Security Guarantee

Our commitment

Laurentian Bank of Canada has added a number of strict security measures to provide a highly secure banking environment, as evidenced by our implementation of a multi-factor authentication scheme.

This scheme incorporates your PIN (personal identification number), your security questions and an authentication image of your choice,  Password³, your Personal Verification Questions⁴, your Passcode³ and unique numerical code you receive through SMS text message or email, the use of encryption for online transactions and the automatic termination of your online (including on the Laurentian Bank App⁵) and telephone banking sessions after a few minutes of inactivity.

To allow you to carry out your online and mobile banking with complete peace of mind, Laurentian Bank of Canada is also providing a reimbursement guarantee if an unauthorized, fraudulent banking transaction is processed through the LBCDirect online banking service, the Laurentian Bank App or through the credit card online services. 

Tips to maximize the security of your online banking environment

You can significantly improve the security of your online banking environment by following these important tips:

• Chose a strong Password, Personal Verification Questions or Passcode and do not share it with anyone.
• Use the most recent version of your preferred web browser (e.g. Google Chrome™, Safari).
• Ensure that it is equipped with a compatible encryption device. Install effective firewall and antivirus software on your computer, Access Terminal⁶, or Mobile Device⁶ and update this software on a regular basis.
• Ensure you’re using a supported version of your preferred operating system (Windows, MacOS, iOS, Android®, etc.) and install all available security updates for your operating. 
• You can configure Windows, MacOS, iOS or Android® to automatically check for these updates.
• Don’t provide personal information while using public WiFi as the connection may not be secure. You should always use a secure https connection when banking online. 
• Never respond to emails that request confidential information about yourself or about any of your Laurentian Bank of Canada products such as your PIN, Password, Passcode, username, account numbers, Personal Verification Questions and answers etc. — we will never request such information electronically or via phone without your consent or knowledge.
• Clear your web browser cache regularly.

Security recommendations for mobile banking:

• Ensure your Mobile Device has a Password, Passcode or biometric authentication and auto screen lock is enabled;
• Do not store your mobile banking username or Password, Personal Verification Questions answers or Passcode on your Mobile Device;
• Use your own Mobile Device for online banking, do not use shared devices;
• When using a Wi-Fi connection, use trusted and standard Wi-Fi networks or service providers and enable security protection such as Wi-FI Protected Access (WPA), if possible;
• Always log off after finishing a mobile banking session and do not leave your Mobile Device unattended after you have logged on to mobile banking;
• Using your standard mobile keyboard is recommend, however, if you require a custom virtual keyboard, please ensure you use a trusted source;
• Use default browsers or browsers from recognized major manufacturers (Google, Microsoft, Firefox) and be prudent when downloading new browsers from other sources;
• Don’t modify your Mobile Device operating system as this may lead to compromised security;
• Use only the standard application stores (Google Play^TM or App Store^TM) to download apps on your Mobile Device;
• Install only a minimal set of required of apps from trusted manufacturers. Carefully restrict app permissions to reduce access to data on your Mobile Device;
• Keep the operating system on your Mobile Device updated to the most recent version and patches;
• Install antivirus and antispyware protection on your Mobile Device wherever it is possible and keep them current with the latest updates.

A shared responsibility

In order to benefit from the peace of mind offered by our reimbursement guarantee in case of fraud, you must take the following security measures:

