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Frequently Asked Questions

Mastercard credit cards

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General     Cashbacks and rewards    Managing my card     Insurance     Benefits     Travel     Security     Small business     Tips     


 

Most frequently asked

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General

What credit cards are accepted at Costco?

All our Mastercard credit cards are accepted in Costco stores in Canada. What's more, most goods purchased on your credit card are covered by purchase protection and an extended warranty (as applicable). Browse our credit cards to find the right one for you.

Do you offer prepaid cards?

For now, we don't offer prepaid cards. If you want to build your credit history, check out our MC1 card.

What's my interest rate?

For the interest rate applicable to your card, consult the Mastercard credit card page or the documentation provided with your card.

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Tip!

To avoid interest charges, pay the entire balance of your credit card every month before the due date on your statement.

Where can I get a copy of my credit card agreement?

You can get a copy of your agreement by downloading it (PDF) or by calling us at 1‑888-9‑MY‑CARD (1‑888‑969‑2273) or 514‑394‑1427.

Learn about credit

How do I use my credit card?

With your National Bank Mastercard credit card, you can buy goods and services and pay for them later. You will have to pay back a minimum amount each month. Each month that you don't pay your balance in full, you'll be charged interest.

Want more info? Read our article A primer on credit cards.

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PROMO

From August 6 to November 11, 2018, you can earn 25% more rewards or cashback points (as applicable) when you buy gas at our partner Ultramar. 

The following Mastercard credit cards are eligible:

Allure, Edition, Escapade, Ovation Gold, Platinum, Platinum Business, World, World Elite

Why should I get a credit card?

Accepted by most merchants in Canada, credit cards provide a convenient and secure way to pay for purchases. Credit cards are essential for online shopping, making hotel reservations or when renting a car. Read our article A primer on credit cards for more information.

Certain credit cards also offer a rewards plans or cashbacks, as well as a range of advantages to make your daily life easier.

What is a credit limit?

Your credit card limit is the maximum amount you can charge to your card. If you exceed the limit, your card may be declined. If the purchase is authorized, you will have to pay an over-limit fee. The limit is set based on your credit score.

Want to increase your limit? Consult the Managing my card page.

What is a minimum payment?

The minimum payment on your credit card is the minimum amount you need to pay each month to maintain a good credit score and minimize interest fees. Your minimum payment varies based on your credit card type and the balance owing.

What's a balance transfer?

A balance transfer allows you to save on interest by transferring the outstanding balance of your other credit cards (including cards at other banks) to your National Bank Mastercard credit card. Explore our low interest credit cards — consolidate your debt into a single card and save on interest charges.

To transfer a balance, sign in to your online bank. Find out more by reading the My online bank FAQ.

What is a cash advance?

A cash advance involves withdrawing funds from your credit card account. A service charge applies and interest is charged from the first day. That's why you should only use this option in an emergency.

Understanding my card

Where is my card number?

Your 16-digit card number can be found on the front of the card. The expiry date is below the card number.

What is a security code?

The security code, also known as a verification code or CVV number, is a 3-digit code written on the back of your credit card. It is often required as an additional security measure for online purchases.

Cashbacks and rewards

Cashback

How can I earn cashbacks?

You can earn cashbacks by making eligible purchases on your credit card. How does that sound? Explore our cashback Mastercard credit cards.

Some transactions and charges will not earn you cash back:

  • Cash advances
  • Balance transfers
  • Mastercard cheques
  • Interest charges
  • All non-interest charges (e.g., annual fees, foreign exchange transactions, balance transfer fees, insurance premiums and Mastercard cheque fees)

Who can earn cashback?

Any client with a cashback credit card can earn cash back.

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Tip!

Accumulate cashback rewards more quickly by adding an additional card to your account. The cashbacks earned will be credited to the main cardholder's account.

I have an ECHO Cashback card. How do I get cashback?

Follow the steps in Your online bank’s FAQ.

Need more assistance? Call Mastercard customer service. We will be happy to assist you!

I have an Allure/mycredit card. How do I get cashback?

