FAQ

General

No. To spend money, you must pre-load funds onto your card. There is no line of credit associated with your account. When you use your reloadable card, the amount of each transaction, including any applicable service fees, will be deducted from your account balance.

Currently, PIVOT Visa Cards cannot be purchased at retail locations. New customers who have not previously registered a PIVOT Visa Card can order a card online by visiting the Account Login/Order Card link and providing the requested information. Once registration is complete, a new card will be mailed to you within 10-14 days. After you receive your new card, you must activate the card online. Once activated and funded, your new PIVOT Visa Card is ready for spending and ATM access.

If you have previously registered a PIVOT Card, please contact customer support at 1-866-233-3658 to verify your account status and receive instructions on how to receive a new card.

For security and compliance purposes, any new card ordered online must successfully pass registration to receive a personalized card.

The PIVOT Visa Card can be used at any merchant, in store or online, where Visa is accepted. PIVOT Visa Card customers can also withdraw cash at over 1 million ATMs worldwide displaying the Visa or Plus logos.

Unlike gift cards, once you have successfully ordered and loaded a PIVOT Visa Card, you can reload funds, make purchases, shop online and withdraw funds at ATMs.

No. Credit checks are not required to register a PIVOT Visa Card. However, Canadian law requires us to obtain and verify customer information such as your name, physical address, and date of birth, when registering a reloadable Visa product. At times we may need to ask for additional information such as your driver’s licence or other forms of identification. This is simply to confirm your identity and not to conduct a formal credit check.

» View the list of acceptable identifying documentation

Yes. Personal information is only used to verify your identity when ordering and registering a PIVOT Visa Card. No credit check is required.

No. Your PIVOT Visa Card does not help build or restore your credit. Your transaction history will not be reported to the credit bureaus and does not go through the same credit facilities as a standard credit card.

To order the PIVOT card, you must register the card by providing the following information:

· full name

· physical address

· date of birth

· phone number

· email address

At times we may need to ask for additional information such as your driver’s licence or other forms of identification. This is simply to confirm your identity and not to conduct a formal credit check.

» View the list of acceptable identifying documentation

No. You can only have one PIVOT Visa Card in your name.

Yes. Your privacy is important to us. Please refer to the PIVOT Visa Card Privacy Policy

You must be at least 16 years of age to register a PIVOT Card.

You may use your PIVOT Visa Card after you have received, activated and loaded funds to your new card. you activate or register the card online.

To order and register a PIVOT Visa Card, you must be a Canadian citizen and have a physical mailing address. P.O. Box addresses are not allowed.

Yes. When checking out of an online store, be sure to use the same address that you used to register your PIVOT Visa Card.

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Registration

In the event that your PIVOT Visa Card becomes damaged, you may request a replacement card by logging into your PIVOT online account. On the “My Profile” page, you will have the option to order a replacement card. Please verify that we have your correct mailing address on file. If you need to request an address change, please contact our Customer Support Center at 1-866-233-3658 for assistance.

Your new PIVOT Visa Card will arrive in the mail within approximately 10-14 business days. If you do not receive your card within this timeframe, please contact our Customer Support Centre at 1-866-233-3658. Please note that cards may take longer to be delivered in remote areas.

Canadian law requires us to obtain and verify customer information such as your name, physical address, and date of birth when registering a reloadable Visa product. At times we may need to ask for additional information such as your driver’s licence or other forms of identification. This is simply to confirm your identity and not to conduct a credit check. » View the list of acceptable identifying documentation

Canadian law requires us to obtain and validate customer information when registering a reloadable Visa product. This means that you will have to provide your name, physical address (P.O. box addresses are not allowed), date of birth and other information in order to register your card.

No, each customer must register their own profile. Each customer may only have one registered PIVOT Card profile.

No, the PIVOT Visa card program is only available to consumers.

No, you cannot have your PIVOT Visa Card mailed to a P.O. box address.

Once you receive your new personalized card in the mail, sign the back and then activate it immediately online at Activate your card online.

If you are a registered PIVOT Visa Card customer, you can update your phone number and email address by accessing your online account. For name or address changes, please call our Customer Support Centre at 1-866-233-3658. » Log in to update your personal information

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Account Management

Once you have successful ordered a new PIVOT Card and have selected your user name and password, you may check your balance at any time by logging into your online profile.

Yes. You can access your account online using a mobile device.

» Log in to your account

PIVOT Visa customers may load and reload your card by using the Loadhub network at participating Canada Post locations.

You may visit any participating Canada Post location and using cash or your debit card, ask the Canada Post agent to scan your unique QR code found on the back of your card or on your online customer account profile. There is a $3.95 fee per transaction to use this service and once the transaction is completed, funds will be available immediately. The minimum load amount is $25 and the maximum $500 per transaction. If you request multiple load transactions, the Canada Post agent may request to see your personal ID for security and regulatory compliance purposes.

You may view the fee schedule in the Cardholder Agreement or What It Costs for the fees that may apply when you use the PIVOT Visa Card.

You may view the Cardholder Agreement or What It Costs for the load funds and spending limits allowed with the PIVOT Visa Card.

You can manage your account online to review current and available balances and review transaction activity.

If your purchase is greater than your card’s available balance, the transaction will be declined.

Your card may have been declined because the purchase amount was greater than the available balance on your card. Some retailers will allow you to do a split transaction where they allow you to use two separate payment methods. Merchants are unable to obtain the balance on your card so it’s important to always know your available balance before making a purchase.

There are two ways to do this:

  • Use your card at any participating merchant that accepts Visa to purchase goods or services
  • You may also withdraw the funds at an ATM machine. ATM transaction fees and surcharges will still apply.

