Frequently asked questions (FAQs)

How do I apply for a Mastercard?

All Mastercard cards are issued and managed by various financial institutions. You will need to apply for your card directly with them. Mastercard has created an online tool to help you review and apply for cards.

How do I use the ATM locator?

In the ATM locator, enter a city or a postal code. You can narrow your search further by providing a street address, a financial institution's name and selecting additional options like 24-hour access. Click the Search button to see a list of ATMs nearby, then click on a specific ATM for further information about its location. Depending on your destination, driving directions and a map may also be available.

Why can’t I locate ATMs in a specific country?

If an ATM location or a specific country is not listed, then information is not available. Mastercard receives ATM location information from financial institutions, and we continue to work with them to provide the most updated information.

I don't know my PIN to use at an ATM. How can I get this information?

For information about your PIN or account, you must contact the financial institution that issued your card. You'll find their contact information on the back of your Mastercard and on your billing statement, or you can visit their website.

What is the fee for withdrawing money or taking a cash advance from an ATM?

Mastercard does not determine ATM fees. Any fees charged by the ATM owner are disclosed at the time the transaction is initiated, and you're given the option to discontinue the transaction if you don't wish to pay the fees. It's also a good idea to check with the financial institution that issued your card to determine their ATM fee policies. You'll find their contact information on the back of your Mastercard and on your billing statement, or you can visit their website.

The ATM wouldn’t accept my card. What should I do?

If you had a problem using an ATM, please contact the bank that issued your card.

Can I use my prepaid card, gift card or credit card at an ATM?

You may withdraw cash against the balance on most Mastercard prepaid and gift cards at any ATM. However, not all prepaid and gift card issuers allow ATM or foreign transactions. Be sure to check with your card issuer to ensure that these types of transactions are permitted.

Most Mastercard credit cards also allow you to obtain cash advances at an ATM.

You’ll need a Personal Identification Number (PIN) to withdraw cash. You can find your issuer's contact information on the back of your Mastercard and on your billing statement, or you can visit the issuer's website.

I forgot the PIN for my card. How can I retrieve it or get a new one?

You must contact the financial institution that issues your card to retrieve or reset your PIN. You can find their contact information on the back of your Mastercard and on your billing statement.

How can I get a replacement for a lost or stolen Mastercard card?

We’ll help you replace your lost or stolen Mastercard card no matter where you are. Call the Mastercard Assistance Centre with any card-related need at 1-800-307-7309 in Canada or collect at 1-636-722-7111 from anywhere in the world.

Can I pay billers/service providers who accept Mastercard directly from the Mastercard website?

No. To pay a bill, please visit the biller/service provider’s website or call them.

Do I have to pay a fee for bill payment using a Mastercard?

Mastercard does not charge a fee for bill payment, although your biller/service provider might charge a fee. Be sure to ask them about fees or any restrictions associated with making a payment using a Mastercard.

How often can I make automatic bill payments, and when do bills get paid?

Automatic bill pay is an arrangement you make with your biller/service provider, so you'll need to contact them directly to arrange payments. Each biller has its own procedure for automatic bill payment.

Who issued my Mastercard?

Find your card issuer's contact information on the back of your Mastercard.

Which cards can I use to pay bills?

You can use any credit or debit card with the Mastercard logo, but you should confirm with each biller that they accept your card as a form of payment.

What is automatic bill payment?

Automatic bill payment allows your billers/service providers to automatically charge your Mastercard account on a regular basis.

What is manual bill payment?

Manual bill payment means you initiate the payment process yourself. This gives you the freedom to select the payment date and amount each time a bill is due.

If I enroll in automatic bill payment, will I continue to receive a bill?

Most billers continue to mail a bill indicating the total amount they will charge. However, some providers may allow you to elect to receive an online bill or no bill at all. At the time you initiate an automatic bill payment relationship, you should determine how the provider will bill you.

What information will the service provider/biller request?

Bill pay is an arrangement you make with your selected service provider(s), so you will need to contact each directly to arrange payment amounts and scheduling.

Typically, the biller will ask for your Mastercard account number and the expiration date. For automatic bill payment, the biller may also require the payment amount it is authorized to automatically charge, and the specific date you wish to be charged each month.

Note: Not every service provider/biller will allow you to choose this date. And some service providers may require additional information, such as your signature.

