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Top 10 FAQs
A. Collabria Financial Inc (Collabria) is a credit card issuer, holding issuing licenses with both Mastercard and Visa. Your financial institution or organization has partnered with Collabria to provide you with a credit card product as a service or benefit to your relationship with them. Collabria provides you with 24/7 Cardholder Service, access to account information online through the CardWise platform for personal cardholders and MyCardInfo for business cardholders, plus round the clock fraud monitoring and protection services for your credit card. Collabria also receives and processes your card payments and manages collections on delinquent accounts. From time to time, you may receive communications from Collabria regarding your credit card account.
A. Your Collabria credit card allows you to consolidate credit card balances you may have with other credit card issuers onto your Collabria card. You may transfer a balance using the CardWise platform or MyCardInfo, by calling Cardholder Service at 1.855.341.4643 or by visiting your branch. Please have your billing and account information for the credit card balance you wish to transfer over available when you make your request.
A. Annual interest rate is a measure of the cost of credit, expressed as a nominal yearly rate. It is the amount of interest that is billed to your account for the convenience of utilizing your credit line. There is at least a 21-day grace period during which no interest will be charged on the current month's merchandise purchases. Please note that cash advances do not have a grace period and as such, will start accruing interest immediately. The annual interest rate associated with your card type can be seen on your monthly statement, which you will receive either in a paper or electronic format. Complete details on annual interest rate were provided with your card when it arrived in the mail to you. Additional information about your credit card product can be found on this site, under 'all cards'.
A. Your card will work in most countries. Due to fraud trends, transactions may be restricted in certain countries. As a fraud protection measure, it is strongly recommended that you call Cardholder Service at 1.855.341.4643 prior to your departure. When traveling internationally, please contact Cardholder Service at our international collect number, 1.647.252.9564.
A. The CardWise platform is Collabria's online digital account management tool where you can access your credit card account information 24/7. You can register for CardWise by downloading CardWise Mobile from your mobile phone's app store or via your computer at CardWise Online (cardwiseonline.ca). With CardWise, you can activate your card and manage your PIN, check your balance, make payments or set up AutoPay, enroll in eStatements, configure controls & alerts on your account, and more! For more on CardWise visit collabriacreditcards.ca/MyAccount.Business cardholders should visit collabriacreditcards.ca/MyBusAccount for more details on the digital account management platforms available to them. To learn more about CardWise, click here https://www.collabriacreditcards.ca/myaccount.aspx
A. Collabria offers generous rewards programs on various card products. To explore the rewards offerings on a particular card, select the “Rewards” tab on the card information page.
A. When you receive your card, there will be a sticker with a QR code directing you to tips and tricks to activate your card. The QR code will provide you with a video tutorial if you require assistance.
Personal Cardholders: You can activate your card and set your PIN by registering for the CardWise platform. From CardWise, choose Activate and Set PIN. Don’t forget to enrol in eStatements while you are setting up your account.
Business Cardholders:
• If you use CardWise, you can activate and set your PIN in CardWise.
• If you use MyCardInfo, you can activate your card in MyCardInfo and call PIN Now to set your PIN.
For all cards, alternatively, you can activate your card and set your PIN by calling 1.866.498.3840. Once you have activated your card, you can start using it immediately.
A. Please call Cardholder Service at 1.855.341.4643 immediately to report any fraud.
A. Cardholders can make payments via their digital account management platform; CardWise or MyCardInfo. Alternatively, you can make payments via your online banking application, in-branch at your financial institution, by mailing a cheque to the address on your statement or by calling the number on the back of your card where one of our representatives will take the payment. Cardholders can make payments via their digital account management platform; CardWise or MyCardInfo. Alternatively, you can make payments via your banking application, in-branch at your financial institution, by mailing a cheque to the address on your statement or by calling the number on the back of your card where one of our representatives will take the payment.
A. You can view the number of points you have accumulated on your account through the CardWise platform, either online at cardwiseonline.ca or on the CardWise Mobile app. The total is found under ‘Card Details’ and when clicked, will take you to the Flex Rewards redemption site.
A. US-Domestic 44397
Canada TETFN +18888559935
(International) Alpha Code COOPOTP
Basics
A. Collabria Financial Inc (Collabria) is a credit card issuer, holding issuing licenses with both Mastercard and Visa. Your financial institution or organization has partnered with Collabria to provide you with a credit card product as a service or benefit to your relationship with them. Collabria provides you with 24/7 Cardholder Service, access to account information online through the CardWise platform for personal cardholders and MyCardInfo for business cardholders, plus round the clock fraud monitoring and protection services for your credit card. Collabria also receives and processes your card payments and manages collections on delinquent accounts. From time to time, you may receive communications from Collabria regarding your credit card account.
