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Interac® e-Transfer – Frequently asked questions

Step-by-step demonstration

What are the fees and limits?

  1.  How much does it cost to send an Interac e-Transfer?

    View a list of Interac e-Transfer fees here.
  2.  Why are there minimums and maximums on the amounts I can send and receive? 

    Like most financial transactions, there are limits on the amount you can send and receive. The minimum amount is $10.00. View a list of Interac e-Transfer maximums here.

What is it?

  1.  What is an Interac e-Transfer?

    An Interac e-Transfer is the ability to send and receive money online quickly, easily and securely to and from anyone with an email address and a personal bank account at a Canadian financial institution.
  2.  What are the qualifications/requirements to send and receive an Interac e-Transfer?

    To send an Interac e-Transfer you must have an email address and be an online banking customer. The Recipient must have an email address and a personal bank account at a Canadian financial institution. A mobile phone number is an additional option.
  3.  Is money sent by email or text message? 

    No. Money is not sent by email or text message. Email and text messages are only used to notify the recipient that there is money waiting to be collected. The actual transfer of funds takes place in a secure environment between the financial institutions of the Sender and Recipient.
  4.  Is sending an Interac e-Transfer secure?

Yes. The money always resides safely at the financial institutions. It is transferred through existing payment networks that financial institutions have used for years to settle cheques, bank machine deposits and withdrawals.

Security measures have been built into the system, including:

  • Encryption technology.
  • Confidential user IDs and passwords issued by financial institutions.
  • A secure login process.
  • A Security Question and Answer to ensure only the recipient can process the transaction (as long as the sender has not provided the security answer via the message function).

How does it work?

  1.  How long does it take to receive money by e-Transfer?

    It usually takes at least 30 minutes for the Interac e-Transfer to be cleared. However, it can take longer, depending on factors such as the financial institutions involved, the day it is sent (business day or holiday), the recipient's email or text system and Internet connectivity. You can check the status of your e-Transfers by going to the “View my e-Transfers” page. Once it is cleared, an email or text notification will arrive at the recipient's email address or mobile phone and the recipient can then deposit the funds immediately.
  2.  Why does a standard funds transfer happen overnight but an e-Transfer is quicker?

    With a standard funds transfer, the money is moved overnight from Manulife Bank to the other financial institution. When an e-Transfer is sent, the money is immediately withdrawn from your account and put in a holding account with Manulife Bank until the recipient deposits the money. Once the recipient deposits the money, Manulife Bank will settle the funds with the other financial institution.
  3.  How do I send an Interac e-Transfer?

    First, you need to be set up for online banking at Manulife Bank. If you aren’t, call the Bank Service Centre at 1-888-765-2265. Then you need the email address or mobile phone number of the person to whom you want to send money. Then:

    1. Login to online banking at www.manulifebank.ca .
    2. If you have not yet registered for Interac e-Transfers, you will need to select “Get started” under the Interac e-Transfer heading in the left-hand menu.
    3. When the “Get Started” screen opens, enter your name and email address.
    4. Then select whether you would like to be notified by email or by both email and your mobile phone, enter the information and click on the “Register” button.
    5. Now you are registered and can begin to send and receive Interac e-Transfers.
    6. Click “Send Money” from the Interac e-Transfer menu option on the left.
    7. Select a recipient from the list. If you need to add a new recipient, click the “Add” button and the “Manage My Recipients” page will open. When you’re finished, click “Finish” and you’ll go back to the “Send Money” page.
    8. Enter the details of the transfer, including the account from which the funds should be withdrawn, the amount and provide a Security Question and Answer. The recipient will need to input the correct security Answer in order to deposit the money.
    9. Confirm the details and click “Finish.”
  4.  How do I deposit an interac e-Transfer when someone sends me money?

When someone sends you an Interac e-Transfer, you will receive a notification via email or text message indicating a transfer has been sent to you. The notification includes information about the transfer including:

  • The sender’s name.
  • The transfer amount.
  • The expiry date.
  • A message from the sender.

