Transitioning to your new Business Mastercard®

Transitioning to your new Mastercard

 

What's Happening?

We’re always looking for ways to provide our members with remarkable experiences. That’s why we’re excited to provide you with an enhanced Business Mastercard® offering from Collabria.

This transition will take place June 15 at 10 p.m. PST, at which time your existing CUETS Mastercard(s) will stop working. In preparation of this switch to our new credit card provider, new replacement Mastercard(s) and PIN details will be mailed to you and will arrive before June 15. Your new card(s) will need to be activated by you after 11 p.m. PST on June 15.

If your replacement Mastercard has not yet arrived, please contact our Member Contact Centre at 1-877-664-7111 and a representative will be happy to assist you:

Monday – Friday, 8 a.m. – 8 p.m.
Saturday, 8:30 a.m. – 4 p.m.
Sunday, 8:30 a.m. – 4 p.m.

Please review the information in the sections below for full details on what to expect and what action is required by you to ensure a smooth transition to your new Mastercard.

 

The Transition

When your Mastercard stops working on June 15
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When on June 15 will my existing Mastercard(s) stop working? Your existing credit union Mastercard(s) will stop working at 10 p.m. PST on June 15.This is a necessary step that must take place to enable activation of your new replacement Mastercard(s).

What will happen if I try to use my current card(s) after 10 p.m. on June 15? Any transactions that take place after 10 p.m. PST on June 15, including pre-authorized transactions, will decline. Your replacement card(s) will need to be activated by you any time after 11 p.m. PST on June 15 and can be used immediately.

How long will I be without access to my credit card account? There will be a one-hour disruption to your credit card account between 10 p.m. – 11 p.m. PST on June 15; the timeframe in which your existing Mastercard stops working (10 p.m.) and you’re able to activate your new replacement card(s) (11 p.m.).

Do I need to keep my disabled credit union Mastercard after 10 p.m. June 15 or can I destroy it? If you have booked travel or make other reservation arrangements that will require you to show the credit card you made the reservation with, be sure to keep your disabled card. Otherwise, you can simply destroy your old card after 10 p.m. June 15.

Can I transition to my new card earlier than June 15? No. To ensure your credit card account information such as balance details, statements and transaction history and, if applicable, reward points automatically transfer to your new replacement card(s), you will need to complete the transition process taking place on June 15.

Should I have an alternate method of payment on hand? Yes. Although we do not anticipate any challenges, it is always encouraged to have more than one form of payment available in these circumstances.

I don’t want to go through this process. Can I keep my existing card? No. Valley First changed credit card providers on Jan. 1, 2018 to provide you with improved card benefits and support. As a result, all cards are being transitioned and your existing Mastercard will stop working at 10 p.m. PST on June 15.

Will my existing card number and PIN be the same on my new card? No. Your new Mastercard from Collabria will have a different card number and a different PIN. Once you have activated your new replacement Mastercard you will be able to change your PIN if desired. If you have pre-authorized transactions set up on your existing credit union Mastercard, you’ll need to contact the merchant to provide your new card number. If you pay your bill using online banking, you’ll also need to update that bill vendor and card number.

What happens to my Mastercard account information and rewards points? At 11 p.m. PST on June 15, your Mastercard account information such as balance details, statements and transaction history and, if applicable, reward points will automatically transfer to your new replacement card.

Credit limits and interest rates
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Will my credit limit remain the same? Yes. There will be no change to your credit limit. Guaranteed cards, also referred to as cash secured cards, will also keep the same limit.

Can I request a different credit limit? Yes. After you have activated your new Collabria Mastercard, you can apply for a different credit limit by contacting Collabria Card Services at 1-855-341-4643—the number that appears on the back of your new Mastercard.

Will my interest rate remain the same? In many instances the interest rate on the new card options will be lower than existing rates; however, this depends on the replacement card you receive. For full details, please review the card features and benefits section in the, ‘Your New Card’ tab above.

Will my balance transfer promotional rate continue on my new Mastercard? Yes. The rate and timeframe of the balance transfer promotion you previously received remains the same and abides by the same terms and conditions.

