Frequently Asked Questions

Cardholders and merchants can find answers to frequently asked questions about the PACE Rewards program below. If you don't find the answers you are seeking please email pacerewards@pacecu.com and a representative will respond to your inquiry as soon as possible.


I am a cardholder and I have some questions Expand/Collapse

How can I get a PACE Rewards Card?

PACE Reward cards are only available as part of an incentive campaign for PACE members. The funds on the card are then spent at member businesses who are participating in the program.  PACE will periodically run campaigns, for example the Friends and Family campaign, where each time a member refers someone new to join PACE they would get $50 on a Rewards card and the person they referred would also get $50 on a card.  The Friends & Family campaign is presented as an example, and all campaigns are subject to some conditions.  Make sure you check the www.pacecu.com website for updates on the latest campaign or talk to your branch staff.  

How do the members accumulate points or money on their card?

They don’t.  This is not a credit card.  This card does not accumulate points or additional funds in the form of ‘cash back’.  The money is pre-loaded by PACE and when the funds have been spent the card is disposable.   

How can a card holder find their available balance of the prepaid card?

The value of the prepaid card will be written on the back of the prepaid card and may be listed with the materials that came with the prepaid card when it is received.  Other options include calling the number, 1 800-755-8608, that is on the back of the card or check www.getmybalance.com

Does the PACE Rewards card expire?  What happens to any money left on the Card?

The PACE Rewards card expires one year after funds are loaded onto the card.  At the end of the expiry period the funds are returned to PACE Savings & Credit Union to be used again for a future incentive program.  We encourage you to enjoy your reward as soon as possible.    

What if the prepaid card is declined?

There are 4 reasons a card would be declined:
         1.    The amount on the card is lower than the item being purchased. 
                Solution:  the cardholder should check the balance (see, “How can a card holder find the available balance on the prepaid card?”), tell the cashier how much is available on the prepaid card to use towards the       purchase, and pay the remainder with another form of payment.
         2.    The merchant is no longer a valid merchant. 
                Solution: report problem to PACE we will ensure the merchant status is active.  If a merchant changes or upgrades their POS supplier, sometimes they will need to register their ‘merchant number’.
         3.    The card is damaged.  Typically because the magnetic stripe on the back has been scratched or demagnetised by a magnet, in a purse or cell phone case.
                Solution:  Contact PACE for a replacement card.  The first one will be free of charge and after that there will be a $2.00 admin charge.  The new card will be loaded with the balance of the old card.
         4.    On a rare occasion the host StoreFinancial host system could be unavailable. 
                Solution: Wait and try again in 30 minutes.

How can a cardholder track activity on the prepaid card?

Transaction history is available through www.getmybalance.com.  In the event you notice a possible duplicate transactions, you have 60 days, from the time of transaction, to bring it to our attention, or is will be deemed accepted by the cardholder. 

Can the card holder re-load the prepaid card?

No, the prepaid card is not re-loadable.  However, returns and credits can be applied as a result of a return or exchange.  See the Retailer, Disputes, Returns and Exchanges section.

Who is responsible for the use of the card?

The cardholder is responsible for the possession, use and control of the card.  If you authorize another person to use the card you agree, to the extent permitted by law, that you will be liable for all transactions arising from use of the card by such a person.

What if the prepaid card is physically damaged or stolen?

As per our Card Holder Agreement (sent out with the card) “If your card is lost or stolen, it will not be replaced”.  

Can other forms of payment be used with the prepaid card when making a purchase?

Yes.  The cardholder should inform the cashier that they would like to do a split tender transaction.  They should let the cashier know how much to deduct from the prepaid card and how much to deduct from the other payment method(s).  Please note that some stores are not able to split purchases between prepaid cards and credit or debit cards.  In these cases, a cardholder may need to pay the difference in cash or cheque.

Will there any additional administrative fees charge to my card?

There are no additional ‘usage’ fees. 

Can the prepaid card be used at an ATM, “Pay at Pump Gasoline,” or gratuities?

No.  The prepaid card cannot be used at ATM’s, Pay at Pump Gasoline, or for tips or gratuities. 

Can the prepaid card be used online, for mail orders, or phone order purchases?

No.  The prepaid card will decline if these types of purchases are attempted.

Who is StoreFinancial?

StoreFinancial is an international payment systems processor based in Overland Park, Kansas, with offices in Canada.  They manage the merchant database and management of the funds held on the prepaid cards.

