Personal AI agents are becoming part of everyday digital life for some Canadians.
An AI agent could help consumers find better deals, make more informed choices and remove day-to-day friction. It could also help businesses operate more efficiently, and we’re already seeing that across some clients we support. That said, for AI to become part of everyday economic life, people and businesses have to trust it.
To perform these tasks, personal AI agents need access to your online accounts, including financial ones, and may store your passwords to get there.
But as these systems become more autonomous, the stakes go up when something goes wrong—from fraud and consumer harm to risks that could ripple more broadly through the financial system. That’s why, after careful consideration and based on what we know today, RBC has decided to block third-party personal AI agents from direct access to authenticated RBC digital properties including online banking.
Why we’re taking this action
At RBC, your security and privacy come first. Trust is core to our relationship with our clients – nothing is more important than the security of client information.
Your Banking Stays in Your Hands
If you’ve been using a third-party AI agent to reach your RBC accounts, those connections will stop working.
You can continue to:
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Access RBC digital banking directly through our official website and mobile app
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Use RBC’s own digital tools and features
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Reach out to our customer service team for help with your accounts
Our ongoing commitment to you
Your feedback matters—if you have questions or concerns, please contact RBC Customer Service.
Our Guarantee to You
With the RBC Digital Banking Security Guarantee, you’re fully protected against any eligible digital transactions you didn’t make or approve so long as you fulfill your responsibilities1. Should something covered by the Digital Banking Security Guarantee ever happen, we will fully reimburse you for any unauthorized transactions made through the RBC Mobile2 app or RBC Online Banking.
Our guarantee to you: We will reimburse you for monetary losses to your Account(s) resulting directly from the following unauthorized transactions on your Account(s) using Digital Banking or Mobile Payments (collectively, Unauthorized Transactions):
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transactions that occur after you notify us that you believe that any of your Passwords may have become known by someone, or that you noticed unusual, suspicious or fraudulent activity on any of your Accounts;
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transactions where it can be shown that you have been a victim of fraud, theft or have been coerced by trickery, force or intimidation, so long as you report the incident to us immediately and cooperate and assist us fully in any investigation;
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transactions resulting from negligent conduct by us, our employees or Third-Party Service Providers;
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Interac Online Payment transactions resulting from negligent conduct by any Third Party participating in Interac Online Payment; and
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any failure, error, malfunction, or technical problem of our system or equipment or that of any Third-Party Service Provider or any Third Party participating in Interac Online Payment.
Your responsibilities: Despite the above, we are not responsible for and we will not reimburse you for losses to your Account(s) if:
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you do not comply with any of your obligations under this Agreement or you do not comply with any instructions we may provide to you in connection with Digital Banking or Mobile Payments;
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you engage in any fraudulent, criminal or dishonest acts related to Digital Banking or Mobile Payments;
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you access Digital Banking or Mobile Payments via a Device that you know or reasonably should know contains software that has the ability to reveal or otherwise compromise any of your Passwords, Personal Verification Questions or an e-Transfer Question and Answer;
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you carry out the transaction, including if the transaction is a result of any mistake, error, omission, inaccuracy or other inadequacy of, or contained in any data or information that you give to us;
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you share any of your Passwords or Personal Verification Questions; or
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you consent to, contribute to or authorize a transaction in any way.
Exceptional Losses: In no event, even if we are negligent, will we be liable for any loss of data, or any indirect, consequential, special, aggravated, punitive or exemplary damages, in whole or in part, (including any business interruption, loss of profits, data, information, opportunity, revenues, goodwill or any other commercial or economic loss), caused to you, regardless of the cause of action, even if we were advised of the possibility of such damages.
For full details regarding the protections and limitations of the RBC Digital Banking Security Guarantee, including your responsibilities in ensuring the safety and security of your transactions, please see your Electronic Access Agreement and your Client Card Agreement for personal banking clients, and the Master Client Agreement for business clients. This guarantee is given by Royal Bank of Canada in connection with its Online and Mobile Banking services. Formerly known as the RBC Online Banking Security Guarantee.
RBC Mobile is operated by Royal Bank of Canada, RBC Direct Investing Inc. and RBC Dominion Securities Inc. RBC Online Banking is operated by Royal Bank of Canada.
