Credit Card FAQs
- Why has BlueShore changed credit card suppliers?
As of August 31, 2018, our former credit card supplier, CUETS Financial, stopped providing credit card services to Canadian credit unions. In light of this, we have entered into a new partnership with Collabria Financial, the credit card organization selected by the national Canadian credit union system.
- Why did we select Collabria?
When we were informed that CUETS was no longer providing card services to Canadian credit unions, we evaluated the Canadian credit union system’s selected supplier, Collabria Financial. We believe it is very competitive and meets the needs of our clients. Collabria provides a wide range of credit cards with benefits that in many cases surpass those our currently supplier offers (including the ability to now provide a U.S. dollar credit card – something many clients have been asking for). Annual fees are typically lower for the same level of benefits. Certain products also feature a generous rewards program and enhanced insurance benefits.
Getting your new card
- How will I get my new card?
In the last few months, we have contacted all active cardholders to discuss which card is the best match for their current card (or which now best meets their needs if circumstances have changed). Any BlueShore client is free to apply directly by visiting the BlueShore Collabria site.
- Are the new cards available now?
Yes, the new cards are now available and applications can be processed at any time. Once your application has been approved, you will typically receive your new card in 7-10 business days.
- How will the card arrive?
Once your application has been submitted, you will receive confirmation emails directly from Collabria. Your card will then arrive in the mail 7-10 days after your application has been approved. Your PIN will arrive shortly thereafter in a separate mailer.
- I have a Mastercard as part of my Premium Chequing account package. How will that work?
The Premium Chequing account package will include either the new World or Travel Rewards Gold Collabria Mastercard. The World Mastercard is well aligned with the World Elite or Platinum Mastercard you may have now; however, the final decision is up to you (subject to credit qualification). Learn more about both of these cards here or use our comparison tool. Please note that the annual card fee rebate that is part of Premium Chequing only applies to BlueShore Collabria Mastercards; if you continue to use the CUETS card, you will be responsible for the annual fee.
- What are the key differences in the cards?
In general, you will find that the suite of Mastercards offered by Collabria is very similar to that offered by CUETS. Fees are comparable or slightly less. Rates are comparable as is the rewards program structure. The insurance benefits are better for premium Collabria cards (e.g., World, Travel Gold Rewards, US Dollar, Platinum Business) with up to $5 million and 48 days coverage vs. the equivalent $2 million and 15 days coverage on CUETS cards.
- Where can I find full details on the suite of products and features?
Our website provides information on the full suite of products and features.
- Are there business cards?
- Is there a U.S. card?
The Collabria suite of Mastercards includes a premium U.S. Dollar card, something that we know many of our clients have been asking for. The card includes comprehensive travel insurance benefits and rewards points.
- What do the new cards look like?
They are very “BlueShore”! The cards have been customized to reflect our West Coast brand and aesthetic. We think you will be proud to have one in your wallet.
Transitioning the new card
- What will happen to the reward points on my current card? Will points transfer from the CUETS card to the Collabria card?
Your CHOICE REWARDS points will not transfer to your new card; Collabria has its own points program. If you choose to cancel your CUETS card, be sure to cash out or use your points for merchandise or travel. Note, if you are redeeming CHOICE REWARDS points for cash, you must redeem in 5,000 point increments ($50 value).
- How do I transfer my credit card balance to my new Collabria Mastercard?
Your Collabria credit card allows you to consolidate other balances you may have onto one card. Simply call Collabria Cardholder Service at 1.855.341.4643. Please have the billing and account information for the balances that you wish to transfer available.
- Will I have to re-establish my preauthorized payments that I have set up with my current Mastercard?
Yes, you will need to set up preauthorized payments to your new card. We recommend that you note the ones you have on your CUETS card. To make this a little easier, we’ve developed a handy checklist of all the different payment types you may have linked to your current card.
- I’ve recently purchased an airline ticket using my current Mastercard. What happens with the travel insurance if I cancel the card?
If you have booked a holiday or business trip with your current Mastercard, we suggest you keep the card until the trip is completed to ensure that any trip cancellation or insurance coverage continues to apply. However, please check your card expiry date to make sure you aren’t liable for another year’s CUETS fee during this interim period.
