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Frequently Asked Questions

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Top 10 FAQs

collapse Q: What is Collabria?

A. Your financial institution or organization has partnered with Collabria to provide you with a credit card product as a service or benefit to your relationship with them. Collabria provides you with 24/7 Cardholder Service, access to account information online through MyCardInfo and round the clock fraud monitoring and protection services for your credit card. Collabria also receives and processes your card payments and manages collections on delinquent accounts. From time to time, you may receive communications from Collabria regarding your credit card account.

collapse Q: How do I transfer another credit card balance to my Collabria credit card?

A. Your Collabria credit card allows you to consolidate other balances you may have onto one card. You may transfer a balance by calling Cardholder Service at 1.855.341.4643. Please have the billing and account information for the balances that you wish to transfer from available.

collapse Q: What is annual interest rate and how do I find my annual interest rate information?

A. Annual interest rate is a measure of the cost of credit, expressed as a nominal yearly rate. Generally speaking, it is the amount of interest that is billed to your account for the convenience of utilizing your credit line. There is a 25 day grace period during which no interest will be charged on that month's merchandise purchases. Please note that cash advances do not have a grace period. You can view your current annual interest rate online at MyCardInfo or on a monthly statement. Your complete annual interest rate details were provided with your card when your account was approved.

collapse Q: I am traveling internationally; can I use my Collabria credit card?

A. Your card will work in most countries. Due to fraud trends, we may restrict transactions in certain countries. As a fraud protection measure, we do strongly recommend that you call Cardholder Service at 1.855.341.4643 prior to your departure or utilize the travel form available online through MyCardInfo. When traveling internationally, please contact Cardholder Service at our international collect number, 1.647.252.9564.

collapse Q: What is MyCardInfo?

A. MyCardInfo is Collabria’s online account management tool where you can access account information 24/7. You can register for a MyCardInfo account for free as a Collabria cardholder. With MyCardInfo, you can check current balances, review recent activities, verify the last payment made, make payments, view eStatements and more.

collapse Q: What rewards does Collabria offer?

A. Collabria offers generous rewards programs on various card products.  To explore the rewards offerings on a particular card, select the “Rewards” tab on the card information page. 

collapse Q: How do I redeem my rewards?

A. Rewards can be redeemed online through MyCardInfo.  Click “Check My Rewards” in the footer to log in to your MyCardInfo account.

collapse Q: How do I activate my account?

A. When you receive your card, you must activate it by calling the number on the sticker affixed to the front of your card. Once your card is activated and you have received your PIN, you can begin using your card.

collapse Q: I think I have fraud on my account, what should I do?

A. Please call Cardholder Service at 1.855.341.4643 immediately to report any fraud.

collapse Q: How can I pay my credit card bill?

A. You can mail your payment to the payment address found in the footer below, make an electronic payment online through MyCardInfo or visit your local branch.

Basics

collapse Q: What is Collabria?

A. Your financial institution or organization has partnered with Collabria to provide you with a credit card product as a service or benefit to your relationship with them. Collabria provides you with 24/7 Cardholder Service, access to account information online through MyCardInfo and round the clock fraud monitoring and protection services for your credit card. Collabria also receives and processes your card payments and manages collections on delinquent accounts. From time to time, you may receive communications from Collabria regarding your credit card account.

collapse Q: What are the benefits of having a Collabria credit card?

A. Your Collabria credit card gives you the prestige of having a first-class card with first-class customer service. Certain products also feature a generous rewards program and a wide range of insurance benefits. Collabria also provides added benefits available to cardholders at no additional cost, such as Zero Liability fraud protection, fraud text alerts and 24/7 online account access through MyCardInfo.

collapse Q: How do I transfer another credit card balance to my Collabria credit card?

A. Your Collabria credit card allows you to consolidate other balances you may have onto one card. You may transfer a balance by calling Cardholder Service at 1.855.341.4643. Please have the billing and account information for the balances that you wish to transfer from available.

collapse Q: What is annual interest rate and how do I find my annual interest rate information?

