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Frequently Asked Questions Sign On! Sign On
 
 
 
 
How do I register?
Why am I having problems registering?
Where do I find the 3 digit Signature Panel Code?
How do I log in?
I've registered. Why can't I log in?
How do I change my e-mail address?
What does 'user name not valid' mean?
How do I change my user name and password?
How do I change my security question and answer?
I forgot my security answer. Who do I contact for help?
Does the computer registration feature (which registers a cardholder's frequently used computers) mean I can't log in to my Visa account online from any public computer, or when I'm traveling?
I previously registered my computer, why am I being prompted to answer my security question?
I forgot my password. Who do I contact for help?
Can I use special characters in my password?
Is my Visa account information secure?
How do I update my profile information?
How do I add additional Vancity Visa account(s) I hold under my user name?
Where would I go to view my additional Visa account(s) that I have added?
How do I remove online access to an additional Visa account I previously added under my user name?
How do I download transaction details so I can use them in money management software?
Why can't I see past transactions on my Visa account?
I reported my card lost or stolen, do I need to register again using my new Visa account number?
Why do I get bounced back to the welcome page when I try to view my transactions even after I have logged in?
Why can't I see transaction details that are older than the previous 12 statement periods?
Why are my user name and password auto-filling when I log in?
Can I make payments to my Visa account through myvisaaccount.com?
Why can't I see all the transactions I've made right away on my Visa account?

    Answers to Frequently Asked Questions

Q: How do I register?

A: To register for online access to your Visa account:

  1. Enter your Visa account number on the log in page and click Submit, this will take you to the Verify your account page.
  2. Complete the required information. Please verify that all of your information is correct. If you need to start over, you can click the Cancel button.
  3. Click Next, this will take you to the Create your profile page, where you can choose a User Name, Password, Security Question and Security Answer.
  4. Click Next, which will send the information for validation. Within moments you will receive a message and an email confirming that you have successfully registered.
  5. After receiving confirmation email, you can log in with the user name, password and the security answer you have chosen to access your Visa account information.
  6. Your password and security question and answer can be changed at any time under Update Profile.
  7. However, your user name cannot be changed after your initial registration. Your user name is case-sensitive so remember the combination of upper and lower case letters that you used when you register.

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Q: Why am I having problems registering?

A: You must register and log in to your Visa account using the primary cardholder's information, even if you are one of the co-applicants who signed the Visa Card application. The primary cardholder is the first person who signed the Visa Card application.

It is up to the primary cardholder and/or co-applicants to decide whether to permit authorized users to log in to your Visa account. An authorized user is a person who has been given permission by the primary cardholder and/or co-applicants to have a Visa Card and make transactions that are charged to your Visa account.

If you need help, talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472 24 hours a day, 7 days a week.

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Q: Where do I find the 3 digit Signature Panel Code?

A: The 3 digit Signature Panel Code is located beside the signature panel on the back of your Visa card. In order to register, you must have your Visa card in front of you.

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Q: How do I log in?

A: Go to myvisaaccount.com any time after you have received your email confirmation of your registration. Enter the user name and password that you selected, and click the log in button. If you experience any problems logging in, talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.

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Q: I've registered. Why can't I log in?

A: There are four possible reasons:

  1. You entered your user name and password incorrectly. User names and passwords are case sensitive.
    • If you forgot your user name, talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.
    • If you forgot your password, click on the "Forgot your password" link located on the log in page and follow the steps. A temporary password will be created and sent to the e-mail address we have on file. Please be prepared to change your password the next time you log in to my Visa account online service. After using the temporary password to log in, you will be required to enter it in the Old Password field when prompted to change your password.
  2. You have tried to log in three times in a row with the incorrect user name or password. For security reasons we have limited the number of log-in attempts, and online access to your Visa account will be suspended. To restore your user name and password, talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.
  3. Your registration was not processed properly. talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.
  4. There are problems with your Internet connection or with our system, check your connections and try again later.

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Q: How do I change my e-mail address?

A: Keep your email address current because we will email you a temporary password should you forget your current password.

  1. Click Update Profile. Your online profile page will appear.
  2. Type your new address in the email address box.
  3. Click Submit, the system will then be updated with your new email address.

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Q: What does 'user name not valid' mean?

A: This means that the user name you just entered is either different from what you chose when you first registered, or you've entered it incorrectly. Remember that the user name is case sensitive, so it is important to make sure that you're using the same combination of upper and lower case letters as when you first registered.

If you need to find out what your user name is, talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.

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Q: How do I change my user name and password?

A: You cannot change your user name after you first registered. Your user name is what connects you at log in to your Visa account online service. However, you can change your password and you are encouraged to do so from time to time.

To change your password:

  1. Click Update Profile. Your online profile page will appear.
  2. To confirm your identity, type your old password in the Old Password box.
  3. Type your new password in the New Password box.
  4. Verify your new password by typing it in the Verify New Password box.
  5. Click Submit. The system will be updated with your new password.

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Q: How do I change my security question and answer?

A: You can change your security question and answer in the Update Profile section after logging in.

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Q: I forgot my security answer. Who do I contact for help?

A: If you forget your security answer, click on the "Forgot your password" link located on the log in page. Enter your user name and email address and click Next. Click on the link for "forgot security answer" and complete the required information. A temporary password will be created and sent to the email address we have on file. Please be prepared to change your password and security answer the next time you log in to my Visa account online service.

If you need help, talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.

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Q: Does the computer registration feature (which registers a cardholder's frequently used computers) mean I can't log in to my Visa account online from any public computer, or when I'm traveling?

