Wave 3: Your Motive Financial migration timeline

Find information about the migration of your personal banking products and services

Canada-wide

This page includes important information about your upcoming migration weekend. To help make this process as smooth as possible, refer to the sections below (before, during, and after migration).

For details about which activities you need to complete for a successful migration, please consult your Migration Letter.

Note that this information is specific to your personal banking products and services currently held at Motive Financial. If you hold other products with CWB Financial Group^®, please watch for separate communications about how and when those products and services will transition.

Before you migrate
Migration weekend
After you migrate

Before you migrate: Getting ready

Update your contact information

To ensure you receive all important communications during your transition period, please update your contact information, including your email address, either:

Online
By phone: 1-877-441-2249
By email: info@motivefinancial.com

Stay vigilant!

Protect yourself against cyberfraud: National Bank will never proactively call, text or email you to ask for your banking information, especially your one-time verification code number, PIN, password or sign-in credentials.

If you receive an unexpected call from someone claiming to be from National Bank or CWB:

Do not share your information.
Obtain the caller’s information.
Tell the caller you will verify their information.
End the call.
Contact National Bank at 1-888-835-6281 or your CWB Relationship Manager using a trusted phone number to verify the information.

Visit National Bank’s Fraud prevention page for cybersecurity tips.

Read your Product and Service Migration Guide – Motive Financial

This step will help you understand how your current personal banking products and services will transition to National Bank.

Consult your Product and Service Migration Guide – Motive Financial

Watch for additional communications

Prior to your migration weekend, we will send additional communications to help ease your transition to National Bank. If you still haven’t received anything, don’t hesitate to contact us in one of the ways indicated at the bottom of the page.

Provide instructions for any upcoming account decisions

If you have outstanding decisions to make around the time of your migration, such as maturing GICs or directing interest payments, reach out to us as soon as possible so we can process your request and ensure your preferences are in place. 

Steps to take before your migration weekend

Accounts and statements:
Record the latest details of your accounts and balances, especially if you have multiple accounts of the same type.
Bill payees/suppliers:
Record the details of your current suppliers alongside associated recurring and post-dated payments already set up with Motive, as these may need to be manually set up on National Bank’s online bank.
Interac e-Transfer^®:
Outgoing transfers: transfers sent but not accepted by the recipient before migration weekend will remain active. Recipients can accept them until their usual expiry date.
Incoming transfers: accept incoming transfers to your Motive account before the cutoff date or wait to accept them in your National Bank account after your migration weekend.
Motive or CWB recipients: note any Motive or CWB recipients to whom you currently transfer funds, and get their email address or mobile number to set them up as Interac e-Transfer recipients after migration.
Scheduled transactions:
Record the details of recurring payments, post-dated transactions, pre-authorized debits and bill payments that you set up with Motive. You will need to set them up in National Bank’s online bank after migration.
Direct deposits:
Take note of any vendors that currently make direct deposits into your accounts. You will have 12 months to update your account information with vendors.

For precise details about what to expect during your migration weekend, please consult your Migration Letter. If you’re part of the ongoing migration wave and you haven’t received your letter yet, don’t hesitate to contact us in one of the ways indicated below.

Migration weekend: What to expect and what to do

During your migration weekend, certain products and services will be temporarily unavailable as they are migrated to National Bank. Once the migration is complete, your accounts will be available again as National Bank products.

We understand this may be disruptive for your everyday banking and appreciate your understanding while we securely move your information.

Important

For precise details about what to expect during your migration weekend, please consult your Migration Letter. If you’re part of the ongoing migration wave and you haven’t received your letter yet, don’t hesitate to contact us in one of the ways indicated below.
Services will gradually become unavailable during your migration weekend.
Remember that bill payments, transactions, and certain transfers scheduled during this time will be cancelled. You can either process them before your migration weekend, or you can reschedule them from National Bank’s online bank once your migration is complete.

After you migrate: Start banking with us

It’s now time to set up your online bank and download the mobile app.

Activate your National Bank debit card

You can now activate your National Bank debit card and use it for purchases by completing a transaction at a merchant terminal using the PIN you received separately. If you’re unable to activate your card, you may have to try again later. Do not dispose of your Motive Financial debit card yet, as you will need it for your online enrollment.

As a National Bank client, you can make transactions at no additional cost anywhere in Canada with nearly 2,500 ABMs in THE EXCHANGE^® Network.

You can now access National Bank’s online bank! Once you’ve set up your online profile, you can use the same email and password to sign in to the National Bank app.

Note: If you don't have a Motive Financial debit card, you can use your Personal Access Number (PAN) for your digital enrollment. If you don't know your PAN, please call Motive Financial at 1-877-441-2249.

Stay vigilant!

National Bank will never proactively call, text or email you to ask you information about your PAN. Visit National Bank’s Fraud prevention page for cybersecurity tips.

Important: If you’re unable to sign in, rest assured that our teams are working diligently throughout the day to bring everyone online, and you may have to try again later.

Start using your online bank:

Accounts and statements:
Verify your balances and recent transactions in your online bank.
Bill payees/suppliers:
Verify your bill payees/suppliers in your online bank. If you’re missing any payees/suppliers, you will need to manually add them. While we’re continually expanding our supplier network, a supplier you previously used may not be available yet. In the meantime, you may process payments via Interac e-Transfer^®, cheque, or wire transfer.
Interac e-Transfer:
Set up Interac e-Transfer Autodeposit using your new National Bank accounts and a valid email address or mobile number.
Scheduled transactions:
Reprogram your scheduled transactions as they have not been automatically transferred.
Direct deposits:
Update your account information with the necessary service providers no later than 12 months from now.
Account nicknames:
Rename your National Bank accounts.
Motive or CWB recipients:
Set up your previous Motive or CWB recipients as Interac e-Transfer recipients.

View our step-by-step demos to learn how to use your online bank and mobile app

Discover your National Bank branch

As a National Bank client, you now have access to our branch network across Canada.

For a complete list of National Bank branches and ABMs, please refer to our locator

When will my other products migrate? 

If you hold multiple products with any CWB Financial Group^®, please see the full migration schedule to learn when each will migrate. 

See the full migration schedule 