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Frequently Asked Questions  

  • General Questions
  • How to use your Card
  • Disputes
  • Online Account

    General Questions

    Is my Prepaid Visa Card a credit card?[back to top]
    While they do look similar to credit cards, Prepaid Visa Cards are prefunded with a fixed amount of money. When purchases are made, the purchase amount is deducted from that money on the Card until the balance reaches $0.

    Who might like a Prepaid Visa Card?[back to top]
    Anyone! Because Prepaid Visa Cards can be used anywhere Visa is accepted and is a safe alternative to carrying cash. They allow you to shop anywhere Visa is accepted, and unlike cash or store gift cards, these Cards can be replaced if lost or stolen provided you have registered them to your name and address previously. Give them to your friends, relatives, business associates or even your neighbours!

    How to use your Card

    How do I use my Prepaid Visa Card?[back to top]
    Simply present your Prepaid Visa Card to the merchant and have them select the "credit card" payment option. Once processed, you will be required to sign the sales receipt as you would for any other credit card type transaction. If you would like to purchase an item that is more than the value on your Card, you will need to let the cashier know in advance how much to charge to your Prepaid Visa Card and then give them a second form of payment (credit card, debit card or cash) for the remaining balance owing on the purchase: This is often referred to as ‘Split Purchases’. You should be aware of the balance available on the card in advance of making your payments as merchants or cashiers do not have the ability to check them for you. You can check your balance online in your Account here .

    Where can I use my Prepaid Visa Card?[back to top]
    You can use your Card everywhere Visa is accepted electronically - even online1. It is not refundable for cash, cannot be used at ATMs, for gambling, recurring payments or at merchants requiring a manual imprint or if a merchant manually enters in the card number.

    What should I do when I get my Prepaid Visa Card?[back to top]
    Your Card is automatically activated when it is purchased. Before you use your Card, you must sign the back of the Card right away and register your Card here in case it is ever lost or stolen.

    Why should I register my Prepaid Visa Card?[back to top]
    It is important to register your Card here in advance in order for the Card to be replaced should it be lost or stolen. This protects you from having someone else registering the card and taking over the balance. Registering your Card also enables you to make purchases online or over the phone. Most online and phone merchants do not accept payments without a valid "billing" address. Your registered address will serve as the "billing" address that Online merchants require.

    Can I reload my Prepaid Visa Card?[back to top]
    Your Card can only be loaded once, at the time of purchase. It can’t be reloaded.

    What is the Card ‘Good thru’ date?[back to top]
    Visa requires a date on Cards for payment processing. If funds remain on your Card after the Card ‘Good thru’ date call the number on the back of your Card.

    What happens if there are still funds available after the Card ‘Good thru’ date has passed?[back to top]
    We encourage you to use the entire Prepaid Visa Card amount before the Card ‘Good thru’ date passes. If funds remain on your Card after the Card ‘Good thru’ date call the number on the back of your Card.

    Are there any fees associated with my Prepaid Visa Card?[back to top]
    There is a 2.5% foreign currency margin when you use the Card for foreign currency transactions.

    Does the recipient of the Card need to sign an agreement?[back to top]
    No, by signing the back of the Card you agree to the Terms and Conditions of the Cardholder Agreement.

    Are the Prepaid Visa Cards refundable?[back to top]
    No, Prepaid Visa Cards are not refundable for cash.

    Can I withdraw cash at an ATM or take cash advances with my Prepaid Visa Card?[back to top]
    No, Cards can’t be used to withdraw cash at an ATM or be used for cash advances at a financial institution. There is no PIN associated with the Card.

    Can I use my Prepaid Visa Card for recurring billing?[back to top]
    As the Card is not reloadable, it can’t be used for recurring billings or for pre-authorized payments.

    Can I transfer the balance or funds from my Prepaid Visa Card to another Card or account?[back to top]
    Funds on the Card are not transferable to another Card or account.

    How can I check the balance on my Prepaid Visa Card?[back to top]
    You can check your balance and transaction history by clicking here, or calling Cardholder Services using the toll free phone number listed on the back of your Card. Please note that merchants do not have access to your Card balance.

    What happens if my Prepaid Visa Card is lost or stolen?[back to top]
    Cards can only be replaced if they have been registered on this site. Lost and stolen Cards must be reported immediately by contacting Cardholder Services on the number on the back of your Card. If you do not have the Card please refer to the number on the Contact Us page. A free replacement Card will be issued and any available balance will be transferred to the new Card. As long as the lost or stolen Card has been reported immediately, then you will not be responsible for any unauthorized charges.

    Can I use my Prepaid Visa Card to pay at the pump at gas stations?[back to top]
    Cards can’t be used to pay at the pump. You need to take your Card inside the gas station to pay at the cashier.

