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LBCDirect

1.What can I do with LBCDirect?

With LBCDirect, you can:

  • View your accounts
  • Set up CRA Direct Deposit
  • View and download e-statements
  • Pay bills and schedule payments
  • Transfer funds between accounts
  • Send and receive Interac e-Transfer®
  • Order cheques
  • Link an external account
  • Manage contact information and communication preferences
  • Download a void cheque
  • And many more!

Interac e-Transfer is a registered trademark of Interac Corp. Used under licence.


2.When is LBCDirect available?

This service is available 24 hours a day, 7 days a week, except for some short periods necessary for system maintenance.


3.Are there fees associated with using LBCDirect?

LBCDirect is a free service offered to all Laurentian Bank customers. Please check My Money (Personal) and Fee Schedule (Commercial) for fees and banking plans.


4.Is LBCDirect accessible on my tablet or mobile phone?

Yes, LBCDirect is available on desktop, mobile and tablet browsers. LBCDirect will adjust to the screen size of all your devices.


5.What accounts can I access via LBCDirect?

Once logged in to your account, you can view:

  • Personal Deposit Accounts
  • Lines of Credit
  • Laurentian Bank VISA Credit Card
  • Mortgage Loans
  • Personal Loans
  • Investment Products and Non Registered Account
  • RSP, RRIF and LIF Accounts

6.How do I navigate around the homepage?
  • The homepage is defaulted to the Account Summary view. On this page, you can find account information, including account balances, login details, scheduled bill payments and transfers.
  • Navigate to the left toolbar to access:
    • My Accounts
    • Pay Bills
    • Transfers
    • Request Forms
    • Messages
    • My Profile
  • Within each main feature, select and view the sub-menu to access more banking features.
  • If banking on a tablet or mobile phone, access these options via the hamburger menu.

7.How do I view my account information?

To view your account information, navigate and select “My Account” located on the left toolbar. Using the sub-menu, you can view your account summary and transaction history. If applicable, customers can also add Assur-Payment, set up CRA Direct Deposit and be directed to Investor Access.


8.How do I make a bill payment?

To pay bills, navigate and select “Pay Bills” located on the left toolbar. Using the sub-menu, you can pay bills, schedule payments, add or manage your payees and access Declaration and Government Remittance services.


9.How do I transfer funds?

To transfer funds, navigate and select “Transfers” located on the left toolbar. Using the sub-menu, you can transfer funds between your Laurentian Bank accounts and program recurring transfers. You can also send out Interac e-Transfer® by selecting “Send INTERAC e-transfer” and manage recipients by selecting “My Recipients”.


10.How do I order cheques?

To order cheques, navigate and select the “Request Forms” located on the left toolbar. Using the sub-menu, select “Order Cheques”. Please note, this is available only for personal banking customers


11.How do I link an external account?

To link an external account, navigate and select the “Request Forms” located on the left toolbar. Using the sub-menu, select “Link an External Account”. Please note, this is available only for personal banking customers.


12.How do I view my Investor Access account?

To view your Investor Access account, navigate and select "My Account" located on the left toolbar. Using the sub-menu, select "Investor Access". The login page for Investor Access will open in a new browser tab. Log in using your Investor Access User ID and Password.


13.How do I change my profile and contact information?

To update your personal information, navigate and select “My Profile” located on the left toolbar. Using the sub-menu, you can update your contact information, change your password and 2-Step Verification information, disable Quickview from the mobile app, and manage your communication preferences


14.I made a mistake with a bill payment made through LBCDirect. What should I do?
  • If you notice a mistake in a bill payment, call one of our advisors at the Telebanking Center at 1-800-252-1846, any time of day, seven days a week. It will be their pleasure to help you.
  • To facilitate processing of your request, have the following information on hand:
    • Name of the company who received the payment;
    • The transaction amount;
    • The transaction confirmation number;
    • The date and time of the transaction.

15.How do I end my session on LBCDirect?

When you are done banking, always remember to securely sign out of your account by selecting “SIGN OUT” at the top right of the screen.


16.Where can I find more help on LBCDirect?

For quick assistance during a session, select the question mark icon located to the right of the screen. Find answers to frequently asked questions and helpful tips to get you back to banking.


17.What is 2-Step Verification?

2-step verification is one of the safest ways to protect your account from fraud. It adds an extra layer of protection to your account by confirming that you’re the person trying to log in.

The first time you log in to LBCDirect or the mobile app, you’ll be prompted to set up 2-step verification automatically.

As part of our new security enhancement, 2-step verification is required for all users. It replaces the existing method of answering a security question and selecting your security image.


18.How do I set up 2-Step Verification?

When you log in to LBCDirect or the mobile app, you’ll be prompted to set up 2-step verification under the new login page. To enrol:

  1. Log in to LBCDirect with your existing access code and password.
  2. Enter your mobile phone number or email address to receive a 6-digit verification code by text message or email.
  3. Select “Send code”.
  4. Enter the verification code and select “Continue”.

