FAQs

Do you have questions about any of the products or services we offer? If you’ve got questions, we’ve got answers. Choose from one of the categories to the left or choose from our top questions asked below.

Top questions

When will I receive my tax receipts?

Which of my Accounts qualify for a Tax Receipt?

Where can I find my tax receipts?

Can I still use my ING DIRECT Client Card?

Since you've exited THE EXCHANGE Network, how do I access my money?

I lost my PIN that gives me access to my Account by telephone and online. How can I retrieve it?

Where is the transfer money option?

How do I close my Account?

How do I order new cheques on the Tangerine website?

Do my ING DIRECT cheques still work, and will I get new Tangerine cheques?

How do I download eStatements on the new Tangerine site?


 

When will I receive my tax receipts?

If you’ve signed up for electronic receipts, that’s the fastest way to get your tax receipts. It’s fully secure and eliminates waiting for the mailman. To sign up for electronic receipts:

  1. Log in.
  2. Under ‘My info and options’ on the left side of your screen, select ‘General settings’.
  3. Edit your tax receipt preferences, and choose electronic.

As soon as you’re signed up, you’ll be able to view any receipts that are already available as of the date you switch to electronic delivery. Ongoing, your tax receipts will appear online as soon as they’re issued. You can find your tax receipts under ‘My documents’ once you're logged in.

For Accounts other than Investment Fund Accounts, receipts will be ready as follows:

Receipt Type

Electronic Receipts (by week of)

Paper Receipts (by week of)

RSP — Balance of year contributions

Jan 9, 2017

Jan 16, 2017

T4RSP — Statement of RSP Account Income (including HBP and LLP)

Jan 9, 2017

Jan 16, 2017

T4RIF — Statement of Income From a Registered Retirement Income Fund

Jan 9, 2017

Jan 16, 2017

RL-2 — Statement of RSP/RIF Account Income (including HBP and LLP) for Quebec Residents

Jan 9, 2017

Jan 16, 2017

NR4 — Statement of Amounts Paid or Credited to Non-Residents

Jan 9, 2017

Jan 23, 2017

T5 — Statement of Investment Income receipts

Jan 9, 2017

Jan 23, 2017

Annual statements for Savings Accounts will be mailed by the week of January 16, 2017.
Annual mortgage statements will be mailed by the week of January 30, 2017.
Receipts for RSP contributions made in the first 60 days of 2017, starting week of January 23, 2017 and every two weeks thereafter until the week of March 13, 2017

For Investment Fund Accounts, receipts will be ready according to the following schedule:

Receipt type

Electronic Receipts (by week of)

Paper Receipts (by week of)

RSP — Balance of previous year contributions

Jan 9, 2017

Jan 16, 2017

T4RSP — Statement of RSP Account Income (including HBP and LLP) 

Jan 16, 2017

Jan 23, 2017

T4RIF – Statement of Income from a Registered Retirement Income Fund

Jan 16, 2017

Jan 23, 2017

NR4 — Statement of Amounts Paid or Credited to Non-Residents

Jan 16, 2017

Jan 23, 2017

RL2 — Statement of Retirement and annuity income (including HBP and LLP) for Quebec Residents

Jan 16, 2017

Jan 23, 2017

T3 — Statement of Trust Income Allocations & Designations

Not available

Mar 13, 2017

RL16 — Statement of Trust Income for Quebec Residents

Not available

Mar 13, 2017

Receipts for RSP contributions made in the first 60 days of 2017, starting the week of January 30, 2017 and every two weeks thereafter until the week of March 13, 2017.

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Which of my Accounts qualify for a Tax Receipt?

