VCIB is a wholly owned subsidiary of Vancity, one of Canada’s largest community credit unions. Vancity also offers credit cards that are similar to our discontinued personal use Shared Interest Visa cards that you may apply for.

See your options and apply online at vancity.com/CreditCards

If you’re a Vancity member, you can also apply over the phone by calling Card Services at 604-877-8242 or toll-free at 1-844-266-8242.

Please note, to be eligible for a Vancity credit card, you must be at least 19 years old and live in British Columbia and have a BC address.

During these challenging times we’re here to support our cardholders. As our current landscape continues to evolve, so do we. If you are concerned about managing your credit card payments, please contact Card Services at 1-800-611-8472.

Switch to a Visa with a Lower Interest Rate

Did you know we offer several low rate credit card options? Each card has a 11.25% interest rate. Call Card Services if you would like to make a Product Change.

Pay down your account balance with Vancity Community Investment Bank Rewards™ points

Did you know if you have 5,000 Vancity Community Investment Bank Rewards points ($50 rewards value) or more, you can redeem your points to make a payment to your Shared Interest™ Visa account balance? Check your points balance and redeem your points at rewards.vancitycommunityinvestmentbank.ca

Contactless Payments

Use tap to pay for quick and contactless payments. Simply tap your Shared Interest Visa card over a secure reader. You can tap up to $250 at participating stores. Some merchants may have set lower tap limits.

Shared Interest Visa Alert

Usually pay your Visa bill by cheque? Your payment may be late due to sudden disruptions in the cheque processing service. We recommend switching to a faster payment method. Please contact your financial institution you bank with and set us up as a payee via online banking or pay over the phone.

Do you have travel plans booked through Vancity Community Investment Bank Rewards that have been impacted? Visit rewards.vancitycommunityinvestmentbank.ca for more information.

And lastly, be particularly mindful of suspicious activity

Here are some quick tips to reduce your fraud risk:

• Regularly check your transactions either online or on your monthly statement. If there are any charges that you didn’t make, report them right away by contacting Card Services at 604-877-8242 or toll-free: 1-844-266-8242.
• Fraudsters will try to obtain information about your credit card over the phone or through email. Vancity Community Investment Bank will never call to ask for your personal information like credit card number, PIN # or security number on the back of the card.
• Protect your PIN #: use your hand or body to shield it when conducting transactions, do not share it with anyone or write it down.
• Report a card Lost or Stolen as soon as you notice it is missing.

*Visa Int./Vancity Community Investment Bank, Licensed User.

Account Administrators: There are two options to activate your card 1) Online through the Manage my Visa card website  or over the phone using the number found in your welcome package.

Authorized users: Authorized users can activate their card using the phone number found in your welcome package. Online activation is not available.

Online Activation (Account Administrators only)

Note: Before activating your card, you will need an up-to-date e-mail address on file. If you don’t have one on file with us, or you don’t think the one we have is up-to-date please call Card Services

1. Go to the Manage my Visa card website and register your login if you haven’t already.
2. Choose “Activate card” from the “I want to…” dropdown. Confirm that the card you are activating matches the last 4 digits on the pop-up screen. Click Activate.

Once you have activated your card you will also receive an e-mail to the address on file confirming that your card has been activated.

Telephone Activation (all cardholders)

Call 604-877-8242 or toll-free 1-844-266-8242, available 24/7.

You’ll be asked to enter the 16-digit account number plus the date of birth and phone number associated with the account.

Information about your PIN#

For new Cardholders, the PIN Mailer will be sent to the Account Administrator home address two to three days before the Card Carrier. The PIN Mailer contains instructions on how to set up a PIN # (Personal Identification Number) for the new card.

If the new Visa is for an existing cardholder, you can continue to use your existing PIN # or update it through the Manage my Visa card website.

You will only need to use your PIN# for over the phone activations. Input the PIN # given to you in the mailer, then select a new PIN # by following the audio prompts.

Activating “Tap to Pay” on your Card

To activate your Tap to Pay feature, the first two transactions will need to be done by inserting your card into the chip and PIN terminal. The first transaction you will need to sign for and the second transaction you will need to enter your PIN. Once this has been done your card is all set up to be used by “tapping” your card.

If you are the Account Administrator, you can change your PIN over the phone, or online through Manage my Visa card.

Authorized Users can update their PIN by calling 604-877-8242 or toll-free 1-844-266-8242.

Please give our Card Services team a call at 604-877-8242 or toll-free 1-844-266-8242 and one of our representatives will be happy to help.

With a VCIB Shared Interest Visa Business card, you’ll enjoy customized payment controls and streamlined reporting. Account Administrators can register for and access these tools online by clicking here.
For more information, read the Visa Spend Clarity Getting Started Guide

We’re updating the Manage My Visa Card website. On Tuesday, September 22, you’ll see a fresh new look and easier navigation to manage your account when you visit creditcards.vcib.ca

Your username and password will stay the same, but it’s important your email address is current for the new security verification process.

UPDATE YOUR EMAIL NOW 

What is Changing?

Security verification

We currently use 5 questions to verify your MMVC account. After the website update, this will be replaced with a single use verification code that gets sent to your email address on file to access the website.

