FAQs

KONEK offers Canadian online shoppers a brand-new, made-in-Canada, e-commerce payment solution from which you can pay at participating merchants in Canada using any of your eligible accounts including Canadian chequing and savings accounts, connected credit and debit cards, or lines of credit through their participating financial institution*. Direct payments from chequing, savings or line of credit accounts are powered by Interac Direct®, a new digital payments solution available exclusively on KONEK. 

*Availability of payment method varies by merchant. 

KONEK is a Canadian e-commerce payment solution developed by Interac Corp. and powered by Canada’s leading financial institutions.

KONEK keeps your information safe, secure, and hidden using secure authentication, payment consent protocols, and tokenization of all payment details. 

Secure Authentication:  

• As a new user, KONEK uses your financial institution’s secure authentication method to ensure you can securely access your data. 

• As a registered user of KONEK, KONEK uses your device’s authentication, such as, biometric scanning on supported mobile devices, passkeys and other authentication methods to ensure you can securely access your data. 

Payment Consent Protocols: When a merchant requests you to make a payment, the payment process to deduct funds from your eligible financial account is only initiated with your explicit consent. 

Tokenization: This process replaces sensitive data, such as your card and account numbers with randomly generated non-sensitive data that is shared exclusively with the merchant's system.  

No. Your banking information, such as account and card numbers, are tokenized and therefore cannot be directly accessed by the merchant. On receiving your explicit consent, Interac Corp. will share your full name, phone number, and shipping address with the merchant in order to complete a transaction.

The KONEK payment gateway helps protects you from fraud through secure authentication, payment consent protocols, and a process called tokenization. 

Secure Authentication:  

• As a new user, KONEK uses your financial institution’s secure authentication method to ensure you can securely access your data. 

• As a registered user of KONEK, we use your device’s authentication, such as, biometric scanning on supported mobile devices, passkeys and other authentication methods to ensure you can securely access your data.  

Payment Consent Protocols: When a merchant requests you to make a payment, the payment process to deduct funds from your eligible financial account is only initiated with your explicit consent. 

Tokenization: This process replaces sensitive data, such as your card and account numbers with randomly generated non-sensitive data which is shared exclusively with the merchant's system. 

Passkeys: KONEK uses passkeys for enhanced security. Unlike passwords, passkeys cannot be guessed or stolen. A passkey is unique to a device and website, so your payment methods are secure. 

There are steps you can also take to help protect against fraud including: 

• Create strong passwords. 

• Use antivirus software on all your devices. 

• Regularly review your account statements to ensure transactions are processed as expected. 

The following online stores offer KONEK at checkout: 

• Staples.ca
• Creekside Fashions
• DoBusiness (Coming soon)
• FG Bradley
• J. Tarnow
• Simply Swimwear & Lingerie
• Teranet (Coming soon)

We invite you to continue to visit our website as new merchants join KONEK!

The following financial institutions offer KONEK: 

• Bank of Montreal

• National Bank of Canada

• Royal Bank of Canada

• The Bank of Nova Scotia 

• The Toronto-Dominion Bank

Yes, passkeys are more secure than passwords because passkeys are resistant to phishing and data breaches, and since your passkey never leaves your device, it cannot be stolen or intercepted. If you enable passkey on your device, then you can securely access your KONEK account without having to enter any credentials. 

Option 1: Through Merchant Checkout 

1. Choose KONEK at Checkout:  When you’re ready to pay, select “Pay with KONEK” on the checkout page. 

2. Select Your Financial Institution from the list. 

3. Log In Securely: Log in using your online banking credentials on the secure sign-in page. 

5. Create Your KONEK Profile: After authentication, you’ll be prompted to set up your KONEK profile. 

6. Set Up Passkey (Optional): For faster future checkouts, enable passkey login (or choose “Set up later”). 

7. Check Your Details: Your name, email, and other details will be pre-filled from your financial institution. Make edits if needed. 

8. Choose Your Default Payment Method: Select the eligible account you want to use for payments (e.g., chequing, savings). 

9. Confirm Your Shipping Address: Use your default address or add up to five addresses for convenience. 

10. Complete Your Purchase: Confirm your payment. You’ll see a success screen and your KONEK account will be ready for future use. 

