Visa FAQ

We heard from cardholders like you that simple changes to our credit card services could make your Shared Interest™ Visa* card experience even better. We listened – we’ve upgraded our credit card services on Monday, January 14, 2019. To learn more about these changes, view the FAQs below or select a topic to jump to a section.

General
Activating my Shared Interest™ CardNEW
Accessing Visa card account online
Vancity Community Investment Bank Rewards™
Primary Cardholders and Authorized Users
Statements and eStatementsNEW
Discontinued epost
Citizens Bank™ name change
Oxfam™ Canada and Amnesty™ International Visa Credit Cards

Please note, Primary Cardholders and Authorized Users will not have the same access to their Visa account information after the upgrade. Learn more about the differences between a Primary Cardholder and an Authorized User.

General

What simple changes and improvements were made during the upgrade?

login prompt screenshot

Simpler way to log in with the updated Manage my Visa card website

Prior to the upgrade, you used two different logins to access My Visa Account to manage your Visa card and My Visa Rewards Plus to redeem reward points. After the upgrade, you’ll simply log in at Manage my Visa card to manage your card online.

Improved rewards experience

Redeeming and understanding the value of your reward points is now easier with our enhanced rewards program and website.

View your statements online

You’ll now be able to view and download your future Shared Interest Visa account statements online as PDFs (eStatements) for up to 18 months starting in January 2019 or the first time you receive a new statement after January 2019.

If you want to stop receiving paper statements in the mail, you can opt-out of paper statements. You can do this by updating your statement preferences on the Manage my Visa card website to receive an email notification when a new eStatement is available.

Save time with other self-serve options

Other time-saving improvements include activating new and renewal cards, updating your PIN # and sending secure messages online.

Will I continue to access my credit card account at My Visa Account?

No, you’ll now access your credit card account at our updated Manage my Visa care website. This website will have a new look and features, including:

  • Activate your card online
  • Change your PIN # online
  • Send secure messages for account servicing, questions, etc.
  • View and download eStatements
  • Opt-out of paper statements

You’ll log in with your existing username and password. Once logged in, you’ll be able to access the rewards website to redeem points without logging in again (if applicable). You’ll just need to enter the CVV found on the back of your card.

Learn more about how you’ll manage your Shared Interest Visa card account online after the upgrade.

Did you make any changes to the My Visa Rewards Plus program?

Yes. We changed the name of the rewards program from My Visa Rewards Plus (MVRP) to Vancity Community Investment Bank Rewards™ and improved the rewards program and website.

Overall:

  • Points will be easier to redeem via the new website
  • The value of your points will be easier to understand
  • More reward options starting at 2,000 points ($20 value)
  • More travel and gift card options
  • You’ll no longer be able to redeem points for merchandise

Learn more about the changes to our rewards program and our new rewards options.

Did you make any changes to epost™?

Vancity Community Investment Bank will no longer be participating in the Canada Post epost service which means you’ll no longer receive Visa eStatements by epost. Your new Visa eStatements will be downloadable from My Visa Account starting in January.

You’ll still be able to access your previous statements through epost for up to seven years from the time they were received. Learn more about our changes to epost.

Are there any changes to the Vancity Community Investment Bank Credit Card Agreement, Certificate of Insurance and rewards program terms and conditions?

Yes, we’ve updated our Vancity Community Investment Bank Credit Card Agreement (for Personal Use), Certificate of Insurance and Vancity Community Investment Bank Rewards™ terms and conditions, effective Friday, January 11. You can view all agreements online.

Return to top

Activating my Shared Interest™ Visa* Card – NEW

How do I activate my Shared Interest Visa card?

Once you’ve received your card in the mail, you’ll have the option to activate your card online through Manage my Visa card website or through our automated telephone service. Primary Cardholders will be able to activate online and over the phone.

If you’re an Authorized User but not the Primary Cardholder, you can only activate by phone.

Information for your PIN #

  • The PIN Mailer will be sent to the Primary Cardholder’s 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 in order to activate and/or re-PIN the card.
  • Over the phone – input the PIN given to you in the mailer, then select a new PIN by following the audio prompts.

Through Manage my Visa card website – you don’t need a PIN to activate your card here, but if you decide to change your PIN from the one provided, you can do so here.  Only Primary Cardholders will be able to change the PIN on the Manage my Visa Card website.

Do I still need a reference number to activate my Shared Interest Visa card?

No, you will not need a reference number to activate your card after the upgrade.

How do I update my enviro Visa card PIN #?

If you are the Primary Cardholder, 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.

What information do I need to provide to activate my new card?

If you are a Primary Cardholder and would like to activate your card online:

  1. Go to Manage my Visa card website and register your login if you haven’t already
  2. When you log in, you’ll be automatically prompted to activate your card
  3. Add your date of birth, card expiry and the 3-digit CVV on the back of your card
  4. Click Continue to activate your card.

If you are a Primary Cardholder or Authorized User and would like to activate your card over the phone:

  1. Call Vancity Community Investment Bank Visa Card Information at 604-877-8242 or toll-free 1-844-266-8242 (24 hours a day, seven days a week)
  2. You’ll be asked to enter the 16 digit account number, plus the date of birth and phone number associated with the account
  3. Register your login at Manage my Visa card if you haven’t already.

Who should I contact if I have questions?

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.

Return to top

Accessing Visa card account online

What is the Manage my Visa card website?

Manage my Visa card is the website where all cardholder can access their Shared Interest Visa accounts online. Please note prior to January 2019, this website was known as My Visa Account.