19.Is 2-step verification safe?

2-step verification is one of the safest ways to protect your account from fraud. With a unique verification code sent to your mobile phone or email, this security feature is the second line of defence after your password. The verification code is unique, time-sensitive and can only be used once after it's been sent.

2-step verification helps us confirm that you’re the person trying to log in to your account. For example, if a cyber-criminal gets a hold of your access code and password, they still can’t log in to your account without the verification code.


20.Will I still use my security question and security image?

You’ll no longer use your security question and security image. 2-step verification replaces these security features.


21.Why is 2-step verification more secure than a security image?

2-step verification is a one-time verification code that you don’t need to memorize. The code is a second line of defence after your password that can’t be copied. This lessens the chance of someone using your security information to log in to your account from a new device.

A security image can be forgotten or stolen. It doesn’t change unless you decide to change it. That means a security image is easier for fraudsters to use as verification.

2-step verification is an extra layer of protection as the one-time code is difficult for fraudsters to guess and impossible to reuse.


22.I didn’t receive the text message or email with the verification code.

Wait a few minutes to receive the verification code. If you still haven’t received a code at the mobile phone number or email address that you used to enrol in 2-step verification, we can resend the code. Select “Send New Code” on the “Enter your verification code” page.


23.Do I have to use 2-Step Verification?

Yes, all customers must enrol in 2-step verification the first time they log in to LBCDirect or the mobile app.

2-step verification is one of the safest ways to protect your account from fraud. It’s an extra layer of protection to keep your account safe and secure.


24.How often will I get prompted for 2-Step Verification?

You won’t have to use 2-step verification every time you log in. There are certain triggers and security checks we use to figure out when you should be prompted with 2-step verification.

We’ll only ask you to verify your identity when we notice unusual activity, like when you log in from a new device or location


25.Can I update my 2-Step Verification contact information?

Yes, you can.

On LBCDirect :

  1. Go to “My Profile”.
  2. Select “Update 2-Step Verification Settings”.

On the mobile app:

  1. Go to “Settings”.
  2. Select “2-Step Verification Settings”.

If you logged in using fingerprint or face recognition, you’ll need to enter your access code and password to update your 2-step verification contact information.


26.Why do I need to provide a mobile phone number or email address to log in?

When you give Laurentian Bank your mobile phone number or email address, we use it to send you a 6-digit verification code to confirm that it’s actually you that’s trying to log in to your online banking. It’s an extra layer of protection to keep your account safe and secure.

2-step verification replaces the existing method of answering a security question and selecting your security image.


27.Do I use only one option for 2-Step Verification (mobile phone number or email address)?

Yes. You only need to provide a mobile phone number or email address for the verification process. Later, if you’d like to add another method of contact:

On LBCDirect:

  1. Go to “My Profile”.
  2. Select “Update 2-Step Verification Settings”.

On the mobile app:

  1. Go to “Settings”.
  2. Select “2-Step Verification Settings”.

If you logged in using fingerprint or face recognition, you’ll need to enter your access code and password to update your 2-step verification contact information.

No, you can only register with one mobile phone number or email address.


28.Can I register with more than one mobile phone number or email address?

No, you can only register with one mobile phone number or email address.


29.I forgot my password. What should I do?

To reset your password on LBCDirect or on the Laurentian Bank mobile app, visit the login page and select “Reset password”. Then, follow the instructions to help you get back to banking.


30.What happens if I enter the wrong password?

You’ll always be asked to enter your password twice. If you enter the wrong password twice, you’ll get an error and will have to start over.


31.Does Laurentian Bank store my password?

No. For the protection and security of your account, you’re the only person who knows your password. If you forgot your password, you need to create a new one.


32.Can I reuse my old password?

No. If you forgot your password, you need to create a new one for your security. Never use an old password as your new password.


34.How do I change my password if I know my access code and password?

To change your password on LBCDirect or on the Laurentian Bank mobile app, visit the login page and select “Reset password”. Then, follow the instructions to help you get back to banking.


35.How often should I change my password?

For the protection and security of your account, we recommend that you change your password every 90 days.


36.How do I create a strong password?

For your protection, your password needs to include:

  • 8 to 20 characters
  • At least 1 number
  • At least 1 letter
  • No upper case letters
  • No special characters. Example: ?&%*

37.What else can I do to protect my password?
  • Create a long and unique password, and don't share it with anyone.
  • Memorize your password.
  • Avoid using personal information, especially names, birthdays, addresses or phone numbers that are tied to your account.
  • Don’t use easily guessed passwords, such as “password”, “12345” or “123password”.
  • Change your password every 90 days to keep your account updated and secure.

38.Can I visit the branch to change my password?

No. You can change your password through LBCDirect, the Laurentian Bank mobile app or by calling Client Services.


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