Option 2: Through KONEK.ca 

1. Go to konek.ca: Click “Create Account” on the homepage. 

2. Accept Cookies & Technology Notice: Review and accept the notice to continue. 

3. Select Your Financial Institution from the list. 

4. Log In Securely: Log in using your online banking credentials on the secure page. 

5. Review Your Details: Your information will be pre-filled from your financial institution. Make edits if needed (changes apply only to KONEK). 

6. Set Your Default Payment Method: Pick the eligible account you want to use for payments. 

7. Confirm Your Shipping Address: Use your default address or add up to five additional addresses. 

9. Enable Biometric Login (Optional): If your device supports it, enable biometrics for faster one-touch payments. 

10. Finish Setup: You’ll see a confirmation that your KONEK account is ready to use. 

Option 3: Through Your FI App 

• Some financial institutions allow you to create your KONEK profile directly in their app. In this case, your details are pre-populated, and you only need to review and confirm. 

*Note: 

• The default payment method is the financial account from which payments will be debited. 

• The default payment method can be changed at any time. 

• If a merchant does not accept a payment method, then you cannot select that payment method and the following message is displayed underneath, “Not accepted by merchant”. 

As a KONEK account holder you can:

• Add multiple, eligible, financial accounts from multiple participating financial institutions to KONEK, and easily switch between them at checkout. depending on the payment methods accepted by the participating merchant.
• List up to five different shipping addresses and select a shipping address from the list at checkout.
• Set up a default payment method from among eligible accounts and shipping address.
• If you’ve configured a trusted device and biometric scan, you can experience the ease and speed of the express checkout.

Note: Only payment methods supported by the merchant may be used for payment at the online store. If the merchant does not accept any of your eligible accounts, you will be warned that you do not have any eligible accounts.

As a guest:

For every checkout, you will need to complete authentication with your participating financial institution to use your preferred payment method (and accepted by the merchant). If you want to use a different shipping address or any other personal information, that is different from what your financial institution has provided, you will need to enter the information at the time of checkout.

With a KONEK account, you can add multiple eligible financial accounts from different participating financial institutions, and these will all be available to you at checkout, depending on merchant acceptance. 

Follow these steps to add multiple payment methods to your KONEK account: 

1. Log in to your KONEK account. 

2. Open KONEK account settings > Payment methods. 

3. Click on the plus button to add a financial institution. 

4. Select a financial institution from the list of participating financial institutions. 

5. Enter your financial account’s username and password. This completes authentication through your financial institution. 

6. Give your financial institution permission to share account, address and contact information with KONEK. 

7. Select one of your eligible accounts. 

Your selected financial account will be added to your KONEK account as a payment method and is available for selection the next time you checkout. However, if the merchant does not accept that payment method you will see the following error, “Not accepted by merchant” and you will need to select another accepted payment method. 

Follow these steps to sign in to your KONEK account from a new device and/or new browser: 

1. Open the KONEK account login page. 

2. Select Continue. 

3. Accept the cookies and other technologies notification. 

4. Select Log in.  

5. Enter the email address associated with your KONEK account and select Log in. 

6. Select your financial institution from the list of participating financial institutions. 

7. Enter your financial account’s username and password. This completes authentication through your financial institution. 

8. Give your financial institution permission to share account, address and contact information with KONEK. 

The combination of our cookie’s technology, our reliance on your browser’s history, and your KONEK account allows KONEK to remember you - even after you’ve signed out. 

Your next log in or check out will be much faster when performed from your trusted device and the same browser. 

With KONEK, you can set your device's biometrics as your authentication method to ensure you alone are making purchases on your device.

Note: Your device must support web authentication and you must enable it.

The express checkout experience relies on you using the trusted device and browser associated with your KONEK account - that is the trusted device and browser you used to create your KONEK account.

If you are using a different browser and/or device from the ones you used to create your KONEK account, then you will need to complete log in again using the email address associated with your KONEK account and indicate that you are on a trusted device.

Alternatively, you can either:

• Follow the steps described under How do I sign in to my KONEK account from a new device and/or browser?, or
•  Complete checkout as a guest.

You can change your default payment method after signing in to your KONEK account. Follow these steps to change your default payment method:  

1. Sign in to your KONEK account. 

 2. Open KONEK account settings > Payment methods.  

3. 3. Click on the plus button to add a financial institution. 

