We are experiencing higher than normal call volumes which is affecting our wait times. If you would prefer, please send us an email inquiry to service@oaken.com.

We are experiencing higher than normal call volumes which is affecting our wait times. If you would prefer, please send us an email inquiry to service@oaken.com.

FAQs

You have questions? We have answers! Take a look through our FAQs below. If you don’t find what you’re looking for, you can always get in touch by calling 1-855-OAKEN-22 (625-3622) or sending an email to service@oaken.com, and we’ll get you the answer you need.

About Oaken Financial

Who is Oaken Financial? 

Oaken Financial is the name for Home Trust’s direct to consumer deposit business. Oaken is an inspiring alternative to other financial institutions that combines a long-established tradition of service and value with a fresh perspective on what customers really need to make the most of their money.

Who is Home Trust Company? 

Home Trust Company is Canada’s largest independent trust company that has been proudly serving Canadians since 1987. Learn more here

What is the relationship between Oaken Financial, Home Trust Company and Home Bank? 

Home Trust Company is the parent company of Oaken Financial. Home Bank is a wholly owned subsidiary of Home Trust Company. It was formerly known as CFF Bank, welcomed into the Home Trust family in October 2015, and renamed as Home Bank in August 2016. Oaken Financial is not a separate company, but a trademark of Home Bank. All Oaken deposits are held with either Home Bank or Home Trust Company, both of which are separate members of Canada Deposit Insurance Corporation (CDIC).

Why did Home Trust Company launch Oaken Financial? 

Oaken Financial was launched in 2013 to provide Canadians a competitive alternative to manage their savings independently. 

Now that Oaken is aligned with a Bank, will you be offering more products and services? 

Oaken is always looking to enhance its customers’ experience. Adding Home Bank allows us to better meet the needs of our deposit customers due to having multiple issuers, however adding the bank has no bearing on Oaken’s desire or ability to offer more products or services. 

What is the Oaken Financial service promise?

We take our promises very seriously, and when it comes to the service we provide to our customers, we promise to be helpful, supportive and kind. We’ll do whatever it takes to answer your question, right a wrong, or point you in the right direction. We’ll also take a few minutes to see how you’re doing, and try to add a smile to your day. So, feel free to contact us anytime.

How can I get service with Oaken?

The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET. You can also email us at service@oaken.com or send us a secure message in Oaken Digital.

How do I make a compliment or complaint?

We want to hear from you. Really, we do. We’re not just saying that. We are always aiming to please. We want to know if we’re doing things right, or if there are things we could be doing better to improve your experience with us. So please, let us know how we’re doing.

Are there locations that I can visit?

Yes, visit any of our locations and chat directly with one of our team members over a cold drink or a warm cup of coffee.

Locations:

Vancouver store
200 Granville St., Suite 1288
Vancouver, BC V6C 1S4

Calgary store
517 – 10th Avenue SW,
Calgary, AB T2R 0A8

Toronto store
145 King Street West
Concourse Level
Toronto, ON M5H 1J8

Halifax
1949 Upper Water Street
Suite 101
Halifax, NS B3J 3N3

Can I make an appointment to visit Oaken?

Yes, you can make an appointment at any one of our store locations. Hours vary by location, please click here to book an appointment by our locations today. Learn more here

Previously Oaken Financial was a trademark of Home Trust, but now it is trademark of Home Bank. What impact will this have on my existing accounts?

There will be no impact at all on your accounts.

Does Home Bank mean you are going to start charging fees?

This change has no bearing on what fees we charge.

I am a previous Home Trust customer. What happened to my existing accounts?

All GICs that were opened directly with Home Trust before Oaken was launched, and not through a deposit broker, have been moved to the Oaken brand. All deposits remain with Home Trust, however communication will be under the Oaken name.

Deposit insurance

Are Oaken Savings Accounts and GICS eligible for protection under the Canada Deposit Insurance Corporation (CDIC)?

Yes! Each deposit is available through either Home Bank or Home Trust Company, both of which are separate members of CDIC. So all of your Oaken deposits are eligible for CDIC coverage, up to applicable limits. Please visit the CDIC website for more information.

If I have Home Trust Company GICs and additional deposits with Oaken, does this increase my eligible deposit insurance coverage? 

No, all deposits across both brands are held with either Home Trust Company or Home Bank as our two CDIC member institutions. The Oaken brand itself does not count as additional coverage. Learn more here

What is the maximum amount of deposit insurance at Oaken? 

The maximum protection for eligible deposits at Oaken is $100,000 per name registration (principal and interest combined), for each issuer. In addition, CDIC provides separate insurance protection for joint deposits ($100,000 collectively, not per individual), as well as deposits held in RSPs, TFSAs, and RIFs ($100,000, principal and interest combined per registration type). Please visit the CDIC website for complete details on what is covered through CDIC. 

With the new addition of Home Bank, does this mean that I now have access to additional CDIC coverage?

Yes, Home Bank is also a separate member institution of CDIC.

Investments and plans

What products does Oaken offer?

Oaken offers a comprehensive suite of GICs and the Oaken Savings Account. GIC terms range from 30 days to 5 years, and are available in the form of a Retirement Savings Plan (RSP), Tax-Free Savings Account (TFSA) and Retirement Income Fund (RIF), as well as Non-registered GICs.

Are interest rates the same under both Home Bank and/or Home Trust Company? 

Yes, there will continue to be one set of Oaken rates only for the foreseeable future. 

I would like to transfer my registered products over to Home Bank or Home Trust Company, how do I do this? 

Simply complete an Oaken Registered Application and a T2033 for RSP and RIF, or a direct transfer form for TFSA.  These forms are required because Home Bank and Home Trust Company are separate legal entities, and the Canada Revenue Agency requires these forms to be filled out whenever registered money flows between two legal entities. Oaken offers GICs inside RSPs for both Home Bank and Home Trust Company. 

Does Oaken offer commercial accounts? 

Yes. We offer Commercial GICs and the Oaken Savings Account to corporations, trusts, non-profits, condominium boards and other commercial entities. 

What are the benefits of the Oaken Savings Account? 

The Oaken Savings Account offers one of the highest daily interest rates, no monthly fees, and no minimum balance. It also allows you to make electronic funds transfers to and from your accounts at other financial institutions. 

How can I be informed of Oaken’s current interest rates? 

We always keep our current rates up to date on our website. You can also subscribe to receive rate updates by email. Sign up now to start receiving these, as well as our regular e-newsletter. 