A. Annual interest rate is a measure of the cost of credit, expressed as a nominal yearly rate. Generally speaking, it is the amount of interest that is billed to your account for the convenience of utilizing your credit line. There is a 25 day grace period during which no interest will be charged on that month's merchandise purchases. Please note that cash advances do not have a grace period. You can view your current annual interest rate online at MyCardInfo or on a monthly statement. Your complete annual interest rate details were provided with your card when your account was approved.

collapse Q: How is my annual interest rate determined?

A. Depending on product and province, your annual interest rate may be fixed or variable.  If variable, your annual interest rate is determined by your creditworthiness which is based off of the information we obtain in your credit file. Your annual interest rate may vary with the market based on the Prime Rate.

collapse Q: What is my credit limit?

A. When you originally received your credit card, it was affixed to a document containing the rates and fees pertinent to your card, including your credit limit. Additionally, your credit limit is listed on your monthly statements. You may also sign into MyCardInfo to view your credit limit and the balance remaining for purchases and cash advances.

collapse Q: How do you determine my credit limit?

A. In most circumstances, your credit limit is determined by two factors: creditworthiness and the ability to repay your debt. Creditworthiness is based on information we obtain in your credit file, and the ability to repay your debt is based on your household income or assets in relation to your current obligations.

collapse Q: How do I request an increase in credit limit?

A. Collabria proactively offers cardholders a credit limit increase based on credit worthiness.  This increase requires your opt-in. In the event you need a credit limit increase, please call Cardholder Service at 1.855.341.4643 to request the additional amount.

collapse Q: What is a minimum monthly payment?

A. The minimum monthly payment is listed on each statement and is the minimum you must pay each month in order to keep your account in good standing. If you can afford to make more than the minimum payment due each month, you'll save money by paying less interest on the revolving balance.

collapse Q: What is the difference between a joint cardholder and an authorized user?

A. A joint cardholder is someone who is also financially responsible for the account; their credit score is considered when creating the account and the existence of the account is noted on their credit bureau. An authorized user has the ability to charge on the account but is not allowed to make any changes to the account. The account owner is financially responsible for transactions initiated by an authorized user. An authorized users' credit score does not reflect on the account, nor does the account impact the authorized users' score either negatively or positively.

collapse Q: Who do I talk to if I need help understanding my credit card statement?

A. If you have questions regarding your statement, or if you feel there is an error, please contact Cardholder Service at 1.515.343.8995.

collapse Q: I have a dispute on my credit card statement, what do I do?

A. If you do not recognize a charge or feel you were billed an incorrect amount, please follow these three steps. First, double-check your receipts and check with other authorized users of your account to make sure they did not make the transaction. Second, contact the merchant where the purchase originated and request they review and correct the charge. Third, if you are unable to resolve your dispute with the merchant, please contact Cardholder Service at 1.515.343.8995 for assistance.

collapse Q: How does Collabria keep my personal information safe?

A. Collabria makes your privacy a priority and has a detailed Privacy Policy that addresses its collection, use and disclosure of personal information, and related matters, in further detail. Click here for a copy of our full Privacy Policy.

collapse Q: I am traveling internationally; can I use my Collabria credit card?

A. Your card will work in most countries. Due to fraud trends, we may restrict transactions in certain countries. As a fraud protection measure, we do strongly recommend that you call Cardholder Service at 1.855.341.4643 prior to your departure or utilize the travel form available online through MyCardInfo. When traveling internationally, please contact Cardholder Service at our international collect number, 1.647.252.9564.

collapse Q: Can I add an additional user to my Collabria credit card account?

A. Yes. To request a form for adding a joint cardholder or authorized user to your account, please call Cardholder Service at 1.855.341.4643.

collapse Q: Can I change my due date?

A. We are unable to change a cardholder’s due date. As a courtesy to our cardholders, you do have a 5 day courtesy period before your payment is considered late. Please accept our apology for any inconvenience this may cause you.

collapse Q: How do I opt out of receiving direct marketing promotions from Collabria?

A. If you would like to be removed from Collabria’s direct marketing contact lists, please email Collabria at info@collabriacreditcards.ca or mail your request to the following address: Collabria Cardholder Service PO Box 82029 RPO Connaught Calgary, Alberta T2R 0X1

collapse Q: Why do you ask for my email address?

