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Frequently Asked Questions


Frequently Asked Questions


Interac® e-Transfers
Debit Cards
Accounts
Online Banking and Mobile Banking
Credit Card
Products and Services

​What are the limits for sending and receiving Interac e-Transfer® transactions?


SendingReceiving
Per Single Transaction$3,000$10,000
7 Day$10,000$25,000
30 Day$20,000$50,000

These rolling limits apply from the date of a transaction and expire 7 or 30 days after that initial transaction takes place. For example, if an e-Transfer is completed on January 10th at 12:00 midnight, then the 7-day limit will be in effect until January 17th at 12:00 midnight and then reset. At the same time, the 30-day limit will be in effect until February 9th at 12:00 midnight at which time it resets.

Note: Transaction limits are subject to change without notice.

​What is AutoDeposit?

AutoDeposit is a feature within the Interac e-Transfer® service that enables users to save time when accepting an Interac e-Transfer®.

It is enabled by registering your email address with Interac and allows you to receive funds directly into an assigned account without the need to select your financial institution or answer a security question.

When sending an Interac e-Transfer , the sender is made aware in online banking that you are registered for AutoDeposit.

​What is a Payment Request?

A Payment Request is another Interac e-Transfer® feature that enables you to send an email request for someone to pay you through a secure online email.

When the recipient of a Payment Request receives the request, the recipient is provided with easy instructions to pay and, providing the recipient agrees to make the payment, funds are deposited directly into your account.

​What are the fees for sending an Interac e-Transfer®?

Effective June 1, 2018, Interac e-Transfers® are classified as day-to-day transactions and a day-to-day transaction fee will be applied when you send or request an Interac e-Transfer® depending on your banking package or the savings account that you send the Interac e-Transfer® from. Please refer to our Personal Service Fees for further information.

What do I do if I suspect fraud with an Interac e-Transfer®?

If the transaction has not yet been received by the recipient, you can choose to cancel the transaction from the Pending e-Transfers screen. If the transaction has already been completed and funds deposited to the receiver, contact Member Connect Toll Free: 1 866 900 3822.

How long does someone have to receive and complete an e-Transfer®?

Interac e-Transfers® expire 30 days after they’re sent or requested. After 30 days, the recipient will not be able to receive and deposit the funds. Senders and requestors can send reminder notices to recipients from the Pending e-Transfers screen in online banking. If a recipient fails to receive and deposit funds within 30 days, the sender will be notified by email to deposit the funds back into their account, with the exception of any non-refundable Service fee(s).

​Will my new card have an expiry date?

Yes. The new debit chip cards are valid for 3–7 years. You will receive a notification from us when your debit card expires, and you will be issued a new one.

​What’s the difference between a physical debit card and the virtual Personal Access Number (PAN) (Also referred to as the “Member Card” for online banking)?

They both allow you to access DUCA’s online banking but only the physical debit card provides ATM and Point of Sale access.

​What should I do if I lose my debit card and how can I replace it?

Call your branch or Member Connect Toll Free: 1 866 900 3822.

​How do I find a surcharge-free ATM?

DUCA is on THE EXCHANGE Network where ATM transactions are free. There are thousands of ATMs on this network across Canada and there's usually one close by. Discover the closest ATM here or download the free ATM finder here for your mobile device and stop paying the ATM fees charged by other networks.  

What are THE EXCHANGE and ACCULINK Networks?

As a member of THE EXCHANGE® and ACCULINK® Networks, your debit card provides you with free access to over 4,000 ATMs Canada-wide (which means “no surcharge”). You can access your money, make deposits and do a balance inquiry for free.

​How can I withdraw funds from my DUCA account when travelling outside of Canada?

For U.S. locations – ACCULINK® Network

For International locations – Cirrus/Mastercard

​How are deposits at DUCA insured and by how much?

DUCA is regulated by The Financial Services Regulatory of Ontario (FSRA).

In Ontario, the moment you become a credit union member and make a deposit, your insurable deposits are protected. Non-registered insurable deposits held at an Ontario credit union in Canadian funds, payable in Canada, have a maximum coverage amount of $250,000, while deposits in registered accounts have unlimited coverage.

​How is interest calculated?

Interest is calculated daily on the closing balance and paid monthly. Interest rate is annualized and subject to change without notice.

​Can I open a DUCA account if I live outside Ontario?

Currently, only residents of Ontario can apply to be a DUCA Member.

​How can I open a DUCA account?

You can become a Member online in-branch or by calling Member Connect at 1 866 900 3822.

​What are the benefits of being a DUCA Member?