What if my Mastercard account information changes?

If your Mastercard account information changes due to a lost or stolen card, a new expiration date or an upgrade to a different card, be sure to provide each biller/service provider with the updated account information to prevent an interruption in service. We recommend you keep a list of billers/service providers that you pay automatically so you can update this information when necessary.

What if I want to stop an automatic bill payment?

Contact your biller/service provider directly and follow their procedures to cancel or change the method of payment.

What if I don’t agree with a payment amount made to a biller/service provider on my Mastercard statement?

We recommend that you review your bill prior to any payment being made with your Mastercard. However, if there is an error or question about a payment billed to your card, contact your biller immediately to resolve any discrepancies.

As a Mastercard cardholder, you are not responsible for unauthorized purchases charged to your account. Learn more about our Zero Liability* coverage. Exceptions apply.

What are the benefits of bill payment using a Mastercard?

Using your Mastercard is much faster and more convenient than writing cheques. You can initiate payments at anytime and from anywhere in the world. Charges will appear on your monthly statement, so it’s an easy and efficient way to stay organized and keep track of your expenses. In addition, if you use automatic bill payment you won’t have to worry about missed payments or late fees. Depending on the card you use, you may also be eligible to earn rewards.

What do I do if I’m having problems accessing mastercard.com?

If you encounter problems with mastercard.com, please try an alternate browser or update your browser to the latest version. This site is optimized for the following browsers:

• Google Chrome (latest version)
• Firefox (latest version)
• Safari (latest version)
• Edge (latest version)

What card benefits and insurance are provided at no cost to me with my Mastercard?

Mastercard features and benefits will vary depending on the specific card you use. To learn more, please contact the Mastercard Assistance Centre toll-free at 1-800-307-7309 in Canada or collect at 1-636-722-7111 from anywhere in the world.

What happens if I lose an item that I purchased with a Mastercard?

If you paid in full for the item with your Mastercard, you may be eligible for replacement or reimbursement. To learn more, please contact the financial institution that issues your card. You can reach them using the phone number on the back of your card.

What rental car insurance does Mastercard provide when I rent a car using a Mastercard?

Rental insurance differs by location and varies based on the specific card that you have. To learn more, please contact the financial institution that issues your card. You can reach them using the phone number on the back of your card.

How can I find out more about my card benefits?

Features and benefits will vary depending on the specific Mastercard you use. To learn more about your benefits, please contact the financial institution that issues your card. You can reach them using the phone number on the back of your card.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Centre either toll-free at 1-800-307-7309 in Canada or collect at 1-636-722-7111 from anywhere in the world.

What is cash with purchase?

Cash with purchase is a service offered by select retailers that allows consumers to get cash from their debit card when making a purchase.

Do I need to use my debit card to get cash back?

Yes, since the funds are drawn from your account that is linked to your debit card, this service is available only when using a debit card.

Is there a fee for this service?

Although most retailers do not charge for this service, there are some locations that charge a fee.

What is the advantage of getting cash at purchase?

Cash with purchase is a convenient way to quickly and easily get cash from your account while shopping at your favourite retail locations, saving you a trip to the ATM. And, in most cases, there is no fee for this service, whereas you may be charged a fee at the ATM.

Is there a maximum amount of cash I can get with my purchase?

The amount of cash available may vary by merchant and may be subject to availability of funds at the time of purchase. If you have questions about the availability of funds at a particular merchant, please contact the merchant directly. Cash with purchase amount is also subject to availability of funds in the account that is linked to your debit card.

What’s a chip card?

A chip card is like a traditional magnetic stripe card, but it has an embedded microchip that encrypts your information, making it extremely difficult for the card to be copied or counterfeited.

Rather than swiping your chip card, you insert the chip end into the terminal and enter your PIN to complete the transaction or simply tap it at checkout when given the option.

What are the benefits of chip?

The embedded microchip provides robust security features and other capabilities that are not possible with traditional magnetic stripe cards. A chip card is virtually impossible to counterfeit.

Where can I use my chip card?

Use your chip card anywhere you use your magnetic stripe card. Insert it into terminals that are chip-enabled or swipe it. You can also use your chip card for online payments, phone payments and at ATMs, just like a traditional magnetic stripe card.

