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Mobile App

1.How do I download the Laurentian Bank mobile app?

To download the mobile app, visit the App Store or Google Play store and search for “Laurentian Bank”. After selecting it, a new page will appear with information about the mobile app. To start the download, select “Get” or “Install”. You can start using the mobile app once it’s fully installed and appears on your phone’s home screen.


2.Why can’t I find the Laurentian Bank mobile app in the App Store or Google Play store?

The Laurentian Bank mobile app is only available for download in the Canadian App Store and Google Play store. If you’re using an international app store, Laurentian Bank isn’t available.


3.How do I log in to the mobile app?

You can log in to the Laurentian Bank mobile app with your current LBCDirect online banking access code and password. Then select “Log in”.


4.Can I use my LBCDirect password to log in?

Yes. You can use the same LBCDirect online banking password to log in to the mobile app. If you’ve forgotten your password, contact Client Services at 1-800-252-1846.


5.Can I use my temporary password to log in to the mobile app?

No, you can’t. You must first use your temporary password to create a new password on the LBCDirect website. After that, you can log in to the mobile app with your new password.


6.Why can’t I log in to the mobile app?

You need to be an existing LBCDirect online banking customer to access your banking information from the mobile app. To log in, enter your access code and password.

If you don’t have LBCDirect online banking login details, contact Client Services at 1-800-252-1846.


7.Why is my profile not supported?

The Laurentian Bank mobile app is currently unavailable to Business, Advisor Access, LBC Digital and B2B Bank customers. Continue to use a desktop for your online banking needs.


8.How do I view my Personal Banking and Business Banking accounts?

You can view your Personal Banking accounts with the mobile app. Simply log in with your LBCDirect access code and password. If you’re a Business Banking customer or looking for your Advisor Access accounts, continue to use a desktop for your online banking needs.


9.Do I have to pay for the mobile app?

No, you don’t. The Laurentian Bank mobile app is free to download.


10.How do I update the latest version of the mobile app?

When updates for the Laurentian Bank mobile app are available, you’ll be notified in the same area where you download applications on your device, such as the App Store and Google Play. Follow the instructions on your device to update the mobile app.


11.Is the mobile app available in multiple languages?

Yes, it’s available in French and English.


12.How do I change the language on the mobile app?

The language of the Laurentian Bank mobile app is determined by your device language settings.


14.Why can’t I reset my password on the mobile app?

Password reset isn’t available on the mobile app yet.

We’re working hard to make that feature available to you in the future. Until then, if you need to reset your password, contact Client Services at 1-800-252-1846.

If you know your password and would like to change it, you can do this in Settings, under “Change Password”.


16.What’s my nickname?

If you’d like to remember your login profile on your mobile device, you can add a memorable name.

You can also change your nickname at any time by deleting the profile. Once you log in again, you’ll be asked to select a new nickname.


17.How do I log out of the mobile app?

To log out of your account, select “Log out”.


18.What is 2-Step Verification?

2-Step Verification is a new security feature that adds an extra layer of protection to your account by confirming that you’re the person trying to open the mobile app.

You’ll be automatically prompted to set up 2-Step Verification the first time you log in to the mobile app.


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

The first time you log in to the mobile app, you’ll be prompted to set up 2-Step Verification with your mobile phone number or email address. We’ll send you a 6-digit verification code by text message or email. Enter the code and you’re all set.


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

Yes, you can. Go to “Settings” and select “2-Step Verification Settings”. If you logged in using fingerprint or face recognition, enter your access code and password to update your 2-Step Verification contact information.


21.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 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 we’re pleased to provide you.


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

Yes, all customers must enroll in 2-Step Verification the first time they log in to the mobile app


23.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. If you’d like to add another method of contact later, you can do this under the “Profiles and Preferences” section.


24.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.


25.Why do I get prompted for 2-Step Verification periodically?

For security reasons, you may be prompted now and then to complete 2-Step Verification to ensure that you were the one who logged in. This could happen for several reasons, all for the safety and privacy of your account.


26.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 don’t receive a code, you can resend the code with the “Send New Code” option on the “Enter your verification code” page.


27.Can I log in with Face ID or Touch ID on my iPhone?

Yes, you can. To enable Face ID or Touch ID, turn on “Remember Me” at login, then go to the Settings page and select “Face/Touch ID” or “Biometric Setup”. You’ll need to enter your password to enable biometric setup.


28.Can I log in using the biometric security features on my Android phone?