Authorized User’s access

After September 22, only Primary cardholders and Account Administrators will be able to access MMVC.

However, authorized users will still be able to call Card Services 24/7 toll-free at 1-844-266-8242 to access their own account information.

Updating personal information

Once MMVC is updated, you will be able to update your contact information online.

Secure messaging

Balance Transfers, Credit Limit increases, add authorized user and transaction disputes are best serviced if you call us as it’s more efficient to review these on the phone together, so we’ve removed these Secure Message options.

When you send us a secure message, check out the ‘secure message guide’ which includes all the information we will need for your request – checking this helps your request get completed faster.

Other changes

• When you visit Vancity Community Investment Bank Rewards during your visit to MMVC, you’ll be able to access VCIB Rewards without entering your CVV – it will automatically take you to the VCIB Rewards site without needing to log in again.
• When you review your transactions, they will no longer be separated by pending and posted transactions. Pending transactions will be noted, but they will appear amongst posted transactions
• You will be able to update your contact information yourself – this includes your address, phone number and email address.
• We heard from cardholders that they didn’t understand why they still had to receive 2 paper statements after opting to go paperless. When you opt in with our new site, you will now only receive 1 more paper statement before you’re paperless.

Learn more about how you can access your Visa information through the Manage My Visa Card website.

Manage my Visa card is the website where all Account Administrators can access their Shared Interest Visa accounts online.

In Manage my Visa card, all Account Administrators can:

• View your credit limit, balances and available credit
• View your pending and posted transactions and search by statement periods
• Update your email address, account nickname, password and security questions
• Add multiple Visa accounts to a single login
• View your statement payment information
• Access account services, including activating your card, changing your PIN #, requesting additional cards and sending secured messages
• Update your statement preferences and view eStatements
• Access the rewards website to redeem points and view your points balance

You can navigate directly to the Manage my Visa card website by entering creditcards.vancitycommunityinvestmentbank.ca into your web browser.

Before you can log into the Manage my Visa card website for the first time, you’ll need to register to create a username and password.

To register you will need to ensure we have your email address on file for your account and you will need your:

1. Card number
2. The personal information that you provided on your account e.g. full name, date of birth, postal code, name on the card and phone number.

If you need help with registering or logging in, call us toll-free at 1-888-708-8308.

Some common errors could include:

• The personal information you entered, does not match the information we have on file for you. For example, if you to have a different phone number
• You have not entered the information in the format that is required
• First name – only include your first name not your middle initial
• Date of Birth – MM/DD/YYYY date format. Note you need to enter 2 digits for the month e.g. for February you would enter 02 not just 2
• Postal code – XXXXXX, postal code must be entered without spaces
• Phone number – Requires a 10 digit number. Format: XXXXXXXXXX

After September 22, only Primary cardholders and Account Administrators will be able to access Manage my Visa card. Authorized users will still be able to call Card Services 24/7 at 1-888-708-8308. to access their own account information.

If you need help with registering or logging in, call us toll-free at 1-888-708-8308.

Yes. Your Visa account information is only available to you when logging in with your username and password.  An enhanced security feature will require a verification code sent to the email address registered on your Visa account.  You will need to enter this code upon your first login, during registration, and when using the “forgot username, password, or account locked” process.

Note: If you’re logged in but inactive for 15 minutes, you’ll be logged out automatically.

If using a shared device, please remember to ensure you log out and close your browser when you are done.

If you need help with logging into Manage my Visa card because you forgot your password and security questions or you’re getting an error message, call us toll-free at 1-888-708-8308.

If you’ve forgotten your username, password, or your account is locked, click “Forgot username, password, or account locked?”

1. Click on “Forgot username, password or account locked?”
2. Enter your 16-digit Visa card number with no spaces e.g. 121234111234513
3. Enter your personal account information
4. Confirm that the e-mail address that displays is correct
5. Click on “send code”. A one-time verification code will be sent to the e-mail address on file
6. Enter the verification code that was sent to your email address (the verification code is valid for 30 minutes)

I didn’t get my verification code, what do I do? 

Check your junk mail and/or spam folder to ensure that the e-mail is not there.

Call Card Services 24/7 toll-free at 1-800-611-8472 to confirm your e-mail address is accurate and up-to-date.to update as needed.

I don’t have access to the e-mail where my verification code was sent to – what do I do?

Call Card Services 24/7 at 604-877-4999 and toll-free at 1-800-611-8472 to confirm your e-mail address is accurate, and to update as needed. and up-to-date.

You cannot change your username after you register your new account.

To change your password, log into Manage my Visa card

1. Select ‘Manage Profile’ from the menu
2. Under Settings click the Pencil icon to update password
3. Enter old password, new password, confirm password, click update

Yes, if you’re the Account Administrator of multiple cards, you can add additional cards to your existing log in. The card you are adding must be that of an Account Administrator. When creating your login, you should first register with the card you use most often to set it as your default card. Note: You cannot change your default card.

Here are the steps to add additional cards to your log in.

