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.

The PIVOT Visa Card can be used anywhere electronic Visa is accepted worldwide. Registered PIVOT Visa Card customers can also withdraw cash at over 1 million ATMs worldwide or make online purchases.

Unlike gift cards, once you register and load a PIVOT Visa Card, you can reload funds, earn fuel savings, shop online and withdraw funds at ATMs. You may also request a personalized PIVOT Visa Card for a small fee. Customers who have selected the Annual Fee plan can receive a personalized PIVOT Visa Card free of charge upon request. 

No. Credit checks are not required to register a PIVOT Visa Card. However, Canadian law requires us to obtain and verify customer information such as your name, physical address, and date of birth, when registering a reloadable Visa product. At times we may need to ask for additional information such as your driver’s licence or other forms of identification.  This is simply to confirm your identity and not to conduct a formal credit check.

» View the list of acceptable identifying documentation

Yes. Anyone can purchase and activate a PIVOT Visa Card. Personal information is only used to verify your identity when registering a PIVOT Visa Card. No credit check is required.

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 credit card.

If you choose to only activate your PIVOT Visa Card and not register, all of your purchases will remain anonymous. However, you will only be able to add funds to the PIVOT Visa Card one time using a PIVOT LOAD Voucher available at participating Petro-Canada™ locations. You will not be able to shop online, use ATMs or earn fuel savings. 

» 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 earn fuel savings, reload the card, use the card online, or request a personalized embossed card, you must register the card by providing additional information including:

  • full name
  • physical address
  • date of birth
  • phone number
  • e-mail address

At times we may need to ask for additional information such as your driver’s licence or other forms of identification. 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 Cardholder 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. Please allow at least one hour after purchasing your PIVOT Visa card to activate or register.

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 purchase and activate a PIVOT Visa Card.

In order to register a PIVOT Visa Card, you must be a Canadian citizen and have a physical Canadian mailing address (P.O. box addresses are not allowed).

Yes, if your PIVOT Visa Card is registered you will be able to shop online. 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

When you purchase a PIVOT Visa Card, you can register or activate your card. To register your card, you will be asked to provide your name, physical address, phone number, date of birth and email address. This information is requested only to verify your identity. Once registered, after loading your PIVOT Visa Card with a PIVOT Load Voucher, you will be able to:

  • reload the card with additional vouchers, Interac Online transfers or bank transfers (participating banks only)
  • earn fuel savings rewards with every load
  • use the card for online shopping
  • withdraw funds at ATMs

During registration, you will be asked to select your online account profile user name and password, preferred fee plan and ATM PIN.

You may also choose to simply activate the card without providing your personal information. However, activated cards may only be loaded once with a PIVOT Load Voucher, and cannot be used for shopping online, withdrawing funds at ATMs or earning fuel savings.

 

To register a PIVOT Visa card, you will need to provide the following information:

  • full name
  • physical home address
  • phone number
  • date of birth
  • email address

At times we may need to ask for additional information such as your driver’s licence or other forms of identification. This is simply to confirm your identity and not to conduct a formal credit check.

» View the list of acceptable identifying documentation

Canadian law requires us to obtain and verify customer information such as your name, physical address, and date of birth when registering a reloadable Visa product. At times we may need to ask for additional information such as your driver’s licence or other forms of identification. 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, physical address (P.O. box addresses are not allowed), date of birth and other information in order to register your card.

No, each customer must register their own profile. Each customer may only have one registered PIVOT Card profile.

If you choose not to register your card, you can still activate your PIVOT Visa Card without providing your personal information.  Activated cards may only be loaded once with a PIVOT Load Voucher and may not be reloaded. Activated only cards cannot be used for shopping online or withdrawing funds at ATM’s and will not earn fuel savings.

No, the PIVOT Visa card program is only available to consumers.

From time to time, promotions are offered for the PIVOT Visa Card program. Promotional Codes can be redeemed when registering your PIVOT Visa Card. Simply enter the Promotional Code in the Promotional Code Information section when completing the online registration form.