Account typeTax Receipt?The why and how
Tangerine Savings Account, Non-Registered Yes If the interest earned is $50 or more for the calendar year you will receive a Tax Receipt
Tangerine Tax-Free Savings Account (TFSA), Registered No The Tax-Free Savings Account does not generate a Tax Receipt as all interest earned is Tax-Free
Tangerine RSP Account, Registered No RSP Accounts generate RSP Contribution receipts for more information see RSP Receipts FAQ’s
Tangerine Chequing, Non-Registered Yes If the interest earned is $50 or more for the year you will receive a Tax Receipt
Tangerine Business Savings Account No Business Accounts do not qualify for a Tax Receipt, please print your statements and provide them to your accountant
Tangerine Investment Fund Account Yes Non-registered Investment Fund Account (that is, non-RSP, non-TFSA and non-RIF Investment Fund Accounts) holders will receive a T3 tax slip for any fund that has had a distribution the previous year. These slips show any interest, dividend, or capital gain income earned.
Tangerine Tax-Free Investment Fund Account No The Tax-Free Investment Fund Account does not generate a Tax Receipt since all distributions and gains are tax-free.
Tangerine RSP Investment Fund Account Yes RSP Investment Fund Accounts generate RSP Contribution receipts for contributions made to that Account.
Tangerine RIF Investment Fund Account Yes RIF Investment Fund Accounts generate T4RIF tax slips for any withdrawals made from that Account.

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Where can I find my tax receipts?

Once you’re logged into the Tangerine website, your tax receipts can be found in the ‘My documents’ section, which is located in the left side menu. Please keep in mind that tax receipts are only issued if interest earned during the year was over $50.

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Can I still use my ING DIRECT Client Card?

As of October 27, 2014, your old ING DIRECT Client Card will no longer work. In order for us to send you your new Tangerine Client Card, please phone us at 1-800-863-1605. If you have received your new Tangerine Client Card and haven't activated it yet, you’ll want to take care of that right away as your ING DIRECT Client Card will no longer work. Simply log in at tangerine.ca on any browser and follow the link to Activate Now.

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Since you've exited THE EXCHANGE Network, how do I access my money?

Here are free ways to access your cash using your Tangerine Client Card and your smartphone:

  • Free, unlimited transactions at over 3,500 ABMs in the Scotiabank® ABM Network across Canada, including withdrawals from those at Couche-Tard, 7-Eleven, Quickie convenience stores and Cineplex Theatres. Find Scotiabank ABMs near you with our handy online ABM locator.
  • Ask for Cash Back at retailers when you make debit purchases.
  • Deposit a cheque by taking a picture of it with your smartphone, using Cheque-In™. Just download our Mobile App if you don't already have it.

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I lost my PIN that gives me access to my Account by telephone and online. How can I retrieve it?

You can reset your PIN either on the phone or online. Before we reset your PIN, we’ll ask a few security questions to make sure it’s you.

To reset your PIN online:

  1. Click I'm a Client, let me in!, enter your Client Number and click Go.
  2. If this isn't your usual computer, answer your secret question and click Next.
  3. Under the field where you would normally enter your PIN, click the link I forgot my PIN.
  4. Enter the personal information requested, then click Next.
  5. Your old PIN is now deactivated. Enter a new PIN, then click Next.
  6. Your PIN will be reset and you'll have immediate access to your Tangerine Accounts, both online and by phone.

To reset your PIN over the phone:

Call us at 1-888-464-3232 or 416-756-2424 . When your PIN has been reset, you'll have immediate access to your Tangerine Accounts, both online and by phone.

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Where is the transfer money option?

If you’re using a desktop or laptop, please make sure your browser window is fully maximized. Once you’re logged into our website, ‘Move my money’ is in the menu on the left side of the screen. If you’re using a smartphone or tablet, click the Menu icon to display the menu options, followed by ‘Move my money’.

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How do I close my Account?

To close a Tangerine Account, please call us at 1-800-464-3473 and we’ll be happy to help. We’re here 24 hours a day, 7 days a week.

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How do I order new cheques on the Tangerine website?

Once you’re logged into our website, go to the Tangerine Chequing Account you’d like to order cheques for. Click the Order my cheques link, which is located just above your transaction history.

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Do my ING DIRECT cheques still work, and will I get new Tangerine cheques?

Any ING DIRECT cheques that you have can still be used for your Account(s). We will not automatically re-issue new Tangerine cheques to you. Cheques ordered on or after May 1, 2014 will reflect Tangerine.

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How do I download eStatements on the new Tangerine site?

You can view your eStatements on our new website by logging in and clicking ‘My documents’ (in the menu on the left side of your screen), followed by ‘Statements’. If you’re not already signed up to receive eStatements, you can do so by following these steps:

  1. When logged into the website, click ‘My info and options’.
  2. Select ‘General settings’.
  3. Under Communication, edit your Statement preferences.
  4. Choose Electronic and Update.

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