Cardholder FAQ: Canada Mastercard ®

You may use the card everywhere Mastercard is accepted – in stores, online or by phone.

• For in-store transactions, insert the chop card into the terminal and select “credit” or “debit.”
• ATM access will require a Personal identification Number (PIN). See How do I change/retrieve a PIN form my ClinCard Mastercard? below for information on that process.
• Get cash back when making a purchase (requires “debit” transaction to be selected & PIN entered).
  • Not all stores offer this option; stores may restrict how much cash back can be withdrawn. In addition, the amount withdrawn is subject to the card’s daily purchase limits.
• Get cash using an ATM (requires PIN). Note that this may incur a fee (see Are there any fees when using the ClinCard Mastercard Prepaid? for more information).

All cards are automatically activated once your first payment/reimbursement is loaded or when you confirm activation via the Interactive Voice Response System (IVRS)* by calling 1-855-587-3910. Note that payments can only be loaded by the organization that provided the card.

• Sign the back of the card immediately upon receipt.
• You may now begin using the card in-store, online or to make purchases by phone; simply select the “credit” payment option.
• Merchants may automatically default a transaction to “debit”; if so, request that the cashier cancel and rerun it as a “credit” transaction.
• Select merchants may no longer give customers using a debit card with a chip the option to change payment type to “credit”; in this case, you will be required to enter a valid PIN to complete the transaction.
• To retrieve your PIN and use the card at an ATM or get cash back with the “debit” function, contact Greenphire Patient Payments Customer Service at 1-855-587-3910. (See What Customer Service is Available?)
• Always protect your card by keeping it in a safe place. If your card is lost or stolen, immediately contact Greenphire Patient Payments Customer Service at 1-855-587-3910.

* To verify your identity through the IVRS, you must provide your 16-digit card number and valid PIN. In order to set/change your PIN, you must follow the IVRS prompts and provide the date of birth associated with your card account.

The PIN is the access code to your account for all pinned Point of Sale (POS) purchases and ATM transactions. To retrieve your PIN:

1. Call Customer Service at 1-855-587-3910 and follow the prompts through the Interactive Voice Response System (IVRS).
   • PIN retrieval or change can also be performed through the ClinCard cardholder website.
   • PIN retrieval or change will require you to enter your 16-digit card number and a valid Date of Birth.
2. Memorize the PIN and do not share it with anyone.

You can check your available balance in any of the following ways:

1. Call Greenphire Patient Payments Customer Service at 1-855-587-3910 and follow the prompts through the IVRS.
2. Log in to the ClinCard cardholder website at www.clincardca.mycardplace.com (see How do I log into the ClinCard cardholder website?).
3. Balance inquiry at ATM (requires PIN).
   • May incur a fee at ATMs.

1. Insert your card and enter your PIN.
2. Select “Checking” and then “Withdrawal” to get cash out, or “Checking” followed by “Balance Inquiry” to check your balance.
3. Enter the amount you wish to withdraw.
4. Take your card, cash and receipt.

Please note the following:

• ATM operators may impose an additional “convenience fee” or “surcharge fee” for certain ATM transactions. A sign should be posted at the ATM to indicate any additional fees.
• Be sure to factor in the ATM fees to ensure you have an available balance to cover the withdrawal amount and applicable ATM fees, or the transaction may be declined.
• You may also be charged a fee by the ATM operator even if you do not complete a transaction.

There are no fees for the following:

• Making online or in-store purchases
• Calling the automated system for balance inquiries
• Calling the Customer Service number - 1-855-587-3910 - and speaking to a live agent
• Addition of funds to the card (Note: Funds can only be added to the card by the site)

The following activities will incur a fee* to the balance on your Greenphire Patient Payments:

• Not using the card for more than 12 months will incur a monthly fee.

• ATM withdrawals (fees vary based on location).

  If using an out-of-network ATM, be sure to factor in the ATM fees to ensure you have an available balance to cover the withdrawal amount and applicable ATM fees, or the transaction may be declined.

  Note that you may also be charged a fee by the ATM operator even if you do not complete a transaction.

• Requesting a replacement card through Customer Service or the cardholder website. Note that your study site might be able to replace your card at no charge.
• Using your card outside of Canada will incur a foreign exchange fee.

* See the Terms and Conditions received with your card for additional information.

If the payment due is for more than the available balance on your card, be sure to inform the cashier of the designated amount you would like to use. Otherwise, if the card is authorized for an amount higher than the available balance, it will be declined.

Please take the following action, as appropriate:

• Lost or stolen - If your card is lost/stolen, or you discover unauthorized charges on your card account, immediately call Greenphire Patient Payments Customer Service at 1-855-587-3910. Customer Service will immediately close the card account to minimize losses, send you a replacement card, and assist you in opening a dispute case, if applicable. You must contact Customer Service no later than sixty (60) calendar days after the transaction is posted to the card account.
• Expired - If the card has expired, or is due to expire in the next month, please contact Greenphire Patient Payments Customer Service at 1-855-587-3910. If your current card has not yet expired, it will be automatically inactivated at the time you request a card replacement.

Note: If you try to perform a transaction on a card that has been suspended or closed, the transaction will fail. However, if the card replaced is linked to the same cardholder profile as the original card, your available card balance will automatically transfer to the replacement card.

*A fee for replacement cards may be applicable, please see your Fee Schedule.