How do I know if my chip card has Mastercard contactless?

Cards that have contactless capabilities will have a contactless symbol on the card. If a merchant doesn’t have this functionality, you‘ll need to insert your chip card into the terminal and enter your PIN.

Why does my credit card have a PIN?

Your credit card has a PIN in order to provide you with the latest security features. By entering your PIN, you validate that you are the authorized user of the card. You will not be charged a fee to use your PIN unless you are using your credit card to get a cash advance at the ATM.

What is Click to Pay?

Click to Pay is a fast, secure online checkout method supported by Mastercard, VISA, American Express and Discover. With Click to Pay, safely store your payment information in one place and check out with your saved cards anywhere you see the Click to Pay icon.

How do I use Click to Pay during checkout?

Click to Pay is available at tens of thousands of merchants worldwide. Click to Pay automatically recognizes your email or mobile number and provides access to your saved cards to speed you through checkout.
Alternatively, use the Click to Pay button if it’s displayed at checkout.

Does it cost anything to use Click to Pay?

Click to Pay is free to use. You are not charged a fee or additional charge for paying with Click to Pay.

How do I set up a password?

Click to Pay does not use passwords. For a more secure and simple experience, you may receive a verification code. Verification codes are a one-time code sent to your email or mobile number to confirm it’s really you.

How do I sign up for Mastercard Click to Pay?

Visit Mastercard Click to Pay and get started by entering your email address or mobile number. You can also sign up during checkout at a participating merchant or through your bank’s website or app when you see the Click to Pay icon.
To manage cards with other payment brands, visit their Click to Pay websites.

I don’t remember signing up for Click to Pay. How and when did I sign up?

You may have signed up for Click to Pay in four ways:

1. Your bank has enrolled you as a default card benefit associated to your Mastercard
2. During checkout at a participating merchant
3. Adding a card to Click to Pay from your bank’s website or app
4. By signing up directly at Mastercard Click to Pay

How do I update my Mastercard Click to Pay information?

Visit Mastercard Click to Pay and enter your email or mobile number to sign in and update your information. You can delete cards, manage your billing and shipping addresses, change your mobile number and more.

How does Click to Pay protect my information?

Securing your information is our top priority and Click to Pay protects you in many ways:

1. Your payment information is encrypted to prevent fraud and identity theft.
2. Click to Pay’s smart security alerts us to suspicious behaviour and distinguishes you from malicious bots.
3. Click to Pay sends a verification code to your email or mobile number to make sure only you use your Click to Pay information.

Does Mastercard Click to Pay share my information?

Your privacy and security are important to us. Mastercard shares your information only to facilitate checkout with participating card networks, service providers and merchants. For more information on how Mastercard protects your information and privacy, read our Privacy Policy.

What is a verification code?

Verification codes are a one-time code sent to your email or mobile number to confirm it’s you. Verification codes may be sent when you access your payment information at Mastercard Click to Pay, during checkout or through your bank.

A verification code can be sent by any participating card brand you’ve added to Click to Pay, including Mastercard, VISA, American Express and Discover.

What happens when I select “remember me” at checkout?

Choosing “Remember me” gives you faster access to your cards. You’ll be recognized and will not need a verification code to access your cards the next time you check out with Mastercard Click to Pay on the same device and browser.

Have more questions?

Login to your Mastercard Click to Pay profile to see an extensive set of FAQs to help you get the most out of Mastercard Click to Pay.

What is Mastercard contactless?

Mastercard contactless is like having exact change wherever you go. A simple tap of your card, key fob, wearable or smart phone is all it takes to pay at checkout.

Why should I use contactless?

• It’s like having exact change wherever you go, so you don’t have to worry about carrying around cash.
• You’re in control because your contactless-enabled card or device never leaves your hand at checkout.
• You’ll enjoy better record keeping of all your purchases than you do when using cash.
• It’s fast and ideal at places where speed is essential, like stadiums, fast food restaurants, gas stations and more.

Where can I make contactless payments?

Anywhere you see the contactless symbol at checkout you can simply tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums, transit and more.

If you don’t see the symbol, your contactless-enabled card can still be used by inserting your chip or swiping at checkout.

How do I pay with Mastercard contactless?