In Manage my Visa card, all cardholders 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

Primary Cardholders can also:

  • 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

Where can I find Manage my Visa card?

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.

Note: The Manage my Visa card website was called ‘My Visa Account’ until January 2019. If you’re a returning user and already have a username and password on the old website, you can log into the new Manage my Visa card website with the same username and password.

Registering for Manage my Visa card

How do I register for Manage my Visa card?

To access your credit card account online, you will need to register to create a username and password.

  1. Go to Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca and have your credit card handy. Select ‘Register now’
  2. Verify your credit card details by entering your account information and select ‘Next’. Please use the same information you provided on your Visa application.
  • If you have multiple Shared Interest Visa card accounts, register the account where you’re the Primary Cardholder first. If you’re the Primary Cardholder of multiple cards, register the one you use the most often first to set it as your default card. You’ll be able to add more cards to your account online after it has been created (Primary Cardholders only).
  1. Set up your account login by entering your username, password, email address and security questions and select ‘Next’
  2. If you’re a Primary Cardholder, you’ll be asked to update your statement preferences. Select your statement preferences and ‘Next’.
    • If you want to opt-out of paper statements, check off both boxes and we’ll send you an email notification to the email address on your account whenever a new eStatement is ready for you to view. Select ‘Submit’ and ‘Continue’ to confirm your selection.
    • Your next two statements will arrive in the mail. After that, you will only receive email notifications and eStatements. You can update you statement preferences at any time.
  3. You’ll receive an email confirming that you’ve successfully registered. After receiving the confirmation email, you can log in with the username, password and the security answers.

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

Why did I get an error message when I tried to register for Manage my Visa card?

You could be getting an error message while registering for the Manage my Visa card website because:

  • Your account information does not match the information provided on your Shared Interest Visa application. For example, if you did not provide a Social Insurance Number (SIN) on your application, do not include your SIN when registering for the Manage my Visa card website
  • Your credit card account has already been registered. If you forgot your password, select ‘Forgot password or account locked’ on the login page to reset your password

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

Is my Visa account information secure?

Yes. Your Visa account information is only available to you through your username and password and you will be asked to answer a series of security questions before you can log into your account. If you’re logged in but inactive for 20 minutes, you’ll be automatically logged out.

Please remember to ensure you log out and close your browser when you are done.

Logging into Manage my Visa card

How do I log into the Manage my Visa card website after the credit card services upgrade?

If you’ve logged into the My Visa Account website prior to January 10, 2019:

  1. On the Manage my Visa card website, use the same username and password and select ‘Log in’
  2. If you’re a Primary Cardholder, the first time you log into Manage my Visa card, you’ll be asked to update your statement preferences.
  • If you want to opt-out of paper statements, check off both boxes and we’ll send you an email notification to the email address on your account whenever a new eStatement is ready for you to view. Select ‘Submit’ and ‘Continue’ to confirm your selection. It will take two cycles to start receiving eStatements and that at any point on time cardholder can change their statement preferences.
  • Your statement preferences have been updated. If you’d like to view or change the email address on your account, select ‘Profile’ from the top navigation and ‘Update email address’

If you haven’t logged into My Visa Account prior to January 10, 2019 or don’t have a login:

  1. On the Manage my Visa card website, select ‘Register now’
  2. Verify your credit card details by entering your account information and select ‘Next’. This should be the same information you provided in your Visa application.
    • If you have multiple Shared Interest Visa card accounts, register the account where you’re the Primary Cardholder first. If you’re the Primary Cardholder of multiple cards, register the one you use the most often first to set it as your default card. You’ll be able to add more cards to your account online after it has been created.
  3. Set up your account login by entering your username, password, email address and security questions and select ‘Next’
  4. If you’re a Primary Cardholder, you’ll be asked to update your statement preferences. Select your statement preferences and ‘Next’
    • If you want to opt-out of paper statements, check off both boxes and we’ll send you an email notification to the email address on your account whenever a new eStatement is ready for you to view. Select ‘Submit’ and ‘Continue’ to confirm your selection. It will take two cycles to start receiving only email notifications and eStatements and that at any point on time cardholder can change their statement preferences.
  5. You’ll receive an email confirming that you’ve successfully registered. After receiving confirmation email, you can log in with the username, password and the security answers.

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

I’m having trouble logging in. Where can I get help?

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.

My account is locked. Why did this happen and how do it fix it?

If you enter your password or security answers incorrectly three times, regardless of when the attempts were made, the account will be locked. To unlock your account, select ‘Forgot password or account locked?’ on the login page or call us toll-free at 1-888-708-8308.

Primary Cardholders: When your account gets locked out, your statement preferences will default back to receiving paper statements. If you opted-out of paper statements before getting locked out, you will need to opt-out of paper statement again by modifying your statement preferences.  It will take two cycles to start receiving only email notifications and eStatements again.

Updating your profile

How do I update my username?

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

How do I update my password, email address, account nickname and security questions?

To change your password, email address, account nickname and security questions:

  1. Log into Manage my Visa card
  2. Select ‘Profile’ from the menu
  3. Select the ‘Update’ link next to the field you’d like to update
  4. Select Submit

Adding multiple Visa accounts to your login

I have more than one Shared Interest Visa card. Can I add multiple Visa cards to the same login?

Yes, you can add multiple Shared Interest Visa cards to the same login if you are a Primary Cardholder.

If you’re the Primary Cardholder of multiple cards, you must register the card where you’re a Primary Cardholder first. If you are the Primary Cardholder of multiple cards, you should activate the card you use most often to set it as your default card. You cannot change your default card.