The ClinCard Prepaid Mastercard has a Zero Liability Policy designed to protect cardholders from unauthorized transactions. With this policy, the cardholder’s liability is limited to zero upon notification form the cardholder of an unauthorized ClinCard Prepaid Mastercard transaction. The policy provides cardholders with added protection from unauthorized transactions provided they:

• Exercise reasonable care in safeguarding their card from any unauthorized use.
• Promptly report any loss or theft of the card to Customer Service.
• Complete the required dispute form and submit to the specified contact for any errors or unauthorized transactions within sixty (60) calendar days after the transaction in question is posted.*

* This is why it is necessary to regularly monitor your card balance and activity by visiting www.clincardca.mycardplace.com, or calling 1-855-587-3910 and following the IVRS prompts for available balance and recent card activity.

A replacement card will typically take between 7-10 business days to arrive.

Once you receive a replacement card, you will need to call Customer Service at 1-855-587-3910 to activate it. Note that where your original card was embossed with “Valued Cardholder,” your replacement card will be embossed with your name.

Yes, please note the following:

• Gas Stations – When paying at the pump, you may encounter an account hold of additional funds, making that held amount unavailable for other purchases; this hold may take days to be removed. Alternatively, you may consider paying inside, where you can specify how much gas you would like to purchase.
• Restaurants – Restaurants (including fast food establishments) may verify you have enough in your account for the bill. If applicable, make sure you have enough funds to cover any added tip (20% above the bill total).
• Hotels – A hotel may hold the amount of your estimated bill, making that amount unavailable for other purchases. When you check out, the hold may take days to be removed.
• Auto Rentals – You may use your card as a final payment for a rental car, but a credit card may be necessary to initially reserve a rental car.
• Returns – Store return policies vary. You may receive a credit to your account, a cash refund, or a store credit. A credit to your account may take up to one week to process before it is available for use.
• Card Security – According to market research, you can reduce your chances of being the victim of fraudulent activity to less than 0.5% on debit/credit cards by following six simple guidelines to protect your card, account, profile, and sensitive data (see How can I keep the ClinCard Prepaid Mastercard secure?).

If you need help at any time, Greenphire Patient Payments Customer Service is available around the clock at 1-855-587-3910.

• Secure online assistance in English/Frenchat the cardholder website (www.clincardca.mycardplace.com). Through the cardholder website, you have access to:
  • Balance inquiry
  • Transaction history (including a downloadable electronic statement)
  • Retrieve/change PIN
  • Request a card replacement
  • Frequently Asked Questions (FAQs)
  • Dispute Form
• Automated customer service in English/French Canadian at 1-855-587-3910. With automated Customer Service through the Interactive Voice Response System (IVRS)** you can:
  • Check your balance
  • Check recent transactions
  • Find the date and amount of your last payment
  • Retrieve/change your PIN

  ** To verify your identity through the IVRS, you must provide your 16-digit card number and valid PIN. If you need to retrieve/change your PIN, you can follow the IVRS prompts and provide the date of birth associated with your card account.

• Call live Customer Service*** at 1-855-587-3910. In English or French Canadian you can:
  • Report a lost, stolen or expired card
  • Ask questions about your card account statement
  • Unlock a blocked PIN (after multiple failed attempts)
  • Report a lost, stolen or damaged device linked to your card

  *** To assist you, we will first have to verify your identity, requiring you to provide a valid name, address and date of birth associated with the card account.

1. Navigate your web browser to www.clincardca.mycardplace.com.
2. If this is your first time accessing this website, enter your full 16-digit card number in the Register Account field, and follow the prompts to create a username and password (requires you to provide your 16-digit card number and date of birth).
   • Your password must contain a minimum of 8 characters, including one uppercase letter, one lowercase letter, one number and one special character.
3. Once your account is registered, you are now able to sign in by entering the username and password you previously created.
4. View your card balance on the homepage.

If you are having difficulty getting in touch with Greenphire Patient Payments Customer Service and are therefore unable to set/change your PIN, register an account on the website, etc., please immediately contact the organization that initially provided you with the ClinCard Prepaid Mastercard. Request that the organization confirm they:

1. Entered all your required personal information accurately and completely (e.g., full legal name, home address, and date of birth).
2. Assigned the correct card to your cardholder profile in the Greenphire Patient Payments portal.
3. Successfully loaded the first payment/reimbursement onto your ClinCard Prepaid Mastercard Card (thus activating the card).

Follow these simple guidelines to protect your new Greenphire Patient Payments account, profile, and sensitive data.

1. Getting Started
   • Click on the website link (www.clincardca.mycardplace.com) from a private browser.
   • Always call the number for Customer Service, which is provided to you by your institution.
   • Do not provide sensitive information over the phone unless the call is initiated by you.
2. Receiving your Card
   • Provide the correct mailing address and contact information for delivery (if a replacement card is required).
   • Immediately contact Customer Service if the card is not received within the specified timeframe.
   • Upon receipt, make sure that your card package is sealed and not damaged.
3. Accessing your card
   • Sign the back of your new card as soon as you receive it.
   • Set a new PIN that is easy for you to remember, using the IVRS.
   • Create a secure web login and memorize your log in information.
4. Personal Identification Number (PIN)
   • Make sure you do not use a date or information that can easily be figured out (e.g., date of birth).
   • Do not use a sequence of numbers from your card, sequence of consecutive numbers (e.g., 1234 or 6789), or repeat numbers (e.g., 5555 or 9999).
   • Do not write down your PIN anywhere. Memorize it!
5. User and Password Protection
   • Always use complex passwords for web login, containing alphanumeric & special characters.
   • Password must contain eight or more characters (e.g., Qu@ntuM7).
6. Securing your Information Over the Internet
   • Always use an anti-virus program and turn on automatic system updates.
   • Whitelist your desired websites through your system firewall.
   • While shopping online, be aware of terms & conditions to avoid recurring charges.