1. Log in to Manage my Visa card
2. Choose the “My accounts” drop-down from the top right-hand corner
3. Click Add an account
4. Enter your card number and follow the prompts.
5. Click Continue

Once your card has been added to your account it will appear in the “my account” selector located in the top right-hand corner of the Manage My Visa page.

To view another card that you’ve registered to your login,  select “My accounts” drop-down from the top right-hand corner   Here you can see additional cards linked to your log in.  Select any card to view more details.

How do I remove a Visa account from my login?

1. Log into Manage my Visa card at creditcards.vcib.com
2. From the “I want to’ menu, select ‘remove account’

Account Administrators have access to:

• All account information from the previous evening including the current balance, available credit, credit limit, statement balance, payment history and more
• All pending and posted transaction details for the past 12 months including transactions from Authorized Users on their account. They’ll be able to view and download the transactions.
• Reward points balance from the previous evening and a link to the rewards website where they can redeem points
• Statements (desktop only) which can be viewed online or downloaded as PDFs (eStatements) for up to 18 months

To remove an account from your view:

1. Select the “I want too…” drop down menu, and select “Remove this account”.  Note:  You must be on the account you would like to remove.
2. A message will appear, displaying the last 4 digits of the card number.  Confirm to remove this account.

Credit Limit – the maximum amount that can be charged to the Visa account. You can view your credit limit in the Account summary.

Current balance – the amount your currently owe on the Visa account. You can view your current balance in the Account summary.

Available credit – the amount available for use on the Visa account. You can view your available credit in the Account summary.

Overlimit amount – the amount the balance on the Visa account has exceeded the credit limit. You can view your available overlimit amount in the Account summary.

Payment due date – the date by which we must receive at least the minimum payment every statement period. You can view your payment due date in the Statement summary.

Minimum payment – the minimum amount the Account Administrator/Primary Cardholder must pay by the payment due date every statement period. The minimum payment will only be visible to the Account Administrator/Primary Cardholder. If you have a past due amount, you’ll need to pay your minimum payment and past due amounts to keep your account in good standing. You can view your minimum payment in the Statement summary.

Past due amount – the remaining amount owing from the previous billing cycles minimum payment amount. You can view your past due amount in the Statement summary.

Last statement date – the previous statement’s issuing date. You can view your last statement date in the Statement summary.

Last payment date – the last payment made to the Visa account. You can view your last payment date in the Statement summary.

Pending transactions – Authorized transactions from the past seven days will appear under your Pending transactions. These transactions increase or decrease your available credit immediately. Once processed, they will also appear under ‘Posted transactions’ and your current balance will be updated.

Please note the same transaction may appear in both pending and posted transaction for a short period of time. You’re only charged for this transaction once.

Also, when you pre-authorize your card for a purchase (commonly done at gas stations or hotels), the pre-authorized dollar amount will appear under pending transactions and will adjust your available credit immediately for seven days. Once the transaction gets processed, the actual dollar amount of the transaction will appear under posted transaction and your available credit and current balance will get updated.

Posted transactions – Transactions listed under Posted transactions will appear on your next statement. In most cases, it takes a few days for a transaction to change from pending to posted.

No, you will have to pay your Visa card through the standard bill payment methods available at your financial Institutions.

Once the payment towards your account balance is posted from the financial institution, you will see it in Manage my Visa card under ‘Pending transactions’ and your available credit will increase. When the payment is processed, it will appear under ‘Posted transactions’ and your account balance will decrease.

Account Administrators can see the total points balance on the right side of the screen under ‘Vancity Community Investment Bank Rewards’. To redeem points, select ‘Redeem reward points’.

To redeem points, log into Manage my Visa card and select ‘Redeem reward points’. You’ll be redirected to the Vancity Community Investment Bank Rewards website.

Please note the Vancity Community Investment Bank Rewards website will open in a new tab. Manage my Visa card will remain open while you browse the rewards website.

Account administrators have access to:

• The current balance, available credit, and a visual graphic representing the amount of your credit limit that has been used
• A simplified account summary that includes payment due date, and minimum payment due.
• All pending and posted transaction details for the current period, as well as 13 months of previous statements. Here transaction details can also be downloaded in various formats
• Reward points balance for posted transactions and a link to the rewards website where they can redeem points
• Statements which can be viewed online or downloaded as PDFs (eStatements) for up to 24 months. The statement will display detailed account, balance, and payment details.
• Account Settings under ‘Manage profile’ which include updating statement delivery options, address, email, and password

After September 22, only Account Administrators will be able to log in to the Manage my Visa card website. Authorized users will need to call Card Services at call Card Services 24/7 at 604-877-8242 or toll-free 1-844-266-8242 to access their own account Information.

There could be several reasons why you cannot see your transactions:

You reported your card as lost or stolen
If you have recently reported your card lost or stolen, your Visa account will be transferred to a new account number. Your username and password will also be transferred over to your new account number. If you require transaction details for your old Visa account(s), you can ask for hard copies of old statements and a $2 fee per statement will apply. Talk to a Vancity Community Investment Bank Visa Card Services representative by calling us toll-free at 1-844-266-8242, 24 hours a day, 7 days a week.