You can flag your card as lost or stolen by logging into your PIVOT Card account and selecting the Report Lost/Stolen option on the My Profile page. This change will suspend your card and initiate a replacement card request for you.You can also contact our Customer Support Centre at 1-866-233-3658. Customer Service agents are available 9 am to 5 pm EST M-F to assist with lost/stolen account requests. You will need to provide us with your card number and other information.

A replacement card can be provided at a cost of $9.95 and the remaining balance from your lost or stolen card will be transferred to your new card.

Your funds are protected with Zero Liability protection if your card is ever lost or stolen if you notify us immediately after losing your card.

» Review the PIVOT Visa Cardholder Agreement for details

PIVOT Visa Cards have a 3-year expiration date. The expiration date is printed on the front of your card.PIVOT Visa Card customers in good standing will automatically receive a free replacement card before the PIVOT Visa Card expires. Please notify our Customer Support Centre at 1-866-233-3658 if your name or address ever changes to ensure your personal account information is always current.

For your protection, after 90 days of inactivity a PIVOT Visa Card will be suspended. Call PIVOT Customer Service at 1-866-233-3658 and inform them that you would like to reactivate your card. Cardholder fees will still apply to available balances regardless of account status.

Your current balance is your account balance with all posted transaction activity. The available balance is your current balance minus any outstanding authorizations that are pending but not yet posted. The available balance is the amount of funds you have available at the time you check your balance or make a purchase.

No. You can however view your transaction history 24 hours a day, seven days a week by logging into your online account.

To retrieve your username or password, click the Forgot your username or password” link on the Account Login page. You will be asked for your email address to receive your account login information and be able to reset your password. Be sure to enter the same email address used when registering your card. If you do not receive an email within a few minutes of the request, you can also call our Customer Support Centre at 1-866-233-3658.

If you do not recognize a transaction when reviewing your account online, try to match up the transaction amount with your receipts or calling the merchant’s telephone number. In some cases, merchant names may show up differently than the actual name of the store.

If you still believe that the transaction is incorrect, contact the merchant first to resolve the dispute. If you need additional assistance with your dispute, you may file a dispute by calling our Customer Support Centre at 1-866-233-3658.

To dispute a transaction, please contact the merchant first to resolve the dispute. If the merchant is unable to resolve your concerns, call our Customer Support Centre at 1-866-233-3658.

During the call, please be sure to describe the transaction in detail and why you believe it is incorrect. Make sure you have the following information at hand:

  • your full name
  • your card number
  • your address and phone number
  • copies of any relevant correspondence such as a transaction receipt, phone call dates and times or emails to the merchant
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Using your PIVOT Visa Card

Yes, PIVOT Visa Card customers can withdraw cash from any ATM that has the Visa or PLUS logos. A fee applies to each ATM transaction in addition to any fees the ATM owner may charge.

You may withdraw up to $250 a day, $250 a week from an ATM, or up to the available balance on your card. Remember there is a fee for each ATM withdrawal, plus any fees that the ATM operator may charge.

You can load up to $2,500 on your PIVOT Visa Card each day.

You can spend up to $2,500 per transaction or per day using your PIVOT Visa Card.

The maximum limit for your PIVOT Visa is $5,000.

The merchant will handle the return in accordance with Visa guidelines. Store return policies may vary.

The merchant may:

  • credit your card
  • provide a cash refund or
  • issue a store credit

If the merchant reverses or cancels the transaction on your card, it may take up to 10 days for those funds to become available on your card.

An authorization means that a temporary hold is placed on a portion of your available funds for the purchase amount of your transaction until the merchant settles the transaction — usually within 3-5 days. During this time, these funds will not be available to you to make additional purchases or ATM cash withdraws.

Some transactions through merchants such as hotels or restaurants may authorize a larger amount, usually up to 20%, to cover the transaction plus gratuity or incidental costs. Please review the cardholder agreement for more information about authorizations.

No. Paying at the pump involves a pre-authorization for $100 per transaction even if the actual purchase amount was much less. By paying for your gasoline inside, only the actual purchase amount will be withdrawn from your card balance.

Yes, however keep in mind that car rental companies may process a pre-authorization for much more than the actual cost of the rental until which time you return the vehicle and settle for extra charges such as fuel, damage, road tolls, extra days, etc. These pre-authorized funds may not become available on your card for up to 60 days.To avoid any issues, we advise you to first contact the rental car company and ask them what its policy is regarding the use of prepaid cards.

Yes, however keep in mind that hotels may process a pre-authorization for more than the actual cost of the room until you check out and settle for extra charges such as room service, telephone charges, damage, etc. These pre-authorized funds may not become available on your card for up to 10 days.

To avoid any issues, we advise you to first contact the hotel and ask them what their policy is regarding the use of prepaid cards.

The authorization will automatically cancel within 4 to 10 days but if the authorization is needed to be cancelled sooner than this, the hotel can send an authorization release request to support@mypivotcard.ca using company letterhead. The request should include:

  • the hotel’s name, address and phone number,
  • the customer’s last name and last four digits of the card number,
  • the date and amount of authorization, and
  • instructions to release the pending amount.

Yes, however keep in mind that restaurants may process an authorization for approximately 20% more than the actual bill in anticipation of a tip that may be added. These pre-authorized funds may not become available on your card for up to 4 days.

To avoid any issues, we advise that prior to dining, you make sure your balance is sufficient enough to cover the bill plus a pre-authorization amount.

Yes. Verify with the company that is accepting the payment to see if they accept Visa cards and follow its payment instructions.Pre-authorized or recurring payments are charged automatically to your card. Make sure you have sufficient funds on your card to cover these transactions as the company may suspend or cancel your service if the transaction gets declined.

No, card to card transfers are not available with the PIVOT Visa Card at this time.

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