To order a personalized card, log in to your PIVOT account online. On your profile page, you will have the option to order your personalized card. Please verify that we have your correct physical address on file.

Your new personalized PIVOT Visa Card will arrive in the mail within approximately 10-14 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 to be delivered in remote areas and during seasonal holidays.

 

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 of the card and activate it immediately online.

» 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

If you are a registered PIVOT Visa Card customer, you can update your personal information on the My Profile page of your online account. For name or address changes, please call our Customer Support Centre at 1-866-233-3658.

» 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 one time with a PIVOT LOAD Voucher that can be purchased at participating Petro-Canada locations.

If your card is registered, after loading at least one PIVOT Load Voucher, you may reload your card by purchasing PIVOT LOAD Vouchers, transferring money online using Interac, or transferring funds from your bank account (participating banks only).

» Read more on reloading your PIVOT Visa Card

Once you purchase a LOAD Voucher, please allow one hour before loading it to your card.  Remove the silver security coating from the back of the LOAD Voucher to show the Voucher number and PIN. The Voucher number is the 14-digit number and the Voucher PIN is the 7-digit number. Visit your online account profile, select the Add Funds Menu and enter the Voucher number and Voucher PIN into the fields. Funds should be loaded immediately.

If you receive an error message, verify you have:

  • waited an hour from the time of purchase to attempt to redeem the voucher,
  • entered the correct 14-digit Voucher number,
  • entered the correct 7-digit Voucher PIN number,
  • not already redeemed the voucher,
  • not reached your maximum load limit. 

If you continue to receive an error message, please contact our Customer Support Centre at 1-866-233-3658

Yes, if your bank supports this transfer process you can transfer funds from your bank account to your registered PIVOT Visa Card. After registering and loading your PIVOT Visa card with at least one PIVOT Load Voucher, to initiate a transfer from your bank, enter PIVOT Visa Card as a payee on your bank’s online payment tool. Use the 13-digit card proxy number beginning with 435 found on the back of your PIVOT card as the account number. Once the transfer is initiated, please allow 2 to 4 days for the funds to post to your PIVOT Visa Card. You may transfer up to $2500 every 24 hours through this transfer process. There is no fee to use this service to fund your card and all transferred funds will earn fuel savings.

Yes, after registering your PIVOT Visa card and loading at least one PIVOT Load Voucher to your PIVOT Visa Card, additional funds can be loaded via Interac Online. There are no fees for Interac Online Transfers and all transferred funds will earn fuel savings.  A maximum of 2 transfers are allowed during a 24 hour time period. The minimum and maximum limits depend on the fee plan you select for your account.

Monthly and Annual fee plan customers: The minimum Interac Online Transfer is $20 and the maximum transfer is $200 every 24 hours. Funds will be available the following business day after the transfer is initiated. For customers on the Monthly or Annual fee plans who have loaded three PIVOT Load Vouchers, transferred Interac Online funds will be available immediately.

(Former Pay and Go customers: The minimum transfer is $20 and the maximum transfer is $100 every 24 hours. Funds will be available the following business day after the transfer is initiated.)

There are two fee plans available for PIVOT Visa Card customers. Please visit “What It Costs” to review the fee plans and select the plan that is right for you. Monthly PIVOT Visa Card customers can upgrade to the Annual fee plan at any time.

» See more on transaction and other fees

There are two fee plans available that offer different loading and spending limits.  Review the schedule of spending limits for more information and to select the plan that is right for you.

If you are a registered PIVOT Visa Card customer, you can manage your account online to review current and available balances and review transaction activity. Unregistered PIVOT Visa Card customers can contact our Customer Service Centre at 1-866-233-3658 for assistance with balance or transaction inquiries. 

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 available balance before making a purchase.