You’re starting a new billing cycle
You’ll only see transactions from the current billing cycle on the transaction page on the Manage my Visa card website. If your transactions are from a previous billing cycle, you can view them by selecting the period you wish to view from the drop-down menu and click ‘Go’.

Your transactions are older than 12 months old
Your transactions details are available on the Manage my Visa card website for up to 12 months. If you want to view older transactions, you can view your eStatements instead. They are available for up to 18 months. If you need a copy of an older eStatement that’s no longer available online, call us toll-free at 1-844-266-8242, 24 hours a day, 7 days a week. You can ask for hard copies of old statements and a $2 fee per statement will apply.

To stop receiving paper statements in the mail, you’ll need to opt-out by updating your Statement Preferences.

Please note that only Primary Cardholders and Account Administrators can do this.

Here’s how:

1. Log in to the Manage my Visa card website.
2. Choose ‘Manage Profile’. Verify your email address (third box down on the screen) and update it, if necessary.
3. Click on the pencil in the right-hand corner of the Paper statements’ box
4. Click ‘Turn off’,you will see the update on screen.

Your next statement will still be mailed to you to ensure there’s no disruption to receiving your statements.  After that, you’ll receive an email notification when a new eStatement is available.

Please note that you won’t receive your eStatement in the notification email. You’ll need to log in to your account on the Manage my Visa card website to view it.

You can turn paper statement back on at any time by updating your Statement Preferences.

eStatements are stored in Manage my Visa card website for up to 24 months. If you need a copy of an older eStatement that’s no longer available, please contact Card services toll-free at 1-844-266-8242. You can ask for printed copies of old statements and a $2 fee per statement will apply.

In the Manage my Visa card website, you can self-serve:

• Activate you card (Account Administrator cardholders only)
• Change your PIN #
• Change your address
• Change your e-mail address
• Update your statement preference
• Update your password for Manage my Visa card
• Send a secure message to Vancity Card Services to request the following updates. Learn more.
  • Setup or Cancel Automatic payments
  • Ask a question about your transactions or statement
  • Update your home, mobile, business or other phone number
  • Request a replacement card due to damage

To add an Authorized User to your business account, please contact your Account Manager directly.  All transactions completed by authorized users, will display under Current transactions, and on the statement.

To change your PIN # through Manage my Visa card online:

• Select “change PIN” from the drop down “I want to…” menu
• Enter your new PIN, confirm your PIN and select ‘Submit’ to update your PIN #

To change your PIN number over the phone contact call Card Services who can be reached 24/7 toll-free at 1-844-266-8242.

What are secure messages and how do I send one through Manage my Visa card website?

Before you send us a secure message, check out the Secure Message Guide which includes all the information we will need for your request – checking this helps to ensure you include all the required information with your request.

If you’d like to request to make changes to your account, you can send us a secure message through the Manage my Visa card website for the following request types:

• Automatic payments (set up/cancel)
• Inquiries (Transaction inquiries, Statement inquiries)
• Update your phone number

Request replacement card

• “Balance Transfers”, “Credit Limit increases”, “add authorized user” and “transaction disputes” are best serviced if you call Card Services 24/7 toll-free at 1-844-266-8242

To send a secure message:

• Select ‘Access secure messages’ from the ”I want to” drop down menu
• Choose “Create new message”
• Follow the details in the ‘Secure Message Guide’ to complete the request.
• Click “submit”
• Once submitted you will receive a confirmation message

We’ll respond to your message within 2 business days. To view the status and response for your request, select ‘Account services’ and ‘Send secure message’. You’ll receive an email notification when a response from Vancity is ready to review, be sure to check the request for the detailed response.

To review a secure message:

1. Select ‘Access secure messages’ from the “I want to” drop down menu
2. Any previous Secure messages that you have sent will show under the date that they were sent
3. Your request status is shown beside the confirmation number.
   1. “Secure message sent” means that the request has been sent and it is waiting for Vancity to respond.
   2. “Success” means that we have worked on your request and there is a response available with details about your request.

Note: Once your request has been answered by us you will receive an email indicating that a change has been made and advising you to log in to check the status.

4. Click on the vertical line of dots at the end of the message that you would like to see more information about.

Choose “View message details”. This will show all information, including our response to the request.

If you require more timely assistance, please contact Card Services toll-free at 1-844-266-8242.

For general Manage my Visa card website inquiries: Call Card Services toll-free at 1-844-266-8242 or send a secure message through Manage my Visa card website.

For help logging into Manage my Visa card website: Call us toll-free at 1-888-708-8308.

For help with lost or stolen cards: Call us immediately toll-free at 1-888-990-9691 if you’re in Canada or the US to report it.

When you use your Shared Interest Visa card, you can earn Vancity Community Investment Bank Rewards points while making good things happen in your community. Not only can you redeem points for cash back, travel, charitable donations and a wide range of gift card options, we’ll also donate 10 cents through our Shared Interest Fund to support not-for-profit initiatives aimed at affecting positive social, economic, and environmental change each time you use your card.

If you’ve chosen a Shared Interest Visa card with the Vancity Community Investment Bank Rewards option, you’ll earn points for every purchase you make with your Visa card.

