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.

You can use your PIVOT Visa Card anywhere Visa is accepted worldwide. You can also withdraw cash at over 1 million ATMs worldwide or use your card for online purchases if you register your card.

Unlike gift cards, you can reload the PIVOT Visa Card, use it for online shopping and ATM withdrawals upon registration. The PIVOT Visa Card can also be personalized with your name and embedded with secure chip and PIN technology for $9.95

No. Credit checks are not required to become a PIVOT Visa cardholder however we will ask for personal information such as your name, address, and date of birth because Canadian law requires us to obtain and verify customer information when registering a reloadable Visa product. At times when this information does not match what Equifax has on record, we may ask to see your driver’s licence or other pieces of identifying documentation. This is simply to confirm your identity and not to conduct a formal credit check.

» View the list of acceptable identifying documentation

Yes. Everyone qualifies for the PIVOT Visa Card.

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 card.

If you choose not to register your PIVOT Visa Card, then all your purchases will remain anonymous. However, you will only be able to add funds to the PIVOT Visa Card once using a PIVOT LOAD Voucher available at select Petro-Canada™ locations.

» See how PIVOT Visa works

The PIVOT Visa Card and PIVOT LOAD Vouchers can be purchased at select Petro-Canada locations.

» Find a location near you

No personal information is required to purchase the PIVOT Visa Card. You are allowed to load the card once, with a PIVOT LOAD Voucher, without registering.

However, if you want to reload the card, use the card online, or request a personalized embossed card, you must register the card by providing additional information including:

  • a full name
  • valid mailing address
  • date of birth
  • phone number

At times when the information you provide does not match what Equifax has on record, we may ask to see your driver’s licence or other pieces of identifying documentation. 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 registered or personalized PIVOT Visa Card in your name.

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

» Review the Card Holder Agreement

Anyone can purchase the PIVOT Visa Card but you must be at least 16 years of age to register the card.

You may use your PIVOT Visa Card after you activate or register the card online.

However, you will not be able to pay for any purchases until you have added money to your account.

For more information, see how the PIVOT Visa Card works

If you request a personalized card, you can continue to use the temporary card until you receive your personalized card in the mail.

Yes. Anyone can obtain a PIVOT Visa Card but you must have a Canadian physical mailing address (i.e., it cannot be a P.O. box address) in order to register and take advantage of all the card benefits. A non-Canadian citizen will still be required to provide government-issued identification.

Yes, if your PIVOT Visa Card is registered. When checking out of an online store, be sure to use the same address that you used to register your PIVOT Visa Card. If you did not register your card, you will not be able to use your card for online purchases.

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Registration

You will need to provide the following information when you register your card or request a personalized card:

  • full name
  • home address
  • phone number
  • date of birth
  • confirmation that you have at least one piece of government issued identification such as a driver’s licence

» View the list of acceptable identifying documentation

At times when the information you provide does not match what Equifax has on record, we may ask to see your Driver’s License or other pieces of identifying documentation. 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, address, date of birth and other information in order to create an account and reload your card.

If you choose not to register your card, you can still activate your PIVOT Visa Card. However, you will only be able to load funds onto your card once, you will not be able to make ATM withdrawals or online purchases, and you will not be eligible to receive fuel savings. You will still have the option to register your card at a later date, if you choose to.

Log in to your PIVOT account online. On your profile page, you will have the option to order your personalized card.

Your new personalized PIVOT Visa Card will arrive in the mail within approximately 10 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 in remote areas.

 

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 or by calling 1-866-234-8938.

» Activate your card online

Upon activation of your new personalized card, your balance will automatically be transferred to your new card and your old card will be deactivated.

» Activate your card online

You can update your personal information, such as your home address and phone number by:

  • calling our Customer Support Centre at 1-866-233-3658 or
  • accessing your online account

» Log in to update your personal information

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Account Management

Upon registration, check your card balance by:

Certain fees may apply to non-registered cards when checking your balance.