If you are an Authorized User for multiple cards, you will not be able to add multiple Shared Interest Visa to the same login. Only Primary Cardholders can add multiple cards to the same login. You’ll need to create a separate login for each card.

How do I add additional Shared Interest Visa accounts to the same login?

Please note only Primary Cardholders can add multiple accounts to the same login.

  1. Log into Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca
  2. On the top left side of the screen, select ‘Register another credit card’
  3. Enter the required information on the screen (includes your credit card number, account nickname and other important personal information) and select ‘Next’ to add the account

How do I view all the Visa accounts that I’ve added to my login?

To view another card that you’ve registered to your login, on the top left side of the screen, select a card from the drop-down menu under ‘Active account’.

How do I remove a Visa account from my login?

  1. Log into Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca
  2. On the top left side of the screen, select ‘View all accounts’
  3. Select ‘Delete’ next to the account you wish to remove

Viewing account information

What account information do I have access to?

The account information you have access to will depend on if you’re a Primary Cardholder or Authorized User.

Everyone has access to:

  • The current balance, available credit and credit limit

Authorized Users have access to:

  • Only their pending and posted transaction details starting from January 2019 (not the transactions from other cardholders on the same account). They’ll be able to view and download transaction for up to 12 months starting in January 2019 or the first time they make a transaction

Primary Cardholders 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

What do the terms under my Account summary, Payment summary and Transactions mean?

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 Primary Cardholder must pay by the payment due date every statement period. The minimum payment will only be visible to the 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. The past due amount will only be visible to the Primary Cardholder. You can view your past due amount in the Statement summary.

Last statement date – the previous statement’s issuing date. The last statement date will only be visible to the Primary Cardholder. You can view your last statement date in the Statement summary.

Last payment date – the last payment made to the Visa account. The last payment date will only be visible to the Primary Cardholder. 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.

What are pending and posted transactions?

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.

Can I make payments to my Visa account through Manage my Visa card?

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.

Accessing Vancity Community Investment Bank Rewards

Where can I view my Vancity Community Investment Bank Rewards points balance?

You can see your total points balance on the right side of the screen under ‘Vancity Community Investment Bank Rewards’. To redeem points, select ‘Redeem reward points’. You’ll be asked to enter your CVV before you’re redirected to the Vancity Community Investment Bank Rewards website.

Please note only Primary Cardholder can view their points balance.

How do I access the Vancity Community Investment Bank Rewards website to redeem points?

To redeem points, log into Manage my Visa card and select ‘Redeem reward points’. You’ll be asked to enter your CVV before you’re 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.

Only Primary Cardholders can access the rewards website to redeem points.

Viewing transactions and eStatements

Which transactions can I see on the Manage my Visa card website?

Primary Cardholders can see all pending and posted transaction details for the past 12 months including transactions from Authorized Users on their account. They can download these as a PDF, spreadsheet, Quicken file and QuickBooks file.

Authorized Users can see only their pending and posted transaction details

Why don’t I see all my transactions?

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.

Why do I see the same transaction in posted and pending?

Because of the timing of when transactions are updated on Manage my Visa card website, the same transaction may appear in both pending and posted transactions for a short period of time. You’re only charged for this transaction once.

Also, when you pre-authorize your card for a payment (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.

For example, if you pre-authorize a fuel purchase for $100 and only pump $40 worth of fuel:

Day Action Impact
1 The pre-authorized transaction will immediately appear under Pending transactions for the pre-authorized amount. Available credit: Decreases by $100

Current balance: No change

2-3 When the transaction gets posted two to three days later, the transaction will appear under Posted transactions for the actual amount charged. Available credit: Decreases by an additional $40 ($140 total)

Current balance: Increases by $40

7 Seven days after the pre-authorized transaction, the pre-authorized transaction will be removed from Pending transactions. Available credit: Increases by $100 ($40 total)

Current balance: No change


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.

How do I update my statement preferences?

You can update your statement preferences in Manage my Visa card by selecting the ‘Statement preference’ link on the right side of the screen and completing the form. Only Primary Cardholders can update their statement preferences.

Want to go paperless with online statements? Learn how to opt-out of your paper Visa statements.

How long are my eStatements stored in Manage my Visa card website for?

eStatements are stored in Manage my Visa card website for up to 18 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.

Please note only Primary Cardholders can access their eStatements.

Account services

What requests can I make through Manage my Visa card website?

In the Manage my Visa card website, you can:

  • Request additional cards by adding new Authorized Users to the Visa account
  • Change your PIN #
  • Activate you card
  • Send a secure message to Vancity Community Investment Bank Card Services

You’ll find these options by selecting ‘Account services’ from the top of the screen. Please note only Primary Cardholders can make requests through Manage my Visa card website.

How do I view and add Authorized Users to my account through Manage my Visa card website?

To view your Authorized Users:

  1. Select ‘Account services’ from the top of the screen
  2. Under Request type, select ‘Add an Authorized User’
  3. View your Authorized Users on the top of the screen

To request additional cards by adding a new Authorized User:

  1. Select ‘Account services’ from the top of the screen
  2. Under Request type, select ‘Add an Authorized User’
  3. 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
  4. 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.

Please note only Primary Cardholders can view and add Authorized Users to their account.

How do I change my PIN # through Manage my Visa card website?

To change your PIN # online:

  1. Select ‘Account services’ from the top of the screen
  2. Under Request type, select ‘Change your PIN #’
  3. Complete the security confirmation and select ‘Submit’
  4. Enter your new PIN # and select ‘Submit’ to update your PIN #

Please note only Primary Cardholders can change their PIN # in the Manage my Visa card website.