A. When you supply your email address to Collabria, you are authorizing it to be added to your account record as a method to contact you in the future. Collabria will primarily use your email address to send information that you have requested, and to send you information and/or important notices regarding your account. You also have the option to opt-in to promotional emails from Collabria. If you opt-in, we may periodically send promotional emails about new products, special offers or other information you may find interesting. Examples of these promotions may include opportunities to earn extra reward points and special rates on transactions like balance transfers. Consent can be withdrawn at any time by contacting Collabria by phone at 1.855.341.4643, by mail at PO Box 82029 RPO Connaught, Calgary, AB T2R 0X1 or by email at info@collabriacreditcards.ca.

collapse Q: How do I opt out of receiving email from Collabria?

A. Each email sent from Collabria contains an easy, automated way for you to opt-out of receiving email from us, or to change your expressed interests. If you wish to do this, simply follow the instructions at the end of any email. If you have received unwanted, unsolicited email sent via this system or purporting to be sent via this system, please forward a copy of that email with your comments to info@collabriacreditcards.ca for review. You may also send your opt out request via email to info@collabriacreditcards.ca or mail to the following address: Collabria Cardholder Service PO Box 82029 RPO Connaught Calgary, Alberta T2R 0X1

MyCardInfo

collapse Q: What is MyCardInfo?

A. MyCardInfo is Collabria’s online account management tool where you can access account information 24/7. You can register for a MyCardInfo account for free as a Collabria cardholder. With MyCardInfo, you can check current balances, review recent activities, verify the last payment made, make payments, view eStatements and more.

collapse Q: How do I enroll?

A. For personal cards, enrolling is as simple as entering your account information, assigning a username, password and personal security code and completing a few security questions. You will then have access to your online account. To enroll, click the “Home”  link at the top of the page and you’ll be redirected to our enroll/login page. Click “Enroll” to get started.

collapse Q: What if my username or password does not work?

A. If you encounter any questions or concerns that are not answered by the online instructions during your enrollment or login process, call Cardholder Service at 1.855.341.4643 for assistance.

collapse Q: Is MyCardInfo safe?

A. MyCardInfo is designed to keep your account information secure. Your session will time out after 20 minutes of inactivity and your account number is never displayed on the screen. If you have any questions please call Cardholder Service at 1.855.341.4643 for assistance.

collapse Q: How do I view past statements? How do I enroll in eStatements?

A. You can access 13 months of statements by logging into your online account through MyCardInfo and enrolling in eStatements. eStatements can be saved and/or printed to your computer. Enrolling in eStatements will turn off paper statements from mailing. If ever you need to resume paper statements, you will need to dis-enroll from eStatements.

Rewards

collapse Q: What rewards does Collabria offer?

A. Collabria offers generous rewards programs on various card products.  To explore the rewards offerings on a particular card, select the “Rewards” tab on the card information page. 

collapse Q: How do I redeem my rewards?

A. Rewards can be redeemed online through MyCardInfo.  Click “Check My Rewards” in the footer to log in to your MyCardInfo account. 

collapse Q: How do I know my rewards balance?

A. Your rewards balance will be printed on your monthly statement. You may also view your rewards balance online through MyCardInfo.

Activation and Use

collapse Q: How do I activate my account?

A. When you receive your card, you must activate it by calling the number on the sticker affixed to the front of your card. Once your card is activated and you have received your PIN, you can begin using your card.

collapse Q: My card has been lost/stolen, what should I do?

A. Please call Cardholder Service at 1.855.341.4643 immediately to report your lost card. Our cardholder service team will disable the card limiting unauthorized spending. To better assist us in servicing your account, please let us know where and when your card was lost/stolen and the last authorized transaction on the card.

collapse Q: How do I make a cash advance?

A. You are able to make cash advances at an ATM using your PIN.  For information on your PIN, see the “What is my Personal Identification Number (PIN)?” FAQ.

collapse Q: I think I have fraud on my account, what should I do?

A. Please call Cardholder Service at 1.855.341.4643 immediately to report any fraud.

collapse Q: How can I pay my credit card bill?