DUCA offers great benefits including: No or low fees, high interest deposit rates, attractive mortgage rates, and a profit sharing program where Members receive dividends based on the amount of business they have at DUCA. In addition, deposits are guaranteed, there are 4000+ free ATMs across Canada, you have the ability to bank anywhere, and DUCA experts provide great financial expertise to Members so that they can Do More, Be More and Achieve More.

​What if I take money out of my account and then re-deposit it into a new promotional rate account. Does that count as a new deposit?

No. Money withdrawn and re-deposited does not count as a new deposit. Only new deposits that raise your overall deposit balance with DUCA above what it was on the promotional start date will be eligible to receive the promotional interest rates.

​How can I change my statement preferences?

Please visit your local branch or call Member Connect Toll Free: 1 866 900 3822.

​How do I make bill payments?

We offer several options for bill payments:

  1. From your online bank
  2. From the DUCA mobile app
  3. By phoning Member Connect Toll Free: 1 866 900 3822.
  4. At a branch

​Why can’t I view my CRA Business Taxes bill payee?

You will need to update your payee if you haven’t made a payment within 13 months.

This is currently made only online or in branch with the stub.

​How do I set up direct deposit or a pre-authorized debit payment on my account?

You will need the information found at the bottom of your cheques. This information is required to set up direct deposit or pre-authorized debit instructions on your account.

Three sets of numbers are taken from the bottom of your cheque when instructions are set up:  The transit number, institution number and account number. See below:


If you don’t have cheques, visit your branch or call our Member Connect Toll Free: 1 866 900 3822.

​How do I transfer and link my other banking accounts to DUCA?

Please complete and send in our “Me-to-Me” form.

​How do I choose the savings account that’s best for me?

The best savings account for you depends on how you plan to save and how often you need to access your money. Our most popular savings account is our Earn More Savings Account. Learn more.

​How can I send International Wires?

Visit a branch or Member Connect Toll Free: 1 866 900 3822.

​How do I order cheques?

  1. Call Member Connect Toll Free: 1 866 900 3822
  2. Visit a branch
  3. Through online banking by going to “Account Services”

Note: Fees vary. Please contact your branch or call Member Connect if you have questions about cheque fees.

​What’s the annual TFSA contribution room?

Your TFSA contribution room is the maximum amount that you can contribute to your TFSA in a year. Visit the Canada Revenue Agency to view the yearly limits. In addition, since the total amount you may contribute depends on your prior contributions as well as possible withdrawals, we suggest you confirm your allowable contribution directly through the CRA.

​How do I register for online banking?

Enjoy the convenience of 24-hour access to your accounts with online banking. Visit a branch or call Member Connect, Toll Free at 1 866 900 3822 and you will be set up for online banking. If you already have a DUCA debit card, your online Login Number will match your debit card number. If you do not have a DUCA debit card, you will be provided with a newly generated Login Number. Tips for Online Banking - here

​How do I download the mobile app?

To access your accounts from a mobile device, first you must be registered for DUCA online banking. If you’re not registered yet, please visit the nearest DUCA branch or call Member Connect at 1 866 900 3822 and you will be set up for online banking.

Then, while on your SmartPhone, download the app from either the App Store or Google Play! It's that easy.

Use the same login credentials that you use for online banking.

If you need support, please contact Member Connect at 1 866 900 3822 or email duca.info@duca.com.

​Can I change my Password that I use for online and mobile banking?

Yes. Log in to your online profile and click on Profile and Preferences under the Account Services section to change your Password.  First, enter your current Password and then your new Password. Verify it by entering it again. Your new Password must be a “strong” one with 8 – 30 characters, both upper and lower cases, and at least one special character (!, @, #, $ or & ONLY).

Please note: if you forget your password or if you are locked out of your online account, you will have to call Member Connect Toll Free at 1 866 900 3822 or visit your branch to reset your Password.

​Where can I find my eStatement?

Your eStatement can be found by logging into online banking and following these simple steps:

  1. In the left-side menu, click on My Accounts
  2. Within the My Accounts menu items, select View eStatements
  3. The eStatement screen will appear and you can click on the year from which you would like to view a statement.
  4. After you click on the specific year, e.g. 2020, each month for which a statement is available will appear for you to select from.
  5. Click on the month you want to open a PDF of that month’s statement.

​I’ve used “Memorized Accounts” in the past for swifter access to my online profile. I’d like to remove the memorized information. How do I remove my Memorized Accounts from my online profile? 

To do so, delete your cookies and clear your cache. Click here for instructions:  Clear Cache and Cookies

​How can I deposit a cheque to my DUCA account using my smartphone?

The remote deposit capture feature on the DUCA Mobile Banking App allows you deposit a cheque without having to stop in at a branch or visit an ATM. Just select “deposit” from the service menu.

You will be prompted to take a picture of your cheque and the app will walk you through the steps to deposit your cheque into your desired account.