How do I activate my new or renewal card through Manage my Visa card website?

If you log into Manage my Visa card website and don’t have any credit card(s) activated on your account, you’ll be automatically prompted to active your card. Simply enter your date of birth, card expiry and CVV and select ‘Continue’ to activate your card.

To activate another card:

  1. Select ‘Account services’ from the top of the screen
  2. Under Request type, select ‘Activate your credit card’
  3. Complete the form with your date of birth, card expiry and CVV and select ‘Continue’ to activate your card.

Tips:

  • Sign the back of your credit card right away. It isn’t valid without your signature
  • You don’t need your PIN # to activate the card
  • To activate the tap to pay on your card, you’ll need to insert your card into the merchant’s terminal and sign for your first transaction. Then, you can tap away.

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

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

  • Address change
  • Automatic payments (set up/cancel)
  • Balance transfer
  • Credit limit increase
  • Phone number change
  • Replacement card
  • Statement questions
  • Transaction dispute
  • General requests

To send a secure message:

  1. Select ‘Account services’ from the top of the screen
  2. Under Request type, select ‘Send a secure message’
  3. Depending on your request, you’ll need to supply specific details. To see what details you’ll need to provide, select the ‘quick guide’ link
  4. Select a subject from the drop down and enter your details in the Message box.
  5. Select ‘Continue’ and submit your 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 Community Investment Bank is ready to review.

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

Where can I get more help with Manage my Visa card?

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.

My Visa Account

Can I still access my credit card account on the My Visa Account website?

No. Prior to the credit card services upgrade in January, you used two different logins to access My Visa Account to manage your Visa card and My Visa Rewards Plus to redeem reward points. You’ll now access your credit card account at our updated Manage my Visa card website at creditcards.vancitycommunityinvestmentbank.ca.

If your Visa card earns reward points, once you log into the updated Manage my Visa card website, you’ll be able to redeem points on the Vancity Community Investment Bank Rewards website without logging in again (Primary Cardholders only).

How do I access my Visa card account online after the credit card services upgrade?

Prior to the upgrade in January, you logged into My Visa Account to access your card online. You’ll now log into the updated Manage my Visa card website instead.

If you’ve logged into My Visa Account prior to January 10, 2019:

  1. Go to Manage my Visa card website at creditcards.vancitycommunityinvestmentbank.ca
  2. Use the same username and password and select ‘Log in’
  3. If you’re a Primary Cardholder, the first time you log into Manage my Visa card website, you’ll be asked to update your statement preferences.
  • If you want to opt-out of paper statements, check off both boxes and we’ll send you an email notification to the email address on your account whenever a new eStatement is ready for you to view. Select ‘Submit’ and ‘Continue’ to confirm your selection. It will take two cycles to start receiving eStatements only and you can change their statement preferences at any time.
  • If you’d like to view or change the email address on your account, select ‘Profile’ from the top navigation and ‘Update email address’.

If you haven’t logged into My Visa Account prior to January 10, 2019 or don’t have a login:

  1. Go to Manage my Visa card website at creditcards.vancitycommunityinvestmentbank.ca with your credit card handy
  2. Select ‘Register now’
  3. Verify your credit card details by entering your account information and select ‘Next’
    • If you have multiple Shared Interest Visa card accounts, register the account where you’re the Primary Cardholder first. If you’re the Primary Cardholder of multiple cards, register the one you use the most often first to set it as your default card. You’ll be able to add more cards to your account online after it has been created (Primary Cardholders only).
  4. Set up your account login by entering your username, password, email address and security questions and select ‘Next’
  5. Check off your statement preferences and ‘Next’
    • If you want to opt-out of paper statements, check off both boxes and we’ll send you an email notification to the email address on your account whenever a new eStatement is ready for you to view. Select ‘Submit’ and ‘Continue’ to confirm your selection. It will take two cycles to start receiving eStatements and that at any point on time cardholder can change their statement preferences.
  6. You’ll receive an email confirming that you’ve successfully registered. After receiving confirmation email, you can log in with the username, password and the security answers.

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

What improvements were made to My Visa Account during the credit card services upgrade?

We heard from cardholders like you that simple changes to our credit card services could make your Shared Interest Visa card experience even better. We listened – we upgraded our credit card services with a simpler way to log in with the updated Manage my Visa card website.

Prior to the upgrade, you used two different logins to access My Visa Account to manage your Visa card and My Visa Rewards Plus to redeem reward points. After the upgrade, you’ll simply log in at the website Manage my Visa card to manage your card online.

This website will have new features for Primary Cardholders, including:

  • Activate your card online
  • Change your PIN # online
  • Send secure messages for account servicing, questions, etc.
  • View and download eStatements
  • Opt-out of paper statements

Log into the updated Manage my Visa card website at creditcards.vancitycommunityinvestmentbank.ca.

Return to top

Vancity Community Investment Bank Rewards

Changes to My Visa Rewards Plus

How did the My Visa Rewards Plus program change after the upgrade?

You asked, we listened. As part of our credit card services upgrade in January, we improved our rewards program and website to make it easier for you to redeem points. We changed the name from My Visa Rewards Plus to Vancity Community Investment Bank Rewards™. We also discontinued merchandise rewards and added more gift card and reward options.

Do I need a My Visa Rewards Plus account to use Vancity Community Investment Bank Rewards?

No, if you have a Shared Interest Visa card that earns reward points, you’ll automatically be enrolled into Vancity Community Investment Bank Rewards. You did not need to have a My Visa Rewards Plus account prior to the upgrade to use Vancity Community Investment Bank Rewards.

