credit union immediately (listed below)  to remove your card from Samsung Pay. You can also log in to Find My Mobile and select Erase Data to permanently remove all data, including any payment cards enabled in Samsung Pay.

Legacy Diamond North Credit Union

1.855.862.4242

Legacy Prairie Centre Credit Union

306.882.7228

I’m having trouble with Samsung Pay. Who do I contact?

If you are having difficulties with Samsung Pay, please call your legacy credit union (listed below) and we will be happy to answer your questions. If you are having issues with your Samsung device, please contact Samsung directly at 1-844-SAM-PAYS (1-844-726-7297).

Legacy Diamond North Credit Union

1.855.862.4242

Legacy Prairie Centre Credit Union

306.882.7228