The notification also includes a link and directions to help you deposit the money to your account. Simply:

  • Click the link in the notification message.
  • Select Manulife Bank from the list of financial institutions.
  • Login to online banking and select the account into which you would like to deposit the money, answer the Security Question and click “Accept e-Transfer.”

Please note: If you cannot click on the link in the email notification, either cut and paste or type the link into your browser.

  1.  Can I cancel or stop an Interac e-Transfer?

    Yes. You can cancel or stop an Interac e-Transfer through online banking if the recipient has not yet deposited the money. The money will be re-deposited back into your account. Although there is no additional charge to stop the transaction, the initial Interac e-Transfer service fee will not be refunded when you stop the e-Transfer.

    To stop an e-Transfer:

    1. Select “View my e-Transfers” from the Interac e-Transfer menu.
    2. Select the “Reference” link for the transaction you wish to cancel.
    3. Select the “Stop e-Transfer” button and then the “Finish” button. The money will then be returned to your account and a notification will be sent to the recipient advising them that the e-Transfer has been cancelled.
  2.  How long does a recipient of an Interac e-Transfer have to deposit the money?

    A recipient has 30 days to deposit money that you have sent them by e-Transfer. During those 30 days, you can send reminder notifications to the recipient via online banking. Select the “View my e-Transfers” option from the Interac e-Transfer menu and then the “Reference” link of the e-Transfer to re-notify your recipient.

    If the recipient does not deposit the money you sent within 30 days, the e-Transfer will expire. You will receive a notification advising you that you must re-deposit the money back to your account.

  3.  Can a recipient decline the money?

Yes. A recipient can decline the money that is sent to them in an Interac e-Transfer.  The sender will receive notification by email or mobile text message that the money has been declined. Then the sender can follow instructions in the message to re-deposit the money back into their own account.

Who can use this feature?

  1.  Can I send an Interac e-Transfer to anyone?

  • If your recipient is a customer of Manulife Bank or any other participating institution, they will follow the link from the email or mobile text message and step through the instructions provided.
  • If your recipient’s financial institution does not yet offer the Interac e-Transfer service, or if they don't bank online, they can still receive e-Transfers to any Canadian bank account. They will need to register via the Interac website and provide their banking information for the money to be deposited into their bank account. The deposit usually takes 4-6 business days to process and a fee may apply which will be deducted from the deposit amount. This option is available to recipients by using the link in the e-Transfer notification they receive. This link may be cut and pasted into the recipient’s browser if they are unable to click directly on the link.
  1.  Can business accounts use Interac e-Transfer?

    Yes. This service is available for business accounts.
  2.  Can personal accounts with two or more required signatures use Interac e-Transfer?

    No. This service is NOT available for any personal accounts that require two or more signatures to perform transactions.
  3.  Can I send money by Interac e-Transfer to someone outside of Canada?

Money sent by Interac e-Transfer must be in Canadian dollars and it must be deposited into a Canadian bank account.

How do Security questions work?

  1.  What is the purpose of the Security Question?

    The Security Question plays a key role in the security of your Interac e-Transfer. It is used to protect the transfer from being intercepted by someone other than the intended recipient.

    To collect the money, the recipient must correctly answer the Security Question. The security Answer is a shared secret between the sender and the recipient. If someone other than the recipient tries to deposit the money, they will be unable to answer the Security Question and, therefore, unable to deposit the money.

    If the question is not answered correctly, the sender will be notified via email or text message and advised to re-deposit the money back into his/her account.  

  2.  Who creates the Security Question? 

    The sender of the Interac e-Transfer is responsible for creating an effective Security Question and Answer for each recipient.
  3.  What is an effective Security Question?

    Here are some important points to consider in creating a Security Question and Answer:

    DO select a question that is a shared secret between you and the recipient. Good security questions cannot be guessed or researched.

