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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 1.515.343.8995 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.