Open an account

Can I open an account online?

Yes, our online application form allows you to easily and seamlessly submit your personal information for the Oaken Savings Account and our GICs. This includes RSP, TFSA and RIF plans. This form is accessible 24 hours a day, 7 days a week.

Is the submission of my personal information over the internet secure?

Yes. Once you press the submit button, your information is submitted over a secure HTTPS connection.

Can I open an account on the phone with Oaken?

Yes, give us a call at 1-855-OAKEN-22 (625-3622). The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

Can I submitt my application via the mail?

“Yes, all our forms and supporting documents are on our website. Once completed, please mail the form and documents to:

Oaken Financial
145 King Street West, Suite 2500
Toronto, ON, M5H 1J8″

Can I open an account in one of your locations?

Yes, walk-ins are always welcome, but if you prefer you can make an appointment for one of our locations and chat directly with one of our team members.

How do I close my account?

To close your account please call us at 1-855-OAKEN-22 (625-3622). The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

I just opened an account. Where do I send my cheque or documentation? 

Mail your cheque or documentation to: Oaken Financial 145 King Street West, Suite 2500 Toronto, ON  M5H 1J8 

Who should I make my cheque payable to? 

Your personal cheque can be made payable to either Oaken Financial or to yourself. 

When will I get my confirmation? 

Upon receipt of your documentation and funds, it may take up to 5 business days depending on your method of account opening. Please allow a few extra days for any confirmations mailed via Canada Post to your address on file. 

I submitted my application but I did not receive my confirmation email. What should I do? 

You can expect to receive your confirmation email shortly after submitting your application. If it does not appear in your regular inbox, be sure to check your junk inbox and other email tabs. If you have any questions, please have your reference number handy and call us at 1-855-OAKEN-22 (625-3622). The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

What should I do with the reference number? 

The reference number should be indicated on the paperwork you are submitting. 

Who can I contact if I am experiencing difficulties with the online application form? 

If you have any questions or difficulties with the online application form, please contact us at 1-855-OAKEN-22 (625-3622). The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

I submitted my application but I need to make a correction. Who should I contact? 

Please contact us at 1-855-OAKEN-22 (625-3622) and have your reference number handy. The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

How long does it take to complete my GIC or Oaken Savings Account once you receive the application form(s)?

All completed applications will be processed within 5 business days. Please allow sufficient time for mail to reach you after that.

Do I need to log in to use this application?

No, a log in is not required to access the online application form.

Common Reporting Standard

What is Common Reporting Standard (CRS)? 

CRS is an international standard developed by the Organization for Economic Co-Operation and Development (OECD) to enable exchange of tax-related information between participating jurisdictions. Over 100 countries world-wide have committed to implementing CRS, and Canada has announced that it intends to implement CRS effective July 1, 2017. Click here for a list of jurisdictions that have committed to implement the CRS.

Click here

How does CRS work? 

CRS seeks to establish the tax residency of customers. Financial institutions are required to identify and report anyone who appears to be a tax resident outside of the country where they hold their accounts. Both individuals and entities, including controlling persons of entity, will be asked to declare their jurisdiction(s) of tax residency as part of the application process. In some cases, additional documentation may be required. Information on non-resident customers and accounts held by non-resident customers will be reported to CRA, to be shared with the relevant jurisdictions. 

How does CRS differ from the U.S. Foreign Account Tax Compliance Act (FATCA)? 

Just like FATCA, CRS is an effort to fight tax evasion and improve tax compliance. However, FATCA is limited to the identification and reporting of U.S. taxpayers, while CRS is an international standard with reporting based on tax residency in countries other than the U.S. 

What additional information will I be asked to provide and verify? 

In line with CRS requirements, financial institutions will be asking for your country(ies) of tax residence and taxpayer identification number(s). However, the taxpayer identification number(s) does not apply to all participating jurisdictions, and is subject to local law requirements. 

How is my tax residence defined? 

It’s up to you to determine your tax residence(s). Financial institutions cannot provide legal or regulatory advice as it pertains to CRS or any other tax matters. If you have questions regarding your tax residency, visit OECD’s website or speak with a tax advisor. 

What will happen if I am a foreign tax resident, but don’t know my Tax Identification Number (TIN)? 

Under CRS, you are required to provide a TIN from your foreign tax jurisdiction. If you don’t have your TIN, they will need to obtain it from the relevant tax authority within that jurisdiction. If a jurisdiction does not provide TINs, you continue to provide your country of residency in order to fulfill the CRS requirement. 

Does CRS apply to all deposit accounts? 

CRS applies to all GICs and savings accounts. Registered accounts such as TFSAs, RSPs and RIFs are exempted from CRS requirements. 

Does CRS apply to non-personal accounts? 

Yes, all non-personal customers must declare their tax residency and the jurisdiction of any of their controlling persons for certain investment and trust entities. If they have foreign tax residency, a RC519 form must be completed. (A controlling person is an individual who exercises control over a business. For example, but not limited to, trustees, beneficiaries, protectors, settlors, decedents and owners of a private corporation.)

What information will be reported to tax authorities?

If a client is reportable, the information we will provide to local tax authorities are:
Identifying information for the account holder (name, address, date of birth)
Taxpayer identification numbers
Account number
Account balance or value at end of the year
Amounts paid or credited to the account

Please note that the above information is for information purposes only, and is not intended to serve as legal or tax advice. If you require such advice, you should consult a professional advisor.

Account maintenance

Can I have multiple joint accounts with multiple owners?

Yes, you can have multiple joint accounts with multiple owners.

How do I add a Power of Attorney (POA)?

To add a Power of Attorney (POA), provide an original or certified true copy of a Power of Attorney for property and a completed a copy of the original that is notarized or a stamped certified true copy of the original from your lawyer.

How can I make changes to my personal information?

You can make your changes as follows:
1) Login to Oaken Digital and update your profile or;
2) Send us a signed letter with your changes or;
3) Contact us at 1-855-OAKEN-22 (625-3622). The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

How can I update my beneficiaries on my registered plan?

You can make the updates as follows:
1) Login to Oaken Digital and send us a secure message with the names of the new beneficiaries or;
2) Send us a signed letter with your changes

Oaken Digital

I already use Online Banking, how can I start using Oaken Digital?

Get started right away by downloading the Oaken Digital app from the Apple or GooglePlay App stores, or by visiting online.oaken.com

You can log into Oaken Digital in 5 quick and easy steps:

1) Enter your existing username and password.

