Resolving issues with new credit cards
We're working on it
Unfortunately, the launch of our new Meridian credit cards has been causing issues for some of our Members. We’re working hard to resolve them as quickly as possible. Until then, use this page to check the status of any outstanding issues and get tips on how to get the best use out of your card.
Current issues
We’re committed to making sure you get the best credit card experience possible. Here are the issues that we’re currently working on resolving, with some notes on workarounds you can use until we get everything working perfectly.
As of Monday, March 6 we are working on:
Issue | Status |
|---|---|
| Members are currently unable to change their PIN | We’re working on a solution to enable PIN changes at Meridian ABMs. PIN change testing is currently underway with our partners and, once testing is complete, details and instructions on how to change your PIN will be shared here and in our branches. Until we fix this, we recommend that you use the PIN that came with the card or use tap payments for purchases up to $250. |
| Members using their new cards at POS may unexpectedly receive messages in French | We have identified the cause of this issue and will be implementing a fix that will resolve this problem for new cards issued after the fix takes effect. Members will be invited by email to request a replacement card beginning in April. This card replacement will be voluntary. |
| Some Members are experiencing issues changing from print to electronic statement. | We are working to resolve this issue so that a change to electronic statements can be made at the account level. Until then, the change must be made by toggling at both the account and card level in eZCard. Click on the Statements tab>>Statement Delivery Options>>Select Electronic. |
| The Billing Account Number is currently masked on statements for consolidated Business Banking accounts, which is causing payment challenges for some Members. | We are working to have Billing Account Numbers unmasked on consolidated Business Banking account statements. |
| Members will not be able to use a Meridian Visa in Cuba at this time. | We are investigating if Cuba can be removed from the blocked country list. |
Issue | Tips to support |
|---|---|
| Some cardholders can’t find their points balance in eZCard. | Ensure that you are viewing at the Account level, and then navigate to “Account Details” and “View Rewards”. To toggle to the account level, please click on the -> arrow sign in the upper corner of eZCard underneath LOG OUT. |
| Some Members are getting fraud alerts and declined transactions. | Each time you use your Meridian Visa, our new fraud detection system learns more about your transactional behaviour so it can better identify potentially unauthorized transactions or fraudulent activity. As a result, you may receive a Fraud Alert through a text message and/or email when making a purchase. When the system identifies an unusual transaction, the Fraud Alert will ask you to verify whether the transaction is legitimate. Here are some tips for handling fraud alerts:
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| Some Members are having trouble activating their new card when calling from a phone number that’s not associated with the card. This is more common for Business Members who may not be able to make outbound calls from their main business lines. | The best thing to do is activate your card by calling into Meridian’s Contact Centre at 1-866-592-2226 or by setting up eZCard. |
| Some Business Members are reporting that the sub-cards for their employees are not activated. | Some Business Members are reporting that the sub-cards for their employees are not activated.While all cardholders received a new card, Business sub-cards do not need to be activated individually. If you are a Business Member you can activate cards associated with your account on behalf of your employees by calling Meridian Contact Centre. |
| The activation message is asking Members to sign their new cards, even though there’s no signature box. | Ignore this. You do not need to sign your new card in order to activate or use it. |
Get the most out of your new Meridian Visa*
Here are a few key tips for using any new credit card.
Update your information for trouble-free transactions
- Ensure that you delete your old card information and add your new card information to any pre-authorized payments with merchants that have your card on file (e.g., Amazon, Uber, Rogers, etc.), including your new expiry date and new three-digit security code on the back of your card.
- In your mobile wallet (e.g., Apple Pay, Google Pay, etc.), delete your old card information and add your new card, including your new 16-digit card number (if it changed), expiry date, and new three-digit security code on the back of your card.
- Update any automated bill payments with your new card information, especially for payments processed through Meridian or another financial institution.
Select your preferred statement method
The default method for receiving your Meridian Visa statement is by mail. If you want to get eStatements instead, just sign in to eZCard, go to Statements, select “paperless” delivery and follow the steps for enrollment. If you're changing your statement preferences using your mobile device, it’s best to use a mobile browser and not the app.
Log in to eZCard
Check out eZCard to familiarize yourself with all the account information and features available. For example, you can check your limit in eZCard (or on your statement), review recent transactions, pay your bill, and more.
Business Members: Log in to eZBusiness
If you’re a business cardholder and you need login credentials for eZBusiness, please complete the Account Setup Form and return it to our Meridian Advisor.
Still need to activate your card?
If you haven’t activated your new card yet, simply call 1 (877) 205-3142.