- What will happen to my CUETS card when I get the new Collabria card?
Your CUETS card will continue to work. If you do not cancel your CUETS card, you will receive a new "non-BlueShore" card from CUETS now that our business relationship with them has expired.
- Will I still be able to make payments on my CUETS card and see my CUETS card balance and transaction information in Online Banking?
Because our relationship with CUETS ended August 31, card balance and transaction information is no longer available. You can still make payments to your CUETS card – if you have already set it up for online bill payments, it will still appear as a vendor within Online Banking.
Card usage and management
- Can I still make cash advances with the new card?
Yes, cash advances will be available at any ATM carrying the Mastercard or CIRRUS logo, including BlueShore ATMs. The limit is $800.
- Will I be able to make a payment to my Mastercard account using BlueShore’s Online Banking?
You will be able to make payments to your Collabria card using Online or Mobile Banking. You will simply select Collabria Mastercard from the list of vendors presented within Online Banking using the Add Payee function.
- Will I be able to view my Collabria Mastercard balance and transaction details through Online Banking.
Currently this feature is not available; however, Collabria is working with our Online Banking provider, Central 1 Credit Union, to integrate this information within Online/Mobile Banking and we hope to have it available later in 2018. In the interim, you can manage your credit card accounts and make payments online through Collabria’s MyCardInfo site.
- Can I set up an automatic balance payment within Online Banking?
You can set up a recurring bill payment for any company; however, you will not be able to automatically pay off the balance owing on your Mastercard.
- Is there a Collabria Mastercard site that will provide complete transaction details and histories, points redemption, and more?
Yes, there is an excellent Collabria site where you can find everything you need to know about your account. MyCardInfo is Collabria’s online account management tool where you can access account information 24/7. There is also a separate website where you can browse rewards categories and redeem your points, called FlexRewards.
- Do the Collabria cards support both chip and contactless (tap) technologies?
Yes, the Collabria cards support both. You can simply tap your Mastercard on secure readers for quick and convenient payment at retailers that offer this capability (typically available for transactions of $100 or less).
- Do business cards offer a revolving limit as well as a consolidated monthly limit option?
All three business Mastercards offer either individual or consolidated payment options.
Using your new BlueShore Financial Collabria Mastercard
Activating your account and your PIN
- How do I activate my account?
When you receive your card, you must activate it by calling the number on the sticker affixed to the front of your card. You will be asked for your credit card number, your date of birth and the CVV number on the back of your card. Your card will be automatically activated. Once this is done and you have received your PIN (in a separate mailer), you can begin using your card.
- How do I get a PIN?
Shortly after you receive your new card, you will receive a PIN mailer, sent separately for your protection. You can use the PIN provided in the mailer or change it to something that you can more easily remember.
- How do I change my PIN?
You can change your PIN at any BlueShore ATM or by calling Collabria Cardholder Service at 1.844.788.2725. Please note that you must know your current PIN to change it at an ATM.
- What if I forget my PIN?
If you forget your PIN, you can call 1.844.788.2725. The Collabria Cardholder Service will verify your identity through a series of security questions and will provide you with a new PIN that you must use within a specific period of time as well as instructions on how to activate your new PIN.
- I ordered two cards as co-applicants. How do I handle the PIN process?
If you ordered a secondary card under one account for joint credit, perhaps for your spouse or a business partner, the two cards and their associated PIN mailers will be mailed directly to the person. Each cardholder will receive their card and their PIN separately to activate.
- I ordered two different types of cards at the same time. How will I know how to match the PIN with the right card?
If you ordered more than one card at the same time – for example, a World Mastercard and a U.S. Dollar or Business Mastercard, you might receive the PIN mailers at the same time as well and not know which PIN belongs to which card. As the details of PIN mailers are confidential, the best solution is to follow the “Changing Your PIN” option as described on the mailer and select a new PIN for each card.
- How can I make a payment?
Much like how you pay your credit card bill today, you can make a payment through Online Banking, at the branch, at a BlueShore or other credit union ATM, or through Collabria’s MyCardInfo card management site. There are conditions regarding the U.S. card – please see details below.
- Can I use BlueShore Online Banking to make a payment on my U.S. card?