4. Select a financial institution from the list of participating financial institutions.  

5. Enter the username and password associated with your account with your financial institution. This completes authentication through your financial institution. 

 6. Give your financial institution permission to share account, address and contact information with KONEK. 

 7. Select one of your eligible accounts.  

8. Set this as your default payment method.  

Your selected financial account will be added to your KONEK account as a payment method and is available for selection the next time you checkout. However, if a participating merchant does not accept that payment method you will see the following error, “Not accepted by merchant” and you will need to select another accepted payment method. 

If you have a KONEK account, there are four scenarios to consider. Follow the procedure corresponding to the scenario that applies to you: 

Your KONEK account allows you to quickly access one or more of your eligible financial accounts to complete checkout at a participating online store and manage multiple payment methods and shipping addresses. This is the procedure that KONEK and financial institutions follow in order to link an eligible, financial account with your KONEK account:  

1. Verify your ownership of your specified, eligible financial account: From the KONEK application, you’re prompted to confirm you’re the owner of an eligible financial account. This is affirmed when you log in to your financial institution’s application and add an eligible financial account to your KONEK account.  

2. Provide your explicit approval to share your account information: Your financial institution gets your explicit approval to share your account information – name, address, email, phone number and account numbers partially hidden for security). This is the only information KONEK requires to complete checkout. 

To enable biometric login, go to your KONEK profile settings and turn on face or touch ID. This allows you to authenticate quickly and securely during checkout, making the payment process faster. If your device does not support biometrics, you can use passkeys or your online banking credentials with your participating financial institution. 

Navigate to your profile and select “Shipping Address.” You can add multiple addresses, update existing ones, or remove them at any time. All changes are saved automatically and will be available for future checkouts.

If your chosen payment method isn’t accepted, simply select another supported payment method from your KONEK profile. The availability of payment options may vary by merchant and financial institution. 

To delete your account, go to your profile, click the pencil icon in the top right corner, scroll to the bottom, and select “Delete account.” Confirm by swiping right. Your account will be deleted immediately.

Log in to your KONEK account, go to account settings, and select “Payment Methods.” Click the plus button to add another financial institution. Authenticate with your online banking credentials with your participating financial institution and give permission to share your account information with KONEK. You can then select eligible accounts from multiple institutions for checkout. 

During account setup or in your profile settings, you can enable passkey login for faster and more secure authentication. Passkeys are unique to your device and website and can be disabled or re-enabled at any time in your account settings. 

Go to your profile to set and edit your shipping address, payment method, and enable biometrics for quicker checkouts. Changes are saved automatically and can be updated at any time. 

Yes, you can add multiple eligible accounts from different participating financial institutions to your KONEK profile. At checkout, you’ll be able to select from any of your linked accounts, depending on merchant acceptance. 

If your device does not support biometric login, you can use passkeys or your online banking credentials with your participating financial institution for secure authentication. 

The first time a customer uses KONEK, they simply select KONEK at checkout, select their participating financial institution, sign-in to their online banking and provide consent, pick their preferred payment method accepted by the merchant and complete the purchase. The next time the customer chooses KONEK, their preferred payment information is saved to their profile, and they simply select and pay!  

Yes, the first time you use KONEK at a specific online merchant, you pick your preferred payment type and pay. The next time you choose KONEK at the same or any other participating merchant, your preferred payment information is saved to your profile, and you simply select and pay! 

If you wish to change your default payment information, you can do so when you checkout or anytime at KONEK.ca. 

KONEK provides a simple and easy payment experience without the need to download or register additional apps.  

You don’t need to register your banking information using KONEK. The first time you use KONEK when checking out from a merchant’s website or app, you simply select KONEK at checkout, select your participating financial institution, sign-in using your online banking credentials and provide consent, pick your preferred payment method accepted by the merchant and complete your purchase. 

KONEK was developed with flexibility in mind! Once you create your profile, when checking out from a merchant’s website or app choose KONEK at checkout, and then you can toggle between the participating financial institutions you have online accounts with and choose which you wish to use to complete your transaction. 

Yes, KONEK supports automatic recurring payments such as monthly subscription services. To learn more about the processing of these payment types, please reach out to your acquirer contact.  

