Important Tips

CautionPlease note that PIVOT Load Vouchers are designed only to be loaded to your PIVOT Card. If any third party claiming to be the government or any other company asks that you purchase PIVOT Load Vouchers to give to them for payment or prepayment for any debt or services, you should NOT comply and should contact the proper authorities. PIVOT Load Vouchers cannot be used for any purpose other than to load onto a registered PIVOT Card.

You cannot use your PIVOT Visa Card at the pump. Paying at the pump involves a pre-authorization for $100 per transaction — even if the actual purchase amount is much less. 

Before making a purchase, check your card balance. If you don’t have sufficient funds on your PIVOT Visa Prepaid Card, your card will be declined.

It’s easy to check your balance by logging into your online account (hyperlink to Account Login Page) or calling 1-866-233-3658

In addition to the initial card fee,  other fees may apply to your account. Visit the What It Costs page (hyper link to What it Costs Page) for more information. .

» View the fees

Contact us immediately if your card has been lost or stolen. You can call our Customer Support Centre at 1-866-233-3658. Account specialists are available to assist with your calls from 9 am to 5 pm EST, Monday through Friday.

If your PIVOT Card is lost or stolen, you may also suspend your card by logging into your PIVOT Card account and selecting the Report Lost/Stolen option on the My Profile page. This process will suspend your card and initiate a replacement card request for you.

If you register your PIVOT Visa Card, you 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 can withdraw a maximum of $250 from your prepaid card at an ATM per day.

» View the fees

Pre-authorization means that a temporary hold is placed on a portion of your funds over and above the actual purchase amount until the merchant settles the transaction — usually within 4 days. During this time these funds will not be available to you to make additional purchases or ATM cash withdraws.

Restaurants process a pre-authorization for approximately 20% more than the actual bill in anticipation of a tip that may be added. These preauthorized funds may not become available on your card for up to 4 days. Make sure your balance is enough to cover the bill plus a pre-authorization amount.

Car rental companies will process a pre-authorization for much more than the actual cost of the rental until 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, contact the rental car company before booking and ask them about their policy regarding the use of prepaid cards.

Hotels will 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, contact the hotel before booking and ask them what their policy is regarding the use of prepaid cards.

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.

More questions about your PIVOT Visa Card? » Read our FAQs