Who is Peoples Trust Company?

The card is issued by and is the property of Peoples Trust Company.  It is their Cardholder Agreement that has the final say in how the cards are to be used.  The Cardholder Agreement is sent out with the cards, by PACE on their behalf.  

Retailer Disputes, Returns or Exchanges

As the transactions are processed real-time, our supplier cannot stop payment on a purchase using the Card, after the purchase has been authorized. When you use the Card, the Retailer may provide a receipt like that used with a credit or debit card. Please check the receipt to verify the transaction amount. If the amount is incorrect, you should notify Retailer to correct the error. PACE and StoreFinancial are supplying the card only, and we are not a Retailer and are not the supplier of the goods or services purchased with the Card. If you have a problem with a purchase or a dispute with a Retailer, you must deal directly with the Retailer. You agree that PACE and StoreFinancial are not responsible for the goods or services purchased with the Card, including their sale, quality, or fitness, and that PACE and StoreFinancial are not liable if a Retailer fails or refuses to accept the Card. Any returns or exchanges will be governed by the policies of Retailers and applicable law. You may be required by a Retailer to present the Retailer receipt and the Card when returning merchandise. If you receive a refund relating to a Card transaction, you agree to accept a credit on the Card in lieu of cash, unless otherwise required by law. Any credit to the Card that results from a return or exchange of merchandise may not be available for use by you for up to 10 business days. A credit to a zero balance Card will reinstate the Card. The reinstated Card will be subject to the terms and conditions.

What should a cardholder do with the prepaid card once the funds are depleted?

Ordinarily you could cut up and dispose of the card, once the funds have been reduced to zero.  There is NO personal information listed on the card.  However, if you have recently purchased an item that could be returned, you would be advise to hang onto the card, until you have dealt with the merchant directly. See the Retailer, Disputes, Returns and Exchanges section.

If I need further clarification on an item, who can I call or email?

Call 1.877.588.7223, during business hours or email ‘pacerewards@pacecu.com’.

I am a merchant and I have some questions Expand/Collapse

How can I become a participating merchant? 

The qualifications:

1.    You or your business must hold accounts and conduct business with PACE Savings & Credit Union.
2.    You must have at least one POS terminal and be able to process a Mastercard transaction. 

The process:

1.    Contact your PACE branch or call 1-8888.635.0506. 
2.    PACE will send out a registration package. 
3.    Follow the instructions in the package, i.e. process one dummy transaction with the blank white card.
4.    Complete the Merchant Agreement form, sign it and email to ‘pacerewards@pacecu.com'.  Or mail/bring it to your local branch.
5.    Don’t forget to add your website so we can link to your website!  Also a brief description of the nature of your business.

Benefits:

1.    Additional traffic/revenue from PACE members with PACE Rewards cards.
2.    Free advertising on our PACE website, i.e. type of business and location.
3.    Free link to your own website.
4.    No additional fees related to processing the PACE Rewards transactions.

Is this a Mastercard? 

No, it is not a Mastercard.  It is a closed network prepaid card that goes through the Mastercard network. 

Can we process the Rewards card like ‘Gift’ card?

No. The card must be processed as a credit card.  It is not a gift card.

What will it cost me, as a merchant to process a transaction? 

There are no additional ‘PACE Rewards’ fees related to processing this particular card, you will however, already have an agreement in place for the cost of processing transactions through the Mastercard network. 

Can other forms of payment be used with the prepaid card when making a purchase?

Yes.  The cardholder should inform the cashier that they would like to do a split tender transaction.  They should let the cashier know how much to deduct from the prepaid card and how much to deduct from the other payment method(s).  Please note that some stores are not able to split purchases between prepaid cards and credit or debit cards.  In these cases, a cardholder may need to pay the difference in cash or cheque.

What if the prepaid card is declined?

There are 4 reasons a card would be declined:
1.    The amount on the card is lower than the item being purchased. 
Solution:  the cardholder should check the balance (see, “How can a card holder find the available balance on the prepaid card?”), tell the cashier how much is available on the prepaid card to use towards the purchase, and pay the remainder with another form of payment.
2.    The merchant is no longer a valid merchant. 
Solution: report problem to PACE we will ensure the merchant status is active.  If a merchant changes or upgrades their POS supplier, sometimes they will need to register their ‘merchant number’.
3.    The card is damaged.  Typically because the magnetic stripe on the back has been scratched or demagnetised by a magnet, in a purse or cell phone case.
Solution:  Contact PACE for a replacement card.  The first one will be free of charge and after that there will be a $2.00 admin charge.  The new card will be loaded with the balance of the old card.
4.    On a rare occasion the host StoreFinancial host system could be unavailable. 
Solution: Wait and try again in 30 minutes.