» Review the plans and fees schedules

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

» Log in to your account

If your card is not registered, you may only add funds to your PIVOT Visa Card once with the PIVOT LOAD Vouchers that can be purchased at select Petro-Canada locations.

If your card is registered, you may reload your card by purchasing PIVOT LOAD Vouchers, transferring money online from your bank account, or pre-arranging for direct deposit. Please note that you will not be able to transfer money from your bank account or arrange for direct deposit until March 2013. We apologize for the inconvenience.

» Read more on reloading your PIVOT Visa Card

Transferring funds using a Visa credit card through an online bank payment may take 2 to 3 days before it shows up on your PIVOT Visa Card account.

For an immediate transfer, INTERAC® online is available. All banks except CIBC support Interac online transfers.

Please note that you will not be able to transfer money from your bank account until March 2013. We apologize for the inconvenience.

 

In addition to the initial card fee, transaction fees may apply.  All fees are subject to change.

» See more on transaction and other fees

Certain load and spending limits apply, depending if your PIVOT Visa Card is registered or non-registered. All limits are subject to change.

» Review the schedule of spending limits

You can control spending behaviour by managing the amount of money in your PIVOT Visa account. You can also use the PIVOT Visa account alerts which will inform you, either through an email or a text message to your mobile device, when a large transaction takes place or when your balance gets low.

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 balance before making a purchase.

There are two ways to do this:

  • Use your card at any participating merchant to purchase goods and services.
  • For registered / reloadable cards, you can withdraw the funds at an ATM machine. Any ATM transaction fees and surcharges will still apply.

You must contact us immediately if your card has been lost or stolen. You can call our Customer Support Centre at 1-866-233-3658 — available 7 a.m. – midnight, eastern time, seven days a week.  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 if your card is ever lost or stolen with Zero Liability Protection. 

» Review the PIVOT Visa Cardholder Agreement for details

Your card will expire within approximately 3 years from the date you activate or purchase it. The valid through date is printed on the front of your card. If there has been recent activity on your registered or personalized card prior to the expiry date, you will automatically receive a free replacement card in the mail with a new 5-year expiry date. Any remaining balance on your old card will be transferred to your new card upon activation.

For your protection, after 90 days of inactivity a PIVOT Visa Card will be frozen and its balance removed. Call PIVOT Customer Service at 1-866-233-3658 and inform them that you would like to reactivate your card. Your balance will be reapplied to your card.

If you want to continue to use the card, contact our 24-hour live Customer Support Centre and provide your personal information. A new PIVOT Visa Card will be sent to you for a $9.95 card replacement fee and the balance from your old card will be transferred to your new card upon activation.

If you no longer want to use the card, we will refund your balance for a $10 card cancellation and replacement fee.

The current balance does not include pre-authorizations. The available balance reflects the amount of funds you have available at the time you check your balance.

See more on pre-authorizations

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

Your login is your PIVOT Visa Card number. If you forget your password, click on the “forgot my password” link and enter the same email address used when registering your card. Your new password will be emailed to you immediately.

If you do not recognize a transaction when reviewing your account online, try to match up the transaction amount with your receipts. Sometimes merchant names will show up different than the actual name of the store. 

If you still believe that the transaction is incorrect, you may choose to file a dispute by calling our Customer Support Centre at 1-866-233-3658.

To dispute a transaction, please 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

No. The PIVOT Visa Card and PIVOT LOAD Vouchers are non-refundable. You can log in to your account online to transfer the funds of the load voucher to your PIVOT Visa Card and then remove the funds in the following ways:

  • Use your card at any Visa merchant to purchase goods and services.
  • For registered / reloadable cards, withdraw the funds at an ATM machine. Any ATM transaction fees and surcharges will still apply.
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Using your PIVOT Visa Card

Registered PIVOT Visa Cards can obtain cash from any ATM that has the Visa, Maestro, Cirrus or STAR logo.