Annual fees
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When will the annual fee be due on my new Mastercard? If an annual fee is applicable to your new Mastercard from Collabria, your annual fee anniversary date will not change from what it was on your previous CUETS Mastercard. For example, if your previous CUETS annual fee was in December, then your new Collabria annual fee won’t be due until December.

Your New Card

Card and PIN delivery
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When will I receive my new card and PIN information? You will receive your new replacement card(s) and PIN information in two separate mailings for security purposes. These will both arrive before June 15. For Consolidated Pay accounts with multiple cards, all replacement cards and associated PIN details will be sent to the mailing address of the primary account. Please ensure the replacement cards and PINs are distributed to each individual cardholder for them to complete the activation process after 11 p.m. PST on June 15.

If I have multiple CUETS Mastercard’s being replaced, how can I tell which PIN mailer belongs with which card? You can tell the two apart by looking at the card carrier (the letter your replacement card is attached to) information below the credit union and cardholder name. Below this, is a line that includes alphabetic characters and numbers and the last group of numbers will align to the numbers on the appropriate PIN mailer as shown in the samples below.

Card carrier sample

PIN mailer sample

What if I haven’t received my new card or PIN information by June 15? At any time on or after June 16, contact Collabria Card Services at 1-855-341-4643. Once you’ve selected your preferred language select option 3 for “other card services” and a Collabria representative will assist you.

What if I won’t be in town when my new Mastercard arrives? You can simply activate it upon your return. However, please ensure you have an alternate payment method as your existing Mastercard will stop working on June 15 at 10 p.m. and you will not have access to your credit card account until you activate your new replacement card(s).

Will my card number and PIN be the same as my previous card? No. Your new Mastercard from Collabria will have a different card number and a different PIN. Once you have activated your new replacement Mastercard you will be able to change your PIN if desired. If you have pre-authorized transactions set up on your existing CUETS Mastercard, you’ll need to contact the merchant to provide your new card number. If you pay your bill using online banking, you’ll also need to update that bill vendor and card number.

What if my new Mastercard doesn’t meet my needs? We have a wide-variety of new card options for you to choose from if you feel your replacement card doesn’t meet your needs. You will first need to activate your new replacement card, which can be done at any time after 11 p.m. PST on June 15. After which, the primary cardholder or Account Business Representative (ABR) can contact Collabria Card Services at 1-855-341-4643—the number that appears on the back of your new Mastercard—to review the card options available. If there are multiple cardholders attached to the account, all cards will be changed to the new card option.

Features and benefits of your new card
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If you would like to know more about the features and benefits of your replacement card(s), click here.

Requesting a different card
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What if my new Mastercard doesn’t meet my needs? We have a wide-variety of new card options for you to choose from if you feel your replacement card doesn’t meet your needs. You will first need to activate your new replacement card, which can be done at any time after 11 p.m. PST on June 15. After which, the primary cardholder or Account Business Representative (ABR) can contact Collabria Card Services at 1-855-341-4643—the number that appears on the back of your new Mastercard—to review the card options available. If there are multiple cardholders attached to the account, all cards will be changed to the new card option.

Insurance coverage
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Are items I’ve purchased on my existing card still insured by the insurance coverage on my new replacement card? To verify insurance coverage, please review the insurance certificate you will receive with your replacement card. If you have any questions or concerns, contact the insurance provider outlined on that insurance certificate. Important information on this can also be found near the bottom of the features and benefits section of your replacement card type.

Activating Your New Card

 

READY TO ACTIVATE YOUR NEW MASTERCARD FROM COLLABRIA?

To minimize disruption to your credit card account, your new card will need to be activated by you any time after 11 p.m. PST on June 15 as your existing card will stop working at 10 p.m. PST on June 15. Rest assured, at 11 p.m. PST on June 15 all of your credit card account information including balance, statements and transaction history and, if applicable, reward points, will automatically transfer to your new account. However, you will need to activate your new card to make any further transactions.

To activate, simply choose the option below best suited to your situation for detailed instructions.

 

I want to start using my new Mastercard as soon as possible.
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Using the PIN you received in the mail is the simplest and quickest way to activate and start using your new Mastercard. You can activate online or by phone as follows:

Online

  1. Visit mycardinfo.com
  2. Click Enroll located below the Login button.
  3. Follow the steps to create a profile.
  4. Click, “Yes” when you receive the “Card Activation Query” message.
  5. Enter the three digit code on the back of your new Mastercard and Expiration Date and press “CONTINUE”.
  6. Your card is activated once the screen displays the, “Your card has been activated.” Message.