As long as your account is in good standing, your cashback will be automatically credited to your card once a year. Explore all the advantages of the Allure and mycredit credit cards.

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PROMO

Contribute to the fight against breast cancer. Get the Allure Mastercard® and receive $50 in points.

How much cashback can I earn?

Your cashback will depend on the type of Mastercard credit card you have. Explore our cashback credit cards to find the right one for you!

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Tip!

Choose the ECHO Cashback card and get up to 1.5% cash back on eligible grocery, gas and online purchases.22

Who can request or receive a cashback?

Only the primary cardholder can request or receive a cashback.

How do I receive the cashback?

The cashback will be credited to your Mastercard account. It cannot be paid in cash. The cashback will be posted on the first or second statement after you request it, depending on your billing cycle.

How much I have earned in cashback?

If you are the primary cardholder, you can see your total by:

For more information, read the My online bank FAQ.

 

If I have a purchase refunded, how will it affect my cashback balance?

When a credit card purchase is refunded, such as when you return merchandise, the cashback earned on that purchase will be subtracted from your total.

Rewards plan

How do I earn rewards points?

You can earn rewards points by making eligible purchases on your rewards credit card, provided your account is in good standing on the statement date. Your account is in good standing when you comply with the obligations of your cardholder agreement (e.g., making your  minimum payment by the due date).

Some transactions and charges will not earn you points:

  • Cash advances
  • Balance transfers
  • Mastercard cheques
  • Interest charges
  • All non-interest charges (e.g., annual fees, foreign exchange transactions, balance transfer fees, insurance premiums and Mastercard cheque fees)
  • Returned purchases

For more information on earning and redeeming points, please refer to the À la carte Rewards plan applicable rules.

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Tip!

Earn rewards points more quickly by adding an additional card to your account. The points earned will be credited to the main cardholder's account.

How many points do I earn for each dollar I spend?

The number of points earned depends on the type of Mastercard credit card you have. See the page on rewards credit cards.

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PROMO

From August 6 to November 11, 2018, you can earn 25% more rewards or cashback points (as applicable) when you buy gas at our partner Ultramar. 

The following Mastercard credit cards are eligible:

Allure, Edition, Escapade, Ovation Gold, Platinum, Platinum Business, World, World Elite

What can I get with my rewards points?

You can redeem your credit card rewards points for:

  • Brand-name items
  • Gift cards
  • Discounts with the travel agency or airline of your choice
  • Travel bookings with the À la carte Travel agency
  • Banking products from National Bank
  • Donations to certain organizations

Go to the À la carte online boutique to see all the available options and for more information on earning and redeeming points.

How do I redeem my rewards points?

or

  • Call the À la carte Rewards Centre at 1‑800‑341-8083 (toll free) or 514‑847‑8280 (Montreal area)

Conditions for redeeming points

  • You can only redeem points if your credit card account is in good standing, i.e., if you meet all requirements of your credit card agreement (e.g., making the minimum payment, paying annual fees)
  • You must have an address in Canada to redeem your points

For more information on earning and redeeming points, go to nbcrewards.ca.

Who can earn points?

All rewards credit card cardholders can earn points.

For individuals: Points are assigned to the main cardholder's account.

For businesses: Points are assigned to the business.

Baguette magique symbole astuce

PROMO

From August 6 to November 11, 2018, you can earn 25% more rewards or cashback points (as applicable) when you buy gas at our partner Ultramar. 

The following Mastercard credit cards are eligible:

Allure, Edition, Escapade, Ovation Gold, Platinum, Platinum Business, World, World Elite

Who can redeem the rewards points?

Only the primary cardholder can redeem the credit card rewards points.

How do I see how many points I've earned?

If you are the primary cardholder, you can see your total by:

For more information, read the My online bank FAQ.

Can I redeem my points for a cashback to my account?

Several cards offer the option of earning cashbacks credited to the account. Terms and conditions vary depending on the card. Consult the page about your card for details.

How many points do I need to travel?

When you book a trip online with the À la carte Travel agency, you can get a $100 travel credit for every 10,000 points you redeem—no matter which rewards credit card you have.

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Tip!