Migration

2) Create a new password.

Migration

3) Enter the verification code received through email.

Migration

4) Review and accept the new terms and conditions.

Migration

5) Log in to Oaken Digital with your new password.

Migration

What are the benefits of using Oaken Digital?

24/7 access
Manage your finances with 24/7 access to all your accounts.

Mobile App
Do your banking with your mobile phone, wherever and whenever it suits you. The Oaken Digital App is designed specifically for iOS and Android devices.

Quick and easy transfers
Manage your Oaken savings account including funds transfer to and from your account, with just a few clicks.

Instant alerts
Stay on top of events with notifications and alerts from the Oaken Digital notification hub.

Secure login
Conveniently access the Oaken Digital app using biometric log in.

How do I enroll for Oaken Digital?

On desktop and mobile browser 🖥
1) Click on “Online Banking” button on Oaken.com.
2) Click “Enrol now”. You will need your enrolment number to start the registration process and access to your email address to set up your username and password for Oaken Digital.
3) Click “Get started now!, then enter your enrolment number, email address and date of birth. Then click “Continue”.
4) Enter the verification code sent to your email address.
5) Create a username 6 – 16 characters in length with at least one number. Make sure your username does not contain any spaces or special characters.
6) Type in your password. Passwords must contain all of the following:
        1 number
        1 lowercase character
        1 uppercase character
        1 any special character
        Between 8 to 40 characters
Re-enter your password.
7) Review the terms and conditions then click the checkbox to agree. Click “Continue” to finish enrolment.

On app 📱
1) Download Oaken Digital on the App Store or Google Play store.
2) Select “Enrol now” on the login page. You will need your enrolment number to start the registration process and access to your email address to set up your username and password for Oaken Digital.
3) Select “Get started now!”. Enter your enrolment number, email address and date of birth. Then select “Continue”.
4) Enter the verification code sent to your email address.
5) Create a username 6 – 16 characters in length with at least one number. Make sure your username does not contain any spaces or special characters.
6) Enter your password. Passwords must contain all of the following:
        1 number
        1 lowercase character
        1 uppercase character
        1 any special character
        Between 8 to 40 characters
Re-enter your password.
7) Review the terms and conditions then check the checkbox to agree. Select “Continue” to finish enrolment.

What can I do with Oaken Digital?

Oaken Digital enables you to:
– View a summary of all your investments and savings accounts
– View and download a copy of your savings account statements or transactions, and export transaction reports
– View and download investment details for all your Oaken GICs, including those in RSP, TFSA and RIF plans, as well as your annual portfolio statements and tax slips
– Select which statements, GIC confirmations and other documents you would like to receive by mail, or if you’d prefer not to receive any paper copies
– View and change your instructions when your GIC matures
– Update account details, including your profile and password
– Subscribe to receive notifications for account activity, maturities, statement availability and other events
– Transfer money now or later, on a one-time or a recurring basis
– Get help and ask questions with secure messaging

What are the costs of using Oaken Digital? 

There are no fees to use Oaken Digital.

How do I access Oaken Digital for my trust, estate or commercial accounts/investments with Oaken? 

Please contact us at 1-855-OAKEN-22 (625-3622), so we can quickly and easily get you set up. The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

What statements and documents are available on Oaken Digital?

The following statements, documents and tax slips can be viewed and downloaded in Oaken Digital:
– Monthly Oaken savings account statements
– Year-end portfolio statements
– All new GIC confirmations
– T5 (Statement of Investment Income)
– RSP Contribution Receipts
– T4 RIF (Statement of Income from a Retirement Income Fund)
– T4 RSP (Statement of Retirement Savings Plan Income)
– T4A TFSA (Retirement and Annuity Income)
– NR4 Interest (Statement of Amounts Paid or Credited to Non-Residents of Canada)
– NR4 RSP & RIF (Statement of Income from a Retirement Income Fund)
– RL3 (Investment Income)
– RL2 (Retirement and Annuity Income)

Does Oaken Financial offer a security guarantee?

Oaken offers a digital security guarantee: if an unauthorized transaction is conducted through Oaken Digital, we will reimburse you 100% for any resulting losses to your accounts, provided that you have complied with your security and other obligations under the Oaken Digital Access Agreement. Review the terms and conditions here.

I already use the old Online Banking system, how can I migrate to the new Oaken Digital platform?

Get started right away by downloading the Oaken Digital app from the Apple or GooglePlay stores.

You can migrate to the new Oaken Digital in 5 quick and easy steps:
1) Enter your existing Online banking username and password
2) Create a new password that meets the password policy requirements
3) Enter the verification code sent to your email
4) Review and accept the new Oaken Digital terms and conditions
5) Log into Oaken Digital

Profile information

Update my profile

How can I update my Oaken profile information?

On desktop and mobile browser 🖥

1) Select “Profile and settings” in the main menu. Under “Profile information”, click on “Update my profile”.
2) You can make changes to your address, contact information and employment information.
3) Click the “Continue” button at the bottom of the screen to review your updates.
4) If you are changes are correct, click on the “Continue” button to submit your information.

On app 📱

1) Select “More” in the bottom navigation bar. Select “Update my profile”.
2) You can make changes to your contact information and employment information.
3) Select the “Continue” button at the bottom of the screen to verfiy the changes you made are correct.

To change the address related to your commercial account, please contact us at 1-855-OAKEN-22(625-3622). The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

How can I change my name?

For requirements to update your name, please contact us at 1-855-OAKEN-22 (625-3622). The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

How do I change my Oaken Digital username?

Your username is unique to your Oaken Digital profile. Unfortunately, once your username is created it cannot be changed later.

Customize accounts

How do I create nicknames to my accounts?

On desktop and mobile browser 🖥

1) Select “Profile and settings” in the main menu. Under “Profile information”, click on “Customize accounts”.
2) Click the “Edit name” icon for the account name you would like to edit.
3) Type in an account nickname, then click “Save new account name”.
4) Click the “Save” button at the bottom of the screen to save updates.

On app 📱
1) Select “More” in the bottom navigation bar. Select “Customize accounts”.
2) Select the pencil icon for the account name you would like to edit.
3) Type in an account nickname, then click the checkmark to save to the name.

How can I select a main account?