There are two ways to do this:

  • Use your card at any participating merchant that accepts Visa to purchase goods or services.
  • Registered cardholders can withdraw the funds at an ATM machine. 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. Customer Service agents are available 7 AM to 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 with Zero Liability protection if your card is ever lost or stolen.

» Review the PIVOT Visa Cardholder Agreement for details

PIVOT Visa Cards have a 3-year expiration date. The expiration date is printed on the front of your card. Registered PIVOT Visa Card customers in good standing will automatically receive a free replacement card when the PIVOT Visa Card expires. Please notify our Customer Support Centre at 1-866-233-3658 if your name or address ever changes to ensure your personal account information is always current.

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 begin using your PIVOT Visa Card, contact our Customer Support Centre at 1-866-233-3658 for assistance. If a new PIVOT Visa Card needs to be issued for you, a replacement fee may apply.  Any remaining balance will be transferred to your new card upon activation.

If you no longer wish to use the card, any remaining balance after the card cancellation and refund fee has been applied will be refunded to you. 

Your current balance is your account balance with all posted transaction activity. The available balance is your current balance minus any outstanding authorizations that are pending but not yet posted. The available balance is the amount of funds you have available at the time you check your balance or make a purchase.

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.

To retrieve your username or password, click the “Forgot your username or password” link on the Account Login page. You will be asked for your email address to receive your account login information and be able to reset your password. Be sure to enter the same email address used when registering your card. If you do not receive an email within a few minutes of the request, you can also call our Customer Support Centre at 1-866-233-3658.

If you do not recognize a transaction when reviewing your account online, try to match up the transaction amount with your receipts or by calling the merchant telephone number. In some cases, merchant names may show up differently 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 contact the merchant first to resolve the dispute. If the merchant is unable to resolve your concerns, 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, phone call dates and times or emails to the merchant

No. The PIVOT Visa Card and PIVOT Load Vouchers are non-refundable. Registered cardholders can log in to your account online to redeem the Load Vouchers to your PIVOT Visa Card and then access the funds by:

  • Using your card at any participating merchant that accepts Visa to purchase goods or services or
  • Withdrawing the funds at an ATM machine. Any ATM transaction fees and surcharges will still apply.

If you do not wish to register the card, you may activate your PIVOT Visa Card and load the PIVOT Load Voucher to use at any participating merchant that accepts Visa to purchase goods or services.

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Using your PIVOT Visa Card

Yes, customers with a registered PIVOT Visa Card can obtain 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.

Non-registered cards do not offer ATM cash access.

Customers with a registered card and the monthly fee plan can withdraw up to $250 a day and $250 a week from an ATM. Remember, there is a fee for each ATM withdrawal, plus any fees that the ATM operator may charge.

Customers with a registered card and the annual fee plan can withdraw up to $250 a day and $500 a week from an ATM. Remember, there is a fee for each ATM withdrawal, plus any fees that the ATM operator may charge.

» 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 transaction or per day using your PIVOT Visa Card.

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 may pre-authorize up to 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 may 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 may 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. 

The authorization will automatically cancel within 4 to 10 days but if the authorization is needed to be cancelled sooner than this, the hotel can send an authorization release request to support@mypivotcard.ca using company letterhead. The request should include:

  • the hotel’s name, address and phone number
  • the customer’s last name and last four digits of the card number
  • the date and amount of authorization
  • instructions to release the pending amount

Yes, however keep in mind that restaurants may 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.

No, card to card transfers are not available with the PIVOT Visa Card at this time.

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Rewards

You will receive 1 litre of 5¢ fuel savings for every $1 loaded on to 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.  Note that you cannot use your PIVOT Visa Card to pay at the pump.

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

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

Your fuel savings limits are reset on the same day of the month that you registered your PIVOT Visa account (This date 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 and the dates and amounts of your load history. 

To check your fuel savings balance:

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.

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 between 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 and update your profile. Future fuel savings points will be equally divided between the fuel savings cards.

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 onto 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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