• Carefully protect the confidentiality of your username(s), Password(s), Passcode(s), Personal Verification Questions and answers when you configure your profile in LBCDirect online banking service, on the Laurentian Bank App and in your credit card online services.
• Contact Laurentian Bank of Canada immediately if you suspect that anyone has discovered your Password, Personal Verification Questions or Passcode or if your account shows evidence of a loss, theft, misuse or any other suspicious transaction which you did not authorize.
• Verify all transactions on your monthly statement or in your online account activity history on a regular basis. If there is a discrepancy, please contact Laurentian Bank of Canada immediately at 514 522-1846 or at 1 800 522-1846 (toll-free), seven days a week, from 8:00 am to 8:00 pm. Note that after 30 days from the date of your statement, all transactions will be deemed accurate as we will assume these have been verified by you.
• Cooperate fully and provide all information and take all actions that Laurentian Bank of Canada reasonably requests when investigating alleged unauthorized activity.
• Respect the terms and conditions of the applicable agreement:
  • LBCDirect Online Services and the Laurentian Bank App⁶: Online Services & Mobile App Agreement (Personal Accounts) 
  • Credit card online services (personal): Online Credit Card Services Agreement
  • Credit card online services (business): Online Credit Card Services Agreement  
• End your online banking session by systematically logging out of LBCDirect’s secure server, the Laurentian Bank App / our credit card online services’ secure server.
• Adopt safe habits in order to make your online banking environment more secure.
   

Laurentian Bank of Canada will not be required to reimburse you pursuant to this Security Guarantee if it has reason to believe that:

• you shared your Password, Personal Verification Questions or Passcode  with any other person, or were careless in keeping your Password, Personal Verification Questions or Passcode  confidential;
• you have failed to take reasonable precautions to prevent unauthorized activity (see tips above); 
• you accessed LBCDirect website, the Laurentian Bank App and/or credit card online services while using a computer that you had reason to believe contained corrupted, vulnerable, infected or altered software which could compromise the computer’s security; or
• you failed to contact us as soon as you became aware of the loss or compromise of your username, Password, Personal Verification Questions or Passcode or if you suspect any unauthorized activity has occurred on your account(s).

To report an issue with your account, or for further enquiries regarding the Security Guarantee, please call Laurentian Bank of Canada at 514 522-1846 or at 1 800 522-1846 (toll-free)

We may amend the terms and conditions of, or revoke, this Security Guarantee at any time without prior notice. In the event of an inconsistency between an agreement in place and this Security Guarantee, this Security Guarantee shall take precedence to the extent permitted by applicable legislation.

  1. “Unauthorized activity” means a transaction that was carried out in your bank account through LBCDirect online banking service, the Laurentian Bank App or through the credit card online services without your permission, authorization or knowledge and where it can be established that you are a victim of fraud, theft or coercion.

 2. Laurentian Bank of Canada will not provide you with compensation under this Security Guarantee or otherwise be liable to you for any indirect loss or damage, including loss of income or profits, economic loss, incidental, indirect or consequential loss, resulting directly or indirectly from unauthorized activity in your  account, even if we have been advised of the possibility of such damage. 

3. “Password” means the unique combination of numbers and/or letters used to identify yourself and access an account. The secret access code you use when contacting our Telebanking Center, the unique numerical code you receive through SMS text message or email, the password you use for the LBCDirect online banking service, the Laurentian Bank App or the credit card online services and the Passcode (the numerical code selected by you to authorize certain transactions) are all examples of Passwords. "Passcode" means the numerical code selected by the cardholder to authorize certain transactions.

4.  “Personal Verification Questions” means the questions and answers that you may be required to choose, and provide answers to when prompted, to help Laurentian Bank of Canada confirm that you are the person accessing the LBCDirect online banking services, the Laurentian Bank App or the credit card online services, our Telebanking Center or to consent to transactions.

5. “Laurentian Bank App” means the Laurentian Bank of Canada mobile banking software downloaded to your Mobile Device from the applicable app store.

6. “Access Terminal” means any device used to access any of your accounts, including without limitation an ABM, a computer, a portable hand-held device, or a telephone, including any form of mobile telephone or Mobile Device (“Mobile Device” means a mobile device such as and including a computer, a portable hand-held device, or a telephone, including any form of mobile telephone, mobile device, wireless device or any other electronic device that is capable of being used in connection with the credit card online services and/or LBCDirect online banking services and/or the Laurentian Bank App).

Android^® and Chrome™ are trademarks of Google LLC.

App Store is a registered trademark of Apple Inc.

Google Play is a trademark of Google LLC.