    Examples of a good security question: What is the name of your youngest child?
    What street did you live on in third grade?
    What is the security answer we discussed?

    DO contact the recipient over the phone or in person to ensure s/he knows the answer and the correct spelling of the word.

    DO make the answer one word only. It must be between 3 and 23 alphanumeric characters in length. Special characters such as %, &, $ cannot be used.

    DON'T select a question that can be answered by “Yes” or “No.”

    DON'T select a question that can be answered by doing a little research, such as a recent news event, sports event, geographic location, etc.

    Examples of bad security questions: What is the capital city of New Brunswick?
    Who won the World Series in 2011?
    DON'T select a question that could be easily guessed.
    Examples of bad security questions: What is two plus two?
    What is my hair colour?
    What colour does yellow and blue make?
    DON'T include the Security Question and/or Answer in the “Message to recipient” field of the 'Send Money' transaction, or send the Security Question and/or Answer in an email or text message to the recipient.
  4.  How do I inform the recipient of the Security Question and Answer?

    Contact him/her in person or by phone to confirm the recipient knows the correct answer to the Security Question. Do not include the Security Question and Answer in an email to the recipient, or in the “Message to recipient” field when sending an Interac e-Transfer.
  5.  Can I use the same Security Question and Answer for all my recipients?

    We recommend that you create a different Security Question and Answer for each recipient.
  6.  I am using Interac e-Transfer to pay for an online auction item and the seller has suggested a Security Question and Answer. Can I choose a different Security Question and Answer?

    Yes. You, as the sender of the Interac e-Transfer, can create a different Security Question and Answer. Then contact the seller and tell him/her the new Security Question and Answer.

    Important: As the sender of the Interac e-Transfer, it is your responsibility to ensure the Interac e-Transfer is secure, which you accomplish by creating an effective Security Question and Answer.

  7.  How many times can a Recipient try to correctly answer the Security Question?

The Recipient can attempt to correctly answer the Security Question three times. If the Recipient is unsuccessful after the third attempt, the Interac e-Transfer will be declined an returned to the Sender. Therefore, it is important that you check the spelling and format (e.g., when using dates) of your response and contact the Recipient by phone or in person to inform them of the correct answer. Never include the response to the security question in a separate email or in the message field of your Interac e-Transfer.

Troubleshooting

  1.  What is a 're-notification message’?

    If the recipient deletes the Interac e-Transfer notification by accident, the Sender can re-send the original Interac e-Transfer notification. This is called a re-notification message. Select “View my e-Transfers” from the left-hand navigation menu and then select the “Reference” link for the e-Transfer. From this screen you can select the “Re-notify Recipient button.
  2.  If I send a ‘re-notification message’ to a Recipient, the Recipient will now have two emails and/or mobile text messages for the same transfer. Can the money be collected twice?

    No. Once the Interac e-Transfer is collected by the Recipient, it cannot be collected again.
  3.  What happens if I send an Interac e-Transfer to an invalid email address and/or mobile phone number?

    If the email address and/or mobile phone number is invalid, you will receive an email and/or mobile text message notifying you that the contact information is invalid. At that time, you will have the opportunity to change the Recipient email address and/or mobile phone number and re-send the Interac e-Transfer. To do this, select “View my e-Transfers” from the left-hand navigation and select the “Reference” link for that e-Transfer. You can then select the “Re-notify Recipient” button and edit the recipient’s contact information and select “Finish.” A re-notification message will be sent to the recipient’s revised email address and/or mobile phone number.
  4.  What happens if I send an Interac e-Transfer to a wrong buy valid e-mail address or mobile phone number?

The security question helps ensure that the wrong person cannot collect the money, even if you accidentally sent it to the wrong email address or mobile phone number. Therefore, always select a security question that only you and your intended Recipient know the answer to. Never include the response in a separate email or in the message field of your Interac e-Transfer.