Do you have a PlatinumWorld MastercardWorld Elite or Platinum Business card? Book with the travel agency of your choice and get a discount of $100 for every 12,000 points redeemed. When you redeem over 55,000 points at once, each $100 travel discount will only cost you 11,000 points.

How can I use my rewards points to contribute to a cause that is important to me?

or

  • Call the À la carte Rewards Centre at 1 800 341-8083 (toll free) or 514 847 8280 (Montreal area)

Conditions for redeeming points

  • You can only redeem points if your credit card account is in good standing, i.e., if you meet all requirements of your credit card agreement (e.g., making the minimum payment, paying annual fees)
  • You must have an address in Canada to redeem your points

For more information on earning and redeeming points, go to nbcrewards.ca.

Managing my card

How do I increase or decrease my credit limit?

You can request a credit limit increase on your card at any time. Sign in to your online bank or contact Mastercard Customer Service. For more information, read the My online bank FAQ.

To request a limit decrease, email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu of your new online bank. Otherwise, contact Mastercard Customer Service.

How can I check my balance?

You can check your Mastercard credit card balance at any time by:

How do I view my statement?

You can view your online Mastercard statement at any time by:

For more information, read the My online bank FAQ.

How can I get an additional card for my account? 

Apply for a joint Mastercard in the Mastercard section of the old version of your online bank or call us at 1-888-483-5628.

I forgot my PIN. How can I get a new one?

If you’ve forgotten your PIN, go to one of our branches to get a new one.

How do I get my PIN? How can I change it?

When you receive a new card, your personal Identification number (PIN) will be sent to you in a separate envelope.

If you are replacing an existing card, your PIN will remain the same.

You can change the PIN of your Mastercard credit card at an ABM (National Bank or The Exchange network) or at a one of our branches.

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Tip!

Protect your account—never disclose your PIN!

I have a credit balance. How do I get reimbursed?

When you’ve paid too much on your credit card account, the amount will automatically be deducted from the next purchase you make on your Mastercard credit card.

If you are the primary cardholder and would prefer to receive a refund, you have two options:

  1. Request a cash advance at any ABM in the Mastercard or Cirrus network. A $3.50 cash advance fee will apply.
  2. Contact Mastercard Customer Service to request a refund via cheque or direct deposit. The fees and timeframe are as follows:

Refund method

Fees

Timeframe

Cheque

$5

10 business days

Deposit to bank account/line of credit

$0

5 business days


To get a refund via cheque or direct deposit, email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu of your new online bank.

How can I get a new card?

Want to switch to another card that's better suited to your needs? It's easy:

  1. Choose your new Mastercard credit card.
  2. Apply online. On the second page of the application form, select the option I wish to replace my existing card by the new card.

What do I do when my credit card expires?

If your account is in good standing, you don't need to do anything! You'll get your new card by mail before the expiry date.

Have your needs changed? This is a great opportunity to switch to a credit card that's better suited to your lifestyle.

I didn't receive my card. What should I do?

Email us at telnat@bnc.ca or fill out the form on the Help and contact page from the left-hand menu of your new online bank. Otherwise, call Mastercard Customer Service. We'll guide you through the steps to take.

I want to close my credit card account. What should I do?

To close your credit card account or get a Mastercard credit card that better suits your needs, call Mastercard Customer Service.

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Tip!

If you have set up automatic bill payments from your credit card, update your payment information with the merchants concerned to make sure your payments are made on time.

Payments

When do I have to make credit card payments?

The due date is indicated on your credit card statement. You can view your statement by:

For more information, read the My online bank FAQ.

How do I make payments?

You can make credit card payments by:

For more information, read the My online bank FAQ.

You can also make payments:

What should I do if I make a payment error?

You can correct a payment error by:

  1. calling our automated telephone service at 1‑888‑969‑2273
  2. filling out the form on the Help and contact page from the left-hand menu of your new online bank
  3. using our secure form if you haven't signed up yet

I'd like to set up automated monthly payments. Is that possible?

Of course. Setting up automated payments can save you money, as your payments will always be on time. To sign up, complete the authorization form [PDF].

Who will pay my credit card balance in the event of my death?