Eligible Shared Interest Visa cards include:

• Shared Interest Visa Business

You can earn reward points by using your eligible Shared Interest Visa card for everyday purchases and your monthly recurring bill payments. Even small purchases such as groceries, a cup of coffee or a transit pass can earn you big rewards over time. You can also earn double the points when you use your Shared Interest Visa card to book travel through the Vancity Community Investment Bank Rewards program.

The Vancity Community Investment Bank Rewards terms and conditions are available at rewards.vancitycommunityinvestmentbank.ca. Please note it’s the responsibility of the Shared Interest Visa cardholder to fully review the terms and conditions. Vancity Community Investment Bank will not be held responsible for any omissions or misinterpretations.

You can redeem your Vancity Community Investment Bank Rewards points for cash back, travel, charitable donations and gift cards.

	Cash Back Redeem your points to make a payment towards your Shared Interest Visa card account balance or pay off a recent purchase.
	Travel Travel farther with more travel reward options. Choose from flights, hotels, car rentals, vacation packages and attractions.
	Charity Support what matters to you. Redeem your points to donate to a select charity and we’ll send you a tax receipt.
	Gift Cards Find the perfect gift card for any occasion. Choose from over sixty gift card options.

To view all our cash back, travel, charity and gift card options, visit rewards.vancitycommunityinvestmentbank.ca.

You can redeem your Vancity Community Investment Bank Rewards points online or over the phone.

Online: Log into the Manage my Visa card website, select ‘Redeem reward points’ and enter your CVV to access the Vancity Community Investment Bank Rewards website.

Phone: Call the Vancity Community Investment Bank Service Centre toll-free at 1-866-688-8242. They’re available:

• Cash back and charity support – 24 hours a day, 7 days a week
• Travel and gift card support – 6 am to 6 pm Pacific Time, 7 days a week
• Cruises and vacation packages support – 5 am to 3 pm Pacific Time, Monday to Friday

Minimum redemption amounts start at 2,000 points ($20 rewards value) for some cash back options and charity, and 2,500 points ($25 rewards value) for gift cards.

You don’t need any additional information to redeem points for a Shared Interest Visa account balance payment or Pay with points.

With our Pay with points option, you can redeem points to reimburse yourself for any purchases made with your Shared Interest Visa card. When you choose to redeem points for this option from the Vancity Community Investment Bank Rewards website, you’ll see a list of transactions posted to your Vancity Community Investment Bank Rewards website account during the past 90 day calendar days.

To redeem points:

1. Check off 1-3 transactions you would like to pay off with a minimum total value of $20 (2,000 points)
2. Select ‘Pay with points’ and confirm your redemption
3. You’ll receive a confirmation message and email once your redemption has been successfully submitted. Your redemption will be processed within 24 hours

Our Vancity Community Investment Bank Rewards travel options include:

• Flights
• Hotels
• Car rentals
• Cruises
• Vacation packages
• Attractions

You won’t need to worry about blackout periods and minimum stay or Saturday overnight requirements. We even cover the booking fees.

Earn points faster – get double the points when you use your Shared Interest Visa card to book travel through the Vancity Community Investment Bank Reward website or by calling us at 1-866-688-8242 from 6 am to 6 pm Pacific Time, 7 days a week.

Yes you can pay with your reward points, Shared Interest Visa card, or a combination of both. The minimum points redemption for travel (except flights and attractions) is 5,000 points ($50 rewards value).

Please note, if you use your Shared Interest Visa card to pay for your airline flight in full on the Vancity Community Bank Rewards website or by calling 1-866-688-8242, the transaction will be processed in the U.S. dollars and you will be charged foreign currency conversion fees. If you pay for your flight with your Shared Interest Visa card and at least 1 point ($0.01 rewards value), you will not be charged the foreign currency conversion fees. Please see your Vancity Community Investment Bank Credit Card Agreement for more details.

No, you’re not charged any booking fees when you book travel through Vancity Community Investment Bank Rewards. However, if you use your Shared Interest Visa card to pay for your airline flight in full on the Vancity Community Investment Bank Rewards website or by calling 1-866-688-8242, the transaction will be processed in the U.S. dollars and you will be charged foreign currency conversion fees. If you pay for your flight with your Shared Interest Visa card and at least 1 point ($0.01 rewards value), you will not be charged the foreign currency conversion fees. Please see your Vancity Community Investment Bank Credit Card Agreement for more details.

No, travel insurance is not mandatory to book travel through Vancity Community Investment Bank Rewards. However, we strongly recommend that you consider purchasing optional travel insurance, such as Emergency Medical Insurance or Trip Cancellation & Trip Interruption Insurance to enjoy your adventure worry-free.

As a Shared Interest Visa cardholder, you can purchase optional annual multi and single trip travel medical insurance by calling toll-free 1-866-590-8472.

As part of your card benefits, Vancity Shared Interest Gold cardholders receive additional travel insurance, including delayed and lost baggage insurance as well as travel accident insurance. To review your coverage, please review the Insurance Terms at vancitycommunityinvestmentbank.ca/visa.

Yes. If you book travel through the Vancity Community Investment Bank Rewards website, you’ll have the option to enter your frequent flyer number when making an airline reservation.

