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FAQs: Security & privacy


What is DoubleSafe?

DoubleSafe is our enhanced login process designed to help prevent unauthorized access to your Account(s), while reassuring you that you're on the real Tangerine website. By becoming a standard part of your online login, it will help to protect you against identity theft and fraud. It will also help you to better spot any attempts at email 'phishing' or online sites pretending to be Tangerine.  DoubleSafe consists of selecting a picture and phrase, and then choosing three secret questions. Each time you log in, you’ll verify that the picture and phrase match the ones you selected, and then input the answer to your secret question. These steps help protect you, whether you're signing into your Account from any computer or mobile device.

In addition, we have set up a hotline (1-888-SAFE-304) which you can call if you suspect that you have been phished or if you have been directed to a phony look-alike website claiming to be Tangerine.

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How does DoubleSafe work?

DoubleSafe is made up of two parts:

  1. A picture and phrase.

  2. Three secret questions that no one else knows.


When you're at your own computer, enter your Client Number and click GO. We'll show your DoubleSafe picture and phrase, which verifies that you're at the real Tangerine website. This is how you know it's us and that it's safe to enter your PIN.

If you're signing in from a different computer, we'll ask you one of your DoubleSafe secret questions to verify your identity. When you answer correctly, your DoubleSafe picture and phrase will appear. That's when you know it's safe to enter your PIN and sign in. And we know that it's really you.

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Why do I need to set up DoubleSafe?

There are two reasons we've put DoubleSafe in place:

  • First, it helps you confirm that you're at the real Tangerine website rather than at a phony look-alike site.

  • Second, it helps us confirm that it's actually you accessing your Accounts because the process helps us verify your identity. If we don't recognize your computer, we'll ask you one of your secret questions as an additional line of defense against unauthorized access to your Accounts.


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How is DoubleSafe more secure?

In addition to using your secure PIN to log into our website, the DoubleSafe picture and phrase work to help you instantly know that you are on the real Tangerine website. If you are signing on from a different computer than you had originally registered with (e.g., at a library or internet café), we'll ask you one of your DoubleSafe secret questions so that we can positively identify you before letting you proceed. It works to make online banking with Tangerine more secure and extra safe – DoubleSafe.

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How do I sign up for DoubleSafe?

If you hadn't already set up your picture and phrase, or chosen your three secret questions when you first logged onto our website, you will be asked to set up the process the next time you log in.

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How do you know that I'm signing in from my own computer?

One of the ways we recognize you is by placing a cookie on your computer when you register for DoubleSafe. The cookie contains a unique, randomly generated number used as an identifier that your web browser sends back to us when you log onto the Tangerine website.

This cookie only lets us know you're using your own computer and does not contain any personal information. No other website can read or use this cookie.

If you log in from another computer, no cookies will be found so the Tangerine site will ask you one of your DoubleSafe secret questions to verify your identity.

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Does DoubleSafe use cookies?

When logging in from a computer that is not registered, you will be asked one of the DoubleSafe secret questions that you set up. On this page, you will have the option to choose Remember my Client Number on this computer. If you select this option, we will place a cookie on your computer and won't have to ask you a secret question next time you log in.

This cookie only lets us know you're using your own computer and does not contain any personal information. No other website can read or use this cookie.

If you log in from another computer, no cookies will be found so the Tangerine site will ask you one of your DoubleSafe secret questions to verify your identity.

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What if someone steals my PIN? How will DoubleSafe prevent them from accessing my Account?

When an unauthorized person tries to sign in, the lack of a DoubleSafe cookie sent to us will let us know they're using a different computer, so we'll ask the user one of your DoubleSafe secret questions.

Making your DoubleSafe secret questions personal and unique will help prevent unauthorized access to your Account if your PIN is stolen.

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Why do I need to set up DoubleSafe secret questions?

Secret questions help prevent unauthorized people from getting access to your information online. That way, even if someone tried to use your Client Number and PIN to access your Account online, they wouldn't know the answer to your secret question. But it is important to remember that you need to keep your PIN safe and secure because if they have access to your personal computer and it's set up to remember you, they won't see the secret question.