The maximum limit for RDC is $10,000.00 CAD to be deposited.

​Who is Collabria?

DUCA has partnered with Collabria to provide Members with credit card products to serve a variety of Personal or Business needs. Collabria provides you with 24/7 Cardholder Service, access to account information online through MyCardInfo and round-the-clock fraud monitoring and protection services for your credit card. Collabria also receives and processes your card payments and manages collections on delinquent accounts. From time to time, you may receive communications from Collabria regarding your credit card account.

​What is MyCardInfo?

MyCardInfo is Collabria’s online account management tool where you can access your credit card account information 24/7. You can register for a MyCardInfo account for free as a DUCA cardholder. With MyCardInfo, you can check current balances, review recent activities, verify the last payment made, make payments, view eStatements and more.

​How do I know which Credit Card is the best fit for me?

We have a suite of credit cards available depending on your needs. Visit our Personal Credit Card or Business Credit Card products in helping you achieve your needs.

​Who do I contact if I’m having credit card issues?

Contact Collabria directly.

​I am traveling internationally. Can I use my DUCA credit card?

Your DUCA credit card will work in most countries. Due to fraud trends, we may restrict transactions in certain countries. We recommend you obtain a PIN for the credit card so that a cash advance can be readily available in case of an emergency. As a fraud protection measure, we strongly recommend you call Collabria Cardholder Service: 1.855.341.4643 prior to your departure to advise them of your travel plans. Alternatively, you may utilize the travel form available online through MyCardInfo

​How do I redeem my credit card rewards?

Rewards can be redeemed online through MyCardInfo.  Click “Check My Rewards” in the footer to log in to your MyCardInfo account.

​Is there a list of fees for Personal and Business products and services?

You can view a list of fees by visiting our Personal and Business account pages or credit cards page.

​Where can I find out about DUCA’s credit card options and benefits?

View our Personal credit cards or Business credit cards (including rates, fees and perks) online.

​Where are the Financial calculators?

We have various types of calculators to help you guide your financial decisions.

​How can I get a Small Business Loan from DUCA?

If you are not currently a DUCA Member, join us now to complete an application or visit a branch or call Member Connect Toll Free at 1 866 900 3822. If you are already a DUCA Member, you may visit a branch or contact one of our Small Business Advisors.

​What other business services do you provide for my small business?

We have many types of Business Services to support our Business Members.

​​​I just moved to Canada. Can I get a mortgage?

Every situation is unique. To find out whether you are eligible for a mortgage, book an appointment at your local branch or reach out to a Mortgage Specialist.

​How much home can I afford?

The best way to know how much home you can afford is by getting pre-approved. Once you’re pre-approved, your rate will be locked down for 120 days, so you can start shopping for a home with confidence.

If you are not ready to get pre-approved, then you can always try our Mortgage Affordability Calculator for an estimate of how much home you can afford.

Book an appointment at your local branch or reach out to a Mortgage Specialist.

​What will I need to open a DUCA Business Account?

Sole Proprietorship

  • Master Business License (not required if name of business is only the owner’s name)
  • Professional Practice License (if applicable)
  • Two types of acceptable ID (see below for acceptable ID)

Partnership

  • Master Business License (not required if name of business is only the owner’s name)
  • Professional Practice License (if applicable)
  • Partnership Agreement, if available
  • Declaration of Limited Partnership agreement if applicable
  • Two types of acceptable ID for each partner (see below for acceptable ID)

Unincorporated Association

  • Memorandum of Association or the Constitution disclosing names and titles  of officers and signers
  • If Informal Structure - A document or a letter from the association who has the authority to open and operate the accounting and Minutes from a meeting
  • Two types of acceptable ID for all signers (see below for acceptable ID)

Corporations

  • Certificate and Articles of Incorporation 
  • Master Business License (if applicable)
  • Shareholder Registry• Franchise Agreement (if applicable)
  • Professional Practice License (if applicable)
  • Canada Revenue Agency Registration number
  • Declaration under the Land Titles Act (if Condo Corporation)
  • Two types of acceptable ID (see below for acceptable ID)

Acceptable ID

Two pieces of ID are required, of which one must be from the Primary ID list and bear the individual’s photograph. All ID must be original, valid, and not be expired.

Primary ID:

  • Driver’s License issued in Canada
  • Canadian Passport
  • NEXUS Card
  • Certificate of Canadian Citizenship or Certificate of Naturalization
  • Permanent Resident Card
  • Ontario Photo Card

Secondary ID:

  • Birth Certificate if issued in Canada
  • Credit Card issued by a member of the Canadian Payment Association
  • Debit Card issued by a member of the Canadian Payment Association
  • Social Insurance Number
  • College/University Student ID Card

Note: Health Cards are not accepted as valid identification


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