Nov 1 (resolved): Online banking unavailable

icon_maintenanceUpdate at 12:55 PM ET, Wednesday, November 8th: Linking of external bank accounts and new account sign up was restored at 6:00 AM ET. The team continues to work on restoring EQ to EQ Transfers.

icon_maintenanceUpdate at 4:30 PM ET, Tuesday, November 7th: Linking of external bank accounts and new account sign up is expected to be available on Wednesday, November 8th at 6:30 AM ET.

icon_maintenanceUpdate at 2:37 PM ET, Tuesday, November 7th: The team continues to work on restoring EQ to EQ Transfers, the linking of external accounts, and the ability to sign up for a new account.

icon_maintenanceUpdate at 8:37 AM ET, Monday, November 6th: All users should now be able to sign in through eqbank.ca or their mobile app. The team continues to work on restoring EQ to EQ Transfers, the linking of external accounts, and the ability to sign up for a new account. The Customer Care Team continues to experience longer than usual wait times due to increased call volume.

icon_maintenanceUpdate at 5:59 PM ET, Thursday, November 2nd: All users should now be able to sign in through eqbank.ca or their mobile app. Electronic Funds Transfer (EFT), Interac e-Transfers, and online bill payment are operating normally. Please note there are a number of known issues with certain features, including EQ to EQ Transfers, the linking of external accounts, the ability to sign up for a new account, and displaying website graphics. The team continues to work on restoring all account functionality. The Customer Care Team continues to experience longer than usual wait times due to increased call volume. We appreciate your continued patience as we resolve the remaining issues.

icon_maintenanceUpdate at 4:39 PM, Thursday, November 2nd: Customer account access has been restored, however certain features have been temporarily disabled. All users should now be able to sign in through eqbank.ca or their mobile app. Customers will not have access to EQ to EQ Transfers, nor the ability to link a new external bank account.

The service outage centers around a database performance issue. Meanwhile, the investigation for the exact cause of the outage is ongoing.


icon_known issueUpdate at 4:03 PM ET, Thursday, November 2nd: The full statement from EQ Bank’s Chief Digital Officer can be found here.


icon_known issueUpdate at 3:29 PM ET, Thursday, November 2nd: EQ Bank customers continue to experience issues accessing their Savings Plus Account. The investigation for the exact cause of the outage is ongoing. A statement from EQ Bank’s Chief Digital Officer will be posted shortly. A link will be shared here once it becomes available.

 

icon_known issueUpdate at 12:09 PM ET, Thursday, November 2nd: EQ Bank customers continue to experience issues accessing their Savings Plus Account. We can confirm this is not a security incident, and customer funds and personal information remain secure. The investigation for the exact cause of the outage is ongoing.

icon_known issueUpdate at 9:25 AM ET, Thursday, November 2nd: EQ Bank customers continue to experience issues accessing their Savings Plus Account. In the interim, please call 1-844-437-2265 for account assistance. There will be higher than normal wait times due to increased call volumes as a result of the outage.

icon_known issueUpdate at 8:45 PM ET, Wednesday, November 1st: EQ Bank customers continue to experience issues accessing their Savings Plus Account. Our team is still investigating. For customer support, please call 1-844-437-2265.

icon_known issueEQ Bank customers are experiencing intermittent account sign in issues. We are currently investigating and will update this post once resolved. First identified 10:40 AM ET on Wednesday, November 1st. For immediate customer support, please call 1-844-437-2265.