Security guarantee.

Our security guarantee ensures that you’ll receive a full reimbursement if unauthorized activity1 takes place on your account as long as you’ve met your responsibilities outlined on this page.2

Our commitment.

Laurentian Bank of Canada has added a number of strict security measures to provide a highly secure banking environment, as shown by our use of a multi-factor authentication feature.

This feature incorporates your PIN, your security questions and an authentication image of your choice, Password,3 your Personal Verification Questions,4 your Passcode3 and unique numerical code you receive through SMS text message or email, the use of encryption for online transactions and the automatic termination of your online, Laurentian Bank mobile app5 and telephone banking sessions after a few minutes of inactivity.

To let you carry out your online and mobile banking with complete peace of mind, Laurentian Bank of Canada is also providing a reimbursement guarantee if an unauthorized, fraudulent banking transaction is processed through the LBCDirect online banking service, the Laurentian Bank mobile app or through the credit card online services.

Tips to maximize security while banking online:

  • Choose a strong Password, Personal Verification Questions or Passcode and don’t share it with anyone.

  • Use the most recent version of your preferred web browser, such as Google ChromeTM or Safari.

  • Ensure that it’s equipped with a compatible encryption device. Install effective firewall and antivirus software on your computer, Access Terminal,6 or Mobile Device6 and update this software regularly.

  • Ensure you’re using a supported version of your preferred operating system such as, Windows, MacOS, iOS, AndroidTM, etc.

  • Install all available security updates for your operating system. You can configure Windows, MacOS, iOS or Android to automatically check for these updates.

  • Don’t provide personal information while using public Wi-Fi as the connection may not be secure. You should always use a secure https connection when banking online.

  • Never respond to emails that request confidential information about yourself or about any of your Laurentian Bank products such as your PIN, Password, Passcode, username, account numbers, Personal Verification Questions and answers, etc. We’ll never ask you for such information electronically or via phone without your consent or knowledge.

  • Clear your web browser cache regularly.

Security recommendations for mobile banking:

  • Ensure your Mobile Device has a Password, Passcode or biometric authentication and automatic screen lock is enabled;

  • Don’t store your mobile banking username or Password, Personal Verification Questions, answers or Passcode on your Mobile Device;

  • Use your own Mobile Device for online banking. Don’t use shared devices;

  • When using a Wi-Fi connection, use trusted and standard Wi-Fi networks or service providers and enable security protection such as Wi-Fi Protected Access (WPA), if possible;

  • Always log off after finishing a mobile banking session. Don’t leave your Mobile Device unattended after you’ve logged on to mobile banking;

  • Using your standard mobile keyboard is recommended. If you need a custom virtual keyboard, ensure you use a trusted source;

  • Use default browsers or browsers from recognized major manufacturers (Google, Microsoft, Firefox). Be cautious when downloading new browsers from other sources;

  • Don’t modify your Mobile Device operating system as this may lead to compromised security;

  • Use only the standard application stores to download apps on your Mobile Device, such as Google PlayTM or the App Store;

  • Install only a minimal set of required of apps from trusted manufacturers. Carefully restrict app permissions to reduce access to data on your Mobile Device;

  • Keep the operating system on your Mobile Device updated to the most recent version and patches;

  • Install antivirus and antispyware protection on your Mobile Device whenever possible. Keep them current with the latest updates.

A shared responsibility.

To benefit from the peace of mind offered by our reimbursement guarantee in case of fraud, be sure to take the following security measures:

  • Carefully protect the confidentiality of your username(s), Password(s), Passcode(s), Personal Verification Questions and answers when you set up your profile in LBCDirect online banking service, on the Laurentian Bank mobile app and in your credit card online services.

  • Contact us immediately if you suspect that anyone has discovered your Password, Personal Verification Questions or Passcode, or if your account shows evidence of a loss, theft, misuse or any other suspicious transaction that you didn’t authorize.

  • Verify all transactions on your monthly statement or in your online account activity history on regularly. If there’s a discrepancy, contact us immediately at (514) 522-1846 or toll-free at 1-800-522-1846. We’re available 7 days a week, from 8:00 am to 8:00 pm ET. Note that after 30 days from the date of your statement, all transactions will be deemed accurate as we will assume these have been verified by you.

  • Co-operate fully, provide all information and take all actions that we reasonably request when investigating alleged unauthorized activity.

  • Respect the terms and conditions of the applicable agreement:

  • End your online banking session by systematically logging out of LBCDirect’s secure server, the Laurentian Bank mobile app, or our credit card online services’ secure server.

  • Adopt safe habits to make your online banking environment more secure.

Laurentian Bank will not be required to reimburse you pursuant to this Security Guarantee if it has reason to believe that:

  • you shared your Password, Personal Verification Questions or Passcode with any other person, or were careless in keeping your Password, Personal Verification Questions or Passcode confidential;

  • you have failed to take reasonable precautions to prevent unauthorized activity (refer to the tips on this page);

  • you accessed LBCDirect, the Laurentian Bank mobile app and/or the credit card online services while using a computer that you had reason to believe contained corrupted, vulnerable, infected or altered software that could compromise the computer’s security; or

  • you failed to contact us as soon as you became aware of the loss or compromise of your username, Password, Personal Verification Questions or Passcode or if you suspect any unauthorized activity has occurred on your account or accounts.

To report an issue with your account, or for more information about the Security Guarantee, call us toll-free at 1-800 522-1846.

We may amend the terms and conditions of, or revoke, this Security Guarantee at any time without prior notice. In the event of an inconsistency between an agreement in place and this Security Guarantee, this Security Guarantee shall take precedence to the extent permitted by applicable legislation.

Learn more about online banking services

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Working together against fraud.

With more digital transactions, cybercrime is on the rise. We’ve put safety measures and processes in place globally to address these challenges and ensure your security as well as that of our employees and partners.
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