On desktop and mobile browser 🖥
1) Select “Profile and settings” in the main menu. Under “Profile information”, click on “Customize accounts”.
2) Click on the star icon for the account which you would like to set as the main account.
3) Click “Save” to update.

On app 📱
1) Select “More” in the bottom navigation bar. Select “Customize accounts”.
2) Tap on the star icon for the account which you would like to set as the as the main account.
3) Your changes will be automatically saved.

How can I hide/unhide my accounts in Oaken Digital?

On desktop and mobile browser 🖥
1) Select “Profile and settings” in the main menu. Under “Profile information”, click on “Customize accounts”.
2) Click on the eye icon to hide/unhide a specific account.
3) Click “Save” to update.

On app 📱 This feature is not available on the Oaken Digital app.

Account information

Account details

How do I change the maturity instructions for my GIC?

On desktop and mobile browser 🖥
1) Navigate to “Accounts” in the main menu, click on “Account summary”.
2) Click on the “>” button for the GIC that you would like to change the maturity instructions for.
3) Under the “Maturity Instructions” section, click the “Change maturity instructions” button.
4) Update the actions to take at maturity for your GIC. For renewal at maturity, please provide the renewal information.
5) Click the “Continue” button at the bottom of the screen to review your updates.
6) If you are changes are correct, click on the “Continue” button to submit your updated maturity instructions.

On app 📱
1) Select “Accounts” in the bottom navigation bar.
2) Select the GIC that you would like to change the maturity instructions for.
3) Under the “Maturity Instructions” section, select the “Change maturity instructions” button.
4) Update the actions to take at maturity for your GIC. For renewal at maturity, please provide the renewal information.
5) Select the “Continue” button at the bottom of the screen to review your updates.
6) If you are changes are correct, selectn the “Continue” button to submit your updated maturity instructions.

How can I view the details for my account?

“On desktop and mobile browser 🖥
1) Navigate to “Accounts” in the main menu, click on “Account summary”.
2) Click on the the “>” button for the account that you would like to see the details for.

On app 📱
1) Select “Accounts” in the bottom navigation bar.
2) Choose the account that you would like to see the details for.”

Account transactions

How can I quickly view my latest Savings Account transactions?

On desktop and mobile browser 🖥
1) Navigate to “Accounts” in the main menu, click on “Account summary”.
2) Click on the the “v” button for the Savings Account that you would like to see the latest transactions for.

On app 📱
1) Select “Accounts” in the bottom navigation bar.
2) Select the Savings Account that you would like to see the latest transactions for.
3) Select the “Transactions” tab

How do I filter my Savings Account transactions?

On desktop and mobile browser 🖥
1) Navigate to “Accounts” in the main menu, click on “Account transactions”.
2) Click on the filter icon.
3) Select a date range on the calendar. Date ranges cannot be greater than one year.
4) Click on the “Search” button to your view transactions within your selected date range.

On app 📱
1) Select “Accounts” in the bottom navigation bar.
2) Select the Savings Account that you would like to see the latest transactions for.
3) Select the “Transactions” tab
4) Tap on the filter icon.
5) Select a date range on the calendar. Date ranges cannot be greater than one year.
6) Tap on “Apply filters” to your view transactions within your selected date range.

How can I export and download my Savings Account transaction summary?

On desktop and mobile browser 🖥
1) Navigate to “Accounts” in the main menu, click on “Account transactions”.
2) Use the account carousel to select the Savings Account that you would like to download the transaction summary for.
3) Click on the filter icon.
4) Select a date range on the calendar. Date ranges cannot be greater than one year.
5) Click on the “Search” button to your view transactions within your selected date range.
6) Choose a file format option in the “Export to” dropdown. File formats supported for export are CSV, PDF, Quicken, Quickbooks, Sage and Xero.
7) Click the “Download” button to download your file.

On app 📱
1) Select “Accounts” in the bottom navigation bar.
2) Choose the Savings Account that you would like to download transaction summary for.
3) Select the “Transactions” tab.
4) Tap the filter icon.
5) Select a date range on the calendar. Date ranges cannot be greater than one year.
6) Select “Apply filters” to your view transactions within your selected date range.
7) Tap on the “Share” icon and choose a file format option. File formats supported for export are CSV and PDF.

Account summary

How do I filter my accounts by issuer?

On desktop and mobile browser 🖥
1) Navigate to “Accounts” in the main menu, click on “Account summary”.
2) Select the filter icon.
3) Select an issuer from the dropdown, you can also select an account type to refine your results.
4) Click on the “Search” button to view your accounts with the selected issuer.

On app 📱
1) Select “Accounts” in the bottom navigation bar.
2) Select on the filter icon.
3) Select an issuer from the dropdown, you can also select an account type to refine your results..
4) Press “Apply filters” to your view accounts with the selected issuer.

Transfer

Make a transfer

How do I transfer funds?

On desktop and mobile browser 🖥
1) Navigate to “Transfers” in the main menu and then click on “Make a transfer”.
2) Choose the account that you would like to move funds from.
3) Select the account you will transfer money to.
4) Enter the amount to transfer, a description of the transfer and the transfer date.
5) Click the “Continue” button at the bottom of the screen to review your transfer details.
6) Then click “Continue” to submit your transfer.

On app 📱
1) Select “Transfers” in the bottom navigation bar and tap on “Make a transfer”.
2) Choose the account that you would like to move funds from.
3) Select the account you will transfer money to.
4) Enter the amount to transfer, a description of the transfer and the transfer date.
5) Tap on the “Continue” button at the bottom of the screen to review your transfer details.
6) Then select “Continue” to submit your transfer.

How do I make a scheduled transfer?

On desktop and mobile browser 🖥
1) Navigate to “Transfers” in the main menu and then click on “Make a transfer”.
2) Choose the external account that you would like to move funds from.
3) Select the account you will transfer money to.
4) Enter the amount to transfer, a description and the date that you want to schedule the transfer for.
5) Click the “Continue” button at the bottom of the screen to review your transfer details.
6) Then click “Continue” to submit your scheduled transfer.

On app 📱
1) Select “Transfers” in the bottom navigation bar and tap on “Make a transfer”.
2) Choose the external account that you would like to move funds from.
3) Select the account you will transfer money to.
4) Enter the amount to transfer, a description and the date that you want to schedule the transfer for.
5) Tap on the “Continue” button at the bottom of the screen to review your transfer details.
6) Then select “Continue” to submit your scheduled transfer.

Note that scheduled transfers can only be setup when the account that you will transfer money from, is an external account.

