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Top 10 FAQs
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.
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.
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 21 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.
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 add a travel plan to your credit card using CardWise. When traveling internationally, please contact Cardholder Service at our international collect number, 1.647.252.9564.
A. CardWise is Collabria's online digital account management tool where you can access your credit card account information 24/7. You can register for CardWise through the CardWise Mobile app or CardWise Online (cardwiseonline.ca). With CardWise, you can check your balance, make payments or set up AutoPay, enroll in eStatements, configure controls & alerts on your account, and more! For more on CardWise visit collabriacreditcards.ca/MyAccount. Business cardholders should visit collabriacreditcards.ca/MyBusAccount for more details on the digital account management platforms available to them.
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.
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.
A. Please call Cardholder Service at 1.855.341.4643 immediately to report any fraud.
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
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.
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.
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.
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 21 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.
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.
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.
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.
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.
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.
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.
A. If you have questions regarding your statement, or if you feel there is an error, please contact Cardholder Service at 1.855.341.4643.
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.
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.
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 add a travel plan to your credit card using CardWise. When traveling internationally, please contact Cardholder Service at our international collect number, 1.647.252.9564.
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.
A. We are unable to change a cardholder’s due date.
A. If you would like to be removed from Collabria’s direct marketing contact lists, please email Collabria at info@collabriafinancial.com or mail your request to the following address: Collabria Cardholder Service Suite 450, 110-9th Ave SW Calgary, Alberta T2P 0T1
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 Suite 450, 110-9th Ave SW Calgary, Alberta T2P 0T1 or by email at info@collabriafinancial.com.
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@collabriafinancial.com for review. You may also send your opt out request via email to info@collabriafinancial.com or mail to the following address: Collabria Cardholder Service Suite 450, 110-9th Ave SW Calgary, Alberta T2P 0T1
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 e-Statements and more.
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.
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.
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.
A. You can access 13 months of statements by logging into your online account through MyCardInfo and enrolling in e-Statements. e-Statements can be saved and/or printed to your computer. Enrolling in e-Statements will turn off paper statements from mailing. If ever you need to resume paper statements, you will need to dis-enroll from e-Statements.
A. Download transaction history compatible with Quicken software!
Because Quicken is important to you, our cards offer the ability to download recent transaction history in a format that’s compatible with Quicken. More details, here.
Rewards
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.
A. Rewards can be redeemed online through MyCardInfo. Click “Check My Rewards” in the footer to log in to your MyCardInfo account.
A. Your rewards balance will be printed on your monthly statement. You may also view your rewards balance online through MyCardInfo.
Activation and Use
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.
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.
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.
A. Please call Cardholder Service at 1.855.341.4643 immediately to report any fraud.
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.
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.
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.
A. Your Personal Identification Number (PIN) 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 would like to change your PIN, see the “How do I change my Personal Identification Number (PIN)?” FAQ.
A. Call into PIN NOW to verify your identity and then reestablish your PIN. Afterward, you can download the new PIN script to the smart chip on your card. You would be able to do this at any Exchange network ATM (this is the preferred method), through one PIN attempt at a point-of-sale terminal, or taking out a cash advance (fees may apply for cash advances).
PIN NOW: 1.844.788.2725
Accessibility
A. Accessibility for people with disabilities: A priority!
Feedback and additional information
You play an important role in helping us improve the accessibility of our products and services. Your comments and questions will help us establish new policies, practices, and services to meet your needs and serve you better. Accessible formats or communications supports are available, upon request.
Please contact us if you have any questions, requests, or comments about accessibility:
By email: compliance@collabriafinancial.com
By mail:
Collabria Financial Services Inc.
Accessibility
# 450, 110 – 9th Ave SW, Calgary, AB T2P 0T1.
You can expect to hear back within 5 business days for a request sent by email and within 20 days for a request sent by mail.
All comments on Collabria's provision of services and facilities to persons with disabilities, including complaints, are forwarded to the responsible team. The team will acknowledge receipt and, if appropriate, respond within ten (10) days. Collabria may require additional time to process and review certain comments before responding or taking action.
e-Statements
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 e-Statements and more.
A. You can access 12 months of statements by logging into your online account through MyCardInfo and enrolling in e-Statements. e-Statements 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 e-Statements.
A. No. Cardholders can choose one or the other.
CardWise
A. Although the payments function will appear in CardWise to Business cardholders on both an Individual and Consolidated billing structure, at present, Control Accounts are not provisioned in CardWise. Businesses that are set up on a Consolidated pay structure must therefore continue to make online payments through the MyCardInfo platform to avoid missed payments or discrepancies.
Business cardholders on an Individual pay structure, can register for and experience all features and benefits, of CardWise, including payments.
Unsure if your Business account is on an Individual pay or Consolidated pay structure? Give us a call at 1.855.341.4643 24/7 to learn more.
A. CardWise online and mobile registration access is being opened up to Credit Unions in phases. If you attempt registration before your Credit Union’s ‘wave’, you will receive a message advising that the app is not available for registration at this time. You will be able to register for the platform when your institution’s designated wave begins. To check when your Credit Union will launch CardWise, visit collabriacreditcards.ca/MyAccount.
A. Yes. As both platforms remain available, you can continue to use both as it fits your digital account management needs.
A. Yes. Registration and features between the online and mobile experiences are like- to-like. You can login into either experience to view the functions and features of CardWise.
A. Consolidated pay is a billing structure for business accounts that centralizes billing and payments under a single Authorized Business Representative Control Account. Under this structure, the business employee cardholders share credit limits and accumulated balances. The Authorized Business Representative receives consolidated statements and makes payments directly to their Control Account.
Individual pay is a billing structure for business accounts that offers individual cardholder billing and payments for each registered business cardholder. Like a Consolidated Pay structure, the business shares a credit limit among all cardholders, but the company account instead accumulates the outstanding balance of each cardholder in real-time. Each cardholder under this structure receives their own billing statement and makes payments directly to their individual cardholder account.
Give us a call at 1.855.341.4643 24/7 to learn more.
A. If a payment is made on an Individual Pay account in CardWise, no action is required.
If a payment is made in error on a sub-account (Consolidated Pay) in CardWise, the cardholder should call Cardholder Service at 1.855.341.4643 for assistance 24/7.
A. Businesses that are set up on a Consolidated Business structure will continue to be serviced through MyCardInfo which provides unique functionality specifically designed for businesses with a registered Control Account. At present, Control Accounts are not provisioned in CardWise and will be evaluated as the platform evolves.
Business cardholders on an Individual pay structure, can register for and experience all features and benefits of CardWise.
Unsure if your Business account is on an Individual pay or Consolidated pay structure? Give us a call at 1.855.341.4643 24/7 to learn more.
A. No. For security and authentication purposes, multiple cards added to a single CardWise login must be part of the same financial institution. If you have a credit card account with another institution who is also on CardWise, you must create a unique application login for each credit card account using a unique email address for each account.
A. CardWise is Collabria's online digital account management tool where you can access your credit card account information 24/7. You can register for CardWise through the CardWise Mobile app or CardWise Online (cardwiseonline.ca). With CardWise, you can check your balance, make payments or set up AutoPay, enroll in eStatements, configure controls & alerts on your account, and more! For more on CardWise visit collabriacreditcards.ca/MyAccount. Business cardholders should visit collabriacreditcards.ca/MyBusAccount for more details on the digital account management platforms available to them.