Skip navigation links
Using Your Card
    My Account
About Us
and Privacy Policy

Using Your Card

Important information when using your Citizens Bank/Vancity Reloadable Visa Card

Please read this information to enjoy your Reloadable Visa* Card. This will help you get the most from your Card and eliminate declined transactions. The card is reloadable and can be used at ATMs, and for preauthorized/recurring payments. The card is not for use for gambling. Funds on the card do not expire.

How to activate your card and set up your PIN

Before you can use your Card, you need to activate your Card and receive your initial Personal Identification Number (PIN). Have a pencil and paper available to record your initial PIN assigned. You may change your PIN to your own selection after you have obtained your initial PIN.

Follow the steps below:

Step 1 Call the IVR at 1.866.760.1543

Step 2 You will be prompted to enter your 16 digit Card number.

Step 3 You will be prompted to authenticate yourself by entering your month and day of birth provided on your application. Enter as MMDD (i.e. if you were born on December 4th you would enter "1204").

Step 4 Once you have verified the correct date of birth you will:
  • be advised that your Card has been activated,
  • be advised of the balance on your Card and
  • be assigned a four digit PIN. Record and keep separate from your Card at all times or wait to change your PIN to your own preferred four digit number as outlined in Step 5.

Step 5 After you have been assigned your initial PIN you may immediately request a change to your PIN to a more easily remembered PIN. Select 2 to change your PIN and enter your new PIN using a touch phone pad. Your entry will be read back to you, if you are happy with the PIN number press 1 to confirm.

Step 6 When your PIN is confirmed, hang up when complete. Your Card is now active and ready to use if funds are loaded onto the Card.

You may subsequently change your PIN at any time through the IVR at 1.866.760.1543 or by visiting the website at

Setting up your website account at

Now that you have your Card you will want to sign up for an online account to view your balance, view transactions and maintain your personal profile.

When you first go to the website select the "Sign Up" option on the Website. You will be prompted for personal and security information from your original application and will be required to select your username and password. You will also be requested to select a future security question in the event you forget your username and password.

Once you have entered all the information you will be provided a verification page to confirm your website account setup.

Loading funds onto your card

You can load additional funds onto your Card up until the expiry date. There are limits on amounts you may load onto your Card at any time as outlined in the Disclosure Statement of Limits and Fees. You may load funds onto your Card through the following methods:

  • By using the online, in-branch, or IVR bill payment system of your financial institution and selecting Vancity Prepaid Visa or Citizens Bank Prepaid Visa (Not all financial institutions allow this feature so check with your financial institution to ensure this option is available). Currently, the Reloadable Visa card is setup to work with Vancity, Citizens Bank, Coast Capital, Bank of Montreal, Scotiabank, Royal Bank, and various credit unions. If your bank is not part of those just mentioned, please check with your bank to see if this bill payment option is available to you.

Loading funds onto your Card will take between 2 to 4 business days to be posted to your Card so please allow adequate lead time prior to requiring the use of the funds on your Card.

Know your card balance

It is important to know your balance on your Reloadable Visa card. Merchants do not know your Card balance and you have to advise them how much to authorize if your purchase amount is more than your Card balance. Authorizations for amounts greater than the value on the card will be declined.

There are a few ways you can track your Reloadable Visa card balance.

  1. Visit this website ( where you can view your balance and transaction history. Refer to the section "Setting up your website account at".
  2. Call Cardholder Services at 1.866.760.1543.
For purchases greater than your Card balance (Split Payments)

Merchants do not know your card balance so they can’t automatically deduct the remaining balance off your card. You must tell the merchant before the transaction begins if you want to make a purchase for an amount greater than the remaining balance;

1) Let the merchant know the exact amount to charge to your card, and then
2) Provide another form of payment for the remainder of the bill.

If the merchant can’t accept more than one form of payment, please use another form of payment for the entire bill. If the merchant tries to charge to your card an amount more than the remaining balance, the transaction will be declined.

Using your card at restaurants and other selected merchants

If you want to use your Reloadable Visa card at a restaurant, you need to have a card balance at least 15% higher than the total on your bill as the merchant allows for a possible tip amount of 15% when an authorization is requested. This means that if your bill is for $20, then you actually need a balance of $23 for the transaction to go through. You will only pay for the total bill plus tip you have authorized and signed for.

This same rule applies to using your Reloadable Visa card at hotels, car rental agencies, cruise lines, mail order, and other service related merchants.

We do not recommend using your Reloadable Visa card for authorizations at car rental agencies, hotels or cruise lines as this will reduce your balance for other purchases for up to 30 days.

Merchant authorizations on your card

Authorizations by a merchant are deducted from the available balance on your Reloadable Visa card immediately. This deduction will be held until the actual settlement with the merchant occurs, or for seven days, whichever is less. If you ask a merchant to make an authorization and then cancel the transaction, the amount will be held for up to seven days before the funds are released. If the amount authorized is more than the actual purchase amount, only the actual amount will be deducted from your available balance once final settlement with the merchant occurs. This can take two or three days in most cases.

Merchandise returns on your card

If you return merchandise and receive a credit on your Reloadable Visa card, it can take two to three days for the funds to appear on your Card balance.

Using your card at unattended terminals

Unattended terminals include parking lot pay terminals, pay phones, and pay at the pump terminals. Your Reloadable Visa card may not work at these terminals because of their security requirements.

Using your card online

Citizens Bank requires online merchants to use all necessary authentication methods to verify online and mail order transactions. Failure of online merchants to provide the necessary authentication security will result in online transactions being declined. We cannot guarantee your Reloadable Visa card will work on all websites due to the various security features of global websites. This card cannot be used at online gambling sites.

Accessing cash from your card through Automated Teller Machines (ATMs)

As a Citizens Bank/Vancity Reloadable Visa cardholder, you can use your Card and your PIN to obtain cash from your Card up to your daily cash withdrawal limit at any Automated Teller Machine (ATM) in Canada or around the world where the Visa symbol is displayed for a service fee. Cash Requests are subject to funds available on your Card.

Only you can use your Card in an ATM, because only you will know your PIN. Your PIN will be provided to you through the IVR or as updated by you through the IVR or on the consumer website provided with your Card. You should not tell it to anyone, or carry it with your Card, or lend your Card to others. Without the PIN, the Card alone cannot activate an ATM.

Returning Cardholders



Due to new security enhancements to this site, you may be asked to update your user profile upon login.