FAQs

Login & Security

  • Check if your login ID and Password are correct.
  •  If you forgot your ID, please click the ‘Forgot ID’ button. If you forgot your password, please refer to Q2.
  • If you have entered a wrong password 5 times, your account may be locked. Please contact your branch if your account has been locked.
  • Ensure that you have the latest version of the app installed.
  • Check your network connection (Wi-Fi or mobile data).
  • Click the ‘Forgot Password’ button on the login screen.
  • Complete the identity verification process, login with a temporary password, set a new password, and log in again.
  • Visit your branch to reset your password.
  • Call Shinhan Bank Canada immediately to lock your account.
  • Go to ‘All Menu’, select ‘Manage Login’, then click ‘Reset Password’. Enter your current password and set a new one.
  • If you enter the wrong password 5 times, your account may be locked for security reasons.
  • Please contact your branch to unlock your account.
  • You can set up a Security Passcode during your first login.
  • To change it, go to ‘All Menu’, select ‘Security Passcode’, then click ‘Change Security Passcode’. Enter your current passcode and set a new one. If you forget your passcode, you can reset it after a verification process.

Account Management & Inquiry

  • Log in to the app and select your account from the home screen to view transaction details.
  • Use the filter options to set a date range and transaction type.
  • To download a PDF, select your account, tap the “ ⋮ ” icon at the top right, and choose ‘e-Statement’.
  • You cannot change your existing account number, but you can open a new account and close the old one if needed.
  • Yes, go to ‘All Menu’, select ‘Accounts’, then tap the “ ⋮ ” icon next to the account you want to set a nickname.

Transfers & Remittances

  • Yes, the ‘Between My Accounts’ transfer feature allows you to link your accounts at different banks and transfer funds easily.
  • Check the ‘How to’ section for detailed instructions.
  • Go to ‘All Menu’, select ‘Manage Limit’, and request a limit change.
  • After requesting a change in your limit through the SOL Mobile Banking app, contact your home branch for faster processing.
  • General transfers are processed immediately and cannot be canceled.
  • ‘Preset transfers’ can be canceled before the execution date.
  • If you made an incorrect transfer, contact your home branch immediately.
  • Check the transaction status in the each transfer menu’s ‘View History’ section.
    (Between My Accounts and Within Shinhan Bank Canada currently do not offer View History function.)
  • If the transfer was sent to the wrong account number, contact your home branch immediately.
  • Yes, you can use the scheduled transfer feature in the ‘Preset Transfer’ menu to set up an automatic transfer on a specific date.

App Issues & Other Inquiries

  • Update the app to the latest version.
  • Restart your smartphone and try again.
  • Uninstall and reinstall the app.
  • If the issue persists, contact your branch or customer service.

  • Yes, but usage may be restricted in certain countries.

  • Monday to Thursday, 9:30 AM – 4:30 PM (EST/PST)

    Friday, 9:30 AM – 5:00 PM (EST/PST)

  • Check if your device’s operating system is up to date.
  • Try forcing an update from the app store.
  • Fully close the app and restart it.
  • Check your network connection and ensure you have the latest version installed.
  • Try again during branch operating hours.
  • Go to ‘All Menu’ and click ‘Contact Us’ for further assistance.