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Frequently Asked Questions

About the Citizens Bank/Vancity Reloadable Visa card

Is my Reloadable Visa* card a credit card?
Where can I use a Reloadable Visa card?
Who uses a Reloadable Visa card?
How much can I load onto my Reloadable Visa card?
Do I need to sign an agreement to get a Reloadable Visa card?
Will I receive a statement for my Reloadable Visa card?
What happens if I need to return an item I bought with my Reloadable Visa card?
What if my purchase is declined using my Reloadable Visa card?
How can I reload my Reloadable Visa card?
Does my Reloadable Visa card have an expiration date?
What happens if there are still funds on my card when my Reloadable Visa card expires?
What happens if my Citizens Bank/Vancity Reloadable Visa card is lost or stolen?
What fees are associated with my Reloadable Visa card?
Can my Reloadable Visa card ever have a negative balance?
Does my Reloadable Visa card affect my credit rating?
What are Identification Questions?
When will I need to answer Identification Questions?
I have previously logged into my account with this computer. Why am I being prompted to answer my Identification Questions?
I have successfully logged into my account so why am I being asked to verify the answers to my Identification Questions?
Will my Identification Questions and Answers be used for anything other than the sign in process?
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?
How can I make changes or add more answers to the Identification Questions?

Is my Reloadable Visa card a credit card?[back to top]

No, the Reloadable Visa card is not a credit card. You can only spend what you have loaded on the card. Each time you use the card, the purchase amount is deducted from the available balance. There are no credit qualifications to get the card and with a confirmed identity, you can receive your personalized Reloadable Visa card in approximately 14 business days unlike traditional Visa cards that require a credit approval process. Cards are shipped via Canada Post.

If it has been 20 days from the date of your application, please call us at 1.800.611.8472 to get an update on your application status.

Where can I use my Reloadable Visa card? [back to top]

The Reloadable Visa card can be used everywhere Visa is accepted electronically. However, you can't use the card at internet gambling sites.

Who uses a Reloadable Visa card? [back to top]

The Reloadable Visa card is great for:

  • Security concerned - you can limit your exposure to identity theft and fraud - and worry less about shopping online.
  • Budget conscious - you can limit and monitor your spending easily
  • Credit challenged - you can enjoy the convenience of Visa without a credit check

How much can I load onto my Reloadable Visa? [back to top]

The Reloadable Visa card is limited to a maximum balance of $2,500.00 at any one time and you can only load a maximum of $20,000 over the life of the card. See your Disclosure Statement of Fees and Limits for additional limitations that may apply.

What if I accidentally loaded too much money onto my Reloadable Visa card and exceeded the maximum $2500 card balance or $1500 per load transaction? The funds will not be loaded to your card and the full amount will be returned back into your bank account. It can take up to 14 days for the funds to be returned. Please ensure you only load up to the allowable limit to avoid such delays.

Do I need to sign an agreement to get a Reloadable Visa? [back to top]

You will need to acknowledge your agreement to the Terms and Conditions when applying for the Reloadable Visa card. This website also contains the complete set of Terms and Conditions. You accept the Terms and Conditions of the Agreement by signing the back of the card, using the card, or receiving the card by request.

Will I receive a statement for my Reloadable Visa? [back to top]

There are no paper statements available for this card. You have online access to your balance and transaction history on this site at no charge.

What happens if I need to return an item I bought with my Reloadable Visa? [back to top]

Every merchant has its own return policies and will handle returns in the same manner as any other Visa transaction. They may credit your Reloadable Visa Card, provide a cash refund, or provide a store credit.

What if my purchase is declined when I use my Reloadable Visa? [back to top]

The card's available balance is probably less than the purchase amount. If your purchase is greater than the value on the card, you must tell the merchant how much to authorize on your Card and use another form of payment to pay the difference, subject to the policy of the merchant. Please be aware that use of the Reloadable Visa card at some merchants - for example, restaurants - requires the card have an available balance greater than the purchase amount to ensure sufficient funds for tips or incidental expenses. However, in all cases, only the actual amount spent will be deducted from the card.

How can I reload my Reloadable Visa Card? [back to top]

You can load 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 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.

What if I made a bill payment to my card but I don't see the funds loaded? It can take 2 to 4 days for a load to be posted to your card. If it has been at least 4 days, please contact your financial institution where the bill payment took place. It may be that you have exceeded the maximum $2500 card balance, $1500 per load transaction, or provided an invalid card number. For unsuccessful loads, the funds will be returned to the bank account where the bill payment originally came from. This can take up to 14 days.

You can also transfer funds from your Reloadable Visa card to someone else's Citizens Bank/Vancity Reloadable Visa card instantly using the Transfer Funds option when you log onto www.myreloadable.ca for free. You will need to know the recipient's card number in order to setup this function.

Does my Reloadable Visa card have an expiration date? [back to top]

Yes, it expires on the date printed on the front of the card. If your card is in good standing and you have activity on your card, a replacement card will be issued to you one month prior to the card expiry.

What happens if there are still funds available when my Reloadable Visa Card expires?[back to top]

If your card is active and in good standing, you will be issued a replacement card with a new expiry so you can continue to use your funds. If the card is not replaced, you can get a refund of your balance (subject to an account closing fee) by requesting a refund of the balance. Refund cheques will be processed after a 30 day period, and will be mailed to the primary cardholder only at the address provided on the application for the card.

What happens if my Reloadable Visa card is lost or stolen? [back to top]

You must notify us immediately by calling 1.866.760.1543, providing your card number and other information we request. Once you have notified us, your card can be replaced subject to our verification of your request and a $20 replacement fee.

What fees are associated with my Reloadable Visa card? [back to top]

A Disclosure Statement of Fees and Limits are sent to the cardholder with the card and can also be found on this site. Your use of the Reloadable Visa card means that you have agreed to and accept the fees as shown on the Disclosure Statement of Fees and Limits. Please ensure you understand them and review this material.

Can my Reloadable Visa card ever have a negative balance? [back to top]

The Reloadable Visa card is prepaid, meaning it will only authorize when enough funds exist on the card to cover the purchase.However, the card may go into a negative balance due to some merchant transactions so it is the responsibility of the cardholder to ensure there are always sufficient funds on the card for purchases.

Does my Reloadable Visa card affect my credit rating? [back to top]

No, your Reloadable Visa card is not reported to the credit rating agencies as it is not a credit card. If you need to build your credit rating, a Citizens Bank or Vancity Secured Credit card may be a better card for you. You can learn more about our Secured Visa cards by calling us at 1.800.611.8472.

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. This enhanced login process helps prevent online fraud and phishing, a type of online deception designed 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.

When will I need to answer Identification Questions? [back to top]

Upon your initial login to your Reloadable Visa account, you will need to update your user profile by answering a minimum of four questions from a list of available options with unique answers that only you are supposed to know. 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 answer identification questions. In the future, when you log in to your Reloadable Visa 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 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 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]

Every 90 days, you may be prompted to verify the answers to your identification questions 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.

Will my Identification Questions and Answers be used for anything other than the sign in process? [back to top]

Your Identification Questions and Answers will not be used for any purpose other than to authenticate your account access and to verify your identity, nor will we share this information with any third party except for the purpose of confirming and investigating a security violation.

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 and your account has been locked or you require assistance, please contact Cardholder Services at the phone number shown 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, please contact Cardholder Services at the phone number shown on the back of your card.

*Visa Int./Vancity and Citizens Bank of Canada, Licensed Users.




Returning Cardholders

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