Please note we only pass your frequent flyer number to the airline. We are not responsible for the issuance or redemption of miles, points or benefits of airline reward programs. If you have questions regarding your airline’s rewards program, please contact the airline directly.

If you have any special requests, please call the Vancity Community Investment Bank Rewards Service Centre toll-free at 1-866-688-8242 from 6 am to 6 pm Pacific Time, 7 days a week. Please note, fulfilment of any special requests will be up to the travel service provider and not Vancity.

To make changes to or to cancel your Vancity Community Investment Bank Rewards travel reservations, please call the Vancity Community Investment Bank Rewards Service Centre toll-free at 1-866-688-8242 during these hours:

• Cruises and vacation packages support – 5 am to 3 pm Pacific Time, Monday to Friday
• All other travel support – 6am to 6 pm Pacific Time, 7 days a week

Please note for flight cancellations, a $45 USD cancellation fee per ticket may apply. The fee will be processed in the U.S. dollars and you will be charged foreign currency conversion fees. Other travel changes or cancellations may be subject to a penalty fee depending on the travel service provider’s terms and conditions.

Depending on where you’re traveling to, we can usually accommodate Vancity Community Investment Bank Rewards travel bookings within 48 hours of your departure time. Please note that for air and hotel booked within 72 hours of travel, the booking must have at least one of the tickets issued in the name of the Primary Cardholder.

To book travel, please call the Vancity Community Investment Bank Rewards Service Centre toll-free at 1-866-688-8242:

• Cruises and vacation packages support – 5 am to 3 pm Pacific Time, Monday to Friday
• All other travel support – 6am to 6 pm Pacific Time, 7 days a week

To ­­­­­­ensure you have a greater selection of fare and product options, we highly recommend that you book at least 14 days in advance.

All our travel documents are electronic. When you book travel through the Vancity Community Investment Bank Rewards website or over the phone, we’ll email you your itinerary immediately and your e-ticket(s) within 24 hours of the booking confirmation. We do not issue paper tickets.

Depending on time restrictions, you may need to pick up tickets at the airport or pier. In some cases, your confirmation number will be provided to you over the phone and will be used to check in at the airport or pier.

Your itinerary/booking confirmation is your personal travel schedule. It will not grant you boarding access. Your e-ticket is the only acceptable document for boarding access.

When you book travel through the Vancity Community Investment Bank Rewards website or over the phone, we’ll email you your itinerary immediately and your e-ticket(s) within 24 hours of the booking confirmation. We do not issue paper tickets.

For some attractions or experiences offered through Vancity Community Investment Bank Rewards, a passport is required as official ID for entry. We’ll only ask for passport information for those specific attractions or experiences to ensure all travellers meet the entry requirements. If all of the travellers do not have a passport, you will not be able to book those specific attractions or experiences.

Some of our Vancity Community Investment Bank Rewards attractions have minimum booking requirements. For example, you may need to book at least two adult tickets for some of our attraction options. For more details, please review the attraction’s additional information section before booking your tickets.

There may be a few reasons why the Vancity Community Investment Bank Rewards website won’t allow you to proceed with a transaction, including insufficient funds or a credit limit issue. For assistance, please call Card Services at 1-844-266-8242.

You can use your points to donate to a select charity starting at just 2,000 Vancity Community Investment Bank Rewards points ($20 rewards value). If you do not want your name to be disclosed to the charity, you may choose to make the donation anonymously. However, you’ll need to make the donation in honour of someone in order for us to send you a tax receipt.

Once you make your donation, the Vancity Community Foundation will issue a charitable tax receipt and send it to the mailing address of the primary cardholder within 2-3 weeks.

To see which charities you can donate to, visit the Vancity Community Investment Bank Rewards website.

To see which gift cards you can redeem your points for, visit the Vancity Community Investment Bank Rewards website.

Yes, you can only cancel your Vancity Community Investment Bank Rewards gift card order before it is shipped. To cancel your gift card order, please contact the Vancity Community Investment Bank Rewards Service Centre toll-free at 1-866-688-8242 from 6 am to 6 pm, 7 days a week, and we’ll refund your points back into your Shared Interest Visa- account.

Please note gift card orders typically ship within 10 days of your point redemption. If your gift card has already shipped, we will not be able to cancel your order.

If the gift card is lost, destroyed, stolen or used without your authorization, a replacement gift card will not be provided. Any remaining balance will not be refunded unless noted in the terms and conditions for that specific gift card.

If you do not receive your gift card within six weeks, please call us toll-free at 1-866-688-8242 from 6 am to 6 pm Pacific Time, 7 days a week.

Processing and delivery timelines vary depending on the type of Vancity Community Investment Bank Rewards redemption. Please see the table below for more details.

There could be a few reasons why you’re not able to redeem your points at this time. For example, it could be related to the status of your Shared Interest Visa account. For assistance, please call Card Services toll-free at 1-844-266-8242.

Yes. If you’re the Account Administrator of more than one Shared Interest Visa account and each account is in good standing, you can transfer points between them by calling 1-844-266-8242. These accounts must be under the same Account Administrator/Primary Cardholder. For example, if you have a Shared Interest Classic Visa card and Shared Interest Gold Visa card, you can consolidate points from both rewards accounts into one.