How can a card holder find their available balance of the prepaid card?

The value of the prepaid card will be written on the back of the prepaid card and may be listed with the materials that came with the prepaid card when it is received.  Other options include calling the number, 1 800-755-8608,  that is on the back of the card or check www.getmybalance.com.

Can the prepaid card be used at an ATM, “Pay at Pump Gasoline,” or gratuities?

No.  The prepaid card cannot be used at ATM’s, Pay at Pump Gasoline, or for tips or gratuities. 

Can the prepaid card be used online, for mail orders, or phone order purchases?

No.  The prepaid card will decline if these types of purchases are attempted.

Does the PACE Rewards card expire?  What happens to any money left on the Card?

The PACE Rewards card expires one year after funds are loaded onto the card.  At the end of the expiry period the funds are returned to PACE Savings & Credit Union to be used again for a future incentive program.  We encourage you to enjoy your reward as soon as possible.    

Who is StoreFinancial?

StoreFinancial is an international payment systems processor based in Overland Park, Kansas, with offices in Canada.  They manage the merchant database and management of the funds held on the prepaid cards.

Who is Peoples Trust Company?

The card is issued by and is the property of Peoples Trust Company.  It is their Cardholder Agreement that has the final say in how the cards are to be used.  The Cardholder Agreement is sent out with the cards, by PACE on their behalf.  

How can a PACE member track activity on the prepaid card?

Transaction history is available through www.getmybalance.com

Can the card holder re-load the prepaid card?

No, the prepaid card is not re-loadable.  However, returns and credits can be applied.

Retailer Disputes, Returns or Exchanges

As the transactions are processed real-time, our supplier cannot stop payment on a purchase using the Card, after the purchase has been authorized. When you use the Card, the Retailer may provide a receipt like that used with a credit or debit card. Please check the receipt to verify the transaction amount. If the amount is incorrect, you should notify Retailer to correct the error. PACE and StoreFinancial are supplying the card only, and we are not a Retailer and are not the supplier of the goods or services purchased with the Card. If you have a problem with a purchase or a dispute with a Retailer, you must deal directly with the Retailer. You agree that PACE and StoreFinancial are not responsible for the goods or services purchased with the Card, including their sale, quality, or fitness, and that PACE and StoreFinancial are not liable if a Retailer fails or refuses to accept the Card. Any returns or exchanges will be governed by the policies of Retailers and applicable law. You may be required by a Retailer to present the Retailer receipt and the Card when returning merchandise. If you receive a refund relating to a Card transaction, you agree to accept a credit on the Card in lieu of cash, unless otherwise required by law. Any credit to the Card that results from a return or exchange of merchandise may not be available for use by you for up to 10 business days. A credit to a zero balance Card will reinstate the Card. The reinstated Card will be subject to the terms and conditions.

What should a cardholder do with the prepaid card once the funds are depleted?

Ordinarily you could cut up and dispose of the card, once the funds have been reduced to zero.  There is NO personal information listed on the card.  However, if you have recently purchased an item that could be returned, you would be advise to hang onto the card, until you have dealt with the merchant directly. See the Retailer, Disputes, Returns and Exchanges section.

How will the members get a PACE Rewards Card?

PACE Reward cards are only available as part of an incentive campaign for PACE members. The funds on the card are then spent at member businesses who are participating in the program.  PACE will periodically run campaigns, for example the Friends and Family campaign, where each time a member refers someone new to join PACE they would get $50 on a Rewards card and the person they referred would also get $50 on a card.  The Friends & Family campaign is presented as an example, and all campaigns are subject to some conditions.  Make sure you check the www.pacecu.com website for updates on the latest campaign or talk to your branch staff.  

How do the members accumulate points or money on their card?

They don’t.  This is not a credit card.  This card does not accumulate points or additional funds in the form of ‘cash back’.  The money is pre-loaded by PACE and when the funds have been spent the card is disposable.   

If I need further clarification on an item, who can I call or email?

Call 1.877.588.7223, during business hours or email ‘pacerewards@pacecu.com’.
 

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