To make a purchase, simply tap your Mastercard contactless card, key fob or smart phone on the payment when checking out.

How close does the “tap” have to be to the checkout reader?

Typically, when you tap your card/device at checkout, it must be within an inch or two of the terminal. Please note that if you have more than one contactless card in your wallet, you should remove the specific card you would like to use rather than tapping your wallet against the reader.

How does contactless work?

Contactless uses a hidden, embedded computer chip and radio frequency antennae. After you tap your contactless card or device at checkout, payment details are sent wirelessly to the Mastercard Network.

Is contactless secure?

Yes. Contactless payments provide secure encryption technology and Zero Liability Protection and are as safe as your regular card.

What do I do if my contactless card or device has been lost or stolen?

If you have lost your card or suspect unauthorized activity on your account, contact the financial institution that issued your card immediately. If you don’t know your card issuer’s number, contact Mastercard and we will assist you in finding that information.

Where can I find exchange rate information?

To provide easy access to exchange rate information, Mastercard has created a tool using multiple market sources, including Bloomberg, Reuters, Central Banks and others.

Click here to visit our Currency Conversion Tool.

What is the currency rate for a country I am visiting?

Get the latest currency exchange rates.

How is currency conversion charged to my account?

We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. You can reach them using the phone number on the back of your card.

I made a purchase in my local currency, so why was I charged a currency conversion fee?

We recommend that you contact the financial institution that issued your card to determine the currency conversion charges that are applied to foreign transactions. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Centre toll-free at 1-800-307-7309 in Canada or collect at 1-636-722-7111 from anywhere in the world.

A merchant did not give me the choice of currency for my payment. What should I do?

Thank you for your feedback and we’re sorry you had a bad experience at a merchant that accepts Mastercard. Mastercard investigates all complaints of deceptive merchant practices. Please contact the phone number on the back of your card or account statement.

Where’s the best place to get foreign currency?

The best place to get foreign currency is usually at your destination. At home, financial institutions have paid for transporting, securing and storing that foreign currency — and those costs are passed on to you.

Should I use a credit card to withdraw currency from an ATM while abroad?

Use a credit card to withdraw currency from a foreign ATM only if it’s your only option. Using a credit card at an ATM is considered a cash advance, which means:

• The fees will be highest (including cash advance and ATM surcharge fees)
• The withdrawal could affect your credit score (lenders might think you are borrowing money on your credit card)
• Your available credit could be impacted
• You might incur finance charges on the cash advance immediately (no grace period)

Should I convert transactions into my home currency?

Merchants and ATM operators may offer to immediately convert the foreign price to your local currency, giving you a better idea of how much money you’re about to spend.

Although this seems like a good way to manage spending, it comes at a cost and incurs additional currency conversion fees to the transaction.

The best practice is to let the currency conversion be done by your own bank and decline the currency conversion option.

Should I tell my bank I’ll be travelling abroad?

Yes, be sure to tell your bank you’ll be travelling outside of your country and where you’re going. Your bank might decline a transaction for your protection unless they know the card’s been authorized for use in countries other than your home country.

Many issuers allow you to register travel plans online in lieu of calling — check your issuer’s website.

I no longer have my Mastercard, how do I report the card as lost or stolen?

A Mastercard representative will be able to assist you in filing a lost or stolen card report. Please contact the Mastercard Assistance Centre toll-free in Canada at 1-800-307-7309 or collect at 1-636-722-7111 from anywhere in the world. You should also contact the financial institution that issued your Mastercard.

We're here to assist you 24 hours a day, 365 days a year. Call to speak with a representative regarding:

• Lost or stolen cards
• Emergency replacement cards
• Emergency cash advances
• How to locate an ATM that accepts Mastercard, Maestro and Cirrus brands
• Questions about applicable card benefits

What liability do I have for unauthorized purchases made on a lost or stolen Mastercard?

If you have Mastercard Zero Liability Protection, once you report your card to Mastercard as lost or stolen, no unauthorized charges should be posted to your account. However, we recommend that you review the next two billing statements just to be sure. If you see unauthorized transactions, please promptly contact the financial institution that issued your card. Look for their customer service number on the back of the card or on your billing statement.

How can I get a replacement card?

