Switch Conscierge Powered by Clickswitch
Frequently Asked Questions

What is Switch Conscierge Powered by Clickswitch?

Switch Concierge Powered by Clickswitch makes it easy for you to quickly and securely switch your current online payments, automated payments and direct deposits from your existing financial institution's accounts to your account at The Energy Credit Union. Switch Concierge Powered by Clickswitch removes the hassle of contacting all your billers to make changes and helps ensure you don't miss a payment when you change financial institutions.

How do I start using Switch Conscierge Powered by Clickswitch?

If you visit us in branch, we will provide you with a SwitchTRACK code to allow you to switch your current online payments, automated payments and direct deposits to The Energy Credit Union. You will use this code to log into Switch Concierge Powered by Clickswitch and begin setting up your switches.

If you prefer to do it online, an email with instructions on how to access Switch Concierge Powered by Clickswitch will be sent to you so that you can begin setting up your switches. It's that simple!

What is an automatic payment?

An electronic fund transfer (or EFT) is a regular, ongoing payment that is initiated externally to your bank account, such as a monthly insurance bill, utility payment or automobile loan payment.

What is a Direct Deposit?

A Direct Deposit is any payment that you receive from a person or organization directly into your account. These include payroll Direct Deposits, government Direct Deposits (CPP, Old Age, etc.) and dividend Direct Deposits from investment accounts.

Does Switch Conscierge Powered by Clickswitch open my new account at The Energy Credit Union?

Switch Concierge Powered by Clickswitch is a service that is included when you open an account with The Energy Credit Union. For information on opening an account, please contact The Energy Credit Union's offices at 416-238-5606. We would be thrilled to help you.

How does Switch Conscierge Powered by Clickswitch work?

Switch Concierge Powered by Clickswitch takes the hassle out of moving automated payments and direct deposits to your new account. You input your payment and direct deposit information into our secure Switch Concierge Powered by Clickswitch system and we'll get to work contacting all the billers to switch your payments over to your Energy Credit Union account. You can monitor progress and track status in the "Status" column.

Where do I get a SwitchTRACK code? What happens if I misplace my SwitchTRACK code or my SwitchTRACK code isn't working?

The Energy Credit Union will provide you with a SwitchTRACK code when you open a new account at a branch. If you have misplaced your code, a new code will need to be generated. Please contact The Energy Credit Union's offices at 416-238-5606.

Is Switch Conscierge Powered by Clickswitch secure?

Yes! Switch Concierge Powered by Clickswitch uses the latest in online encryption protection to gather and store your switch information. Additionally, our mailing facilities adhere to the highest industry standards in regard to security of your personal information.

How do I get help setting up my switches?

You may contact The Energy Credit Union's offices at 416-238-5606 for assistance.

How long will it take for me to switch my payments?

It can take anywhere from two weeks to 30 days for your online payments, direct deposits, etc. to get switched depending upon the financial institution, merchant, or organization involved. It's always a good idea to review your switch status page for the most current information regarding each switch.

Do I need to call my billers to confirm the switch?

We display the status for each automated payment or direct deposit in the "Status" column. If a switch shows as "Completed" there's no need to contact the biller. For switches that are marked as "Mailed" for more than 10 days, you may want to contact the biller to confirm the status.

Does Switch Conscierge Powered by Clickswitch work with Direct Deposit?

Yes. Indicate the type of direct deposit you want to switch and complete the required information.

Please note: Some employers and government agencies require direct deposit switches to be completed directly with them. In these cases, they may not accept our switch request.

What should I do if a switch still shows as mailed?

EFT payments may take up to 10 days to switch. If your switch shows a "Mailed" status for more than 10 days, it's a good idea to contact the biller to confirm the switch or to see if the biller needs additional information.

One of my switches shows an "Action Needed" status. What does this mean?

Occasionally, after you have submitted a switch for processing, our research team determines that particular biller requires you to update your banking information with them online. When this happens, your switch will show an "Action Needed" status. To see the details of the action you need to take, you can click on the Edit icon in the Actions Column.

Why do I need to enter my billing account number?

Your billing account number is required by the biller to ensure your identity and to update the account information in their system.

Which address should I use for my biller?

A number of billers are included in our system. If we do not have a billers' address, please use the address that is indicated on the payment confirmation or statement the biller sends you. You can also find most billers' payment addresses displayed in the Help or Contact Us areas of their website.

How long does it take for my biller to update my payment account?

The time for each payment to switch varies depending on the type of payment, biller and the method needed to switch the payment. EFT payments and direct deposits typically take between 7-10 days to switch, but can be faster with certain billers. It's always a good idea to check your switch status page for the most current information about each switch.

How do I know my payment has been switched?

The easiest way to check the status of a switch is to look at the "Status" column of your Switch Concierge Powered by Clickswitch account. Switches that have been completed and confirmed by your biller will display a "Completed" status. Switches that are still in process will display a "Mailed" status. For switches that have a mailed status for 10 days or more, we recommend contacting your biller to confirm the switch has been completed, as some billers may not update the status in our system.

Will I receive any email notifications when using Switch Conscierge Powered by Clickswitch?

Yes, if you have opted in for notification emails, you will receive emails about the status of your switches throughout the process.

What information do I need to start setting up switches?

When logging into Switch Concierge Powered by Clickswitch you’ll have the option to use Switch Assist. With Switch Assist you can login in to your account at your previous institution and the system will show you all of your automatic payments, direct deposits and bill pay items. You can make these switches directly from the system. You also have the option of gathering up your paper bills or online statements that include the biller’s name and addresses, account numbers with your billers and due dates.

What if I forget to include one of my switches?

You can easily add additional switches at any time! Simply log in to your Switch Concierge Powered by Clickswitch account and click the "Create a Switch" link.

What if my switch isn't completed or I miss a payment?

Monitoring your switch status is an important part of moving your account. It is advisable to keep enough money in your old account to cover each payment until the switch status for that payment has changed to "Completed," or you've confirmed with your billers that your payment account information is updated in their system.

When is it safe to move/remove funds from my prior account?

We recommend keeping enough money in your old account to cover each payment until the switch status is "Completed." This is especially important for any payments that might be due during the 14 days after you initiate a switch.
 

Is there a fee to use Switch Conscierge Powered by Clickswitch at The Energy Credit Union?

There is a nominal fee to use Switch Concierge Powered by Clickswitch for unlimited switches within a 90 day period. Please contact the CU for full details at 416-238-5606.
 

What are the last four digits of my account number?

We use a visual account number at the CU as wel as a "full account number" which will usually end in a number ending with 11 (ie 411, 611, etc) If you have a cheque handy you can also find this number on the bottom of the cheque. The full account number is the number you will need to use.

I am having technical difficulties. Who should I contact?

Please contact The Energy Credit Union staff at 416-238-5606.