A: You can log in to your Visa account online from any computer connected to the Internet. When you are logging in through a computer that is not registered, like a friend's or a public computer, you'll have to answer your security question so that we can make sure it is really you who is attempting to access your Visa account information.

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Q: I previously registered my computer, why am I being prompted to answer my security question?

A: Your computer is registered with what is known as a "cookie". If you have cleared your browser cookies recently, you will need to select "Register this computer" again.

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Q: I forgot my password. Who do I contact for help?

A: If you forgot your password, a temporary password can be created and sent to the email address we have on file. Please be prepared to change your password the next time you log in to your Visa account. After using the temporary password to log in, you will be required to enter it in the Old Password field, and you will be also be asked to change your password.

If you need help, talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.

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Q: Can I use special characters in my password?

A: Yes, you can use special characters in your password, and include any combination of upper and lower case letters as you want.

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Q: Is my Visa account information secure?

A: Yes, your Visa account information is only available to you through your user name and password. Your log-in will time out for your protection, but remember to ensure you log out and close your browser when you are done.

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Q: How do I update my profile information?

A: To update "My Profile" information on your Visa account, including your billing address, home and work phone numbers, talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.

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Q: How do I add additional Vancity Visa account(s) I hold under my user name?

A: To add another Vancity Visa account to your existing user name, log in to your Visa account and click on the Register Another Account link. When you click on that link, you will be presented with a page where you can enter your other Visa account information.

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Q: Where would I go to view my additional Visa account(s) that I have added?

A: You can access your additional Visa account(s) through your existing user name if you have registered it using the Register Another Account feature. To access the additional account(s) information, click on the drop-down menu under the Active Accounts tab and select the account you would like to view. You will be able to see detailed activity on your additional account(s).

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Q: How do I remove online access to an additional Visa account I previously added under my user name?

A: Click on the Delete Accounts link located under the Active Account tab. You will be presented with a list of Visa accounts under your user name.

To delete online access to an additional Visa account, simply click the Delete link next to the account you wish to delete. You cannot delete the Visa account you are currently viewing. If you want to delete this Visa account, please switch to another account by selecting another account from the drop-down menu. Please note that this does not close or cancel your Visa account(s), but only removes your online access to the account(s). You can add the account(s) back if you wish at any time.

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Q: How do I download transaction details so I can use them in money management software?

A: Once you've logged in to your Visa account online, you can download transaction details for the current and the past 12 statement periods into several different file formats. Refer to your money management software to determine the file type required.

To download transaction details click on the Transactions tab and select the period you wish to download. Select the appropriate format and click Download and then save the file to your computer.

Be sure you choose the file destination carefully as you will need to locate the file later to import into your money management software. You will need to follow the instructions of your software as to how to import these files.

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Q: Why can't I see past transactions on my Visa account?

A: There could be a number of reasons why you cannot see any transactions:

  1. If you have recently reported your card Lost or Stolen, your Visa account will have been transferred to a new number. Your user name and password is 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 Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.
  2. Your account may have gone through the billing cycle and your transactions have moved into past statement periods, select the period you wish to view from the drop down menu and click Go.

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Q: I reported my card lost or stolen, do I need to register again using my new Visa account number?

A: No, your user name and password have been transferred to your new Visa account number.

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Q: Why do I get bounced back to the welcome page when I try to view my transactions even after I have logged in?

A: There are a few reasons why this may happen:

  1. Your computer may be saving previous visits to the site in your browser cache. Depending on your settings, the page may not be refreshed at each visit to the site. For instructions to clear your computer cache or change your browser settings, please refer to your browser Help section.
  2. Your cookie settings are too high, or you've set your computer to restrict cookies. Myvisaaccount.com requires you to accept cookies in order to function correctly.
  3. You have installed third party cookie blocking or security software that is preventing you from accessing the site. Please refer to the software instructions on how to unblock these settings or add myvisaaccount.com to the safe zone.

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Q: Why can't I see transaction details that are older than the previous 12 statement periods?

A: Vancity's Visa account information service currently stores transaction details for the past 12 statement periods. If you require transaction details that are older than these periods, you can ask for hard copies of old statements and a $2 fee per statement will apply. Talk to a Vancity Visa Cardholder Care representative by calling 604.877.4999 or toll free at 1.800.611.8472, 24 hours a day, 7 days a week.

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Q: Why are my user name and password auto-filling when I log in?

A: You have your browser set to auto complete passwords and forms. Please refer to your browser help for instructions on how to turn off auto complete if you want.

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Q: Can I make payments to my Visa account through myvisaaccount.com?

A: You cannot make Visa payments using through myvisaaccount.com.

However, you can make your payments to us in the following ways:

  • by mail - our address appears on your statements. If you send your payment by mail, we may receive it only after several business days. You are responsible for making sure that your payments reach us on time, even if there is a postal strike or other disruption in services, for example. The date of your payment is considered made on the date we receive your cheque.
  • in person at a Vancity branch or at branches of other financial institutions that accept payments for Vancity or Citizens Bank Visa Accounts. The date of your payment is considered made on the same business day you make the payment.
  • through online banking at Vancity or other financial institutions. The date of your payment is considered made on the same business day you make the payment.
  • on the phone through our enviro Visa 24-hour account information line if you are making a payment from a Vancity savings or chequing account. The date of your payment is considered made on the same business day you make the payment.

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Q: Why can't I see all the transactions I've made right away on my Visa account?

A: On the day you use your Visa card to make a purchase (referred to as the Transaction Date), merchants put through an initial authorization to ensure there are sufficient funds to complete the transaction. These authorizations may take a few days to post to your account. Once these transactions are posted to your Visa account (referred to as the Posting Date), they will be listed under the Current Transactions section and will be reflected in your Current Balance.

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