No. Account Administrators can only transfer points between their own Shared Interest Visa accounts. For example, you can’t transfer points from your account to your sister’s account if she is the Account Administrator of a different Shared Interest Visa account.

Cardholders cannot transfer points between Vancity Community Investment Bank Visa and Vancity Visa card accounts.

Points earned through other reward programs, credit card companies, banks or credit unions can’t be transferred to Vancity Community Investment Bank Rewards.

Keep track of your Vancity Community Investment Bank Rewards points balance by:

• Logging into Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca
• Logging into the rewards website at rewards.vancitycommunityinvestmentbank.ca
• Checking your monthly Shared Interest Visa card statement
• Calling the Vancity Community Investment Bank Rewards Service Centre toll-free at 1-866-688-8242

Please note that your monthly statement includes a record of your points balance up to your billing date. Any points earned after the billing date are included in next month’s statement. This billing date is subject to change without notice.

No. If you have a Shared Interest Visa card that earns reward points, you’ll automatically be enrolled into Vancity Community Investment Bank Rewards program and will be able to redeem points over the phone.

To redeem points online, you’ll need to make sure your Visa card account is registered online on Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca.

No. Once your Shared Interest Visa account is closed, your reward points are no longer valid and are cancelled immediately.

If you decide to change from a points earning Visa card to a card that does not earn points, you will have 90 days after the change was made to redeem any points you earned before the change. You cannot earn any points after the change and will lose any points that remain after the 90 day period.

An Authorized Redeemer can redeem reward points on the Account Administrator’s behalf. They do not need to be an Authorized User.

Only Account Administator can add Authorized Redeemers to the Visa account. When an Authorized Redeemer is added to the account, they are being granted permission to redeem Vancity Community Investment Bank Rewards points over the phone through the Vancity Community Investment Bank Rewards Service Centre.

How to add an Authorized Redeemer:

1. Log into Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca
2. Select ‘Redeem reward points’ from the right side of the page and enter your CVV to access the Vancity Community Investment Bank Rewards website
3. From the menu, select ‘My profile’ from the drop down next to your profile photo
4. Select ‘Add Authorized Redeemer’
5. Complete the form to add an Authorized Redeemer
6. The Authorized Redeemer will need to call the Vancity Community Investment Bank Rewards Service Centre at 1-866-688-8242 for verification purposes before they can redeem points on your behalf. Please note the Authorized Redeemer can only redeem points over the phone and not through the rewards website.

You can also call the Vancity Community Investment Bank Rewards Service Centre at 1-866-688-8242 to add Authorized Redeemers.

If your Visa account is not in good standing or if it has been suspended, you may not be able to earn and/or redeem your reward points.

If your Shared Interest Visa account is suspended
We may at any time suspend your account under the terms and conditions of the Vancity Community Investment Bank Credit Card Agreement, including if we suspect illegal, unauthorized or fraudulent use of the Visa Account. If your account is suspended, you will not be able to earn or redeem points during the suspension. If your account is restored, you will once again be able to earn and redeem points.

If your Shared Interest Visa account is not in good standing
If your account is past due for 30 to 60 days, you will stop earning points but will still be able to redeem them. If your account is past due for 61 to 180 days, you will stop earning points and will not be able to redeem them. If your account is not brought back to good standing within 180 days past the due date, your account will be closed, and your points will be cancelled immediately. If you bring your Visa account back into good standing prior to it being closed, you’ll be able to start earning and redeeming points.

If the Account Administrator’s account is in good standing and paid for in full, someone who is authorized to deal with their estate (such as an executor) may redeem their points by calling us at 1-866-688-8242. Point redemptions must be made within 90 days of the date of the death and we may ask for additional information.

• Call the Vancity Community Investment Bank Rewards Service Centre at 1-866-688-8242
  • Cash back and charity support – 24 hours a day, 7 days a week
  • Travel and gift cards support – 6 am to 6 pm Pacific Time, 7 days a week
  • Cruises and vacation packages support – 5 am to 3 pm Pacific Time, Monday to Friday
• Email the Vancity Community Investment Bank Rewards Service Centre at rewards@vcib.com

Account Administrators and Authorized Users of Shared Interest Visa cards do not have the same responsibilities and access to their Visa account information.

The Authorized User has a credit card with their name on it issued under the Business account. The cards we issue to Authorized Users are sometimes called ‘supplementary cards’ or ‘additional cards’. The reward points belong to the Business and can only be redeemed by the Account Administrator. Authorized Users will not be able to redeem points, unless they have been designated as an Authorized Redeemer by the Account Administrator.

On a business account, one Authorized User must be designated by the Authorized Signatory(ies) as the Account Administrator. The Account Administrator will be VCIB’s main contact person for the Visa account and will have access to operate the account and make changes to the account on behalf of the business. The Business and the Guarantors are responsible for the debt incurred on the Business Visa account.

For more details on business cardholder roles, please review your Vancity Community Investment Bank Credit Card Agreement (for Business Use).