Yes, you can. To enable biometric security features, turn on “Remember Me” at login then go to the Settings page and select “Biometric Setup”. You’ll need to enter your password to enable biometric setup.

Face recognition isn’t supported by the Android app yet.


29.What is QuickView?

QuickView is an optional feature that lets you view your account balances quickly and conveniently without having to log in to your account.

You can select up to 3 account balances to view on your home page. To complete a transaction, you need to log in to the mobile app. Only consider using QuickView if your phone is password protected and you’re the only person who uses your phone.


30.Can I turn off QuickView?

QuickView is an optional feature and you can turn it off at any time. Once logged in, select “QuickView Settings” on the home page. Select or change which accounts you want to view. Or, turn off the feature altogether by selecting “Turn Off QuickView”.

You can also disable your QuickView settings on the LBCDirect website.


31.Can I change my QuickView accounts?

Yes, you can change your QuickView accounts by selecting “QuickView Settings'' from the home page. You may select up to 3 accounts.


32.Is QuickView safe?

 

Yes, QuickView is safe. Full account details aren’t displayed and you can’t complete a transaction without logging into the mobile app. QuickView gives you the convenience to select up to 3 account balances to view on your home page. Only consider this option if your phone is password protected and you’re the only person who uses your phone.


34.If I lost my debit or credit card, can I lock and replace the card on the mobile app?

You can’t lock or replace a card on the mobile app at this time. For help, visit your local branch or contact Client Services at 1-800-252-1846.


35.How do I transfer between my accounts?

Select “Accounts” from the home page. From there, you can make transfers between available accounts in seconds.


36.Can I use Interac e-Transfer® to send money from the mobile app?

Yes, you can. Select the “Interac e-Transfer®” icon from the home page.


37.When will you support Autodeposit for Interac e-Transfer®?

We’re working to add Autodeposit for our mobile app customers – coming soon!


38.Can I make bill payments from the mobile app?

Yes, you can. Select “Pay Bills” from the home page. Bill payments can be made “Now”, “Later”, or “Recurring”, which lets you set multiple payment frequencies.


39.Can I add or edit existing bill payees from the mobile app?

Yes, you can. Choose “Pay Bills” from the home page and then select “Manage Payees”. From here, you can add, edit or delete bill payees.

Select “Add Payee”, then search for the name of your bill provider. Or, browse the options we have listed. You can often find the correct name of your provider by looking at your bill or invoice. Once you’ve selected the correct bill payee, add your Payee Account Number. This is often an account number or customer number related to your account.

We suggest that you always check the accuracy of your bill provider’s billing name and your payee account number with them directly.


40.Can I make variable bill payments on the mobile app?

Yes, you can. Select “Pay Bills” from the home page, select the payee and enter the variable account number you’d like to pay.


41.Can I make a mobile cheque deposit?

No, the Laurentian Bank mobile app doesn’t offer mobile cheque deposit yet. We’re working on adding this feature very soon. To deposit cheques, use a Laurentian Bank or Exchange network ATM.


42.How do I view my direct deposit information in the mobile app?

Log in to the LBCDirect online banking website and select the account you’d like to view direct deposit information for. On the Account page, you’ll find “Download a void cheque”. Select the link, and a PDF version of a void cheque will download with your direct deposit information.


43.Can I order cheques with the mobile app?

No, you can’t order cheques yet. Log in to the LBCDirect online banking website, choose “Request Forms” and select “Order Cheques” from the list of available options.


44.How can I open an account?

To open a bank account, visit one of our branches. For more information, go to the “Opening a bank account” page.


45.Can I use Apple Wallet?

The Laurentian Bank mobile app isn’t compatible with Apple Wallet yet. We’re working hard to add this feature.


46.Can I use Google Pay?

The Laurentian Bank mobile app isn’t compatible with Google Pay yet. We’re working hard to add this feature.


47.Is the mobile app available on iPads or tablets?

For now, the Laurentian Bank mobile app is only optimized for smartphone devices. While you can download the mobile app on your iPad, the experience isn’t optimized for a tablet. There is no Apple Watch application available.


48.Can I download my statement directly on the mobile app?

You can view your transaction history directly in the mobile app. To download your monthly epost™ statements, log in to the LBCDirect website.


49.Can I view my account history?

You can view your account history up to 150 transactions. To view an extended period, log in to the LBCDirect website.


50.How can I contact a branch or make an appointment with an Advisor?

To request an appointment with an Advisor, or to visit one of our branch locations, refer to the Contact Us page.


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