Frequently Asked Questions

What is a Visa Prepaid Card and how do I use it?
The Visa* Prepaid Card is a card that can be used to purchase merchandise and services anywhere Visa is accepted electronically. It is not redeemable for cash, except as required by law. It cannot be used at ATMs, for gambling or at merchants requiring a manual imprint. The amount of every purchase you make will automatically be deducted from the value on the Visa Prepaid Card.[Back to top]

How can I check the balance on my Visa Prepaid Card?
There are three ways you can keep track of your balance: visit www.giftcardstore.ca/visacard, call the toll-free number (866) 466-8082 to make automated balance inquires 24/7 or track your balance as you spend. Retailers do not have access to the remaining balance on your Visa Prepaid Card.[Back to top]

What if I want to buy something that costs more than the value of the Visa Prepaid Card?
If your purchase is greater than the value of the Visa Prepaid Card, tell the cashier your remaining balance (ensure you have checked it) and that you would like to pay the difference first and then use your Visa Prepaid Card to pay the remaining balance. The value of your Visa Prepaid Card can be combined with cash when you are making a purchase. At the option of each merchant, the value of your Visa Prepaid Card may also be combined with a credit or debit card when you are making a purchase. If you don’t tell the cashier you would like to use two forms of payment and then try to make a purchase for more than the amount on the Visa Prepaid Card, the transaction will be declined because you don’t have enough money on your Visa Prepaid Card.[Back to top]

Can I add more money to the Visa Prepaid Card?
No. This Visa Prepaid Card is not reloadable and it has no ATM or PIN functionality. [Back to top]

Can the Visa Prepaid Card be replaced if lost or stolen?
Yes, if your Visa Prepaid Card is lost or stolen, call Customer Service 24/7 toll-free at (866) 466-8082 to have your Visa Prepaid Card marked lost or stolen as soon as you can. You will need to know your Visa Prepaid Card number, so be sure to record it in a safe place. Registering your Visa Prepaid Card online when you receive it will assist this process. You may also be required to provide additional information. After you report your Visa Prepaid Card lost or stolen, a replacement Visa Prepaid Card with the remaining balance will be mailed to you at no cost.[Back to top]

How can I obtain a replacement card once my Visa Prepaid Card expires?
You can obtain a replacement Visa Prepaid Card, at no cost and without reducing the balance on the card, at any time following the valid through date indicated on the face of your Visa Prepaid Card by calling (866) 466-8082 and requesting a replacement Visa Prepaid Card.[Back to top]

How long can I use the Visa Prepaid Card?
Your Visa Prepaid Card expires at the end of the month and year printed on the front of the Visa Prepaid Card. When your Visa Prepaid Card expires, the Visa Prepaid Card account will be closed. If there is a balance when your Visa Prepaid Card expires, you will need to request a replacement Visa Prepaid Card and the balance will be transferred at no cost. You can request a replacement Visa Prepaid Card by calling (866) 466-8082.[Back to top]

Can I use my Visa Prepaid Card at restaurants or other service industries when I have enough money left on my Prepaid Card to cover the bill for food or service?
All restaurants and other service-oriented merchants will factor in an additional 20% (or more) in pre-approval ONLY to cover any tip you may leave on the purchase – you only pay the amount you sign for which could be more or less than this. If your total bill after adding in the additional 20% (or more) exceeds the amount on the Visa Prepaid Card, it will be declined. Accordingly, you may want to ensure that your Visa Prepaid Card has an available balance that is 20% (or more) greater than your total bill prior to use. Similarly, some hotels may choose to factor in additional amounts upon check-in, and it may take up to thirty days after your stay to have any excess amounts held by the hotel added back to your available balance.[Back to top]

Can I use my Visa Prepaid Card to pay at the pump at gasoline stations?
The ability to use your Visa Prepaid Card to pay at the pump will vary by merchant. We recommend that you prepay for your gas to avoid a hold on your funds or a decline. [Back to top]

What happens if I need to return something I purchased with my Visa Prepaid Card?
Keep your Visa Prepaid Card in case you need to return merchandise for credit. Merchandise return and refund policies vary by merchant. Merchants may, at their option, credit your Visa Prepaid Card, provide a cash refund, or provide a store credit. If a credit is issued to the cardholder, the credit may not be added to the available funds for up to seven business days. Check your balance regularly at www.giftcardstore.ca/visacard or call the toll-free number (866) 466-8082 to determine when your Visa Prepaid Card has been credited for the return.[Back to top]

Can I receive a statement?
You can review your current balance and recent transactions, free of charge, by visiting www.giftcardstore.ca/visacard or by calling (866) 466-8082.[Back to top]

Why should I register my Visa Prepaid Card for online, mail or telephone purchases?
Online, mail and telephone order merchants often require that personal information, including name, address, telephone number and email address of the Visa Prepaid Card owner be verified with the card-issuing bank prior to purchase. If you wish to make online, mail or telephone order purchases, you will need to go to www.giftcardstore.ca/visacard to register your Visa Prepaid Card. Unless you register your Visa Prepaid Card in advance, there will be no way an online, mail or telephone order merchant can confirm your identity. Without such confirmation, the merchant might decline your purchase even if there are sufficient funds on the Visa Prepaid Card. Even with such registration we cannot guarantee that every merchant is enabled to accept Visa Prepaid Cards as systems and merchant approvals vary.[Back to top]

*Visa Int./Citizens Bank of Canada, Licensed User