  • If you have a monthly or annual plan, a $3 fee applies to each ATM transaction in addition to any fees the ATM owner may charge.
  • If you are not on a plan, a $3 fee applies to each ATM transaction in addition to any fees the ATM owner may charge.

Non-registered cards do not offer ATM cash access.

You can withdraw up to $250 from an ATM each day. Remember, there is a fee for each ATM withdrawal, plus any fees that the ATM operator may charge. Only registered or personalized PIVOT Visa Cards allow ATM cash access.

» Register your card

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

You can spend up to $2,500 per point of sale each day using your PIVOT Visa.

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

You are allowed to load a maximum of $2,000 per month onto your PIVOT Visa Card using a load voucher purchased from a Petro-Canada location.

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.

A 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.

For example, restaurants will pre-authorize 20% over the bill amount. Other merchants such as hotels and car rental companies may have higher pre-authorization amounts or other requirements.

We recommend that you contact the merchant in advance to ensure that you will have sufficient funds to cover the purchase and any pre-authorization amount.

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

Yes, however keep in mind that restaurants process a pre-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. Just check 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.

Yes, card-to-card transfers will be available with your PIVOT Visa Card. Please note this feature will not be available until March 2013. We apologize for the inconvenience.

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Rewards

You will receive 1 litre of 5¢ fuel savings for every $1 loaded on your registered PIVOT Visa Card. For example, if you load $100, you will receive 100 litres of 5¢ fuel savings. Cards that are not registered do not qualify for fuel savings.

Please allow 1 hour for fuel savings to be automatically applied to your account.

» Read more about fuel savings

Fuel savings cards are issued in the same package as the PIVOT Visa Cards.

When you register, provide the card number of your fuel savings card and fuel discounts will be automatically applied to your account whenever you load your PIVOT Visa Card. Cards that are not registered do not qualify for fuel savings.

» Read more about fuel savings

If paying at the pump, swipe your fuel savings card then your preferred payment method.

If paying in-store, provide the Service Attendant with your fuel savings card and your discount will be automatically applied to your purchase. The fuel savings card is valid at all Petro-Canada locations.

» Read more about fuel savings

Your fuel savings limits are reset on the same day of the month that you initially opened your PIVOT Visa account (Date opened can be found on your profile page).

Please call Petro-Canada Customer Service at 1-800-668-0220. Provide your fuel savings card number to the Customer Service Representative.

To check your fuel savings balance:

  • log in to your PIVOT Visa account or
  • call Petro-Canada Customer Service at 1-800-668-0220

Your balance will also be available on your receipt when you use the fuel savings card at any Petro-Canada location.

Please call Petro-Canada Customer Service at 1-800-668-0220. Provide your fuel savings card number to the Customer Service Representative. Your fuel savings balance will be transferred to a new account and a new fuel savings card will be mailed to you in 10 days.

If you are on the monthly or annual plan, you are eligible to have two fuel savings cards attached to your account. Every time you reload your PIVOT Visa Card, your fuel savings will automatically be divided equally among your two registered fuel savings cards.

To request an additional fuel savings card, call our Petro-Canada Customer Service at 1-800-668-0220. Provide your current fuel savings card number to the Customer Service Representative Your additional fuel savings card will be mailed to you within two weeks.

When you receive your fuel savings card, log in to your PIVOT Visa account and go to your profile page to enter the fuel savings card number.

You will receive an email from Petro-Canada informing you that your fuel savings have been loaded.

No, fuel savings will only be applied to the fuel savings card in the PIVOT Visa Card carrier.

No, the only rewards received are 1 litre of 5¢ fuel savings for every $1 loaded on your registered PIVOT Visa Card.

However, you can earn Petro-Points when you use your PIVOT Visa Card at Petro-Canada by using your Petro-Points card at the time of purchase.

» Read more about fuel savings

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