How do make a recurring transfer?

On desktop and mobile browser 🖥
1) Navigate to “Transfers” in the main menu and then click on “Make a transfer”.
2) Choose the external account that you would like to move funds from.
3) Select the account you will transfer money to.
4) Enter the amount to transfer and a description.
5) Check the box “Repeat this transfer” and provide the following information: -Select the start date for the recurring transfer -Select the frequency of the transfer -Choose the repeat condition for your transfer
6) Click on the “Continue” button at the bottom of the screen to review your transfer details.
7) Then click “Continue” to submit your scheduled transfer.

On app 📱
1) Select “Transfers” in the bottom navigation bar and tap on “Make a transfer”.
2) Choose the external account that you would like to move funds from.
3) Select the account you will transfer money to.
4) Enter the amount to transfer and a description.
5) Check the box “Repeat this transfer” and provide the following information: -Select the start date for the recurring transfer -Select the frequency of the transfer -Choose the repeat condition for your transfer
6) Tap on the “Continue” button at the bottom of the screen to review your transfer details.
7) Then select “Continue” to submit your scheduled transfer.

Note that recurring transfers can only be setup when the account that you will transfer money from, is an external account.

Will I be charged to make a transfer?

All transfers are free of charge.

Are there maximum amount limits for sending a transfer?

Yes, transfers amounts cannot equal or be more than $10,000,000 (ten million dollars).

Manage transfers

How do I view my scheduled or recurring transfers?

On desktop and mobile browser 🖥
1) Navigate to “Transfers” in the main menu and then click on “Manage transfers”.
2) Choose the account which you used to setup scheduled or recurring transfers from.
3) A list of scheduled or recurring transfers will be displayed.
4) Click on the details icon for a transfer to view the transfer details.

On app 📱
1) Select “Transfers” in the bottom navigation bar and tap on “Manage Transfers”.
2) Choose the account you would like to view transfers from.
3) A list of scheduled or recurring transfers will be displayed.
4) Click on the transfer of choice from to view the transfer details.

How do I edit or delete a scheduled or recurring transfer?

On desktop and mobile browser 🖥
1) Navigate to “Transfers” in the main menu and then click on “Manage transfers”.
2) Choose the account which you used to setup scheduled or recurring transfers from.
3) A list of scheduled or recurring transfers will be displayed.
4) Click on the details icon for a transfer to view the transfer details.
5) To delete the transfer, click the “Delete” button. Then click on “Continue” to confirm the cancellation.
6)To edit the transfer, click the “Edit” button and update the transfer details as required. Then click on “Continue” to confirm the updated details.

On app 📱
1) Select “Transfers” in the bottom navigation bar and tap on “Manage Transfers”.
2) Choose the account you would like to view transfers from.
3) A list of scheduled or recurring transfers will be displayed.
4) Click on the transfer of choice from to view the transfer details.
5) To delete the transfer, select the “Delete” button. Then click on “Delete transfer” to confirm the cancellation.
6)To edit the transfer, click the “Edit” button and update the transfer details as required. Then click on “Continue” to confirm the updated details.

Link to an external account

Can I transfer money to and from my Oaken Savings Account?

Yes, by linking your external accounts with a few easy steps in Oaken Digital, you will be able to easily move money back and forth between accounts as often as you like.

Can I link more than one external account to my Oaken Digital profile?

Yes, you can link as many external accounts as you like providing the external account is an eligible account.

Will I be charged a fee for linking to my external accounts?

No, there is no cost for linking your external accounts.

Are there other ways to link my accounts?

Yes, you can link an external account by sending a written request, along with a void cheque from your other financial institution, to Oaken Financial, 145 King Street West, Suite 2500, Toronto, Ontario M5H 1J8. This void cheque must contain your name, your financial institution’s information, and your account details.

The password or security question I use for my financial institution is not working. What should I do?

In this situation, you will need to contact your financial institution in order to follow their process to retrieve or reactivate your account. Once this has been done, please try linking to your external account from Oaken Digital again.

Why is the external account I would like to link to my Oaken Digital profile, not showing as an option?

This is likely because the account you are looking for is ineligible. Only eligible accounts will be shown as an option.

What do I do if I selected the wrong external account?

No problem – just call us at 1-855-OAKEN-22 (625-3622) and we’ll get that fixed for you. The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.. You can also send an email to service@oaken.com.

How long will it take for my external account to be linked?

Your changes will be reflected in Oaken Digital within 2 business days.

Who can I contact if I’m experiencing any other difficulties with linking my account?

Please call us at 1-855-OAKEN-22 (625-3622), so we can help you through the process. The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET. You can also send an email to service@oaken.com.

How do I link to an external account in Oaken Digital?

On desktop and mobile browser 🖥
1) Navigate to “Transfers” in the main menu and then click on “Link to an external account”
2) Review the Flinks terms of use and then accept by selecting the checkbox. Then click “Get started”.
3) Select your financial institution from the list on screen or use the search function.
4) Enter your username and password and click “Submit”.
5) You may be requested to answer a security question from your financial institution, then click “Continue”.
6) Select the account you would like to link to your Oaken profile and press “Continue” to submit your request. Your external account will be linked within two business days.

On app 📱
1) Select “Transfers” in the bottom navigation bar and tap on “Link to an external account”.
2) Review the Flinks terms of use and then accept by selecting the checkbox. Then tap on the “Get started” button.
3) Select your financial institution from the list on screen or use the search function.
4) Enter your username and password and tap on “Submit”.
5) You may be requested to answer a security question from your financial institution, then click “Continue”.
6) Select the account you would like to link to your Oaken profile and press “Continue” to submit your request. Your external account will be linked within two business days.

Document and statements

View documents

Is all my document history saved in Oaken Digital?

Your document history is available to view and export for a certain time period.

GIC confirmations will appear in Oaken Digital just for 30 days after the GIC has matured. For Savings accounts, you can view and download your statements for up to 7 years in the past.

How do I view and download my statements and documents?

On desktop and mobile browser 🖥
1) Navigate to “Digital Documents” in the main menu, select “View documents”.
2) Click the filter button and select a “Document type” from the dropdown list. Depending on the document type, other search criteria may be required, then click the “Search” button.
3) Clicking on a document name from the search results will automatically download the document to your device.