If a customer needs to cancel a recurring payment you authorized using KONEK, please reach out to the merchant you are transacting with.  If they need to confirm if there are charges to their banking or credit card account(s), please direct the customer to contact their financial institution directly. 

Payment processing can vary depending on the merchant; however, most merchants that must ship orders with multiple shipments may charge your selected account when each item ships.  If you have any questions about payment processing, please contact the merchant directly.

Your personal spend limits are based on the accounts you have with your financial institution.  If you have any questions on you spend limits with the accounts you have, please contact your financial institution. 

We work with all stakeholders and security experts to maintain the ongoing security of our services, but there are actions that are important for you to take as well to help protect yourself against fraud. For example, setting up two-factor or multi-factor authentication or using anti-virus software on all of your devices. You should also regularly check your account statements to verify that all transactions have been properly documented. If entries are not accurate – for example, there are missing or additional transactions – you should immediately contact your financial institution.   

Note: 

• When you first sign up for KONEK, you authenticate using your online banking credentials with your participating financial institutions. You do not create a separate password for KONEK. 

• You have the option to enable biometric authentication (such as fingerprint or facial recognition) on supported mobile devices for faster and more secure sign-ins. Biometrics are a safe and recommended way to protect against fraud. 

• If your device does not support biometrics, you can continue using other secure methods like passkeys or your financial institution’s login credentials. 

As with any other transaction, refunds are processed by the merchant and must follow the merchant’s return policies. If a refund is approved by the merchant, then the refund is applied to the same payment method that you used to complete checkout. Refund policies vary across merchants, if you have any questions about refunds, please contact the merchant directly.

If your financial institution has approved your payment method and the payment was accepted by the merchant, then the online store displays an order confirmation screen. 

If you still have questions about the completion of your payment, please contact the merchant.

As with any other transaction, cancellations are processed by the merchant and must follow the merchant’s cancellation policies. Please contact the merchant directly to cancel your order. Then you can repurchase the same product using KONEK.

The following table sets out whom to contact for select issues related to a transaction: 

Merchants have the ability to choose what forms of payment they accept through KONEK.  If you have any questions about what payment types are accepted through KONEK, please reach out to the merchant directly.  

KONEK was developed with flexibility in mind!  When you choose KONEK at checkout, and select your participating financial institution, you choose which account or credit product you wish to use to complete your transaction, depending on merchant acceptance. If the payment type you wish to use has insufficient funds, that payment type will not be available to select and you will be required to choose another payment type. 

You can submit this form to contact a member of our KONEK team to see if KONEK is right for your business. Or, you can reach out to your payment processor (such as, Moneris) and ask how you can offer KONEK from your online store.

No. You alone determine and manage your refund policy.

For all questions or help with KONEK your acquirer is your first point of contact. For any escalations, your acquirer will reach out to Interac.

If KONEK becomes unavailable, contact your acquirer. Maintenance activities and changes resulting from project activities and vendor upgrades are scheduled so as to minimize disruptions to your business.

You will be deemed as a high-risk merchant if your fraud losses breach the Fraud Merchant Monitoring Program threshold. If your fraud losses exceed the thresholds, then Interac’s fraud team may reach out to you. You can also reach out to your acquirer who will receive weekly reports from the Fraud Merchant Monitoring Program.  

No. Currently, KONEK is only available for payments made in CAD for merchants in Canada.

When choosing KONEK at checkout, customers can select to pay directly from their Canadian chequing, savings or line of credit account, or connected debit or credit card products from a participating financial institution. 

For a list of participating financial institutions, please visit KONEK.ca.

KONEK supports many payment scenarios including one-time payments, split shipments, recurring pre-authorized payments (such as subscriptions), and reversals/refunds.  To learn more about which payment scenarios are supported you can contact your acquirer directly.   

KONEK is a Canadian payment solution providing a secure, convenient, and flexible online payment experience by giving you the ability to pay from your eligible bank account or credit card via your trusted participating financial institution through a single profile login.    

KONEK is only available to participating merchants in Canada that accept payments in CAD at this time. 

You can speak with your acquirer directly to learn more about KONEK.  

If your customer has questions or concerns about their KONEK payment (e.g., limits, charges to your accounts, processing times, etc.) that you cannot answer, please direct them to contact their financial institution directly.