A. With your Collabria credit card, you can trust that you'll have an exceptional credit card experience. Offering a full range of Mastercard and Visa cards, Collabria credit cards provide a flexible and generous rewards program, dedicated customer support, and a wide range of insurance benefits. Collabria also provides added benefits available to cardholders at no additional cost, such as Zero Liability fraud protection, and 24/7 online account access through CardWise for personal cardholders or MyCardInfo for business cardholders.
A. Your Collabria credit card allows you to consolidate credit card balances you may have with other credit card issuers onto your Collabria card. You may transfer a balance using the CardWise platform or MyCardInfo, by calling Cardholder Service at 1.855.341.4643 or by visiting your branch. Please have your billing and account information for the credit card balance you wish to transfer over available when you make your request.
A. Annual interest rate is a measure of the cost of credit, expressed as a nominal yearly rate. It is the amount of interest that is billed to your account for the convenience of utilizing your credit line. There is at least a 21-day grace period during which no interest will be charged on the current month's merchandise purchases. Please note that cash advances do not have a grace period and as such, will start accruing interest immediately. The annual interest rate associated with your card type can be seen on your monthly statement, which you will receive either in a paper or electronic format. Complete details on annual interest rate were provided with your card when it arrived in the mail to you. Additional information about your credit card product can be found on this site, under ‘all cards’.
A. Depending on product and province, your annual interest rate may be fixed or variable. If variable, your annual interest rate is determined by your creditworthiness which is based off of the information we obtain in your credit file. Your annual interest rate may vary with the market based on the Prime Rate.
A. When you originally received your credit card, it was affixed to a document containing the rates and fees pertinent to your card, including your credit limit. Additionally, your credit limit is listed on your monthly statements. You may also sign into CardWise for personal cardholders and MyCardInfo for business cardholders to view your credit limit and the balance remaining for purchases and cash advances.
A. In most circumstances, your credit limit is determined by two factors: creditworthiness and the ability to repay your debt. Creditworthiness is based on information we obtain in your credit file, and the ability to repay your debt is based on your household income or assets in relation to your current obligations.
A. There are 2 ways to increase your credit limit.
• Collabria proactively sends credit limit increase offers, by letter, to cardholders. This increase requires you opt-in.
• You can request a credit limit increase by calling Cardholder Service at 1.855.341.4643 or by visiting your branch.
A. US-Domestic 44397
Canada TETFN +18888559935
(International) Alpha Code COOPOTP
A. The minimum monthly payment is listed on each statement and is the minimum you must pay each month in order to keep your account in good standing. If you can afford to make more than the minimum payment due each month, you'll save money by paying less interest on the revolving balance.
A. A joint cardholder is someone who is also financially responsible for the account; their credit score is considered when creating the account and the existence of the account is noted on their credit bureau. An authorized user has the ability to charge on the account but is not allowed to make any changes to the account. The account owner is financially responsible for transactions initiated by an authorized user. An authorized users' credit score does not reflect on the account, nor does the account impact the authorized users' score either negatively or positively.
A. If you have questions regarding your statement, or if you feel there is an error, please contact Cardholder Service at 1.855.341.4643.
A. If you do not recognize a charge or feel you were billed an incorrect amount, please follow these three steps. First, double-check your receipts and check with other authorized users of your account to make sure they did not make the transaction. Second, contact the merchant where the purchase originated and request they review and correct the charge. Third, if you are unable to resolve your dispute with the merchant, please contact Cardholder Service at 1.855.341.464 for assistance.
A. Collabria makes your privacy a priority and has a detailed Privacy Policy that addresses its collection, use and disclosure of personal information, and related matters, in further detail. Click here for a copy of our full Privacy Policy.
A. Your card will work in most countries. Due to fraud trends, transactions may be restricted in certain countries. As a fraud protection measure, it is strongly recommended that you call Cardholder Service at 1.855.341.4643 prior to your departure. When traveling internationally, please contact Cardholder Service at our international collect number, 1.647.252.9564.