Your estate will be responsible for covering your credit card debt. However, you can take out credit card payment insurance, which will cover all or part of your balance in the event of your death.

Transactions

What's PayPass (contactless payment)?

Contactless payment is the quickest way to pay for smaller purchases with your Mastercard credit card. Just hold your card against the reader, and you're good to go! This feature is generally available for payments under $100 (the limit may vary from merchant to merchant). Explore the many benefits of Mastercard PayPass.

Do I need to activate PayPass on my credit card?

No activation is required. The PayPass symbol on your Mastercard credit card indicates that you can use the contactless payment feature. This feature is offered on all of our credit cards.

How do I use my Mastercard credit card's chip feature?

In addition to contactless payments, you can make payments in-store using your credit card's chip technology. Complete your purchase in just three easy steps!

  1. Insert the card in the terminal
  2. Follow the instructions on screen and enter your personal Identification number (PIN)
  3. Remove your card when indicated

What is Masterpass?

Masterpass is a digital wallet service that streamlines your online shopping by storing your payment and delivery information. This service is offered at no additional cost with all our Mastercard credit cards.

What service charges apply to my credit card?

Service charges may apply for the following transactions.

General charges

Additional copy of a bill25

$5.00

Additional copy of an account statement25

$5.00

Cheque issued for credit balance

$5.00

NSF cheque

$42.50

Foreign currency conversion

2.5%

Mastercard cash advance26 (per transaction)

Automated and teller-assisted services (National Bank)

$3.50

Other financial institutions in Canada*

$3.50

Other financial institutions outside of Canada***

$3.50

Insurance

What insurance is included with my credit card?

All National Bank Mastercard credit cards offer purchase protection and an extended warranty on most new items purchased with your card.4

How does credit card purchase protection work?

Purchase protection covers most new goods purchased on your credit card against theft or damage4 for a period of 90 to 180 days, depending on the type of card. For more information, see your insurance certificate. You can find a copy on the Mastercard credit cards page. Select your card, then click on Insurance under Benefits and features.

How does the extended warranty work?

The extended warranty doubles or triples (based on credit card selected) the manufacturer's warranty on most new items purchased with your credit card4. For more information, see your insurance certificate. You can find a copy on the Mastercard credit cards page. Select your card, then click on Insurance under Benefits and features.

How do I make a coverage claim?

For all claims or assistance:

  • Outside Montreal area: 1‑888‑235‑2645
  • Montreal area: 514‑286‑8345

What is credit card payment insurance?

If an unforeseen event occurs, such as a disability or involuntary job loss, payment insurance will cover all or part of the balance on your last credit card statement. Find out how credit card payment insurance can protect you.

Does my credit card include travel insurance?

The WorldWorld Elite and Platinum cards include comprehensive travel insurance4 for the primary cardholder, their spouse and dependent children travelling with them. For more information, see your insurance certificate. You can find a copy on the Mastercard credit cards page. Select your card, then click on Insurance under Benefits and features.

Discover the benefits of our travel credit cards.

Where can I find the insurance distribution guide for my card? 

Here are all distribution guides and insurance certificates:

Distribution guide | insurance certificate
  • Escapade card
  • Syncro card
  • Regular card
  • Edition card
  • Ultramar card
  • MC1 card
  • Allure card
  • Echo card
Consult the Distribution guide | Insurance certificate
  • Ovation Gold card
Consult the Distribution guide | Insurance certificate
  • Platinum card
Consult the Distribution guide | Insurance certificate
  • World card
  • World Elite card
Consult the Distribution guide | Insurance certificate
  • CMA/MD Platinum Mastercard
Consult the Distribution guide | Insurance certificate
  • CMA/MD World Elite Mastercard
Consult the Distribution guide | Insurance certificate
  • Solutions Banking Mastercard
Consult the Distribution guide | Insurance certificate
  • Solutions Banking Platinum Mastercard
Consult the Distribution guide | Insurance certificate
  • Solutions Banking World Mastercard
  • Solutions Banking World Elite Mastercard
Consult the Distribution guide | Insurance certificate

Benefits