By phone

  1. Call the automated card activation service any time after 11 p.m. PST on June 15 at the number that appears on the sticker on the front of your new card: 1-866-498-3840
  2. Follow the prompts including entering your card number, birth year, birth day and month and the security code that appears on the back of your new card.
  3. The system will confirm the card activation was successful or will transfer you to a live agent to complete the activation.
  4. Do not select the option to change PIN online.
  5. Discard the sticker from the front of your card after activation.
  6. You can now immediately use your Mastercard by using its tap functionality or by entering the PIN mailed to you.

If at any time you’d like to change your PIN, you can do so by completing a “PIN CHANGE” transaction at any EXCHANGE ATM that is enabled to accept Mastercard, including any Valley First ATM.

I do not like the PIN I've been sent and want to change it upon activation of my new Mastercard.
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Don’t like the PIN you’ve received? No problem. You can change it after activation at any EXCHANGE ATM enabled to accept Mastercard, including any Valley First ATM. Here’s how:

  1. Call the automated card activation service any time after 11 p.m. PST on June 15 at the number that appears on the sticker on the front of your new card: 1-866-498-3840
  2. Follow the prompts including entering your card number, birth year, birth day and month and card the security code that appears on the back of your new card.
  3. The system will confirm the card activation was successful or will transfer you to a live agent to complete the activation.
  4. Do not select the option to change your PIN when prompted. Doing so will create unnecessary steps. To change your PIN simply:
    1. Take your newly activated replacement card and the PIN information that was sent to you to any EXCHANGE ATM that is enabled to accept Mastercard, including any Valley First ATM.
    2. Complete a “PIN CHANGE” transaction.
  5. You can now immediately use your Mastercard by using its tap functionality or by entering your new PIN.

I did not receive or have misplaced the PIN that was sent to me.
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If you didn’t receive your new PIN in the mail or you’ve misplaced it, not a problem. You can select a new one during the activation process. Here’s how:

  1. Call the automated card activation service any time after 11 p.m. PST on June 15 at the number that appears on the sticker on the front of your new card: 1-866-498-3840
  2. Follow the prompts including entering your card number, birth year, birth day and month and card the security code that appears on the back of your new card.
  3. The system will confirm the card activation was successful or will transfer you to a live agent to complete the activation.
  4. You will be provided with an option to change your PIN. Press “1” to “Change PIN” and follow the prompts.
  5. The system will confirm the PIN change was successful or will transfer you to a live agent to complete the PIN change.
  6. Your first purchase must be made at an in-store terminal as follows:
    1. Insert your card into the merchant’s payment device (tap functionality will not work).
    2. Complete three PIN entries at a POS terminal.
    3. The first two entries will fail and the third will activate your new PIN and complete your purchase.
  7. Your future Mastercard purchases can now be completed by using its tap functionality or by entering your new PIN only once.

I did not receive or have misplaced the new replacement Mastercard sent to me.
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Not to worry. You can have a new replacement card sent to you by following these steps:

  1. Call Collabria cardholder services at 1-855-341-4643.
  2. Follow the prompts, selecting “lost or stolen credit card”.
  3. You will be transferred to a representative who will assist and advise how a card will be re-issued, including an option to rush delivery.
  4. Once you’ve received your new card and PIN information, activate it any time after 11 p.m. PST on June 15 by choosing the instructions provided here that are best suited for your situation.

I'm going to be out of town on June 15. What should I do?
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That will depend on when you’ll be leaving town. If you receive your new replacement Mastercard and PIN before leaving, you can take both with you and activate the card by telephone any time after 11 p.m. PST on June 15 by following these simple instructions:

  1. Call the automated card activation service any time after 11 p.m. PST on June 15 at the number that appears on the sticker on the front of your new card: 1-866-498-3840
  2. Follow the prompts including entering your card number, birth year, birth day and month and the security code that appears on the back of your new card.
  3. The system will confirm the card activation was successful or will transfer you to a live agent to complete the activation.
  4. Do not select the option to change PIN online.
  5. Discard the sticker from the front of your card after activation.
  6. You can now immediately use your Mastercard by using its tap functionality or by entering the PIN mailed to you.