However, to redeem points online, you’ll need a login for Manage my Visa card.

What happened to my My Visa Rewards Plus points balance?

Your points were transferred to the new Vancity Community Investment Bank Rewards website and program. These points have the exact same value.

Can I still view my past redemption and account history when I log into the Vancity Community Investment Bank Rewards website?

No. Your previous account activity, such as your point redemption history, were not transferred to the new website. Should you need information on past redemption, you can call the Vancity Community Investment Bank Rewards Service Centre toll-free at 1-866-688-8242. Please note historical redemption inquiries may take up to 72 hours to fulfill.

Can I continue to transfer my points between my Vancity Shared Interest Visa and Citizens Bank Shared Interest Visa card accounts?

No. We have separated My Visa Rewards Plus into two programs, one for Vancity and one for Vancity Community Investment Bank.

Eligibility and earning points

What is Vancity Community Investment Bank Rewards?

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.

Which cards are eligible to earn Vancity Community Investment Bank Rewards points?

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 Classic* with Vancity Community Investment Bank Rewards
  • Shared Interest Classic Low Interest rate plus Vancity Community Investment Bank Rewards
  • Shared Interest Gold with Vancity Community Investment Bank Rewards
  • Shared Interest Gold Low Interest Rate plus Vancity Community Investment Bank Rewards

How can I earn Vancity Community Investment Bank Rewards points?

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.

If you have a Shared Interest Gold Visa card, you’ll also earn bonus reward points on your first purchases and on your card’s anniversary.

How many Vancity Community Investment Bank Rewards points will I earn for using my card?

The amount of points you earn each year depends on which Shared Interest Visa card you have and how much you spend. View the table below to learn more.

Shared Interest Classic*
Visa card

Shared Interest Gold
Visa card

Card options Regular or Low Interest rate plus Vancity Community Investment Bank Rewards Regular or Low Interest rate plus Vancity Community Investment Bank Rewards
Point earn rate Earn 1 point for every $2 spent Earn 1 point for every $1 spent
Bonus reward points N/A Earn 2,500 bonus points on your first purchase ($25 rewards value) and 3,500 bonus points on your card’s anniversary ($35 rewards value)
Bonus points for booking travel Earn double the number of points when you use your Shared Interest Visa card to book travel through the Vancity Community Investment Bank Rewards website or by calling us at 1-866-688-8242.

Where can I find the terms and conditions for 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.

Redeeming points

What can I redeem my Vancity Community Investment Bank Rewards points for?

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 our two new reward options – experiences 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, including a Vancity Shared Interest Visa Gift Card that can be used at any store that accepts Visa cards.

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

How do I redeem Vancity Community Investment Bank Rewards points?

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

What’s the minimum point redemption?

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.

Redeeming points for cash back

What account information do I need to redeem my Vancity Community Investment Bank Rewards points for cash back?

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

How does Pay with points work?

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 (since January 14, 2019).

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

Redeeming points for travel

What type of travel can I redeem my Vancity Community Investment Bank Rewards points for?

Our Vancity Community Investment Bank Rewards travel options include:

  • Flights
  • Hotels
  • Car rentals
  • Cruises
  • Vacation packages
  • Experiences
  • 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.

I don’t have enough Vancity Community Investment Bank Rewards points for the full cost of my trip. Can I top up with my Shared Interest Visa card?

Yes, with the exception of experiences which must be paid for with points only. For all other travel, you can pay with your reward points, Shared Interest Visa card, or a combination of both. The minimum points redemption for travel (except 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 2,000 points ($20 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.

Am I charged any additional fees when booking travel through Vancity Community Investment Bank Rewards?

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 2,000 points ($20 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.

Do I have to buy travel insurance to book travel through Vancity Community Investment Bank Rewards?

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.

Can I earn frequent flyer miles when I book travel through Vancity Community Investment Bank Rewards?

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.

How can I request a wheelchair or other special assistance when booking travel through Vancity Community Investment Bank Rewards?

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.

How do I make changes to or cancel my Vancity Community Investment Bank Rewards travel reservation?

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.

I need to travel as soon as possible. When’s the latest I can book travel through Vancity Community Investment Bank Rewards?

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.

How will you deliver my Vancity Community Investment Bank Rewards travel tickets?

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.

How will you deliver my tickets if I’m booking travel close to the travel date?

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.

What’s the difference between my Vancity Community Investment Bank Rewards travel itinerary/booking confirmation and my e-ticket?

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.

Why am I required to provide my passport information when I redeem points for some of the Vancity Community Investment Bank Rewards attraction and experience options?

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.

Why can’t I proceed with my online Vancity Community Investment Bank Rewards attractions booking?

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.

Why do I get an authorization error when I try to pay a flight in full with my Shared Interest Visa card?

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.

Redeeming points for charity

How do redeem Vancity Community Investment Bank Rewards points for charitable donations?

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.

Which charities can I donate my points to?

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

Redeeming points for gift cards

Which gift cards can I redeem my points for?

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

Can I cancel my Vancity Community Investment Bank Rewards gift card order?

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.

What happens if my Vancity Community Investment Bank Rewards gift card order is stolen, arrives damaged or is not received?

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.

How long does it take to process and deliver my Vancity Community Investment Bank Rewards cash back, travel, charity, or gift card redemption?

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

Reward category Processing time Shipping time to Canada
Cash back 3-5 business days N/A
Travel 3-5 business days 3-6 weeks for print experiences tickets via FedEx Express Signature Required (if applicable)

If an electronic version is available, it will be sent to the email address provided after the redemption is complete.