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When I enter my Client Number, it asks me a question instead of showing my DoubleSafe picture. Why?

You may want to first check if you entered you Client Number correctly. Or, if you recently cleaned or removed the cookies from your computer we will also need to ask you your DoubleSafe secret question again. When you sign in from a computer we don't recognize, we will need to ask you a secret question to confirm that it's really you.

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Can I change my DoubleSafe picture and phrase, and secret questions?

Yes, you can change your DoubleSafe picture and phrase, and secret questions at any time. To make the change, follow these instructions:

  1. Log in, if you aren't already logged in.

  2. Click your name near the top of your screen to get to your Profile & Settings.

  3. Under 'General', scroll down to the 'DoubleSafe' section and click 'Edit' to change your picture, phrase, or secret questions.


You'll also be able to:

  1. Register your computer

  2. Unregister all computers that have your secret questions saved

  3. Remove your saved Client Number from all computers


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I answered the DoubleSafe question incorrectly and I'm locked out. How do I reset my questions?

To reset your questions all you need to do is call 1-888-SAFE-304 and choose the option to reset your DoubleSafe questions. You will be asked to verify some information and once confirmed, you will be able to go back online and reset your DoubleSafe secret questions.

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What is the Tangerine Security Guarantee?

Your money and privacy are protected from the instant you open your Tangerine Account. Our security features are top notch, and we continue to make enhancements to make them even better. If your security is ever compromised, we'll make things right. That's the Tangerine Security Guarantee.

Account Protection
We cover your losses for unauthorized activity in any of your Tangerine Accounts. Just be sure to notify us of the problem within 30 days of when the first statement that shows the unauthorized activity was made available to you. Call us at 1-888-826-4374.

We need your help too
Don't give out your Client Number, secret questions (and answers) or PIN to anyone else. Log out at the end of each online banking session. Monitor your statements and pay attention to Account alerts. And let us know immediately if you discover a transaction that you suspect is fraudulent.

If it's not your fault, we've got you covered - guaranteed!

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How do I know I'm at the genuine Tangerine secure website?

We have set up security enhancements to ensure that you are at the legitimate Tangerine website. Typing our address (tangerine.ca) directly into your web browser will lead you to our site, at which time you will proceed through the secure login. Make sure you recognize your DoubleSafe picture and phrase before continuing. If you do not see these, do not enter your PIN.

If you do not see your DoubleSafe picture and phrase, or are not asked your personal secret question, do not enter your PIN. Check to see if you entered your Client Number correctly. If you did and you still do not see your DoubleSafe picture and phrase, or you are not asked your secret question, do not enter your PIN.

You can phone the DoubleSafe hotline 1-888-SAFE-304 or send us an email at phishing@tangerine.ca to report that you may have encountered a phishing site or email.

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Can I access my Tangerine Account online from multiple computers?

Yes, you can access your Account online from any number of computers and have the same DoubleSafe protection.

If you sign in from a computer that you haven't used before, just answer one of your secret questions to verify that it's really you. After answering correctly, you can choose to register that computer for future banking and avoid the secret question again with that computer. We do not recommend that you register public computers, e.g., at a library or internet café.

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I share my computer with someone who also uses the Tangerine secure website. Can both of us still sign in from this computer?

Yes. There is no limit to how many people can sign into Tangerine from the same computer. Just remember not to share your Client Number, PIN or the answers to your secret questions. To make it easier for you to share a personal computer we allow you to save your Client number and also set up a nickname associated with it to help make banking with Tangerine easier.

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On the login page I can only see a place to enter my Client Number. There’s no place to enter my PIN.

We have separated the two steps to ensure that your information stays DoubleSafe. When you enter your Client Number first, you will be asked to enter your PIN on the next page. This second page will show your DoubleSafe picture and phrase letting you know that you are on the Tangerine website before you enter your PIN. Or, if your computer is not registered you will be asked to answer your secret question before entering your PIN.