On app 📱
1) Select “More” in the bottom navigation bar. Select “View documents”.
2) Tap on the filter button and select a “Document type” from the dropdown list. Depending on the document type, other search criteria may be required, then select the “Apply filters” button.
3) Choose a statement name on the list to automatically download the statement to your device.

Manage document preferences

Is there a fee to receive a paper copy of my monthly Savings Account statements by mail? 

Yes, if you prefer to receive paper statements, there will be a charge of $2 per statement per month. However, e-statements are made available automatically, and are free of charge. 

I would like to receive a paper version of my GIC confirmation, but is there a charge? 

No, we will continue to send paper copies of your GIC confirmations and other documents by mail free of charge, and you can also download these from Oaken Digital. The only document for which there is a fee are monthly Savings Account statements. 

How do I stop receiving paper copies of my documents and statements? 

On desktop and mobile browser 🖥
1) Navigate to “Digital Documents” in the main menu, select “Manage document preferences”.
2) View the document type and un-check the checkbox under the “Paper” column.
3) Click “Save preferences” to update.

On app 📱
1) Select “More” in the bottom navigation bar. Select “Manage document preferences”.
2) Tap on an item in the document list and un-check the “Paper” checkbox.
3) Tap “Save preferences” to update.

How do I receive documents and statements in paper?

On desktop and mobile browser 🖥
1) Navigate to “Digital Documents” in the main menu, select “Manage document preferences”.
2) View the document type and check the checkbox under the “Paper” column.
3) Click “Save preferences” to update.

On app 📱
1) Select “More” in the bottom navigation bar. Select “Manage document preferences”.
2) Tap on an item in the document list and check the “Paper” checkbox.
3) Tap “Save preferences” to update.

Notifications and messages

Notifications

How will I know when my tax slips and portfolio statements become available in Oaken Digital? 

If you have subscribed to receive document notifications from Oaken Digital, you’ll receive an alert as soon as your documents become available. The scheduled dates for these will also be published on our website.

What are notifications?

A notification is an alert of a banking event. By subscribing to different types of notifications, you will be alerted of when specific banking events take place. The Oaken Digital notification hub allows you to view and manage your notifications, choose whether to receive optional alerts by either email, SMS or push notification. Oaken will send your notifications to the email address and mobile phone number on file, please ensure that this is always updated.

How do I subscribe/unsubscribe from notifications?

On desktop and mobile browser 🖥
1) Navigate to “Profile and Settings” in the main menu. Under “Notifications”, click on either “Security notifications”, “Account notifications” or “Document notifications”.
2) For “Account notifications”, use the account carousel to select the account that you would like to setup notifications for.
3) Under the “Optional” section, subscribe to a notification by selecting the checkbox for how you would like to receive that notification:
    – SMS notifications are messages sent to your phone through text message
    – Email notifications are messages sent to your email inbox
    – Push notitications are messages sent through the Oaken Digital app only
4) Click on the “Save Preferences” button.

On app 📱
1) Select “More” in the bottom navigation bar. Select “Notifications”.
2) Select either “Security notifications”, “Account notifications” or “Document notifications”.
3) For “Account notifications”, select the account that you would like to setup notifications for.
4) Under the “Optional” section, subscribe to a notification by selecting the checkbox for how you would like to receive that notification:
    – SMS notifications are messages sent to your phone through text message
    – Email notifications are messages sent to your email inbox
    – Push notitications are messages sent through the Oaken Digital app only
5) Tap on the “Save” button to update.

Note that you cannot unsubscribe from “Mandatory” notifications and these will be sent to the email address we have on file for you.

Messaging

How do I view and sort the messages in my secure inbox?

On desktop and mobile browser 🖥
1) Click on the “envelope’ icon at the top of the screen.
2) Click the filter icon and select a date range using the calendars.
3) Select the category of messages you would like to filter. Then click on the “Search” button.
4) Click on the message title to view the full message.

On app 📱
1) Select “Messages” in the bottom navigation bar.
2) Tap on the filter icon and select a date range using the calendars.
3) Select the category of messages you would like to filter. Then click “Apply filters”.
4) Tap on the message title to view the full message.

How do I reply to my messages?

On desktop and mobile browser 🖥
1) Click on the “envelope’ icon at the top of the screen.
2) Click the filter icon and select a date range using the calendars.
3) Select the category of messages you would like to filter. Then click “Search”.
4) Click on the message title to view the full message, then click “Reply”.
5) Type your new message and then click the “Send message” button.

On app 📱
1) Select “Messages” in the bottom navigation bar.
2) Tap on the filter icon and select a date range using the calendars.
3) Select the category of messages you would like to filter. Then click “Apply filters”.
4) Tap on the message title to view the full message, then click “reply”
5) Type your new message and then click the “Send message” button.

How do I delete messages?

On desktop and mobile browser 🖥
1) Click on the “envelope’ icon at the top of the screen.
2) Click the “red garbage can” icon to delete a message from the list.

On app 📱
1) Select “Messages” in the bottom navigation bar.
2) Tap on the “red garbage can” icon to delete a message from the list.

How do I send a secure message to Oaken?

On desktop and mobile browser 🖥
1) Click on the “envelope’ icon at the top of the screen.
2) Select the “new message” icon.
3) Choose a category from the dropdown list. Type in the subject line and the message.
4) Review your message and then click the “Send message” button.

On app 📱
1) Select “Messages” in the bottom navigation bar.
2) Tap on the “new message” icon.
3) Choose a category from the dropdown list. Type the subject line and the message.
4) Review your message and then select the “Send message” button.

Login, password and security

Login

How do I transfer funds?

On desktop and mobile browser 🖥
1) Go to oaken.com and select the “Online Banking” button.
2) Select “Log in”.
3) Enter your username and select “Continue”.
4) Enter your password and select “Log in”.

On app 📱
Login with your Oaken Digital username and password
1) If you do not have the Oaken Digital app installed on your device, download the app from the Apple App or Google Play Stores.
2) Tap on the Oaken icon on your device to open the app and select the “Log in” button.
3) Enter your username and select “Continue”.
4) Enter your password and select “Log in”.

Login with Touch ID for iOS or Fingerprint ID for Android
1) If you do not have the Oaken Digital app installed on your device, download the app from the Apple App or Google Play Store.
2)Tap on the Oaken icon on your device and select “Log in with fingerprint” on Android devices, or “Login with Touch ID” for iOS devices.
3) Use the fingerprint reader to unlock the screen.

Note that your device must support this feature in order to log in to the Oaken Digital app with fingerprint authentication.