Charity 3-5 business days 2-3 weeks for tax receipt
Gift cards Up to 10 business days 3-6 weeks for standard shipping

3-5 days for expedited shipping (for an additional fee)

Why do I keep getting a message telling me I can’t redeem my Vancity Community Investment Bank Rewards points at this time?

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.

Transferring points

Can I transfer points between my Shared Interest Visa accounts?

Yes. If you’re the Primary Cardholder 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 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.

Can I transfer my points to the Primary Cardholder of a different Shared Interest Visa account?

No. Primary cardholders 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 Primary Cardholder of a different Shared Interest Visa account.

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

Can I transfer points earned from other points programs?

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

My account

Where can I find my Vancity Community Investment Bank Rewards points balance?

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

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.

Do I need to register for Vancity Community Investment Bank Rewards to earn and redeem points?

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.

If I close my Shared Interest Visa account, can I still use my remaining Vancity Community Investment Bank Rewards points?

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

What happens to my points if I switch from a Shared Interest Visa account with rewards to one without rewards?

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.

What is an Authorized Redeemer? How do I add them to my account?

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

Only Primary Cardholders 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.

Are there any reasons why I would not be able to earn or redeem points?

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.

What happens to a cardholder’s points if they pass away?

If the Primary Cardholder’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.

Who do I contact if I still need help with Vancity Community Investment Bank Rewards?

  • 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

Changes to My Visa Rewards Plus

How did the My Visa Rewards Plus program change after the upgrade?

You asked, we listened. As part of our credit card services upgrade on Monday, January 14, we improved our rewards program and website to make it easier for you to redeem points. We also changed the name from My Visa Rewards Plus to Vancity Community Investment Bank Rewards™ and we added more reward options.

Do I need a My Visa Rewards Plus account to use Vancity Community Investment Bank Rewards?

No, if you have a Shared Interest Visa card that earns reward points, you’ll automatically be enrolled into Vancity Community Investment Bank Rewards. You did not need to have a My Visa Rewards Plus account prior to the upgrade to use Vancity Community Investment Bank Rewards.

However, to redeem points online, you’ll need a login for Manage my Visa card.

What happened to my My Visa Rewards Plus points balance?

Your points were transferred to the new Vancity Community Investment Bank Rewards website and program. These points have the exact same value.

Can I still view my past redemption and account history when I log into the Vancity Community Investment Bank Rewards website?

No. Your previous account activity, such as your point redemption history, were not transferred to the new website. Should you need information on past redemption, you can call the Vancity Community Investment Bank Rewards Service Centre toll-free at 1-866-688-8242. Please note historical redemption inquiries may take up to 72 hours to fulfill.

Can I continue to transfer my points between my Vancity Shared Interest Visa and Citizens Bank Shared Interest Visa card accounts?

No. We have separated My Visa Rewards Plus into two programs, one for Vancity and one for Vancity Community Investment Bank.

Return to top

Primary Cardholders and Authorized Users

What’s the difference between a Primary Cardholder and an Authorized User?

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

The Primary Cardholder is the person who applied for the Visa account. They’re responsible for all charges on the Visa account. They own all the reward points earned on the account and can redeem them. The Primary Cardholder can give other people permission to share the Visa account by adding Authorized Users to their account.

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

Remember, even if there are Authorized Users on the account, the Primary Cardholder is responsible for the account and promises to pay Vancity Community Investment Bank for all fees and interest we charge on the account and all the transactions. Any purchases made by an Authorized User will appear on the Primary Cardholder’s monthly statement.  Authorized Users should keep in mind that the credit card account belongs to the Primary Cardholder, and any purchases Authorized Users make using their card won’t help build their credit history.

For more details on these different cardholder roles, please review your Vancity Community Investment Bank Credit Card Agreement (for Personal Use) effective Friday, January 11, 2019.

How do I know if I’m a Primary Cardholder or an Authorized User

You can check if you’re a Primary Cardholder or Authorized User in Manage my Visa card.

  1. Log into Manage my Visa card at creditcards.vancitycommunityinvestmentbank.ca
  2. If you’re the Primary Cardholder, you’ll be able to select ‘Account services’ from the menu on the top of the screen. Selecting ‘Add an Authorized User’ from the next screen will show you a list of Authorized Users on your account.
  3. If you’re the Authorized User, you will not see the option to add an Authorized User to the account.

Still need help? You can also call us toll-free at 1-844-266-8242.

What Visa account information will I have access to?

Primary Cardholders and Authorized Users do not have the same access to their Visa account information.

Everyone has access to:

  • The current balance, available credit and credit limit

Authorized Users have access to:

  • Only their pending and posted transaction details starting from January 2018 (not the transactions from other cardholders on the same account). They’ll be able to view and download transaction for up to 12 months starting in January 2019 or the first time they make a transaction

Primary Cardholders 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 starting in January 2019 or the first time they receive a new statement after January 2019

Who has access to the Vancity Community Investment Bank Rewards website?

Only Primary Cardholders can access the Vancity Community Investment Bank Rewards website to redeem points. The reward points belong to the Primary Cardholder 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 Primary Cardholder.

How do I view and add Authorized Users to my account through Manage my Visa card website?

Please note only Primary Cardholders 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.

What is an Authorized Redeemer? How do I add one to my Visa account?

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

Only Primary Cardholders can add Authorized Redeemers to their account. When an Authorized Redeemer is added to an account, they are being granted permission to redeem the Primary Cardholder’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.

Return to top

Statements and eStatements – NEW

What are some changes I’ll see on my Shared Interest Visa statement?