A. You can mail your payment to the payment address found in the footer below, make an electronic payment online through MyCardInfo or visit your local branch.

collapse Q: What is EMV chip card encryption technology?

A. Chip card encryption technology (EMV), allows transactions to occur through an embedded microchip in your card. This technology which is used around the world is safer than the traditional magnetic stripe on the back of cards, and protects cardholders by reducing fraud.

collapse Q: How do I use an EMV chip card?

A. Chip cards are very easy to use, simply insert the card into a chip-enabled terminal and remove the card when prompted to do so. For more details, visit our Chip and PIN information page.

collapse Q: What is my Personal Identification Number (PIN)?

A. Your Personal Identification Number (PIN) is mailed to you separate from your card. It is unique to you and no one can use your card without the PIN, so make sure to keep your PIN private and protected. If you have received your card and not received your PIN within 2-3 business days, please call Cardholder Service at 1.855.341.4643. If you would like to change your PIN, see the “How do I change my Personal Identification Number (PIN)?” FAQ.

collapse Q: How do I change my Personal Identification Number (PIN)P

A. To change your PIN, call 1.844.788.2725.  Once you have changed your PIN, you will need to activate it. To activate your PIN at a merchant or at an ATM, one of the following actions is required (This is an additional security measure to ensure that your new PIN is authorized):  a) When you first use your card to make a purchase, you will be required to enter your PIN three times to trigger your PIN activation. The first time you enter your PIN, the machine will advise that your PIN is invalid. You must repeat this step two more times. On the third time, the PIN will be authorized and your transaction approved. As part of the approval process you may be asked by the merchant to provide a signature on the sales slip. Your new PIN has now been activated.  b) Or perform a single cash withdrawal at any financial institution ATM to activate the PIN. Please note that fees may apply.

Temporary Financial Relief Program

collapse Q: How do I find out if I qualify for the Temporary Financial Relief Program?

A. We know everyone’s situation is different. We are committed to working with all personal and business cardholders on a case-by-case basis to help understand your needs and to try and alleviate some of the financial hardship you are experiencing as a result of the COVID-19 pandemic. If you are experiencing a financial hardship due to the impacts of the COVID-19 pandemic, please call our Contact Centre at 1-855-341-4643 and we will work with you to discuss how we may be able to help you.

collapse Q: What do I do if I want to apply for your Temporary Financial Relief Program?

A. If you are experiencing a financial hardship due to the impacts of the COVID-19 pandemic, please call our Contact Centre at 1-855-341-4643 and we will work with you to discuss how we may be able to help you.

collapse Q: If I defer my minimum payment will I still be charged interest?

A. Yes. All cardholders participating in Collabria’s Financial Relief Program, except for Centra Gold, will continue to accrue interest charges at the temporary interest reduction rate of 10.9% and those charges will be added to your outstanding balance. We do not charge interest on accrued interest. This interest reduction will be reflected as an interest credit. You’ll receive an interest credit for every month of your deferral period, and you’ll see it on the following month’s statement. Once your payments resume, your Minimum Payment may be higher as a result of the higher outstanding balance. During the relief period you always have the option to make one or more payments toward your outstanding balance.

collapse Q: What interest rate will I be charged if I qualify for the Temporary Financial Relief Program?

A. Cardholders that qualify for a payment deferral will also have their purchases and cash advances interest rate reduced to 10.9% for the duration of their deferral. When the deferral period is completed, your interest rate will revert to your standard interest rate as outlined on your monthly mailed statement or eStatement on MyCardInfo. To access MyCardInfo or to sign up, please visit www.collabriacreditcards.ca and select your credit union.

collapse Q: Do I have to pay any fees or penalties with the Temporary Financial Relief Program?

A. There are no fees or penalties charged for the Temporary Financial Relief Program.

collapse Q: If I defer my minimum credit card payment, how will this affect my credit score?

A. Deferred payments as part of Collabria’s Temporary Financial Relief Program will not be reported to credit bureaus as late or missed payments so will not affect your credit score. However, your credit score is based on may factors, including the balance owing on your credit card. If you have any questions about your credit score or how it is calculated you can visit TransUnion at www.transunion.ca or Equifax Canada at www.equifax.ca

collapse Q: How many times can I defer my monthly payment?