Login with Face ID for iOS
1) If you do not have the Oaken Digital app installed on your device, download the app from the Apple App or Google Play Store.
2) Tap on the Oaken icon on your device and select “Log in with Face ID”.
3) Hold your phone at face level until unlocked.

Note that your device must support this feature in order to log in to the Oaken Digital app with Face ID authentication.

How do I enable fingerprint login for the Oaken Digital app?

1) Go to your device settings and ensure that your fingerprint ID for Android or Touch ID for iOS is enabled.
2) Tap on the Oaken icon on your device to open the app and select the “Log in” button.
3) Enter your username and select “Continue”.
4) Enter your password and select “Continue” to login.
5) Select “More” in the bottom navigation bar, “Password and security” and finally select “Biometric login”.
6) Under “Biometric authentication type” choose the “Fingerprint” option for Android or “Touch ID” for iOS.
7) Select “Set up your fingerprint” for iOS or “Set up Touch ID” for Android.
8) Review and agree to the terms and conditions before clicking on the “Accept” button. If you do not agree, select the “Decline” button to cancel the setup process.

How do I enable Face ID for the Oaken Digital app?

1) Go to your device settings and ensure that your Face ID feature is enabled.
2) Tap on the Oaken icon on your device to open the app and select the “Log in” button.
3) Enter your username and select “Continue”.
4) Enter your password and select “Continue” to login.
5) Select “More” in the bottom navigation bar, “Password and security” and finally select “Biometric login”.
6) Under “Biometric authentication type” choose the “Face ID” option.
7) Select “Set up Face ID”.
8) Review and agree to the terms and conditions before clicking on the “Accept” button. If you do not agree, select the “Decline” button to cancel the setup process.

What if I cannot activate my fingerprint login or Face ID?

Check your device settings to confirm that your fingerprint ID for Android or Touch ID/Face ID features for iOS are enabled. If the settings are enabled on your device, check that the “default login authentication type” is set to the login method of your choice.
1) Tap on the Oaken icon on your device to open the app and select the “Log in” button.
2) Enter your username and select “Continue”.
3) Enter your password and select “Continue” to login.
4) Select “More” in the bottom navigation bar, “Password and security” and finally select “Biometric login”.
5) Select the “Default login authentication” dropdown.
6) Tap on the authentication method of your choice and this will be automatically be saved for your device.

What if I cannot de-activate my fingerprint login or Face ID?

Check your device settings to confirm that your fingerprint ID for Android or Touch ID/Face ID features for iOS are enabled.
If the settings are enabled on your device, check that the options under biometric authentication type is set to “No” in the Oaken Digital app.
1) Tap on the Oaken icon on your device to open the app and select the “Log in” button.
2) Enter your username and select “Continue”.
3) Enter your password and select “Continue” to login.
4) Select “More” in the bottom navigation bar, “Password and security” and finally select “Biometric login”.
5) View the options within the “Biometric authentication type” dropdown
6) If they say “Yes” then select that option to de-activate it.

How do I switch the username on the Oaken Digital app?

1) Tap the three lined icon in the top right side of the log in screen.
2) Tap “Switch user”.
3) Enter the username then tap the continue button.
4) Enter the password then tap th “Log in” button.

What if my fingerprint or Face login is locked and is preventing me from logging in to Oaken Digital?

If you are locked from entering your fingerprint ID, Touch ID or Face ID login after mulitple failed attempts, please log in the app using your username and password.

Retrieving data. Wait a few seconds and try to cut or copy again.

On desktop and mobile browser🖥
Click on the “Log out” icon at the top right side of the page. Oaken Digital will automatically log you out after a period of inactivity.

On app 📱
Select “More” in the bottom navigation and then tap on the “Log out” button. The Oaken Digital app will automatically log you out after a period of inactivity.

Password

How do I change my password?

On desktop and mobile browser 🖥
1) Navigate to “Profile and settings” in the main menu, under “Password and security” select “Change Password”.
2) Enter your current password.
3) You will be prompted to enter your new password twice, ensure that it complies with the password policy on screen.
4) Click “Continue” to confirm your new password.
5) Click on “Continue” again to update your password.

On app 📱
1) Select “More” in the bottom navigation bar, “Password and security” and finally select “Change Password”.
2)Enter your current password.
3) You will be prompted to enter your new password twice, ensure that it complies with the password policy on screen.
4) Tap on “Continue” to confirm your new password.
5) Select “Continue” again to update your password.

What can I do to recover my Oaken Digital Password?

1) Click on the “Login” button.
2) Enter your username and click on the “Continue” button.
3) Select the “Forgot your password?”
4) You will be prompted to enter your Oaken Digital username and the email address that is on file with Oaken.
5) Click on the password recovery link in the email that you would have received, note that this link expires within 60 minutes.
6) You will be re-directed back to the Oaken Digital password recovery screen.
7) Enter the 7-digit verification code which you would have received by SMS.
8) You will be prompted to enter your new password twice, ensure that it complies with the password policy on screen.
9) Click on the “Change Password” button.

Manage devices

How do I view devices and browsers that I have logged into Oaken Digital with?

On desktop and mobile browser 🖥
1) Navigate to “Profile and settings” in the main menu, under “Password and security” select “Manage devices”.
2) Click the “Filter” button and choose a “To” and “From” date range that you would like to search within.
3) Click the “Search” button.

On app 📱
1) Select “More” in the bottom navigation. Then select “Password and security” followed by “Manage devices”.
2) Tap on the “Filter” button and choose a “To” and “From” date range that you would like to search within.
3) Select the “Search” button.

How do I block devices and browsers from accessing my Oaken Digital profile?

On desktop and mobile browser 🖥
1) Navigate to “Profile and settings” in the main menu, under “Password and security” select “Manage devices”.
2) Click the “Filter” button and choose a “To” and “From” date range that you would like to search within.
3) Click the “Search” button.
4) Click on the green lock icon on the device or browser that you wish to lock and prevent Oaken Digital access.

On app 📱
1) Select “More” in the bottom navigation. Then select “Password and security” followed by “Manage devices”.
2) Tap on the “Filter” button and choose a “To” and “From” date range that you would like to search within.
3) Select the “Search” button.
4)Tap on the green lock icon on the device or browser that you wish to lock and prevent Oaken Digital access.

What if a device or browser I did not use is on my list?

Follow the steps from “How do I block devices and browsers from accessing my Oaken Digital profile?” to lock any further access via that device or browser.

