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Member Security

Your security is very important to us.

Let's work together to keep your money protected! 


What We Do To Protect You!

Our digital banking system (online banking & mobile app) has industry-leading security capabilities, including strong fraud prevention, cyber security features and high-risk transaction protections to ensure that your transactions are secure while data is transmitted between your device and our banking server.

We use industry standard TLS encryption on our desktop website and mobile app, enabling you to easily and securely complete banking transactions on your smartphone, tablet or computer.

To ensure that you are the only person who accesses your personal information, we restrict access to your digital banking (online banking & mobile app) section of the site by requiring you to enter your Credentials, Username and Password to sign in. Only you know your Password.  Our employees do not have this information, nor do they require it from you.  We will never ask you for your credentials.

Special software monitoring allows only a limited number of unsuccessful attempts before locking access to your account. This means that if someone is attempting to access your account, the number of tries is limited, the account will be locked, and can only be unlocked by calling our Virtual Branch at 1.877.535.1299.

In addition to your username and password, your digital banking account is protected with Two Factor Authentication (2FA), sometimes also referred to as Two Step Verification (2SV), or as a form of One Time Passwords (OTP). High-risk transactions may require you to reauthenticate that you are the owner of the account.  Such high-risk transactions may include adding a bill payment vendor, adding an eTransfer recipient, or changing your personal information.

What You Can Do To Protect Yourself!

Just as you play a vital role in ensuring the security of your home, you too share in the responsibility for ensuring that your personal information is protected. While we take strong measures to protect the security and privacy of your information, there are important steps that you should take to help protect your information when using the internet.

It is your responsibility to ensure that your 'key' to our digital banking (online banking & mobile app) is protected. Please observe the following security practices:

  • Do not provide account or personal details in an email, as it’s not secure. We will never ask for this information through a communication.
  • Do not follow links from e-mails to your financial institution’s website. Instead, open your web browser and type in the address that you know is safe and look for https in the address. In the case of Crossroads Credit Union, you can use https://www.crossroadscu.ca/
  • Scammers will try scare-tactics – saying your account has been closed or there’s an issue to get you to take immediate action. Contact us to verify these types of messages.
  • Ensure your Online Banking login password is unique – avoid re-using passwords from other sites and services you use.
  • Choose a password that is easy for you to remember, but difficult for others to guess, and avoid using personal information like phone numbers, birth dates, your pet’s name, etc.
  • Do not select a part of a PIN as part of your password.
  • Do not write down your password or store it in a file on your computer.
  • Do not use the auto-save function for usernames and passwords on your browser and device. Consider using protected password management software or another secure system for storing passwords.
Never share your password with anyone. We will never ask you for your credentials.
  • Review your statements regularly and set up transaction alerts for your account to help you identify any irregular activities.
  • Our alert messages will never contain any personal information about you or your account and will never ask you to click or download anything.
  • Cyber-criminals seek vulnerabilities in human behaviors to steal credentials. They are using social engineering tactics to trick people into providing sensitive information or visiting a malicious website. Some of their tactics include:

    • Financial phishing and smishing scams: A cyber-criminal poses as your financial institution sending you emails (known as phishing) or text messages (known as smishing) in an attempt to get you to provide your login credentials.
  • Scammers will try scare-tactics – saying your account has been closed or there’s an issue to get you to take immediate action. Contact us to verify these types of messages.

We have provided a secure channel for our members to communicate with us. Once the information has reached your computer or mobile device, however, it's up to you to protect it. To protect your information, you should:

  • Never leave your device unattended while using our digital banking services.
  • Logout and close your session if you step away from your device.
  • Prevent the browser from caching (storing) the pages that you view by taking advantage of the Enhanced Security feature located on the login screen. We recommend you use this feature if accessing the site from a shared computer, such as at a friend’s house or through a publicly accessible computer such as at a hotel, library or airport.
  • Secure or erase files stored on your computer by your browser so others cannot read them. Most browsers store information in non-protected (unencrypted) files in the browser's cache to improve performance. These files remain there until erased. They can be erased using standard computer utilities or by using your browser feature to "empty" the cache.
  • Disable automatic password-save features in the browsers and software you use to access the Internet.
  • Protect your devices by installing reliable anti-virus and anti-spyware software and updating regularly. Install and use a personal firewall on your computer to ensure others cannot access your computer through the Internet.
  • Install new security patches as soon as your operating system and Internet browser manufacturers make them available.
  • Download apps exclusively from Google Play or the Apple Store, not from a link. 
  • Use a secure network. Do not access Digital Banking (online banking or mobile app) if using unsecure Wi-Fi (public Wi-Fi hot spot) on your mobile device.
  • Use a password to lock your phone screen. When not in use this will protect it against unauthorized usage.
  • Use an antivirus program.

Contact us immediately if you suspect someone has gained knowledge of your username and/or password; or if you suspect any loss, theft, or unauthorized use of your account.

Visit our Fraud Prevention page for more tips and information on Fraud, and how to protect yourself.

Protect yourself against account fraud with free alerts.

There are two types of alerts in Digital Banking ~  Account Alerts and Security Alerts. 

Note:  You will need to set up your alerts for each individual account. Account alerts are unique to each account – different alerts can be set up on different accounts. 

Security Alerts will notify you when important changes have been made to your digital banking account information allowing you to stop account fraud before it happens.  

With security alerts you have the option to be notified when: 

  • There has been a successful Login

    You have received a New Secure Message

There are 3 mandatory Security Alerts that are received by email and cannot be turned off:

  • Password Changed

    New Biometric Access

    Password Attempt Lock

Account Alerts can be set to alert you of the following:

  • A withdrawal or deposit from your account over a set limit
  • A daily, weekly, or monthly balance alert.
  • A low balance alert that is customized by you.
  • A scheduled transfer or bill payment has been made.
  • A scheduled transfer or bill payment has failed.
You can choose to receive alerts using all, a combination of, or one notification type (text, email, and/or push notification).

Online Banking:

1. Sign in to digital banking on desktop/tablet.
2. Click ‘My Crossroads’ and under Alerts select 'Security' or 'Account'.
3. Select the account.
4. Under each heading toggle on/off the types of desired notifications (text message, email, push notifications).
5. Set limit and amount if applicable.
6. Click 'Save'.

Mobile App:

1. Sign in to digital banking on the mobile app.
2. Tap ‘More’ (located bottom right-hand corner), choose ‘Alert Settings’, and then tap either ‘Accounts Alerts’ or ‘Security Alerts’.
3. Choose the account.
4. Under each heading tap the type of alert you would like then toggle on/off the types of desired notifications.
5. Set limit and amount, if applicable.
6. Click 'Save'.

Lost or Stolen Debit Card

Call Us:  1.877.535.1299

Lost or Stolen Collabria Card

Canada & US:  1.855.341.4643

International:  1.647.252.9564



Suspicious Activity

If you think someone has accessed your account without your authorization, please give us a call to report it.

Call Us: 1.877.535.1299


Fraud

Recognize it. Reject it. Report it.

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