A. If you continue to experience financial hardship due to the COVID-19 pandemic, you can call us to defer your Minimum Monthly Payment for up to 3 months initially and for up to an additional 3 months if required (a total of 6 months.)

collapse Q: What happens if I am not back to work at the end of the 6 months and I can’t continue to defer my payments?

A. Our Temporary Financial Relief Program will continue to evolve as we all live with the impacts of the COVID-19 pandemic. We will assess our program on a regular basis and adjust, as needed.

collapse Q: What should I consider before I request participation in the Temporary Financial Relief Program?

A. Given these extraordinary circumstances, it's important to look at all your options, including the support programs put in place by federal, provincial and municipal governments. The link to the Government of Canada’s site is Government of Canada's COVID-19 Economic Response Plan

collapse Q: What is Collabria doing in response to the Federal Government’s announcement asking Banks and Credit Card issuers to lower their interest rates?

A. All personal and business cardholders who have qualified for our Temporary COVID-19 Financial Relief Program payment deferral also qualify for a temporary interest rate reduction to 10.9% on purchases and cash advances for up to 3 months. This offer may be extended for up to an additional 3 months if the cardholder continues to qualify for our Financial Relief Program (up to a total of 6 months). Cardholder eligibility and qualifying period will be assessed on a case by case basis. For longer-term needs, we recommend you speak with your credit union or financial institution about other lower interest options such as a personal loan or a line of credit.

collapse Q: If I have a monthly pre-authorized payment set up to pay my credit card account, will this payment stop if I qualify for minimum payment deferral?

A. 1. Preauthorized payments set up through your bank account. You will need to contact your credit union or financial institution to pause these payments.

2. Set up AutoPay on your Collabria credit card to pay your full balance. We will automatically cancel this for you when we process your temporary minimum payment deferral.

3. An autopay set up on your Collabria credit card to pay your minimum payment only. No change is required as your new minimum payment will be zero.

collapse Q: Can I use my reward points to pay down/reduce my credit card balance?

A. You can redeem Collabria reward points as a statement credit to lower your outstanding balance. Statement credits are not considered payments so the minimum payment due on your monthly statement must still be made by your payment due date. Please note that it can take up to 45 days for a statement credit to appear on your account.

collapse Q: How do I use my points to pay down my credit card balance?

A. In order to reduce your credit card balance with Collabria reward points, you need to redeem your points for a Statement Credit. You must first register on the rewards website prior to redeeming points. To access the rewards website, login to MyCardInfo and select the 'Browse Rewards' button.

collapse Q: Are business credit cards eligible for the Temporary Financial Relief Program?

A. Yes, all Business Cards are eligible for our Temporary Financial Relief Program.

collapse Q: If I have Power of Attorney for someone who is unable to apply for your Temporary Financial Relief Program, can I request relief on their behalf?

A. Yes, a cardholder representative with Power of Attorney can apply for relief on the cardholder’s behalf.

collapse Q: What else are you doing to support me during this time?

A. In the weeks ahead we will keep you updated about programs we are putting in place to help you through this difficult time.

Trip Cancellation / Out of Country Medical

collapse Q: What does my credit card travel and out of country medical insurance cover?

A. All Collabria’s credit card travel insurances are provided by Desjardins Financial Security Life Assurance Company (DFS). Please consult your travel insurance contract booklet, also available on line on your Credit Union’s web site or, for general information, the DFS website at desjardinstravelinsurance.ca or call 1-800-463-1623 if you have additional questions about your coverage

collapse Q: Why can’t you tell me what my travel and out of country medical insurance covers?

A. We want to ensure you have the most up to date information that our insurance provider - Desjardins Financial Security Life Assurance Company (DFS) – can provide. For updated information, visit desjardinstravelinsurance.ca or call 1-800-463-1623.

collapse Q: How do I submit an insurance claim online?