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I've received a suspicious email, what do I do?

If you receive an email that asks you to provide confidential information such as your Client Number, Account number, PIN or password, do not respond and do not click on any links included in the email. Contact us immediately and forward the suspicious email to phishing@tangerine.ca. For more information on phishing and identity theft, please visit the Canadian Bankers Association website.

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What is a cookie?

A ‘cookie’ is a small piece of data placed on your computer by a web server when visiting certain websites.

A cookie includes a randomly generated unique number, and every time you log in from that same computer, your web browser then sends us back the cookie. This acts as a security feature that lets us know you're using your own computer.

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What is IBM Security Trusteer Rapport?

IBM Security Trusteer Rapport is a security software that provides online identity theft and online transaction protection for consumers. IBM Security Trusteer Rapport can protect your web browser sessions with any website that contains private or personal information.

IBM Security Trusteer is no longer available for download from our website. However, if you’ve already downloaded the software, you can continue to use it to help protect you against malware.

Note: IBM Security Trusteer Rapport only offers support and information in English.

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I've received a suspicious email, what do I do?

If you receive an email that asks you to provide confidential information such as your Client Number, Account number, PIN or password, do not respond and do not click on any links included in the email. Contact us immediately and forward the suspicious email to phishing@tangerine.ca. For more information on phishing and identity theft, please visit the Canadian Bankers Association website.

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What exactly is Voice ID?

Voice ID is a new feature that we’re introducing in our Contact Centre. It captures your voice during a phone call to create what’s called a voiceprint that we can use to identify you, in case you ever have trouble entering your PIN when you call us. Not only will this feature provide extra security, it will also help simplify the process of proving that it’s really you calling in.

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What’s a voiceprint?

Your voiceprint reflects the unique properties of your voice. It uses a captured digital representation of your voice to create a set of mathematically derived information about the shape of your vocal tract and other features. Since your voiceprint is unique to you, it provides a highly secure way to identify you by your voice.

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Is my voiceprint really unique?

Yes. Just like your fingerprint, your voiceprint belongs uniquely to you. It consists of over a hundred different characteristics.

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Is Voice ID secure?

Although no system can provide a 100% guarantee, this method of validating your identity has been proven to be very effective at reducing the risk of fraud. It uses advanced technology to provide greater security and protection for your banking with us.

Some transactions may require use of security questions as well as Voice ID, for your added protection.

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Will Voice ID work if I have a cold?

Yes. Over a hundred voice characteristics are represented in your voiceprint, only a few of which are affected by a cold. A health condition that severely affects your voice, such as laryngitis, will prevent Voice ID from recognizing your voiceprint. If this occurs, we’ll use security questions to validate your identity.

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How long does it take to enroll for Voice ID?

Enrollment happens in the background of normal conversation with a Tangerine Associate, so it’s immediate. For most people, enrollment can be completed during one phone call, but in some cases, it might take more than one call to be fully enrolled.

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Can my voiceprint be stolen from the Voice ID system?

No. What we store is a digital representation of your voice that only works with our system.

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What if someone records my voice? Can they access my banking information?

Since we validate your voice over the course of natural conversation with an Associate, it’s highly unlikely that a recording of your voice could pass this process. The Associate would recognize that the conversation flow is off and would have the ability to take further security steps.

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I’ve enrolled for Voice ID. Does that mean I don’t need to enter my PIN or answer security questions anymore?

No. We’ll only use your voiceprint if you have trouble entering your PIN when you call us. When you call in to do your banking, you’ll still be asked to enter your PIN, and PIN use will continue to be an important security feature. Even when your voiceprint is used, there may be situations where we’d still need to ask you security questions. For example, if you’re calling from a noisy place, Voice ID might not work. There might also be a need to ask additional security questions for certain types of transactions.

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What if I enroll for Voice ID and then change my mind?

You can opt out of Voice ID at any time by speaking with an Associate. Your voiceprint will then be removed from our system. If you decide to participate again at a later time, you can call and ask an Associate to re-enroll you.

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