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I lost or had my cell phone stolen. What now?

Quickly contact your service provider to deactivate your cell phone.

We also advise that you quickly deactivate your Apple Pay<sup>®</sup> or Google Pay<sup>®</sup> features.

We recommend that you also change the password to your online bank and National Bank app as a preventative measure.

In the event of fraud in your online bank or National Bank app, you’ll be fully reimbursed if you’re not at fault and you’ve taken the necessary steps to protect your transactions. It's free, and it's our guarantee¹ to help give you peace of mind.

Want to know more about simple ways you can protect yourself? Check out our ABCs of security.

Legal disclaimers

®Apple Pay is a trademark of Apple Inc., registered in the U.S. and other countries. Apple Inc. is not a sponsor of or participant in National Bank Mobile Banking Solutions.

®Google Pay is a trademark of Google LLC. The use of this trademark is subject to Google Inc.’s authorization policy.

¹The Peace of Mind Guarantee for Digital Banking Solutions is applicable to customers who, after verification, prove to be victims of fraud and choose to cooperate in the investigation of this fraud. This warranty applies only to unauthorized transactions made on Mobile Banking Solutions and only covers amounts lost as a result of such transactions. The Peace of Mind Guarantee for National Bank's Internet Banking Solutions and Personal Banking Solutions is applicable to fraudulent customers who have adequately protected their access number, password, and equipment and who collaborate with others regarding any investigation relating to fraud. Clients must take the necessary measures to ensure their security when they carry out their transactions on the Internet and has the obligation to notify National Bank promptly if they believe to be victims of fraud.

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Terms of use
National Bank’s virtual assistant

When using our Virtual Assistant Service (the "Chatbot"), you accept these Terms of Use, which are subject to change without notice. Furthermore, you agree to consult these Terms of Use from time to time and acknowledge that your continuing use of the Chatbot means that you have accepted any changes that may have been made. Your continued use of the Chatbot means that you’ve read, understand and agree to these Terms of Use, the Terms of Use for our website, our Online transaction services, and to our privacy policy. You also understand any other agreements that you have with us will continue to apply when you use the Chatbot.

1. Our Services and your responsibilities

The Chatbot is an automated service which is integrated into our online banking platform.

The Chatbot is preprogrammed to answer general questions concerning the use of our online banking platform solely for informational purposes. The Chatbot is not able to answer questions on personal monetary transactions or products you hold with us.

By using the Chatbot, you understand and agree that:

  • The Chatbot does not provide financial advice or financial planning services.
  • The Chatbot does not conduct any banking transactions.
  • The Chatbot may not be able to answer all your questions. Therefore, it may not be able to provide you with the information you require. You must judge whether the answer provided responds to your question accurately. In the case of uncertainty, a customer service representative would be happy to help you. You can call us toll free at 1-888-483-5628 or 514-394-5555.
  • The Chatbot is not a complaint service. You cannot use the Chatbot to file complaints. If you have any complaints, you can contact us at the number indicated above.
  • We monitor, record and store the discussion that you have with the Chatbot to improve our interactions with our clients.
  • You will not provide the Chatbot with any confidential, personal, or private information. For example, you will not provide the Chatbot with your login information, PIN or other personal banking information.

2. Limitation of Liability

You acknowledge that we won’t be liable for any losses or damages that you may suffer as a result of your use of the Chatbot, including if the Chatbot is unavailable for any reason.

We cannot guarantee that the results obtained via the Chatbot will be accurate and reliable and that the answers provided will meet your expectations.

We will not be held liable for damages you incur as a result of:

  • Any delay, error, interruption or omission on our part or any other event beyond our control.
  • Any deficiency or technical error or any unavailability of our systems and wireless networks.
  • Your failure to meet any of your obligations.
  • Any amendment to or suspension, refusal or blockage of the Chatbot.
  • Any decision or measure you take in response to information and data obtained via the Chatbot.
  • Any other damages you may incur that are not caused by negligence on our part.

3. Language

You have requested that these Terms of Use, and related documents be drawn up in English.

4. Governing Law

These Terms of Use are governed and must be interpreted in accordance with the laws in force in the province or territory where you reside. If you reside outside Canada, the laws in force and the courts of competent jurisdiction are those of the province of Quebec.

Virtual assistant