A. Visit desjardinstravelinsurance.ca and click on “Claim” to find the right Claim form. Please note, there is an English Language toggle button on the top right corner of the page as well. From there, follow the applicable steps to enter your claim details and send your information directly to the insurer.

collapse Q: What is the impact of the COVID-19 pandemic on rewards redemptions that I made on my account for flights, cruises, hotels or events?

A. Given restricted travel and travel bans, we are making temporary changes to our rewards program policy to provide you with more flexibility in changing or cancelling previously booked travel and event ticket bookings using rewards points as follows:

Airline booking: The Rewards Travel Agent team will work on the behalf of the cardholder to secure a credit with the carrier for future travel. The Rewards Travel Agent team will follow-up directly with the cardholder to further explain the process and next steps.
Cruise booking: The Rewards Travel Agent team will work with the cardholder and the cruise line to cancel or rebook the trip. Any refund will be completed in points.
Hotel booking: The Rewards Travel Agent team will work with the hotel to either amend or cancel the hotel reservation, based on the cardholder wishes and the hotel policies. Any full or partial refund will be completed in points and/or a refund to the credit card.
Event ticket booking: The Rewards team is proactively working with their event ticket supplier to notify cardholders about events that have been cancelled and providing full refunds for concerts or events that have been cancelled. If an event is postponed, the cardholder has the option to accept the new date or request a full refund.

Please note that if a refund is approved, it will take 1 to 2 statement cycles for the refund to appear on your credit card statement.

COVID-19 Updates

collapse Q: What is Collabria doing in response to the Federal Government’s announcement asking Banks and Credit Card issuers to lower their interest rates?

A. All personal and business cardholders who have qualified for our Temporary COVID-19 Financial Relief Program payment deferral also qualify for a temporary interest rate reduction to 10.9% on purchases and cash advances for up to 3 months. This offer may be extended for up to an additional 3 months if the cardholder continues to qualify for our Financial Relief Program (up to a total of 6 months). Cardholder eligibility and qualifying period will be assessed on a case by case basis. For longer-term needs, we recommend you speak with your credit union or financial institution about other lower interest options such as a personal loan or a line of credit.

collapse Q: What is Collabria doing to help me?

A. Collabria has put the following Temporary Financial Relief Program in place for cardholders impacted by the COVID-19 pandemic: Minimum Payment Deferrals & Temporary Interest Rate Reduction for cardholders impacted by the COVID-19 pandemic.
Payment deferrals and a temporary reduction of the interest rate on purchases and cash advances to 10.9% can be requested for up to 3 months. The offer may be extended for up to an additional 3 months if the cardholder continues to qualify for our Financial Relief Program (up to a total of 6 months).
For Canadians stuck outside Canada and trying to get home, we can provide emergency credit limit increases to cover airfare, car rentals, food, shelter, medical supplies, medications and other expenses.
Increased Contactless Payments to $250 for all merchant purchases (wherever merchants have enabled acceptance of higher contactless transactions).

collapse Q: Does the opportunity to defer payments and accept a lower 10.9% interest rate expire?

A. The Temporary Financial Relief Program can be terminated at the sole discretion of Collabria. We will continue to assess the need for changes to our Temporary Financial Relief Program as the COVID-19 situation continues to evolve.

collapse Q: I have been approved for the Temporary Financial Relief Program that includes a minimum payment deferral. Should I still make payments if I can afford to?

A. If you can make any payments during your minimum payment deferral period, we recommend that you continue to do so. Every payment you make will help reduce the amount outstanding when your minimum payment deferral expires.

collapse Q: What's the difference between payment deferral and payment forgiveness?

A. Payment deferral means that payments are suspended for a number of months, which gives you more time to make your payments, without defaulting on your obligations. During this time, your account remains in good standing and monthly interest is added to your outstanding balance. When you defer payments, you're still responsible for repaying amounts you owe. Payment forgiveness, on the other hand, means a lender cancels or forgives all, or part, of the debt owing.

collapse Q: If I have a monthly pre-authorized payment set up to pay my credit card account, will this payment stop if I qualify for minimum payment deferral?

A. There are several different answers to this question depending on your unique situation. If you currently have:

1. Preauthorized payments set up through your bank account. You will need to contact your credit union or financial institution to pause these payments.

