FAQs – Intact^ Prepaid Visa* Cards issued by RBC®

Do the Cards have expiry dates? [back to top]
Yes, expiry dates are required in order to process Visa transactions. The expiry date can be found on the front of the Cards. Cards expire on the last day of the month and year indicated on the Card. If there is a balance on your Card after it has expired, you may contact your Intact claim adjuster and you will be issued a cheque for the remaining balance.

Is my Card a credit card? [back to top]
While they look like credit cards, the Cards are actually prepaid/stored value cards. Funds are initially loaded to the Card and when purchases are made, amounts are deducted from the Card until the balances reach $0.

Where can I use my Card? [back to top]
You can use your Card to make purchases wherever Visa cards are accepted1, including online, by phone, at retail locations and at ATMs. To withdraw cash at an ATM you must first call 1-855-228-8885 to obtain your personal PIN number.

Can I make recurring payments with my Card? [back to top]
Cards cannot be used for recurring payments such as membership fees or other monthly bills. These transactions will not be authorized by merchants.

Can I return merchandise paid for using my Card ? [back to top]
For merchandise returns and credit vouchers, please deal directly with merchants. Be sure to keep your Card and purchase receipts (even after the balance is depleted) as you may be asked to present them in order to process the return. If the merchant’s policy is to credit the Card used for purchases (rather than provide cash or store credit), the available balance on your Card will be increased by the amount of the refund within two to three days of the return.

Can I check my balance on my Card? [back to top]
You can check your Card balance at any time online at prepaidcard.intactfc.com or by calling 1-855-228-8885 as long as you have your Card number, access code and security code available. Intact is covering the $2 fee that is charged when you call

What happens to unused Card balances upon expiry? [back to top]
If there is a balance on your Card after it has expired, you may contact your Intact claim adjuster and you will be issued a cheque for the remaining balance.

Can I use my Card at an ATM? [back to top]
Your Card may be used to withdraw cash at an ATM. To withdraw cash at an ATM you must first call 1-855-228-8885 to obtain your personal PIN number. A $5.00 fee is charged for all ATM withdrawals outside of Canada. Additional fees will also be charged by ATM service providers other than RBC.

Is there a PIN for these Cards? [back to top]
You must call 1-855-228-8885 to obtain your personal PIN number. It may then be used to withdraw cash at an ATM.

Can Cards be replaced if they are lost or stolen? [back to top]
Yes, Cards will be replaced if lost or stolen. Lost or stolen Cards should be reported immediately by calling toll-free 1-855-228-8885. A Replacement Card will be issued and any available balance will be transferred to the new Card, less a $15.00 Replacement Card fee that will be deducted from the Card's available balance. You can see your Card balance at prepaidcard.intactfc.com as long as you have your Card number, access code and security code available. With the Card you are also protected against unauthorized use, provided you take reasonable precautions as set out in the Card agreement.

Can Cards be used for restaurant bills? [back to top]
Yes. However, in order to ensure there are sufficient funds available on the Card, certain merchants require that a temporary hold be placed on funds (up to an additional 20%) in advance of providing goods or services. This is normal practice, and it can take some time for the holds to clear.

Can Cards be used for hotel reservations or for car rentals? [back to top]
Yes. However, in order to ensure there are sufficient funds available on the Card, certain merchants require that a temporary hold be placed on funds (up to an additional 20%) in advance of providing goods or services. This is normal practice, and it can take some time for the holds to clear.

Are there any usage fees associated with the Card ? [back to top]
There are no usage, maintenance or inactivity fees charged to the Cards. Click hereto view the various fees and charges that may be applicable to the Cards

Who can I contact to discuss a dispute or declined transaction? [back to top]
To discuss a dispute or declined transaction, please call, toll-free 1-855-228-8885.

Can I make a split payment using my Card? [back to top]
To make a purchase that is greater than the balance on the Card, you should let the merchant know in advance that you will be splitting the payment (Note: some merchants may not be able to handle multiple forms of payment). You should then advise the merchant of the amount available on the Card and use a second form of payment – credit card, debit card, cash or cheque – to cover the difference. You should be aware of the balance available on the Card in advance of making a payment as merchants do not have the ability to check balances. Balances can be checked online at prepaidcard.intactfc.com or by calling toll-free 1-855-228-8885 as long as you have your Card number, access code and security code available.

What should I do if a merchant will not accept a Card as a form of payment? [back to top]
Should a merchant refuse to accept a Card as a means of payment, contact 1-855-228-8885. The following information should be provided by the Cardholder:
  • Name of the Cardholder
  • Card number (***DO NOT include the Card number when sending an email)
  • Transaction date
  • Transaction amount
  • Name of the merchant
  • Address of the merchant
  • Reason given for the refusal
  • You may receive a follow-up call to discuss the resolution

Can I use the Card at the pump, at gas stations? [back to top]
Difficulties may arise when paying with your Card at "pay at the pump" kiosks. We recommend using your Card to pay the cashier inside the gas station.

Can Cards be used outside of Canada? [back to top]
Cards can be used while travelling outside Canada, but they do not include Chip technology. Some merchants may not be familiar with these types of Cards, so it is recommended that you have another form of payment (credit card, debit card, cash or traveller's cheques) available when making purchases, to avoid potential processing problems or delays. If Cards or Card numbers are used outside of Canada or if amounts are charged in a foreign currency, the transaction will be converted into Canadian dollars no later than the date we post the transaction to your Card at an exchange rate that is 2.5% over a benchmark rate Royal Bank of Canada pays the payment card company on the date of conversion. The transaction can be viewed on the Card transaction history.

My Card does not have my name embossed on it - do I need to sign the sales receipt? [back to top]
While your Card may not have your name on it, you will still need to sign the back in order to use it. When making a purchase you will sign the receipt and the merchant should compare that signature to the one on the back of the Card to process the payment.

How do I contact RBC Royal Bank about the Card? [back to top]
If you need help or have questions about your Card, please call toll-free at 1-855-228-8885. Or, you can write at the following address: Royal Bank, P.O. Box 1167, 31 Adelaide Street East, Toronto, Ontario, M5C 2K6. If you have a complaint about the Card, RBC has a complaint/dispute resolution procedure in place for dealing with these problems. RBC will tell you all about it if you ask. RBC also publishes a brochure - "How to make a complaint" - which explains that procedure. You may obtain a copy of this brochure at any Royal Bank branch.

How do I change my address? [back to top]
To manage your Card including changing your address, visit prepaidcard.intactfc.com as long as you have your Card number, access code and security code available.



® Trademark(s) of Royal Bank of Canada. RBC and Royal Bank are registered trademarks of Royal Bank of Canada.
^ Trademark of Intact Financial Corporation, used under license.
* Registered trademark of Visa International Service Association, used under license.
‡ All other trademarks are the property of their respective owner(s).
1 Cards may be used to make purchases anywhere in the world where Visa cards are accepted. Cards cannot be used to make financial payments.

© 2014 Copyright Intact Financial Corporation - All rights reserved