    My Prepaid Visa Card doesn't have my name on it; do I still sign my name on the sales receipt?[back to top]
    Yes. Even though your Card does not have your name on it, you will still sign your name on the receipt when you make a purchase. Make sure you sign the back of your Card too so that merchants can validate your identity by comparing your signature on the receipt with that on your Card.

    How do I pay for a purchase that costs more than the balance on my Prepaid Visa Card?[back to top]
    To purchase an item that costs more than the balance of your Card, you must let the merchant know that you will be using two methods of payment for the purchase, commonly referred to as a "split payment." You must tell the cashier the exact amount to charge to your Prepaid Visa Card first and then provide them with another method of payment (credit card, debit card, cash, etc.) for the remaining balance. Merchants do not have access to your Card balance so it is important that you tell them how much to charge to your Card since purchases for more than your available balance will be declined. Split payments are subject to the merchant's policy so be sure to tell the merchant before the transaction to ensure they can accept both payments for your purchase.

    Disputes

    What happens if I need to return an item I purchased using the Prepaid Visa Card?[back to top]
    Keep your Prepaid Visa Card receipts in case you need to return merchandise. Each merchant location has its own return policies and will handle returns in the same way as any other Visa transaction. They may credit your Prepaid Visa Card, provide a cash refund, or a store credit. If a credit is issued to your Card, the credit may not be added to the available funds for up to seven business days. Check your balance regularly here or call the Customer Service number on the back of your Card to determine when your Card has been credited for the return.

    What do I do if my Prepaid Visa Card was declined?[back to top]
    If a purchase has been declined, it is likely because the available balance on the Card was less than the purchase amount. Merchants do not have access to your Card balance and cannot automatically deduct the available balance for a purchase. As a result it is important that you inform the merchant the balance of your Card if it is less than the amount of your purchase (refer to the question "How do I pay for a purchase that costs more than the balance on my Prepaid Visa Card").

    Also, some merchants, such as restaurants, hotels and car rental agencies require the Card to have an available balance that is 15-20% greater than the purchase amount to ensure there are sufficient funds to pay for the final anticipated amount of the purchase (for tips, service charges, incidental expenses, etc.). This is a standard practice for merchants who accept Visa cards. In all cases, only the actual amount spent will be deducted from the Card. However, if your Balance is does not cover the amount with the added 15-20%, your Card may be declined.

    How do I dispute a transaction on my Prepaid Visa Card?[back to top]
    You should first dispute charges with the merchant. If your dispute is not resolved, then contact Cardholder Services at the number listed on the back of your Card.

    Online Account

    Why am I asked to answer Identification Questions when I log into my account?[back to top]
    We take your personal security seriously. When registering your Prepaid Visa Card you will be asked to answer identification questions. This enhanced login process helps prevent online fraud and phishing often used for identify theft to steal personal information such as card numbers, passwords or other account information. The feature asks you to verify your identity to prevent unauthorized use of your personal financial information.

    What are Identification Questions?[back to top]
    Identification Questions are questions selected by you from a list of available options with unique answers that only you are supposed to know. Upon your initial login to your registered Prepaid Visa Card account, you will be given a list of available questions to choose from. You must answer a minimum of four questions from that list. You will only be asked to answer two randomly selected security questions to confirm your identity when you log in to this site from another computer or smart phone. Once you update your user profile, there will be no change to ongoing access from your regular computer which recognizes you and does not require you to re-answer these identification questions. In the future, when you log in to your registered Prepaid Visa Card account from a computer that you normally don’t use – like a computer in a library, internet café or if you have deleted your cookies, you will need to answer the identification questions again to confirm your identity.

    I have previously logged into my account with this computer. Why am I being prompted to answer my Identification Questions?[back to top]
    Your computer is recognized with what is known as a “cookie”. If your Prepaid Visa Card is registered and you have cleared your browser cookies recently or you are using a different browser on your regular computer, you will be prompted to answer the identification questions again.

    I have successfully logged into my account so why am I being asked to verify the answers to my Identification Questions?[back to top]
    Once your Prepaid Visa Card is registered you will be asked to verify your identify questions every 90 days to check that your answers are still valid. This will also allow you the opportunity to modify your answers in case they have changed over time.

    I have exceeded the number of attempts to answer my Identification Questions and am now locked out. How do I get access to the site again?[back to top]
    If you have incorrectly answered your identification questions for your registered Prepaid Visa Card account and it has been locked or you require assistance, please contact Cardholder Services at the phone number on the back of your card.

    How can I make changes or add more answers to the Identification Questions?[back to top]
    For any assistance with your identification questions for your registered Prepaid Visa Card account, please contact Cardholder Services at the phone number on the back of your card.




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