Mastercard can assist you in receiving a replacement card by working with the financial institution that issued your card. Replacement cards require that your financial institution authorizes a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Centre toll-free in Canada at 1-800-307-7309 or collect at 1-636-722-7111 from anywhere in the world.

What is Fast Identity Online (FIDO)?

The FIDO (Fast Identity Online) Alliance is an open industry association with a mission to reduce the world’s reliance on passwords. It provides a set of global standards created to make online authentication easier and more secure. The FIDO standards are used to develop passkeys and other technologies that help protect your online accounts.

What are payment passkeys?

Mastercard is introducing payment passkeys to offer a more secure and easy way for cardholders to authenticate themselves during e-commerce transactions. Payment passkeys can be used when checking out using Click to Pay or when you store your card on file with a merchant.

What is a passkey?

Passkeys are a secure way to sign in to websites and apps with biometrics or PIN. Based on Fast Identity Online (FIDO) standards, they provide a faster, easier and more secure method to authenticate your identity using your personal device.

Passkeys are easy to use because they use the same technology you already use to unlock your smart devices. They provide strong protection against online fraud attacks, making them safer than traditional passwords.

What do I need to do before creating a payment passkey with Mastercard?

Creating a payment passkey is simple and secure. First, make sure you’ve added your Mastercard card to a service that saves your card details for easy checkouts, like Card on File or Click to Pay.

Second, ensure you are using a device or browser that supports passkeys. Most modern smartphones and browsers do, but you can check your device or browser settings for more information.

Lastly, if prompted to create a passkey, confirm your identity with your bank using your device. This step is usually done through your bank’s authentication method such as Identity Check and helps ensure that only you can add your card to your payment passkey.

How do I create and use a payment passkey with Mastercard?

You can create a payment passkey with Mastercard:

1. During checkout: If a merchant or payment service provider participates in Mastercard’s Token Authentication Service, you can create a payment passkey when you check out. This may happen when you save your card details for future purchases, using solutions like Card on File or Click to Pay.
2. Through your bank: You may also be offered the option to create a payment passkey directly through your Mastercard issuer.

Please note the availability of Mastercard payment passkeys may vary by country and by Bank.

Once you create a payment passkey and it’s activated to use with your Mastercard card, you can make secure payments using the biometric authentication mechanism provided by your device operating system, like fingerprint or facial recognition. Your device may also use your personal identification (PIN) or passcode, the same way you unlock your device, for authentication.

Is using payment passkeys secure?

Yes, using a passkey is secure. When you create a payment passkey with Mastercard, you’ll first need to confirm your identity with your bank on your device. This helps ensure no one else can add your card to their device. Once you’ve confirmed your identity and created the passkey, it will be ready to use for payment authentication.

What is a payment passkey profile?

A payment passkey profile is a secure digital profile that links your Mastercard card with your device and passkey to confirm your identity. When you create a payment passkey, you agree to Mastercard’s Terms of Use and Privacy Notice, which then creates this profile.

Your profile includes your linked Mastercard cards and may contain your personal information; for example, your email or mobile number.

What is Mastercard’s Token Authentication Service?

Mastercard’s Token Authentication Service allows participating merchants to confirm your identity using Mastercard payment passkeys during checkout. While merchants may not advertise this service, you’ll recognize it when prompted to create or authenticate with your payment passkey during checkout.

Can I link multiple cards to my passkey? How does this work?

Yes, if you’re on the same device where you previously created a payment passkey, you can link additional Mastercard cards to your existing payment passkey profile. When adding a new card to your profile, you’ll need to verify your identity with your bank. You’ll see a prompt to "link passkey" instead of "create passkey" during this process, indicating you’re adding a card to your existing payment passkey.

Can I use my payment passkey across different devices (i.e., mobile phone, computer, etc.)?

To use Mastercard payment passkeys on a different device, you’ll first need to verify your identity with your bank on the new device. This helps keep your payment passkey secure.

For more details on passkey security and syncing across devices, check with your Operating System (OS) provider (i.e., Apple, Android, Microsoft, etc.).

How do I delete my payment passkey and/or Payment Passkey Profile?

To remove a passkey from your device, consult with your device Operating System (OS) provider. The private key associated to your payment passkey is stored on your device and can be accessed through your device settings.
To delete your payment passkey profile, contact Mastercard via Mastercard’s My Data Portal to submit a request to delete your profile.

