Contact us EQ Bank Customer Care

Important Notice: Canada Post Service Disruption

You may experience delays in receiving items delivered via mail, in the event of a Canada Post labour disruption. To avoid any delays, please use these alternatives:

• Email: Send your registered product-related documents password-protected to registered@eqbank.ca. See below for detailed instructions on how to send secure password-protected documents.
• Fax: Send registered product-related forms through fax to 1-416-515-7001 or toll-free at 1-866-407-5859. Use subject: EQ Bank - Digital Banking: Registered Plan Number.
• Courier: Use courier services when applicable (i.e. estate forms) or when unable to use email or fax. You can courier mail physical documents to: EQ Bank Digital Banking, EQ Bank Tower, 2200-25 Ontario Street, Toronto, Ontario, M5A 0Y9.

For security, please avoid sending sensitive documents via email unless they are password-protected.

Note on EQ Bank Card deliveries: a potential Canada Post strike may also impact EQ Bank card deliveries and result in you receiving your card later than our standard 5 - 10 business days.

Instructions for securely sending registered product-related forms via email

To submit your registered product-related form, please email it to registered@eqbank.ca and password-protect it before sending:

• Save the document using your full name, followed by a dash, and your EQ Bank Registered Plan Number. For example: John Doe - EQ Bank FHSA Plan 444333-1.
• Before submitting, ensure the document is correctly titled for easy identification.

Note: once your password has been created and the form has been sent via email, please call us at 1-844-437-2265 immediately after sending the email, to provide your password—following authentication from the Customer Care team—along with the name and type of form or request. This helps us process your request without delays.

Steps to password-protect your document

For PDF (using Adobe Acrobat):

1. Open your document in Adobe Acrobat.
2. Click on "File" > “Protect Using Password.”
3. Choose “Require a password to edit the document.” Note: 'View-only' access may cause issues, so please choose a password to edit the document.
4. Set your desired password and confirm it.
5. Save the document with the password protection enabled.

For Word documents (using Microsoft Word):

1. Open your document in Microsoft Word.
2. Click on "File" > "Info" > "Protect Document" > "Encrypt with Password."
3. Enter and confirm your password, then save the document.

Once saved with password protection, email the document to registered@eqbank.ca.