Only Account Administrators can access the Vancity Community Investment Bank Rewards website to redeem points. The reward points belong to the Account Administrators and can only be redeemed by them. Authorized Users will not have that option, unless they have been designated as an Authorized Redeemer by the Account Administrator.

Please note only Account Administrators can view and add Authorized Users to their account.

To view your Authorized Users:

1. Log into Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca
2. Select ‘Account services’ from the top of the screen
3. Under Request type, select ‘Add an Authorized User’
4. View your Authorized Users on the top of the screen

To request additional cards by adding a new Authorized User:

1. Log into Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca
2. Select ‘Account services’ from the top of the screen
3. Under Request type, select ‘Add an Authorized User’
4. Fill in the required fields about the Authorized User, such as their name, date of birth, phone number, address and how you’d like their name to appear on their card
5. Select ‘Submit’ to submit your Authorized User request

Once your request has been reviewed and approved, we will send you a notification via Manage my Visa card and your card in the mail.

An Authorized Redeemer can redeem reward points on the Account Administrator’s behalf. An Authorized Redeemer doesn’t have to be an Authorized User.

Only Account Administrators can add Authorized Redeemers to their account. When an Authorized Redeemer is added to an account, they are being granted permission to redeem the Account Administrator’s reward points over the phone through the Vancity Community Investment Bank Rewards Service Centre.

How to add an Authorized Redeemer:

1. Log into Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca
2. Select ‘Redeem reward points’ from the right side of the page and enter your CVV to access the rewards website
3. From the menu, select ‘My profile’ from the drop down next to your profile photo
4. Select ‘Add Authorized Redeemer’
5. Complete the form to add an Authorized Redeemer
6. The Authorized Redeemer will need to call the Vancity Community Investment Bank Rewards Service Centre at 1-866-688-8242 for verification purposes before they can redeem points on your behalf. Please note the Authorized Redeemer can only redeem points over the phone and not through the rewards website.

Need help? Call the Vancity Community Investment Bank Rewards Service Centre at 1-866-688-8242.

To view eStatements, Account Administrators can log in to the Manage my Visa Card  website and select ‘View eStatements’ from the “I want to…” dropdown.  They’ll be available for up to 24 months.  This is a digital copy or your statement, and it can be viewed in PDF, printed or saved to file.

If you’re the Primary Cardholder and were signed up for the Canada Post epost^TM service before our credit card services upgrade, you’ll be able to view your statements on their system for seven years.

Please note that if you cancel your epost account, you’ll no longer have access to your previous statements.

There are three options for receiving your statements:

1. A paper statement mailed to you
2. An email notification when your eStatement is ready to view in Manage my Visa card
3. A mailed-out paper statement and an email notification when your eStatement is ready to view in Manage my Visa card

If you’re the Account Administrator/Primary Cardholder, you can make your choice by updating your Statement Preferences on the Manage my Visa card website.

Shared Interest Visa eStatements are accessible on Manage my Visa card website and account history is saved for 24 months.

To get a copy of a statement that’s no longer available, please call Card Services at 604-877-8242 or toll-free 1-844-266-8242. Please note, a fee may apply.

To change your email address:

1. 1. Log in to the Manage my Visa card website
   2. Select the menu in the top left-hand corner and choose ‘Manage Profile’
   3. Click on the pencil located in the top right-hand corner of the e-mail box
   4. Update your email address
   5. Click ‘Continue’
   6. You will receive an email confirmation of the change to your updated new e-mail address on file

When you opt out of paper statements, your next statement will still be mailed to you. After that, you’ll only receive an email notification when a new eStatement is available. Please note, in most cases, you only receive a statement when you have a balance on your account.

Please give Card Services a call at 604-877-8242 or toll-free 1-844-266-8242 and one of our representatives will be happy to help.

You can find the credit card agreements here. They are:

Credit Card Agreement for Business Use 

The Credit Card Agreement for Business use sets out the terms on which the Vancity Community Investment Bank Shared Interest Visa Business Card may be used.

• Vancity Community Investment Bank Credit Card Agreement (for Business use) 

Insurance Agreement

Your Vancity Community Investment Bank Visa Business card entitles you to insurance benefits, which includes Extended Warranty and Purchase Security Insurance.

• Certificate of Insurance for Vancity Community Investment Bank Visa Busines Cards

Rewards Terms and Conditions

Please review the Vancity Community Investment Bank Rewards program terms and condition that apply to your Shared Interest Visa card.

• Vancity Community Investment Bank Reward program Terms and Conditions

Liability Waiver Insurance

The Vancity Community Investment Bank Shared Interest Visa Business Card Liability Waiver Insurance Program allows Eligible Companies that hold a Vancity Community Investment Bank Shared Interest Visa Business Card Account Agreement to request Vancity Community Investment Bank to waive the Eligible Company’s liability for certain Unauthorized Charges made by its employee Cardholders.

• Vancity Community Investment Bank Shared Interest Visa Business Card Liability Waiver Insurance Certificate
  (RSA) For claims originating on or before September 16, 2021
• Vancity Community Investment Bank Shared Interest Visa Business Card Liability Waiver Insurance Certificate
  (Chubb) For claims originating on or after September 17, 2021