RBC Security Guarantee (2024)

To provide you with greater peace of mind, we offer the RBC Security Guarantee for Online and Mobile Banking ("RBC Security Guarantee"). If an Unauthorized Transaction is conducted through your RBC Online or Mobile Banking service, you will be reimbursed 100% for any resulting losses to those accounts.⁺

⁺This RBC Security Guarantee is given by the Relevant RBC Company in connection with its Online and Mobile Banking service. The RBC Security Guarantee is subject to the provisions of the Electronic Banking Agreement (“EBA”). The EBA gives a definition of Unauthorised Transactions and provides further details of the liability of the Relevant RBC Company in respect on any Unauthorised Transaction.

To receive reimbursem*nt under this guarantee, you must:

• Sign out and close your Internet browser or App at the end of each Electronic Banking session
• Keep your password and personal verification questions (and answers) confidential
• Keep your RBC Tokens, Entrust Tokens and RBC SecureCard secured
• Contact us immediately if you know or suspect that your password has become known to someone else, or if there has been suspicious activity in your account that you did not authorize

Other Ways We Protect Your Privacy and Security

RBC is committed to helping you keep your Online and Mobile Banking experience secure and private. We use state-of-the-art technology and follow numerous security procedures to help protect your accounts from unauthorized transactions.

You can maximize the security of your online and mobile activities and protect yourself against identity theft and other online or mobile fraud by learning more about our security tools and safe computing practices:

Your Responsibilities:

1. Do not disclose your personal account information to others (including your ATM PIN, online banking password, and User ID). If you are contacted by anyone to disclose same, you should decline/not respond and notify us immediately.
2. Please note that we will NEVER ask you for your PIN Numbers, Passwords, Token Values or Personal Verification Questions etc.
3. Keep your login information secure and strictly confidential at all times.
4. Immediately notify us or change your password if you have any reason to believe that your login information may have been compromised.
5. Promptly report incidents/or if you are a victim of unauthorized account access by calling our Support Units via: Phishing and Website Fraud.
6. Do not leave your computer/devices unattended while using RBC Electronic Services. Always use the Sign-off button once you have completed your banking. For additional security, close your browser window or App before leaving your computer.

Sign-In Protection with Entrust Two Factor Authentication

Like a second lock on a door, Entrust Two Factor Authentication adds an extra barrier between your accounts and any unauthorized users. This feature works from any location, whether you’re signing in from a public computer, home or from devices like smartphones or tablets.

Once you have enrolled for Entrust Two Factor Authentication you will be equipped with the most advanced security features available today.

1. Sign in to Online Banking
2. Follow the onscreen instructions to insert Entrust credentials

Personal Verification Questions

Online & Mobile Banking customers are asked to provide a set of Personal Verification Questions.

These questions are used to issue a new password online (in the event you forget your original password) or as a complimentary authentication method in addition to user ID and password. Personal Verification Questions are unique to each customer and are not accessible to anyone else. Caution must be exercised when setting up Personal Verification Questions. You must always keep your questions private and avoid using questions that are easily guessed.

RBC employees will never ask you for your password or Personal Verification Questions. If someone identifies themselves as an RBC employee and asks for your password and PIN, take caution. They do not represent RBC. Do not reveal your information to them and please contact the RBC Contact Centre, or your RBC Royal Bank Branch immediately.

Your password

When you enroll in Online or Mobile Banking you are issued a password and an Activation Code/User ID.

Your password gives you immediate but limited access to Online & Mobile Banking. Once you receive and enter your assigned password, you will be prompted to change this immediately in order to obtain access to your Online and Mobile Banking features/functionality.

Use of cookies

RBC will use cookies for purposes that are beneficial to our clients. For example, we use cookies to improve how our users navigate through our Web sites, to save online preferences and to ensure the security of online serve sessions like Online & Mobile Banking.

Cookies are always encrypted. This means that the information contained inside the cookie file is scrambled and can only be decoded and read by RBC.

E-mail and Security

Generally speaking, e-mail is not secure. You should never include account numbers, credit card numbers or passwords in an e-mail. Only general inquiries should be sent from your home or office e-mail address. However, you may send us a personal and confidential message by using the Online Banking secure mail feature. Messages sent to us through the message centre are communicated directly to the Relevant RBC Company and are not sent across the Internet like regular e-mail.

Please do not include your password or PIN in your messages to us.

Secure Browsing through Encryption

Encryption is used for all online transaction sessions or whenever personal or financial information is requested of you. Encryption encodes the information that flows between your computer and our computer systems making it difficult for unauthorized individuals to intercept, read or alter your online communications and transactions.

We require that your browser supports 128-bit encryption when you access our online services. If your browser does not support 128-bit encryption, you will likely receive an error message when you attempt to sign in to one of our secure Web sites.

Safe Internet Practices

Keep Your Software Up-to-date

The software you use can affect the security of your online activities. You should watch for warnings about security "holes" or "bugs" that may affect the software and Web browser you are using. It is a good practice to regularly check for software updates on the web site of your browser manufacturer.

Secure Sessions

For your protection, we require that you "Sign in" when using secure areas of our Web sites and recommend that you "Sign out" when you are done. You should not leave your computer unattended while logged in. However, as added protection, we will automatically log you out if there has been no online activity for a period of time.

We recommend you close your browser after using secure online services like conducting financial transactions. This will ensure that any information temporarily stored in your browser is erased, preventing others from viewing this information later.

We store your login information and passwords in a protected and secure environment, isolated from the Internet so they cannot be accessed or downloaded by unauthorized individuals. You too, should ensure that this information is kept secret and safe.

Use Strong Passwords

Your password grants access to your personal information and services online. You don't want someone else to easily guess this information.

Choose unique passwords. Longer passwords with 8 or more characters and a mix of letters and numbers are stronger.

Try to avoid passwords that are real words or obvious choices, such as family names, birthdays or telephone numbers.

Avoid using the same password for multiple applications or Internet services.

If your usernames or passwords automatically appear in the sign-in page of a secure Web site, you should disable the auto complete function in your browser.

Protect your password. Memorize it, do not write it down, change it frequently and do not reveal it to anyone.

Guard against Identity Theft

Keep your information secure and protect yourself against identity theft. Identity thieves steal your personal information and use it to obtain funds or credit in your name. Identity theft can take months to detect and it can take just as long to correct the damage.

To protect yourself from identity theft, do not give thieves an opportunity to steal your information. Keep important information in a safe place. Only share personal information with trusted third parties. Monitor bills and statements and when discarding sensitive information ensure it is shredded.

If you suspect you are a victim of identity theft, file a report with the police immediately. Ask for a copy so that you can provide the evidence to the various companies you have to contact. Then contact your bank representative to ensure all credit cards and accounts are secured.

Visit our Privacy & Security website for more information about how RBC safeguards your personal, business and financial information.