2. Set up AutoPay on your Collabria credit card to pay your full balance. We will automatically cancel this for you when we process your temporary minimum payment deferral.

3. An autopay set up on your Collabria credit card to pay your minimum payment only. No change is required as your new minimum payment will be zero.

collapse Q: Can I use my reward points to pay down/reduce my credit card balance?

A. You can redeem Collabria reward points as a statement credit to lower your outstanding balance. Statement credits are not considered payments so the minimum payment due on your monthly statement must still be made by your payment due date. Please note that it can take up to 45 days for a statement credit to appear on your account.

collapse Q: How do I use my points to pay down my credit card balance?

A. In order to reduce your credit card balance with Collabria reward points, you need to redeem your points for a Statement Credit. You must first register on the rewards website prior to redeeming points. To access the rewards website, login to MyCardInfo and select the 'Browse Rewards' button.

collapse Q: Are business credit cards eligible for the Temporary Financial Relief Program?

A. Yes, all Business Cards are eligible for our Temporary Financial Relief Program.

collapse Q: If I have Power of Attorney for someone who is unable to apply for your Temporary Financial Relief Program, can I request relief on their behalf?

A. Yes, a cardholder representative with Power of Attorney can apply for relief on the cardholder’s behalf.

collapse Q: What is Collabria doing about the COVID-19 Pandemic?

A. The health and safety of our staff, our cardholders and our partners is our top priority. We are actively monitoring the latest guidelines from local, provincial and federal health authorities, including the Public Health Agency of Canada, to ensure that our practices are in line with the latest recommendations including:

1. Work from home programs

2. Following social / physical distancing practice in our work sites

3. Enhancing cleaning and disinfectant processes and
ensuring we are all washing our hands to reduce the risk of spreading the virus

We have back up plans in place at all our workplaces and have confirmed that our vendors and suppliers do as well. We know it is important to be available to you and we are doing all we can to ensure we are.

collapse Q: My credit card has been declined and I am not able to use cash at some retail locations. How can I get my credit card working again?

A. Please call our contact centre at 1-855-341-4643 and one of our customer service representatives will be able to assist you. We are experiencing higher than usual call volumes due to the COVID-19 pandemic and thank you for your patience as we ensure we support all our cardholders during this difficult time.

collapse Q: Is it safe to touch my credit card after using it at a payment device?

A. We are not medical experts and can’t comment on what is safe or unsafe regarding the COVID-19 pandemic. We strongly encourage all cardholders to stay up to date on the latest public health guidelines regarding important actions like washing your hands and physical distancing. If you have health related questions, a good place to start is this Government of Canada website. All our credit cards have contactless payment, commonly referred to as “tap and go.” We also offer Apple Pay. To learn more about Apple Pay and to sign up open the app, select the plus sign and follow the on-screen instructions. You can also add your Collabria credit card through your iTunes® account. For additional information on adding your card, please review this Apple Pay website, which includes videos and instructions. To better meet your needs during this time we have increased contactless payments to $250 at all merchants (wherever merchant terminals allow higher contactless transactions.)

collapse Q: How can I safely pay for food delivery?

A. As we are not medical experts, we cannot advise you regarding safety. There are options to pay for your delivery orders, depending on the food service provider. Some providers can offer contactless payments or “tap and go”, the ability to pay online at the time of order and have your food delivered to your home or to your vehicle for “curbside pick-up.” Please go to your food service provider’s website or call them directly to understand what options are available to you. All Collabria credit cards have contactless payment, commonly referred to “tap and go”. We also have Apple Pay. To learn more about Apple Pay and to sign up open the app, select the plus sign and follow the on-screen instructions. You can also add your Collabria credit card through your iTunes® account. For additional information on adding your card, please review this Apple Pay website which includes videos and instructions.

collapse Q: I keep hearing there is an increase in fraudulent emails and phone scams relating to COVID-19. How do I know which ones are legitimate?

A. Do not respond to unsolicited emails, text messages, website or pop-up windows that request personal or confidential information such as your credit card number. Collabria will never send you emails asking for confidential information such as your password, PIN or credit card numbers. For additional information please visit the Canadian Anti-Fraud Centre website.