FAQ

FOR CARDHOLDERS

This page provides important information about your card. Please read it carefully before using the card. If you have questions, please call the number on the back of your card.

Is a prepaid card a credit card?

No. The card is a prepaid card that carries funds loaded on the card by the card sponsor (the organization that pays for the funds on the card). Each time you use the card, the purchase amount is deducted from the available balance. This is a promotional / incentive product.

Where can a prepaid card be used?

Your card can be used anywhere Visa or Mastercard is accepted, including over the phone and online.

Can I withdraw cash from an ABM using my card?

Check the card package you received to find out if cash withdrawals are permitted.

How is my PIN Assigned?

If cash withdrawals are permitted, you will find your PIN either printed on the card package you received, or under the Profile section of the website listed on the back of your card.

Can I change my PIN?

  1. No, you cannot change your PIN. If you forget your PIN, you can find it under “My Profile” in your online MyCard account. You can also call the number on the back of your card to request it.
  2. If you are unsure if your card has PIN functionality, please check the package you received from the card sponsor for details of the card’s functionality. You can also call the number on the back of your card.

What is my Access code and what do I use it for?

Your Access Code is used to activate your card and to check your balance. You will find it in the card package your received.

What’s the difference between my access code and PIN?

  1. Access Code: Your Access Code acts like a password to your account. It is used to activate your card, check your card balance online and for confirmation when calling in to our support line for customer verification.
  2. PIN: If your card has PIN functionality, your PIN can be used for transactions such as withdrawals from ATMs and purchases at POS terminals.
  3. If you are unsure if your card has PIN functionality, please check the package you received from the card sponsor for details of the card’s functionality. You can also call the number on the back of your card to inquire.

How do I know the initial balance of my prepaid card, and how can I check my balance?

Look for communications from the sponsor company that outlines the initial funds loaded on the card. You have several ways to determine your balance:

  1. You can keep a manual running total of your balance by subtracting your purchases from the original loaded value.
  2. You can visit the website on the back of your card to obtain your balance and a history of your transactions.
  3. You can call the number on the back of your card and follow the automated prompts. Fees may apply.
  4. You can speak with a live agent by calling the number shown on the back of your card. Fees may apply.

Can I use my prepaid card at gas stations?

Yes. Just remember to present the card to the station attendant rather than paying at the pump since automated fuel dispensers are sometimes unable to pre-authorize prepaid cards.

Can I use my prepaid card at restaurants and hotels?

Yes. However, you should be aware that restaurants and hotels factor in an automatic tip or other incidental expenses when authorizing your purchase transaction. If the total purchase amount including the estimated tip exceeds the amount available on your card, your card may be declined. If you think this will happen, inform the merchant in advance about how much to deduct from your prepaid card and which second payment method (credit card, debit card, cash or cheque) you want to use to cover the difference.

Can I use my prepaid card for online or phone purchases?

Yes. Your card is intended for use anywhere Visa or Mastercard cards are accepted. You should be aware that some internet merchants use fraud protection software that may decline a prepaid card for an online or phone purchase transaction.

Do I need to sign an agreement?

No. Each card is distributed with a schedule of fees and summary Cardholder Agreement. You accept the terms and conditions of the Cardholder Agreement by signing the back of the card, using the card, or receiving the card by request.

Will I receive a statement?

No. You can review your current balance, free of charge, by visiting the website provided on the back of the card. In addition, you can call the Cardholder Services number listed on the back of the card to receive balance and transaction information. Fees may apply. Refer to the Cardholder Agreement for details.

What should I do with my prepaid card when the value has been spent?

The sponsor company may reload funds onto your card as per the description included in the package you received. If there are no additional funds to be loaded onto your card, keep your card in case you must return any purchases made with the card. The merchant will ask you to present the card when requesting a refund. If your card has expired, the merchant’s return policy will determine how the return will be handled.

What happens if I need to return an item?

Each merchant location has its own return policies and will handle returns in the same manner as any other Visa or Mastercard transaction. They may credit your prepaid card, provide a cash refund, or provide a store credit.

Can I reload my prepaid card?

No, only the card sponsor can load funds onto the card.

Does a prepaid card have an expiration date?

Yes. It expires on the date printed on the front of the card.

What happens if there are still funds available when my prepaid card expires?

We encourage you to use the entire amount of funds before the expiration date as unused funds may be removed from the card at the discretion of the card sponsor. Check the card package you received for more details about card expiration.

Can the prepaid card be cancelled prior to the expiry date on the card?

Yes. At the discretion of the card sponsor, cards can be cancelled prior to the expiry date. You will be provided with a minimum of 60 days notice to allow you to use the balance of funds on your cards.

What happens if my prepaid card is lost or stolen?

You must notify us immediately by calling the number on the back of the card and providing your card number and other information we request. Once you have notified us, your card may be replaced at your written request, subject to our verification of your request and a replacement fee. You are responsible for any transactions that may occur prior to the card being reported. You are also responsible for all transactions where your PIN has been used.

Why would my prepaid card be declined?

  1. Your card may have expired. Check the expiry date printed on the front of your card.
  2. Your remaining card balance may be less than the value of the item you wish to purchase. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant.
  3. Some internet merchants use fraud protection software that may decline a prepaid card purchase transaction. Updating your profile information on this site can help you avoid declines.
  4. You purchased gas at the pump. Remember to present the card to the station attendant rather than paying at the pump since automated fuel dispensers are sometimes unable to pre-authorize prepaid cards.
  5. Some merchants (like restaurants and spas) obtain pre-authorizations of up to 20% more than the final transaction amount in case the cardholder leaves a tip. If this amount exceeds the card balance, the transaction will be declined.

What fees are associated with a prepaid card?

All fees related to your card are provided to you in the Cardholder Agreement contained in the card package you received. We encourage you to read the fees associated with the card and to establish usage patterns that minimize fees associated with card ownership.

Can the card ever have a negative balance?

No, the card is a prepaid card which will only authorize when enough funds exist on the card to cover the purchase.

Are the funds on this card insured by the Canadian Deposit Insurance corporation (CDIC)?

No, the funds on this card are not insured by the CDIC.

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