AccèsD Affaires – Frequently asked questions

AccèsD Affaires – Frequently asked questions

Technical support

Q. Are the AccèsD and AccèsD Affaires services secure?

A. The AccèsD and AccèsD Affaires services are highly secure. Every precaution is taken to protect the privacy of the information sent while making your transactions.

It is important that you also do your part and follow certain basic rules. Make sure that you:

  • have downloaded a recent version of your browser
  • empty your browser’s cache memory after each session
  • have installed antivirus software and a firewall on your computer

Find out more about how to protect your personal information

Q. How do I clear my browser’s cache memory (PC and Mac)?

A. Clearing your browser’s cache memory at the end of each AccèsD and AccèsD Affaires session is an excellent way to protect the privacy of your personal information.

See Clear your browser’s cache memory to lean how to do it.

Q. Internet Explorer is giving me a message that the security certificate has expired. What should I do?

A. To correct this problem, simply reset your system clock to the current date and time by clicking on the time on the lower right hand side of your computer screen.

Q. I am asked to clear my cache memory when leaving AccèsD or AccèsD Affaires. What is a cache memory?

A. The cache memory is located in your Web browser. It remembers all the pages you’ve visited on the Web to speed up the load time of pages. It also allows you to go back to each page you’ve visited.

Because the AccèsD and AccèD Affaires pages you visit contain personal financial information, we recommend you always clear your browser’s cache memory when you log off.

See Clear your browser’s cache memory to learn how to do it.

Log-on procedure

Q. What do I do if I’ve forgotten my AccèsD Affaires password?

A. If you are the primary or secondary administrator on the account, please contact an advisor at your Caisse populaire or call 1-866-844-2427 between 4:00 p.m. and 9:00 p.m. Monday to Friday and 8:00 a.m. to 8:00 p.m. on weekends.

If your user code has employee status, you must request a new password from your primary administrator.

Q. How does enhanced log-on work?

A. The enhanced log-on procedure acts on 2 levels. Every time you want to log on to AccèsD or AccèsD Affaires, the system will recognize the computer you are using.

If we detect that you are trying to log on from a computer other than your usual computer, we will ask you one of your personal questions. If you answer the question correctly, we will display your image and personal phrase on the screen where you must enter your password.

The image and personal phrase you have selected when configuring your security settings will ensure that you are logged on to the genuine AccèsD or AccèsD site.

You can look up or modify your security settings through Configure security settings under User file in AccèsD or through Configure security settings under the Personalize tab in AccèsD Affaires.

Never enter your password if either of these elements is missing!

Q. Why do I have to enter my card number or user code and password on 2 separate pages?

A. This measure is necessary to allow the system to analyze the Internet source of the log-on page. The page displayed will be determined by the results of this analysis.

For example, if you enter your card number or user code on a computer you usually use, the password entry page which includes your image and personal phrase will be displayed. However, if you enter your card number or user code from a computer you don’t usually use, the system will ask you one of your personal questions to confirm your identity.

You can look up or modify your security settings through Configure security settings under User file in AccèsD or through Configure security settings under the Personalize tab in AccèsD Affaires.

Never enter your password if either of these elements is missing!

Q. Why are my personal questions different from those of other users?

A. The log-on system contains hundreds of questions to prevent ill-intentioned individuals from asking you all possible questions in an attempt to find yours.

You can look up or modify your security settings through Configure security settings under User file in AccèsD or through Configure security settings under the Personalize tab in AccèsD Affaires.

Q. Why am I asked the personal questions I selected on AccèsD or AccèsD Affaires?

A. If you log on to AccèsD or AccèsD Affaires from a computer you don’t normally use, we will ask you 1 of the 3 personal questions you selected when configuring your security settings.

You will be asked a challenge question every time you try to log on to AccèsD or AccèsD Affaires from a computer you don’t normally use. And because you’re the only one to know the answer to your personal question, unauthorized attempts to log on will be prevented.

You can look up or modify your security settings through Configure security settings under User file in AccèsD or through Configure security settings under the Personalize tab in AccèsD Affaires.

Q. Will my personal questions and answers be used for something other than identification purposes?

A. No. The personal questions you select when configuring your security settings to use AccèsD or AccèsD Affaires will be used only to confirm your identity when you log on to AccèsD or AccèsD Affaires from a computer deemed non-usual. Desjardins will only ask your personal questions when you’re logging on to the genuine AccèsD site or AccèsD Affaires site and never by email, phone, mail, fax or other.

You can look up or modify your security settings through Configure security settings under User file in AccèsD or through Configure security settings under the Personalize tab in AccèsD Affaires.

For more information, see How to protect yourself.

Q. What happens if I answer one of my personal questions incorrectly?

A. Questions are developed to minimize the chances of forgetting the answers because they all refer to personal events that took place at a specific time in your life. A sophisticated recognition mechanism is implemented to minimize the number of common errors that can happen when you enter your answer.

For example, the system would consider “Saint-Paul”, “St-Paul” and “St. Paul” as equivalent answers.

However, if you do not answer a question correctly after several tries, your AccèsD password or AccèsD Affaires user code will be suspended as a precaution. You will then have to contact us to reactivate your access.

Q. Can I log on to AccèsD and AccèsD Affaires from several computers?

A. Yes, you can use several computers that will be part of your log on habits. The system might ask you a personal question when you’re using a non-usual computer.

Q. Can several AccèsD or AccèsD Affaires users log on from the same computer?

A. Yes. Log-on habits are related to the AccèsD card number or AccèsD Affaires user code rather than the computer. Therefore, your personal computer could be your usual log-on source and be a non-usual log-on source for a friend using your computer for the first time. In such case, we might ask your friend one of his personal questions in order to verify his identity.

Q. How does the system recognize which computers I usually use to log on?

A. When you sign up for this service, a cookie that corresponds to a unique and recorded number is used to identify the computer used. Afterwards, whenever you try to log on to AccèsD or AccèsD Affaires, our Web browser will use this file and other elements to ensure that this is your computer. The cookie installed on your computer does not contain any personal data and can only be recognized by the AccèsD system or AccèsD Affaires system.

The system will ask you one of your personal questions if it cannot recognize your computer.

Q. Could the system ask me a personal question even if I’m using one of my usual computers to log on to AccèsD or AccèsD Affaires?

A. Yes, it could happen if, for example, you delete your cookies, install a new browser or if you move and change Internet service provider. We might want you to confirm your identity even if you’re logging on from your personal computer.

You can look up or modify your security settings through Configure security settings under User file in AccèsD or through Configure security settings under the Personalize tab in AccèsD Affaires.

Q. What happens if another person uses one of my usual computers? Could that person have access to my data?

A. No. You always need your card number or user code and password to log on to AccèsD or AccèsD Affaires. Someone else using one of your usual computers doesn’t jeopardize the security of your data in any way.

However, if you believe someone has uncovered your AccèsD or AccèsD Affaires password, immediately click on User file in AccèsD or the Personalize tab in AccèsD Affaires to change it.

Q. How do I change my AccèsD or AccèsD Affaires image, personal phrase and questions?

A. You can modify your security settings through Configure security settings under User file in AccèsD or through Configure security settings under the Personalize tab in AccèsD Affaires.

Q. Do I have to install any new software to log on to AccèsD or AccèsD Affaires?

A. No software installation is required.

Q. Does the AccèsD and AccèsD Affaires log-on procedure replace other security software?

A. No. These measures increase the level of protection of your personal information available in AccèsD and AccèsD Affaires, but do not replace other security software (e.g., antivirus software, spyware).