Declined Payments at Select Gas Stations

Certain fuel pumps at gas stations across Canada wrongly reject correct PIN entry transactions in a manner that locks the credit card PIN and tap. It results in requiring the cardholder to take multiple steps to restore card capability to use it again.

This impact is occurring with both Interac debit cards and credit cards and is caused by select fuel pumps not having the appropriate software upgrades and / or card reader issues.
This issue has continued for well over a year and while it occurs less frequently today, especially with the increased use of tap which bypasses the issue in most cases, the cardholder impact is high and we understand it is likely to be an ongoing issue.

Our partners Canadian Credit Union Association (CCUA), Visa, and Mastercard continue to address this issue to ensure gas stations are up to date. We continue to work with these organizations to have this issue resolved.

What to do if You Receive a PIN Error or Transaction was Declined?

If you attempt to use the fuel pump and receive a PIN error or the transaction is declined without the PIN prompt, you should:

• Move to a different pump, taking note of the pump number where they had the issue. Not all pumps at the same station may have the same issue. Card readers could be different in each pump. If similar error occurs at the second pump, you should not attempt another PIN entry as this may block the card.
• Pay inside the gas station.
• Use contactless at gas pumps where possible. 

What to do if Your Credit Card is Blocked?

In instances where your card is blocked and you need to reset the PIN, it can be unlocked through the automated PIN Now system by calling at 1.844.788.2725. This will allow you to either select your existing PIN or choose a new one in a safe and secure manner.

If for some reason you are unable to reset the PIN, please contact Cardholder Services at 1.855.341.4643 and an agent will be able to assist you.

What Happens After the PIN is Reset?

To finish the PIN reset process, you will need to use your credit card at any retailer by inserting your card in the point-of-sale (POS) terminal. This will allow your PIN to be updated on your card’s chip remotely and the merchant will ask you to sign for this transaction. You may not be prompted to enter the PIN, as this is done electronically through the terminal.

Once completed, this will enable the credit card’s PIN and you can continue to use it normally.

Should you have any questions, please contact Cardholder Services at 1.855.341.4643.