Please call us at 1-855-625-3622 to open a case for investigation. The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

I’ve noticed suspicious activity on my account. What should I do?

If you’ve notice unusually activity on any of your Oaken accounts, please call us at 1-855-625-3622 to open a case for investigation. The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

Toubleshooting

All channels

My Oaken Digital profile is currently locked out due to several failed attempts. What should I do?

If your Oaken Digital profile is locked out, you can recover your password by selecting “Forgot your password?” from the login screen.

Alternatively you can call us at 1-855-OAKEN-22 (625-3622). The Oaken team is available from Monday to Friday, 8:00am to 10:00pm and Saturday 9:00am – 5:00pm ET.

Android

Which versions of Android does Oaken Digital support?

The Oaken Digital app performs best for mobile devices running Android 8 and above. If you remain on an Android version lower than 8, you may not be able to install/update the Oaken Digital app from the Google Play Store or the app may not work as expected. Please follow your device manufacturer’s instructions to update your Android device to the latest version.

How do I install the Oaken Digital app on my Android device?

To install the Oaken Digital app for Android , download it from the Google Play Store.
1. Open the Google Play Store app on your device and search for “Oaken Digital”.
2. Select “Install”.
3. Once installation is complete, select “Open”.

I’m having trouble installing or opening Oaken Digital on my Android device, what should I do?

Check your device storage
If you’re having trouble installing the Oaken Digital app on your device, you may not have enough free space in your device storage.
To see how much space is available on your device, follow these instructions:
1. From your device’s home screen, tap the Settings icon. Settings can vary by phone and you will needy to contact your device manufacturer for more information.
2. In the Settings, open Storage.
3. If your device has less than 100MB, you may need to uninstall other apps to clear space in your device storage.
4. Once you have more space available, try downloading the Oaken Digital app again.

Your device’s Android operating system may not be up to date
The Oaken Digital app for Android is available for devices running Android 8 and above. Please follow your device manufacturer’s instructions to update your Android device to the latest version.

Check your network connection
First try powering down your device for a few moments. Turn your device back on and make sure you have a strong internet connection. Then try to install the Oaken Digital app again from the Google Play Store.

Try re-installing the Oaken Digital app
If you’re still having trouble installing the app, try the following:
1. If you’re still unable to download the app, try uninstalling the Oaken Digital app from your device. After it’s uninstalled, restart your phone and then re-install the Oaken Digital app from the Google Play Store.
2. If you’re still experiencing issues, check the Google Play Help Center for tips to troubleshoot download issues.

The Oaken Digital app freezes or crashed on my Android device, what should I do?

You can try to ‘force quit’ the Oaken Digital app, if it is freezing or crashing.

1. Press and hold the power button until the device turns off.
2. Then press and hold the power button until your device powers back on.

If force quit does not help, uninstall the version on the device and re-install the latest Oaken Digital app from the Google Play Store.

How can I change the push notification settings on my Android device?

Go to your device settings. Settings can vary by phone and you will needy to contact your device manufacturer for more information.
1. Tap Notifications, then tap Applications (this may be called Apps in some Android devices)
2. Select Oaken Digital, then tap Notifications
3. Enable/Disable push notifications for Oaken Digital

How can I enable Fingerprint ID to access the Oaken Digital app?

Fingerprint ID will be offered at log in after you’ve downloaded the latest version of our Oaken Digital app. You can choose to enable/disable Fingerprint ID at any time from the “Password and security settings” option within the Oaken Digital app.

iPhone

Which iOS version does Oaken Digital support?

The Oaken Digital app performs best for mobile devices running iOS 13 and above. If you remain on an iOS version lower than 13, you may not be able to install/update the Oaken Digital app from the Apple App Store or the app may not work as expected. Please follow your device manufacturer’s instructions to update your Apple device to the latest version.

How do I install the Oaken Digital app on my iOS device?

To install the Oaken Digital app for iOS , download it from the App Store.
1. Open the App Store app on your device and search for “Oaken Digital”.
2. Select “Get”
3. Once installation is complete, select “Open”.

I’m having trouble installing or opening Oaken Digital on my iOS device, what should I do?

Check your device storage
If you’re having trouble installing the latest Oaken Digital app on your iOS device, you may not have enough free space in your device storage.
To see how much space is available on your device, follow these instructions:
1. From your device’s home screen, tap “Settings” and then “General”.
2. Tap iPhone Storage”.
3. If your device has less than 100MB available, you may need to uninstall other apps to clear space in your device storage.
4. Once you have more space available, try downloading the Oaken Digital app again.

Your device’s iOS operating system may not be up to date
The Oaken Digital app for iOS app is available for phones running iOS versions 13 and above. Please follow your device manufacturer’s instructions to update your Apple device to the latest version.

Check your network connection
First try powering down your device for a few moments. Turn your device back on and make sure you have a strong internet connection. Then try to install the Oaken Digital app again from the Apple App Store.

Try re-installing the Oaken Digital app
If you’re still having trouble installing the app, try the following:
1. If you’re still unable to download the app, try uninstalling the Oaken Digital app from your device. After it’s uninstalled, restart your phone and then re-install the Oaken Digital app from the App Store.
2. If you’re still experiencing issues, check the App Store for tips to troubleshoot download issues.

The Oaken Digital app freezes or crashed on my iOS device, what should I do?

If your app is freezing or crashing, you can try to ‘force quit’ the Oaken Digital app by following these steps:
1. Double-tap the Home button (If you do not have a Home button, see our steps for iPhone X below).
2. Swipe upwards on every app preview to close all apps.
3. Tap the Home button to return to the Home screen, then try to open the Oaken Digital app.

iPhone X:
1. From the Home screen, swipe up and hold until you see your open apps.
2. Swipe up on each app to close it.
3. Once all apps have been closed, try to open the Oaken Digital app.

How can I change the push notification settings on my iOS device?

To adjust your mobile push notifications on your iPhone:
1. Tap “Settings”
2. Tap “Notifications”, then select Oaken Digital.
3. Tap “Allow notifications” to turn notifications from Oaken Digital on or off.

How can I enable Touch ID/Face ID to access the Oaken Digital app?

Touch ID and Face ID will be offered at login after you’ve downloaded the latest version of our Oaken Digital app. You can choose to enable or disable Fingerprint ID or Face ID at any time, from the “Password and security settings” within the Oaken Digital app.