If you don’t receive the card before leaving or will not have telephone access while away, you will not be able to activate your new card and will need to activate it upon your return. Therefore, please ensure you have another form of payment available while away.

IMPORTANT: Updating pre-authorized and recurring transactions
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Will any pre-authorized or recurring transactions automatically transfer to my new card? No, they will not automatically transition to the new card. Therefore, to avoid any declines to your credit card account, contact all vendors you previously had pre-authorized payments set-up with as soon as possible to provide your new credit card details.

How do I make changes to any pre-authorized or recurring transactions? You will need to contact each individual vendor that you have a pre-authorized or recurring transaction set up with and provide them with your new credit card details.

Using Your New Card

Setting up online access
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How do I get online access to my credit card account? Visit mycardinfo.com and register your new credit card. If you have multiple card types, you will need to register each separately. Within mycardinfo.com you can view transactions, reward point balance and statements, make payments and set up fraud and travel alerts. If you have an Individual Pay account, you can also make payments.

As the Account Business Representative (ABR) how do I gain access to all cards under the credit card account? After 11 p.m. PST on June 15, any designated ABR should contact Collabria to request Mycardinfo login credentials for any Consolidated Pay Business credit card account. Collabria will create your Mycardinfo account and email the login credentials to the ABR. Individual cardholders under a Consolidated Pay setup can self-register in mycardinfo.com to view their own card transactions but cannot make payments.

Payments
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How do I make payments to my credit card account? There are three ways to make a payment to your credit card account. The fastest and recommended approach is to register with mycardinfo.com to make a payment from your account or call Collabria customer support with your account information. Alternatively, you can pay in-person at any Valley First branch or via online bill payment, both of which can take up to 5 business days to process.

Can I make multiple payments throughout the month? Yes, you can make multiple payments throughout the month to pay down the balance and access available credit. If your monthly transactions regularly exceed your credit limit, you may want to consider applying for an increased limit. Contact Collabria on or after June 16 to discuss your options.

Cash advances
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Where can I get a cash advance? Cash advances can be completed at any EXCHANGE ATM including any Valley First ATM. The amount you can withdraw at one time may differ depending on the ATM.

Credit limit changes
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How do I request a change to my credit limit? Any time after June 16, the primary cardholder or Account Business Representative (ABR) can apply for a different credit limit by contacting Collabria Card Services at 1-855-341-4643—the number that appears on the back of your new Mastercard.

If you have a Consolidated Pay account and have registered with mycardinfo.com, the Account Business Representatives (ABR) can adjust the individual card limits to the combined total of the control account limit.

Reward points
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How do I redeem my points? To explore rewards or redeem your points, visit: mycardinfo.com. If you have a Consolidated pay account, the primary cardholder or Account Business Representative (ABR) will need to contact Collabria Card Services at 1-855-341-4643 to request redemption of points.

Where do I find my reward points balance? You can find your rewards points balance by registering on the rewards site collabriacreditcards.ca/cashrewards or through mycardinfo.com.

Troubleshooting
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What should I do if my card or PIN isn’t working? Contact Collabria Support at 1-855-341-4643—the number that appears on the back of your new Mastercard.

My new Mastercard was declined when I used it. What should I do? First, ensure you have activated your card. Refer to the “Activate New Card” tab above. If you have completed the activation steps, contact Collabria Support at 1-855-341-4643—the number that appears on the back of your new Mastercard.

I received notification that a pre-authorized transaction was declined. What do I do? Contact the vendor to ensure they have your updated credit card information. Also, be sure to contact any other vendors you have pre-authorized transactions set up with to provide your new credit card information.

My payment or transaction didn’t show up. What do I do? Contact Collabria Support at 1-855-341-4643—the number that appears on the back of your new Mastercard.

 

 

If you have questions or concerns during this transition,
please contact our new Mastercard provider, Collabria, at
1-855-341-4643 and a representative will be happy to assist you.


 

The Valley First Mastercard is issued by Collabria Financial Services Inc. pursuant to a license from Mastercard International Incorporated. Mastercard and the Mastercard Brand Mark are registered trademarks of Mastercard International Incorporated.