A. Yes. Adding an authorized user requires a form to be completed. Please visit collabriacreditcards.ca/forms to obtain the 'Update Cardholder Request' form and email to info@collabriafinancial.com.
A. We are unable to change a cardholder’s payment due date.
A. If you would like to be removed from Collabria’s direct marketing contact lists, please call Cardholder Service at 1.855.341.4643.
A. When you supply your email address to Collabria, you are authorizing it to be added to your account record as a method to contact you in the future. Collabria will primarily use your email address to send information that you have requested, and to send you information and/or important notices regarding your account. You also have the option to opt-in to promotional emails from Collabria. If you opt-in, we may periodically send promotional emails about new products, special offers or other information you may find interesting. Examples of these promotions may include opportunities to earn extra reward points and special rates on transactions like balance transfers. Consent can be withdrawn at any time by contacting Cardholder Service at 1.855.341.4643.
A. If you would like to be removed from Collabria’s direct marketing contact lists. To opt out of receiving any email from Collabria, please call Cardholder Service at 1.855.341.4643.
MyCardInfo
A. MyCardInfo is Collabria’s online account management tool for Business cardholders, where they can access account information 24/7. You can register for a MyCardInfo account as a Collabria Business cardholder. With MyCardInfo, you can check current balances, review recent activities, verify the last payment made, make payments, view e-Statements and more.
A. As a Business cardholder, enrolling is as simple as entering your account information, assigning a username, password and personal security code and completing a few security questions. You will then have access to your online account. To enroll, click the “Home” link at the top of the page and you’ll be redirected to our enroll/login page. Click “Enroll” to get started.
If you have chosen Centralized Consolidated Billing, click here to learn more about MyCardInfo Centralized Consolidated Billing.
If you have chosen Decentralized Individual Cardholder Billing, click here to learn more about CardWise Individual Cardholder Billing.
A. If you encounter any questions or concerns that are not answered by the online instructions during your enrollment or login process, call Cardholder Service at 1.855.341.4643 for assistance.
A. MyCardInfo is designed to keep your account information secure. Your session will time out after 20 minutes of inactivity and your account number is never displayed on the screen. If you have any questions please call Cardholder Service at 1.855.341.4643 for assistance.
A. You can access 13 months of statements by logging into your online account through MyCardInfo and enrolling in eStatements. eStatements can be saved and/or printed to your computer. Enrolling in e-Statements will turn off paper statements from mailing. If ever you need to resume paper statements, you will need to dis-enroll from e-Statements.
A. Download transaction history compatible with Quicken software! Because Quicken is important to you, our cards offer the ability to download recent transaction history in a format that’s compatible with Quicken.
A. The CardWise platform is designed to keep your account information secure. Your session will time out after 15 minutes of inactivity and your account number is never displayed on the screen. To learn more about CardWise, click here https://www.collabriacreditcards.ca/myaccount.aspx.
A. You can register for eStatements on the CardWise platform. Please note that eStataments will only begin to display starting with the next statement cycle. Available eStatements will appear in a rolling 12-month period from eStatement enrollment date. eStatements can be saved and/or printed to your computer. Enrolling in eStatements will turn off paper statements from being produced and mail to you. If ever you need to resume paper statements, you will need to update your statement preference on the CardWise platform. To learn more about CardWise, click here collabriacreditcards.ca/myaccount
A. Since we know Quicken and Quickbooks are important to our cardholders, our cards offer the ability to download recent transaction history in a format that’s compatible with Quicken and Quickbooks. For more details, click here. To learn more about CardWise, click here collabriacreditcards.ca/myaccount
Rewards
A. Collabria offers generous rewards programs on various card products. To explore the rewards offerings on a particular card, select the “Rewards” tab on the card information page.
A. Rewards can be redeemed online through CardWise for personal cardholders or MyCardInfo for Business cardholders. To do so, click “Check My Rewards” on your MyCardInfo or CardWise account.
A. You can view the number of points you have accumulated on your account through the CardWise platform, either online at www.cardwiseonline.ca or on the CardWise Mobile app. The total is found under ‘Card Details’ and when clicked, will take you to the Flex Rewards redemption site.
Activation and Use
A. When you receive your card, there will be a sticker with a QR code directing you to tips and tricks to activate your card. The QR code will provide you with a video tutorial if you require assistance.
Personal Cardholders: You can activate your card and set your PIN by registering for the CardWise platform. From CardWise, choose Activate and Set PIN. Don’t forget to enrol in eStatements while you are setting up your account.