What should I do if my Mastercard card is lost or stolen, and the bank replaces my Mastercard card? Or if I close my Mastercard card account?

If your bank replaces your Mastercard card because it was lost or stolen, your physical card number will change. If you use this card online, you’ll either need to create a new payment passkey with Mastercard or link the new card to your existing payment passkey profile. However, no additional action is required on your end. You’ll be prompted to set up your new card or payment passkey the next time you use your new card at a participating merchant. Mastercard will also remove the old card from your payment passkey profile once the card account is closed.

If you close your Mastercard card account and it’s linked to your payment passkey profile, you have the option to delete the payment passkey locally in your device settings. However, if you have multiple Mastercard cards connected to the same payment passkey, local deletion of the payment passkey will not allow you to continue using that deleted payment passkey for the multiple cards.

Alternatively, Mastercard will remove the Mastercard card from your payment passkey profile once the card is closed or after 13 months of inactivity.

Are all my Mastercard cards eligible for payment passkeys?

Your eligibility to create a payment passkey with your Mastercard depends on your country of residence. Mastercard payment passkeys are available in select countries, as indicated in our Terms of Use.

What should I do if I lose or change my device?

If you switch your mobile device or changed to a different device OS provider, you’ll need to create a new passkey on the new device. It’s recommended to remove your passkeys and any login details from your old device. Please note, if your payment passkey profile is inactive for 13 months, it will be deleted. You can also delete your profile through Mastercard’s My Data Portal if you lose access to your old device.

If your payment passkeys are still on your old device and someone else can unlock it, like with a PIN code, be sure to delete your passkeys.

Can I use payment passkeys on a shared device?

You can create a passkey on any FIDO-supported device. When you create a payment passkey with Mastercard, you are agreeing that only you can access this device. Mastercard payment passkeys Terms of Use indicate that you shouldn’t use this service on shared devices.

Does Mastercard store my biometric information?

No, your biometrics only unlock your device to access secure payment information linked to Mastercard.com. If you use biometrics, your data stays on your device and is never shared.

For more detailed information on how Mastercard processes your data for this service, consult the Privacy Notice.

What if I changed my phone number? Do I need to delete my payment passkey?

For additional security, you may have a phone number associated with your payment passkey profile; however, to access your payment passkey you need your biometrics on your mobile device therefore, if your phone number changes there is no action for you to take and there is also no security threat.

Does the merchant have access to my payment passkey when I shop?

When a merchant lets you authenticate your payment with your Mastercard payment passkey, they’ll get a notification that you’ve authenticated the transaction using your passkey. The merchant does not have access to any details associated with your passkey and your biometrics never leave your device.

Where can I get a Mastercard prepaid card?

Find the Mastercard prepaid card that’s right for you; they're available at participating stores and online. Learn more about prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. To take advantage of the reload function (available on select cards) and card benefits such as Zero Liability Protection or card replacement, you will need to register your card.

How do I use my Mastercard prepaid card?

Use your prepaid card like a regular debit or credit card at checkout. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard prepaid card?

You can use your Mastercard prepaid card anywhere that Mastercard is accepted — that’s millions of locations worldwide from retail stores to online, mail and phone orders. You can also use your card to pay bills online.

My available card balance will not cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as “split tender,” may not be supported by all merchants.

How do I return an item purchased with a Mastercard prepaid card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can’t find my Mastercard prepaid card. What should I do?

If you registered your Mastercard prepaid card, the issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

How do I add funds to my card?

You can funds to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard prepaid gift card?

Mastercard prepaid gift cards are available at thousands of retail locations across Canada. There are many card styles to choose from. It’s easy to find the prepaid gift card that’s right for you.

I received a Mastercard prepaid gift card. Do I need to activate or register my card before using it?

Check your gift card, the receipt or related packaging for any specific activation instructions. Many Mastercard prepaid gift cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and phone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card. If your card expires before all of the funds have been depleted, you are still entitled to access the funds. Contact the card issuer to find out how to regain access to the funds.

Can I use my Mastercard prepaid card for installments or recurring payments?

You may use your Mastercard prepaid card to make an individual payment, but you may not be able to register your Mastercard prepaid card for regular or recurring payments like your mobile phone or cable bill. Check with the biller to see if they will accept your Mastercard prepaid card for installment or recurring payments.