Payments on the U.S. card can only be made in U.S. funds. If you have a USD savings or chequing account with BlueShore (or another financial institution), you will be able to make a payment using that account – either through Collabria’s MyCardInfo site or at a branch.
- Can I set up an automatic payment to make a regular payment or pay off my balance each month?
Not at this time, but we are working with our credit card partner, Collabria, to reintroduce this feature.
Managing your account
- Where can I check my balance, review transactions, verify and make payments and other card management activities?
MyCardInfo is Collabria’s online account management tool where you can access account information 24/7. You can register for a MyCardInfo account as a Collabria cardholder. With MyCardInfo, you can check current balances, review recent activities, verify the last payment made, make payments, view eStatements and more.
- How do I enroll in MyCardInfo?
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 bottom of the page and you’ll be redirected to the enroll/login page. Click “Enroll” to get started.
- What if my Username or Password does not work?
If you encounter any questions or concerns that are not answered by the online instructions during your enrollment or login process, call Collabria Cardholder Service at 1.855.341.4643 for assistance.
- I have more than one card. Can I manage both within MyCardInfo?
You will need to enroll in MyCardInfo for each card with its own unique user name and password. So for example, if you have a personal card, a U.S. card and a business card, each one will require a separate MyCardInfo account.
- Is MyCardInfo safe?
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 Collabria Cardholder Service at 1.855.341.4643 for assistance.
- What types of rewards does Collabria’s points program, FlexRewards, offer?
FlexRewards offers a wide range of ways to redeem your points – from adventure activities to cruises, flights and hotels, to event tickets, merchandise and gift cards. You can even get cash back to apply as a statement credit. Full FAQs can be found on the FlexRewards catalog site for each category.
- How do I manage my rewards points?
The FlexRewards catalog is a separate website where you can browse rewards categories and redeem your points. This requires a unique registration and login, but once you’re logged in, the site displays your available points.
- Can I purchase points?
If your points balance is insufficient to obtain a desired reward, you may be able to supplement your points through a charge to your account. The additional cost of the reward will be shown at the check-out area of the rewards site.
- Is there a cap on how many points I can redeem?
You are allowed to redeem a maximum of 80,000 points ($800 value) within a statement cycle.
- Is there a minimum number of points I can redeem?
- The minimum number of points you can redeem is 2500 ($25 value).
- How are rewards points calculated on purchases made in a foreign currency?
Reward points are calculated on the converted Canadian dollar amount.
Alerts and security
- How can I protect my card and help prevent fraud?
If there is any unusual purchase activity, Collabria will contact you immediately to determine if there are unauthorized actions associated with your account. You can also sign up for real-time fraud text alerts that are sent directly to your mobile phone. These alerts can help you prevent fraudulent transactions from occurring on your card. Enrolling is easy and this service is free. (Standard text messaging rates may apply.) Learn more.
- Are there ways to protect fraudulent use of my card if I shop online?
Online shopping is more popular than ever, and 3D Secure gives you an extra layer of protection to help prevent online fraud. Even if someone knows your card number, the purchase can’t be completed without your SecureCode at a participating merchant.
- Am I liable for purchases on my card that were not made by me?
Collabria Mastercards provide zero liability. You can shop with complete confidence – online or in stores. You’re only responsible for purchases you’ve authorized on your Mastercard account.
- Are there other types of alerts that I can set up with my Collabria card?
At this time, only fraud-related alerts are available. Account management alerts such as statement availability and account balance thresholds are currently unavailable.
Other services and more information
- What are some of the other services Collabria offers?
Collabria offers the full suite of Mastercard Global Services to help you with reporting a lost or stolen card, obtaining an emergency card replacement or receiving an emergency cash advance. In Canada and the U.S.:1.800.MC.Assist (1.800.622.7747); International Collect: 1.636.722.7111.
- Are there more FAQs on the BlueShore Financial Collabria website?
The BlueShore Financial Collabria website has detailed information on all the cards and extensive FAQs.
- Who do contact if I have any questions?
If you are unable to find the information you need, have a question about your account, have lost your card or suspect that your card was stolen, call Collabria Card Service 1.855.341.4643. If you would like advice on which Mastercard is right for you or guidance on managing credit, please contact us at 604.982.8000 or toll-free 1.888.713.6728.