Business Cardholders:
• If you use CardWise, you can activate and set your PIN in CardWise.
• If you use MyCardInfo, you can activate your card in MyCardInfo and call PIN Now to set your PIN.
For all cards, alternatively, you can activate your card and set your PIN by calling 1.866.498.3840. Once you have activated your card, you can start using it immediately.
A. If your card was lost with no suspicious transactions, login to the CardWise platform to report your card lost. Otherwise, please call Cardholder Service at 1.855.341.4643 immediately to report your lost card. Our cardholder service team will disable the card limiting unauthorized spending. To better assist us in servicing your account, please let us know where and when your card was lost/stolen and the last authorized transaction on the card.
A. You are able to make cash advances at an ATM.
A. Please call Cardholder Service at 1.855.341.4643 immediately to report any fraud.
A. Cardholders can make payments via their digital account management platform; CardWise or MyCardInfo. Alternatively, you can make payments via your online banking application, in-branch at your financial institution, by mailing a cheque to the address on your statement or by calling the number on the back of your card where one of our representatives will take the payment. Cardholders can make payments via their digital account management platform; CardWise or MyCardInfo. Alternatively, you can make payments via your banking application, in-branch at your financial institution, by mailing a cheque to the address on your statement or by calling the number on the back of your card where one of our representatives will take the payment.
A. Chip card encryption technology (EMV), allows transactions to occur through an embedded microchip in your card. This technology which is used around the world is safer than the traditional magnetic stripe on the back of cards, and protects cardholders by reducing fraud.
A. Chip cards are very easy to use, simply insert the card into a chip-enabled terminal and remove the card when prompted to do so. For more details, visit our Chip and PIN information page.
A. Your Personal Identification Number (PIN) is unique to you and no one can use your card without the PIN, so make sure to keep your PIN private and protected. If you would like to change your PIN, see the “How do I change my Personal Identification Number (PIN)?” FAQ.
A. If you use CardWise, you can set or change your PIN utilizing that platform. Otherwise, you can call into PIN NOW to verify your identity and then reestablish your PIN. Once you set or change your PIN, you can download the new PIN script to the smart chip on your card. You would be able to do this at any Exchange network ATM (this is the preferred method), through one PIN attempt at a point-of-sale terminal, or taking out a cash advance (fees may apply for cash advances).
PIN NOW: 1.844.788.2725
A. To discuss which credit card might suit your needs, please visit your local credit union branch. Once you're ready to make the switch, your branch can make the request on your behalf or you can call Cardholder Service at 1.855.341.4643 or the number listed on the back of your existing card.
Accessibility
A. Accessibility for people with disabilities: A priority!
Feedback and additional information
You play an important role in helping us improve the accessibility of our products and services. Your comments and questions will help us establish new policies, practices, and services to meet your needs and serve you better. Accessible formats or communications supports are available, upon request.
Please contact us if you have any questions, requests, or comments about accessibility:
By email: compliance@collabriafinancial.com
By mail:
Collabria Financial Services Inc.
Accessibility
# 450, 110 – 9th Ave SW, Calgary, AB T2P 0T1.
You can expect to hear back within 5 business days for a request sent by email and within 20 days for a request sent by mail.
All comments on Collabria's provision of services and facilities to persons with disabilities, including complaints, are forwarded to the responsible team. The team will acknowledge receipt and, if appropriate, respond within ten (10) days. Collabria may require additional time to process and review certain comments before responding or taking action.
e-Statements
A. For information on eStatements in CardWise, click here. For information on retrieving historical paper or eStatements from your former MyCardInfo account for personal cardholders, please visit our FAQ page here.
A. No. Cardholders can choose one or the other.
A. New credit card accounts are supplied with paper statements through the mail. If you prefer electronic statements, register for, or login to the CardWise platform (personal cards) or MyCardInfo (business cards) and follow the steps to register for electronic statements (eStatements). To learn more, click here.
CardWise
A. The CardWise platform is Collabria's online digital account management tool where you can access your credit card account information 24/7. You can register for CardWise by downloading CardWise Mobile from your mobile phone's app store or via your computer at CardWise Online (cardwiseonline.ca). With CardWise, you can activate your card and manage your PIN, check your balance, make payments or set up AutoPay, enroll in eStatements, configure controls & alerts on your account, and more! For more on CardWise visit collabriacreditcards.ca/MyAccount.Business cardholders should visit collabriacreditcards.ca/MyBusAccount for more details on the digital account management platforms available to them. To learn more about CardWise, click here https://www.collabriacreditcards.ca/myaccount.aspx
A. There are two ways to access CardWise: CardWise Online: cardwiseonline.ca or CardWise Mobile: download the CardWise Mobile app from your phone’s app store. (Apple Store / Google Play Store). To learn more about the CardWise platform, click here https://www.collabriacreditcards.ca/myaccount.aspx.