Can I use my Mastercard prepaid card at a restaurant where I pay a tip?

Some restaurants and other service providers will add up to 20% to your bill when they request authorization for a purchase to cover any tip you might add. As a result, your Mastercard Prepaid Card may get unexpectedly declined. Always be sure to know your card balance in advance and remember that the restaurant may attempt to authorize an amount higher than the total that appears on your bill.

Can I use my Mastercard prepaid card for a car rental or hotel reservation?

Car rental agencies and hotels may require a credit card for making a reservation. However, they will accept your Mastercard prepaid card for final payment at the end of the rental period or hotel stay. Check with the car rental agency or hotel in advance to ensure you are aware of their policies.

Can I use my Mastercard prepaid card to buy gas?

Due to the way gas purchases are pre-authorized, some gas stations accept prepaid cards only inside the store and not at the pump. Check with the gas station for details.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless.com.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That’s why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you; you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing and data analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in Canada.

A merchant wanted to charge a surcharge or fee to use my Mastercard. Is this allowed?

Pursuant to a settlement of the Canada merchant class litigation, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations. These requirements can be found by visiting our merchant surcharge rules.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In Canada in no event may the merchant surcharge be greater than 2.4%. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

I tried to make a purchase but my card gets declined. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place to reduce the risk of fraudulent transactions on certain types of transactions, which may result in declined transactions. You can reach your financial institution by calling the number on the back of your card.

Questions not answered here?

If your question is not listed, we recommend that you contact the financial institution that issued your account as only they hold information specific to your account. You can reach your financial institution by calling the number on the back of your card. You can also contact the Mastercard Assistance Centre toll-free in Canada at 1-800-307-7309 or collect at 1-636-722-7111 from anywhere in the world.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

How can I get a replacement card?

Mastercard can assist you in getting a replacement card by working with the financial institution that issued your card. Replacement cards require that your financial institution issues a new account number. To request an emergency card replacement, please call your financial institution directly or contact the Mastercard Assistance Centre toll-free in Canada at 1-800-307-7309 or collect at 1-636-722-7111 from anywhere in the world.

I received an email/phone call from Mastercard about my account but it appears to be a scam or a phishing email. What should I do?

Phishing is a scam used to obtain personal and financial information, in order to gain access to individuals’ accounts — which can result in identity theft and financial loss.

If you have received or been the victim of a phishing attack via email, text or phone, please report this incident to ITAM.digital@mastercard.com. ITAM is a Mastercard program initiated to help combat phishing attacks targeting Mastercard and its cardholders.

PLEASE NOTE: The ITAM.digital@mastercard.com email is for reporting phishing incidents only. Mastercard’s ITAM Program cannot resolve consumer fraud complaints. If you have identified suspicious activity, including unauthorized transactions on your card account, contact your issuing bank. Their number can be found on the back of your card.

For all other fraud complaints, you may contact the Mastercard Assistance Centre toll-free in Canada at 1-800-307-7309 or collect at 1-636-722-7111 from anywhere in the world.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit card or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe that a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can also contact the Mastercard Assistance Centre toll-free in Canada at 1-800-307-7309 or collect at 1-636-722-7111 from anywhere in the world.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can’t tell you if an account has been opened in your name. If you know the name of the financial institution, you should contact them immediately and cancel the account. Then you should notify each of the two credit reporting agencies:

• Equifax – www.Equifax.ca
• Trans Union– www.TransUnion.ca

The credit reporting agencies should provide you with a copy of your credit report. Even if you do not see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.fcac-acfc.gc.ca and select credit reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates the concern and diligence you are taking to protect your finances. We take each card breach very seriously and work closely with investigative agencies. We encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card or on your billing statement that you can call.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN) — the 16-digit number on the plastic card — with a unique alternate card number or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card within a digital wallet in Canada offers the enhanced security and benefits of a digital Mastercard transaction, including secure tokenization technology.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer (e.g., bank, credit union) has access to your information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can’t come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of your card or billing statement.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, contact the merchant to try to resolve the situation. If you can’t resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of your card or billing statement.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card. You can reach your financial institution by calling the number on the back of your card.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason. You can reach your financial institution by calling the number on the back of your card.