We’ve made some changes to our statements to make them easier to read. This includes:

  • Clarity in language
  • Important information and a summary of your account (including payment date, statement balance, minimum payment due, and reward totals if applicable) is on the first page, with transaction details on the following page(s).
  • Offering account related messages with updates on your rewards, credit amount, and promotions.
  • Printing our statements double-sided.

Where do I view my Shared Interest Visa eStatements?

To view eStatements, Primary Cardholders can log in to the Manage my Visa card website and select ‘View eStatements’.

Business use cards: Account Administrators can log in to the Manage my Visa card website and select ‘View eStatements’.

How do I opt out of paper Shared Interest Visa statements?

To stop receiving paper statements in the mail, you’ll need to opt out by updating your Statement Preferences in Manage my Visa card. Please note that only Primary Cardholders or Account Administrators can do this.

Here’s how:

  1. Log in to the Manage my Visa card website.
  2. Choose Profile. Verify your email address and update it, if necessary.
  3. Choose Statement Preferences and check both boxes:
    √ Turn off paper statements
    √ Notify me by email when my eStatement is available
  4. Click Submit.

We’ll then send you an opt-out confirmation email. Your next two statements will still be mailed to you to ensure there’s no disruption to receiving your statements after the system upgrade.  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 see it.

Can I view eStatements from before the credit card services upgrade?

If you’re the Primary Cardholder and were signed up for the Canada Post epostTM 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.

What are my Shared Interests Visa statement delivery options?

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 Primary Cardholder, you can make your choice by updating your Statement Preferences on the Manage my Visa card website.

How long are my Shared Interest Visa eStatements available in my Manage my Visa card account?

Shared Interest Visa eStatements are accessible on Manage my Visa card website and account history is saved for 18 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.

How will I know when a new eStatement is ready to view?

You can set up email notifications to let you know when your eStatements are ready to view by:

  1. Logging in to the Manage my Visa card website.
  2. Choosing Profile.
  3. Choosing Statement Preferences and checking the box:
    √ Notify me by email when my eStatement is available

You don’t have to opt out of paper statements to receive email notifications. Just make sure your email address is up to date.

How do I update my email address?

To change your email address:

  1. Log in to the Manage my Visa card website
  2. Choose Profile
  3. Update your email address

I’ve opted out of paper statements but I’m still receiving them. Why?

When you opt out of paper statements, your next two statements will still be mailed to you. Please note, in most cases you only receive a statement when you have a balance on your account.

Who should I contact if I have questions?

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.

Return to top

Discontinued epost

Did Vancity Community Investment Bank discontinue epost?

Since our credit card services upgrade on January 14, 2019, we no longer participate in the Canada Post epost™ service. The last day for receiving your Visa account statement via epost was January 9.

Instead, your Visa eStatements will now be available on our Vancity Community Investment Bank Manage my Visa card website starting January 15. You’ll still be able to access your previous statements through epost for up to seven years from the time they were received. Read on to learn more.

Does epost still keep a record of my old Visa statements?

Yes, epost keeps a record of documents on file for 7 years.

When do I stop receiving my Visa statement on epost?

As of Wednesday, January 9, 2019, new statements are no longer sent through epost.

Will I receive paper statements after epost is discontinued?

To ensure there’s no disruption to receiving your statements after the credit card services upgrade, we’ll resume mailing paper statements. Please ensure your mailing address on file is correct to avoid missing a Visa statement. To update your address, you can give our Card Services a call at 604-877-8242 or toll free at 1-844-266-8242.

Will Vancity Community Investment Bank offer Visa eStatements after the upgrade?

Yes, starting Tuesday, January 15, we’ll be posting eStatements automatically on the Vancity Community Investment Bank Manage my Visa card website. You’ll need to log in to the Manage my Visa card site to access them.

How can I stop receiving paper Visa statements?

To opt out of paper statements, you’ll need to update your Statement Preferences on the new Manage my Visa card website starting Monday, January 14. Please note, when you opt out of paper statements, your next two statements will still be mailed to you. After that, you’ll only receive eStatements.

My address is different from the one that I registered on epost. How do I update my address?

Please give our Card Services a call at 604-877-8242 or toll free at 1-844-266-8242 and we’ll be happy to help you with updating your address.

You can also update your address on the Manage my Visa card website:

  1. Login to Manage my Visa Card
  2. Click on “Account service”
  3. Click on “Send a secure message”
  4. Select “Address change” from the drop down menu under “Subject”

Note: It will take up to 2 days to process the address change.

Do I need to cancel my epost account?

No, you don’t need to do anything. As of January 9, 2019, you automatically stopped receiving any new Visa statements through epost. If you cancel your epost account, you’ll no longer have access to your previous Visa statements.

As of January 14, we do encourage you to opt out of paper statements by updating your Statement Preferences on the Vancity Community Investment Bank Manage my Visa card website.

Can I view my Visa account online?

Starting January 15, 2019, you can access your Visa transactions, including current balance, payments, transactions, and current Vancity Community Investment Bank Rewards™, online via the new Manage my Visa card website.

Who should I contact if I have questions?

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

Return to top

Citizens Bank™ name change

Did Citizens Bank of Canada change their name?

We’ve changed our name from Citizens Bank of Canada to Vancity Community Investment BankTM (effective April 2017). As of January 2019, you’ll see this new name on your account statements.

If you’re a Citizens Bank Visa credit card cardholder, you’ll receive a new Vancity Community Investment Bank Visa card in early 2019 to replace your Citizens Bank card.

For Citizens Bank Visa cardholders

Can I still use my Citizens Bank Visa Credit card to make purchases?

