Manage your credit card

Please call us right away so that we can cancel your card and send you a new one.

Report a lost or stolen card:
Metro Vancouver: 604-708-7810
Toll-free: 1-888-990-9691
International toll-free number (outside of Canada and the US): IAC-800-500-0707-0
(IAC = International Access Code, varies by country)

If you can’t speak to us immediately, please log in to Manage my Visa card, and go to “Manage card controls” to lock your card and block card usage.

To lock your card and temporarily block all transactions, log in to Manage my Visa card, go to “Manage card controls,” and hit the card lock/unlock toggle.

To unlock your card, hit the toggle again.

If you’re unable to find your card, call us at 1-888-990-9691 to report it as lost.

Please note recurring transactions, fees, and interest will continue to be processed even if your card is locked.

In order to pay an enviro Visa card bill online or by mobile app, log in to digital banking and add your enviro Visa account as a Payee. For detailed steps, visit our learning hub.

If you suspect there has been an incorrect charge on your credit card statement, you must contact the merchant first as they can often correct the mistake and resolve the issue and/or provide a refund.

If you were unable to resolve the issue directly with the merchant, follow these steps to initiate a dispute:

Retail Cardholders:
Log into digital banking and follow these steps these steps:

1. Click your linked credit card associated with the transaction in question.
2. Once on the “Visa Card Activity” page, click the “Manage My Visa Card” tab.
3. Select “Transaction Dispute (Non-Fraud)” from the list of self-service options.
4. Complete the Transaction Dispute form.
5. Alternatively, you can initiate a transaction dispute by contacting Card Services by calling 604-877-4999 or toll-free 1-800-611-8472.

Business Cardholders:
To initiate a transaction dispute, you must contact Card Services by calling 604-877-4999 or toll-free 1-800-611-8472.

For more information on how to dispute a transaction on your enviro Visa card check out our learning hub.

If you’re the Primary Cardholder or an Account Administrator, there are two ways you can change your PIN:

• Online at Manage my Visa card, or
• Call us 24/7 at 604-877-4999 or 1-800-611-8472 (toll-free)

If you’re an Authorized User, you will need to call to change your PIN. You won’t be able to do it online.

How to change your PIN online (for Primary Users and Account Administrators)

1. Log into the Manage my Visa card portal.
2. Select “change PIN” from the “I want to…” menu.
3. Enter your new PIN. Confirm your PIN and select “Submit” to update your PIN.
4. You should get an email notification that your password has been updated.
    

How to change your PIN by phone (for Primary Users, Account Administrators and Authorized Users)

1. Call us at 604-877-4999 or 1-800-611-8472 (toll-free) and follow the prompts to change your PIN.
2. Enter your 16-digit account number, date of birth and phone number associated with the account to verify your identity.
3. Enter in the PIN currently associated with your card.

You may also want to know…

• Who are Primary Cardholders and Authorized Users? (for personal use cards)
• Who are Account Administrators and Authorized users? (for business use cards)

If you’ve forgotten your PIN, you’ll need to request a new one. Call Card Services, available 24/7, at 604-877-4999 or 1-800-611-8472 (toll-free). We’ll mail you a new PIN, which should arrive within 5 to 7 business days.

Before you change your credit limit, check to see if you have the appropriate account access and authority to make the request:

Personal cards:
Only Primary Cardholders can request credit limit changes for these cards:

• enviro Visa Classic
• enviro Visa Gold
• enviro Visa Infinite
• enviro Visa Infinite Privilege

To change your credit limit, you can complete a Credit Limit Request Form in Digital Banking.

You can also initiate a request to change your credit limit in digital banking by following these steps:

1. Log on to Digital Banking.
2. Click your linked credit card you want to change the limit on.
3. Once on the “Visa Card Activity” page, click the “Manage My Visa Card” tab.
4. Select “Credit Limit Request” from the list of self-service options.
5. Complete the Credit Limit Request form.

Alternatively, you can initiate a request to change your credit limit contacting Card Services by calling 604-877-4999 or toll-free 1-800-611-8472.

Business cards:
Both the Authorized Signatory(ies) and the Guarantor(s) (if applicable) must authorize and sign for the credit limit change if you have one of these business cards:

• enviro Visa Business
• enviro Visa Infinite Business

Give us a call to discuss at 604-877-4999 or toll free at 1-800-611-8472.  We’re available 24 hours a day, 7 days a week. 

For more information on how to change your enviro Visa card credit limit, check out our Learning Hub. 

You can order supplementary cards (aka additional cards) for Authorized Users, such as friends or family members. Each supplementary card will have the Authorized User’s name on it and their own unique credit card number.

Supplementary cards are part of the Primary Cardholder’s Visa account and the transactions will appear on their statement. Vancity will only take instructions about enviro Visa accounts from the Primary Cardholder.

Authorized Users will be able to tell us if their card has been lost, stolen, or used without their authority. They can also view their transactions in digital banking. If they’re Vancity members with Personal banking, they can also view transactions in the mobile app.

It’s important to note that Authorized Users don’t build credit history by using their card.

You can find more information about supplementary cards, including how many you can add and any fees that may apply, by visiting the page for your specific credit card.

For more information or to order supplementary cards for your account:

Call us 24/7 at 604-877-4999 or 1-800-611-8472 (toll-free)
Visit your nearest community branch

To switch your enviro Visa Classic, enviro Visa Gold, enviro Visa Infinite, or enviro Visa Infinite Privilege card to a different personal use Visa product, you can complete a Product Change Request Form in digital banking.

You can also initiate a product change request in digital banking by following these steps:

1. Log on to digital banking.
2. Click your linked credit card that you want to change or upgrade.
3. Once on the “Visa Card Activity” page, click the “Manage My Visa Card” tab.
4. Select “Product Change Request” from the list of self-service options.
5. Complete the Product Change Request form.

Alternatively, you can initiate a product change request by contacting Card Services by calling 604-877-4999 or toll-free 1-800-611-8472 or contact your local community branch to change your card.

Business Cardholders (Account Administrators only):
To initiate a product change request, you must contact Card Services by calling 604-877-4999 or toll-free 1-800-611-8472.

For more information on how to switch to a different enviro Visa card, visit our learning hub.

No, we have fraud detection systems in place to protect your accounts from suspicious or unauthorized transactions.

We recommend making sure your contact information is up to date in digital banking or Manage my Visa card in case we need to reach you at home or while travelling.