A. Registration and features between the online and mobile experiences are like-to-like. You can login into either experience to view the functions and features of CardWise.
A. Consolidated pay is a billing structure for business accounts that centralizes billing and payments under a single Authorized Business Representative Control Account. Under this structure, the business employee cardholders share credit limits and accumulated balances. The Authorized Business Representative receives consolidated statements and makes payments directly to their Control Account. If you have chosen Centralized Consolidated Billing, click here to learn more about Centralized Consolidated Billing.
Individual pay is a billing structure for business accounts that offers individual cardholder billing and payments for each registered business cardholder. Like a Consolidated Pay structure, the business shares a credit limit among all cardholders, but the company account instead accumulates the outstanding balance of each cardholder in real-time. Each cardholder under this structure receives their own billing statement and makes payments directly to their individual cardholder account. If you have chosen Decentralized Individual Cardholder Billing, click here to learn more about CardWise. Individual Cardholder Billing. Give us a call at 1.855.341.4643 24/7 to learn more.
A. Businesses that are set up on a Consolidated Business structure will continue to be serviced through MyCardInfo which provides unique functionality specifically designed for businesses with a registered Control Account. At present, Control Accounts are not provisioned in CardWise and will be evaluated as the platform evolves. Business cardholders on an Individual pay structure, can register for and experience all features and benefits of CardWise. Unsure if your business account is on an Individual pay or Consolidated pay structure? Give us a call at 1.855.341.4643 24/7 to learn more.
A. Although the payments function will appear in CardWise to Business cardholders on both an Individual and Consolidated billing structure, at present, Control Accounts are not provisioned in CardWise. Businesses that are set up on a Consolidated pay structure must therefore continue to make online payments through the MyCardInfo platform to avoid missed payments or discrepancies.
Business cardholders on an Individual pay structure, can register for and experience all features and benefits, of CardWise, including payments.
Unsure if your Business account is on an Individual pay or Consolidated pay structure? Give us a call at 1.855.341.4643 24/7 to learn more.
A. If a payment is made on an Individual Pay account in CardWise, no action is required.
If a payment is made in error on a sub-account (Consolidated Pay) in CardWise, the cardholder should call Cardholder Service at 1.855.341.4643 for assistance 24/7.
A. No. For security and authentication purposes, multiple cards added to a single CardWise login must be part of the same financial institution. If you have a credit card account with another institution who is also on CardWise, you must create a unique application login for each credit card account using a unique email address for each account.
A. As the platform becomes available to cardholders from your credit union, you’ll begin receiving email notifications inviting you to view your credit card statements on CardWise in addition to your current MyCardInfo notification.
These emails will come from donotreply@coop.org and look slightly different from your MyCardInfo emails at first. Rest assured that they are accurate, timely and are in development for future enhancements.
A. CardWise will begin showing your account statements beginning the first statement cycle following registration. Past statements will remain on MyCardInfo for a period of time, but for ease, we encourage you to download your previous statements.
A. As we continue to improve the innovative features and functionality of CardWise, your CardWise statements may look slightly different from your e-Statements in MyCardInfo/paper statements. Rest assured that they are accurate, timely and are in development for future enhancements.
A. Any Auto-Pay set ups on your MyCardInfo account will be transferred to CardWise once you have completed registration.
A. You may register both your Personal and Business credit cards for CardWise provided they are issued by the same credit union or financial institution.
The initial launch of CardWise online and mobile are designed to support cardholders who use their card for day-to-day personal needs such as transaction monitoring, customization of controls and alerts, keeping a close eye on their spending habits and trends, and more.
The more complex administrative needs of some Business cardholders, such as Consolidated Pay accounts, that require control account payments and sub-account monitoring, are best being continued on MyCardInfo.
For more information on the digital account management functions available for your needs, visit:
- Personal cardholders: www.collabriacreditcards.ca/MyAccount
- Business cardholders: www.collabriacreditcards.ca/MyBusAccount