We encourage you to activate your new Vancity Community Investment Bank Visa card as soon as you get it in the mail. You won’t receive a new PIN as your current PIN will automatically transfer to the new card. Your Citizens Bank Visa Credit card will continue to work until 30 days after you receive your new Vancity Community Investment Bank Visa card.

Have the terms and conditions of my Citizens Bank Visa Credit card changed?

As of Friday, January 11, 2019, your Vancity Community Investment Bank Credit Card Agreement, Insurance Agreement, and the Vancity Community Investment Bank Rewards Terms and Conditions have been updated as part of our credit card services upgrade. Click here to learn more.

Will I still earn Rewards points with my new Vancity Community Investment Bank Credit card?

Yes, if you earned My Visa Rewards Plus points prior to the name change, you’ll continue to earn reward points. We’ve also improved the program as part of our credit card service upgrade. This includes changing the name from My Visa Rewards Plus to Vancity Community Investment Bank Rewards™, as of Monday, January 14, 2019.

Learn more about the changes to our rewards program and our new rewards options.

Can I continue to redeem rewards points?

Yes, you can still redeem points for a payment towards your account balance, travel, gift cards and charitable donations.

Learn more about your reward points here.

For Citizens Bank Reloadable Prepaid Visa cardholders

Can I still use my Citizens Bank Reloadable Prepaid Visa card to make purchases?

Yes, you can still use your Citizens Bank Reloadable Visa card to make purchases as usual.

Have the terms and conditions of my Citizens Bank Reloadable Prepaid Visa card changed?

Please refer to the latest terms and conditions available for your product at myreloadable.ca.

Can I still add funds to my Citizens Bank Reloadable Prepaid Visa card?

Yes, you can still add funds to your card as usual by reloading it via an electronic bill payment in online banking. To learn more, please visit myreloadable.ca, select ‘Using Your Card’, and view the ‘Loading funds onto your card’ section.

Can I still view my balance and transaction history when I log into myreloadable.ca?

Yes, you can still view your balance and transaction history when you log into myreloadable.ca.

What will happen when my Citizens Bank Reloadable Prepaid Visa card expires? Will I receive a replacement card from Vancity Community Investment Bank?

If your Citizens Bank Reloadable Prepaid Visa card account is in good standing and has a positive balance one month before it expires, we’ll mail a replacement card to the address on file prior to the card expiry date. All cardholders will receive replacement cards with the Vancity Community Investment Bank logo starting early 2019. If your card expires before then, you’ll receive a replacement card with the Citizens Bank logo first.

For Citizens Bank Corporate Rewards Prepaid Visa Gift Card cardholders

Can I still use my Citizens Bank Corporate Rewards Prepaid Visa Gift Card to make purchases?

Yes, you can still use your Corporate Rewards Prepaid Visa Gift Card to make purchases as usual.

Have the terms and conditions of my Citizens Bank Corporate Rewards Prepaid Visa Gift Card changed?

Please refer to the latest terms and conditions available for your product at myreloadable.ca.

Can I still view my balance and transaction history when I log into myrewardcard.ca?

Yes, you can still view your balance and transaction history when you log into myrewardcard.ca. You’ll notice a new name and logo when you visit the website.

Return to top

Oxfam™ Canada and Amnesty™ International Visa Credit Cards

What changes will I see on my Oxfam Canada and Amnesty International Visa accounts?

The name of your Visa account will become the Shared Interest Classic* Visa Card, effective Friday, November 2, 2018. You will see the updated name on your statement, online and re-issued credit cards. Note: Your Visa account number will not change. Please continue to use your Amnesty International or Oxfam Canada Visa credit card until you receive and activate your new Shared Interest Classic Visa card.

In addition, your Visa account will have a new feature: when you make a transaction starting Friday, November 2, you will earn Vancity Community Investment Bank Rewards™ points. You will be able to redeem reward points for cash back, gift cards, travel and donations to charitable organizations such as Oxfam Canada and Amnesty International online or by phone.

Can I continue to support Oxfam and Amnesty’s initiatives?

Effective Friday, November 2, Vancity Community Investment Bank will donate 10 cents for each transaction you make to the Shared Interest Fund. The Shared Interest Fund supports not-for-profit initiatives aimed at effecting positive social, economic and environmental change.

Rest assured, you will still be able to support Oxfam Canada and Amnesty International by redeeming the points to make a charitable donation; if you donate at least $20, you will get a charitable donation receipt which you can claim on your income tax.

Will I receive a new Vancity Community Investment Bank credit card?

If your current card expires before early 2019, you will receive a new Citizens Bank Shared Interest Classic Visa credit card. In early 2019, we’ll send you a new Vancity Community Investment Bank Shared Interest Classic Visa credit card with a ‘tap-to-pay’ feature. In the meantime, please continue to use your Amnesty International or Oxfam Canada Visa credit card until you receive and activate your new Shared Interest Classic Visa card.

Return to top

Any Questions?

Card Services
24 hours a day, 7 days a week

Metro Vancouver: 604-877-8242
Toll-free: 1-844-266-8242

™Vancity Community Investment Bank and Vancity Community Investment Bank Rewards are trademarks of Vancouver City Savings Credit Union, used under license.

™Citizens Bank is a trademark of Citizens Bank of Canada.

™Shared Interest and Citizens Bank of Canada are trademarks of Vancity Community Investment Bank.

™Oxfam Canada and Amnesty International are used by Vancity Community Investment Bank under license.

*Trademark of Visa Int., used under license.

Vancity Community Investment Bank is a Certified B-Corp™ and a member of CDIC.