If the email address is a valid address but not the intended Recipient's email address you can either:

  • Stop the e-Transfer by selecting “View my e-Transfers” from the left-hand navigation and selecting the “Reference” number link of the e-Transfer you wish to stop. From there, select the “Stop e-Transfer” button and “Finish.” The recipient will no longer be able to deposit this e-Transfer. Note – This is the recommended action since the unintended recipient can deposit the e-Transfer if they guess the Security Answer.

OR

  • Update the recipient contact information by selecting the “View my e-Transfers” link from the left-hand navigation. Next, select the “Reference” number link for the e-Transfer that needs updated recipient information and select the “Re-notify Recipient” button. On this page you can edit the recipient’s contact information and send a re-notification message. Note – This e-Transfer can still be claimed by the unintended recipient if they guess the Security Answer until such time as the e-Transfer is claimed by the intended recipient.
  1.  I have changed my email address and/or mobile phone number. What should I do?

    You can update your email address or mobile phone number by selecting “Manage my Profile” from the Interac e-Transfer menu option.
  2.  When I am trying to deposit an Interac e-Transfer, why do I get an 'Invalid Payment ID' error when I click on the payment URL in the email notification?

    Certain browsers/email providers have limits on how many characters can be in a URL. Any characters past these limits are considered unnecessary. To get around this problem, copy the URL and paste it into your web browser address bar. Please make sure all the characters after "pID=" are present.
  3.  Why do I have to re-deposit my money when the Recipient did not collect the Interac e-Transfer?

Once you successfully send an Interac e-Transfer, the money is debited from your account and held in a designated account for your intended Recipient to collect. The Recipient has 30 days to collect the money. During that time, only you and your Recipient have access to these funds. Because the funds are held in a designated account, they must be re-deposited into your account if they are not collected by the recipient. If you do not re-deposit the funds within 7 days after the e-Transfer expiry, we will automatically deposit the funds back into your account.

Mobile notification

  1.  I received a text message notification from 100001. What does this mean?

    Short codes (also known as short numbers) are special telephone numbers, significantly shorter than full telephone numbers, that can be used to address text messages to or from mobile phones. Short codes are designed to be easier to read and remember than normal telephone numbers. Like telephone numbers, short codes are unique to each operator at the technological level. Standard text messaging charges apply.
  2.  I tried sending an Interac e-Transfer notification to a mobile phone number, but received an email and/or text message saying it did not go through. Why? 

Always check to make sure you have entered the correct mobile phone number each time you wish to send an Interac e-Transfer. A notification may not be delivered to the recipient if the:

  • Phone number entered is a land line.
  • Phone number entered is a non-Canadian mobile phone number.
  • Recipient has blocked Interac e-Transfer notifications being sent to his/her mobile phone number.
  • Recipient is encountering technical issues with their mobile phone and therefore the message cannot be delivered for technical reasons (e.g. phone is off, mobile network unavailable).
  • Mobile Network Operator does not support all text messages.
  1.  I received a text message from Interac, but did not opt in to this service. How do I stop receiving Interac text messages?

    The text message was sent because someone chose to send you an Interac e-Transfer and notify you via text message. We recommend you let this person know you do not want to receive these messages. The sender can use your email address instead to send you a transfer.

    To permanently stop all text message notifications from Interac e-Transfer, reply to an Interac e-Transfer text message with the message STOP (or text STOP to 100001). Once stopped, text message notifications cannot be reinstated.

    Standard text messaging charges apply.

  2.  I received a text message notification for an Interac e-Transfer. I don't want to pay data charges on my mobile phone and/or I cannot access the web. What should I do?

If your mobile phone is not web-enabled, or if you would prefer not to deposit your transfer using your mobile phone, type the link provided into your browser on any computer and follow the instructions to pick up your transfer. Anyone using a web-enabled mobile device can use the link provided in the notification message, login to online or mobile banking and deposit a transfer.

 

 

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