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Resolving issues with new credit cards

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, November 21, we are working on:

Issue

Status

Digital card is missing from mobile wallet for some cardholders.We're aware of the issue and are working to resolve it.
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.
We are aware of some content issues on the November statements and are working to ensure that they are corrected on the next statement. Please continue to make your Visa payments as you normally would. If you have questions about your statement, please contact the Meridian Contact Centre at 1 (866) 592-2226.
Members are currently unable to change their PIN.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 ABMs may unexpectedly receive messages in French or Spanish.We're aware of the issue and are working to resolve it.
Some Members may have transactions declined with gaming sites (e.g. OLG).We're aware of the issue and are working to resolve it.


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:
  • Text message alerts will come from the short code “869750” and email alerts from fraudservicecenter@meridiancu.ca. Note: Please ensure that you respond only to messages from these specific senders.
  • If you receive an alert, please proceed with the verification process as outlined above. Note: If your transaction is declined and you have not received a Fraud Alert notification, please check your email spam folder.
  • If you deleted or ignored an alert, you can also validate a transaction by calling the number on the back of your card.
  • To receive these important alerts in a timely fashion with minimal interruption to transactions, please ensure that we have your current contact information on file.
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.
eZBusiness Account Administrator access has been delayed.We are working hard to resolve this. Don’t forget individual cardholders can self-register for eZCard to view transactions (including declines), statement, and more.

Tips to register for eZCard:
  • Cardholder should enter the name as it appears on the card carrier as it can vary from the name on the card
  • Username should have no spaces
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.

eZBusiness Account Administrator Setup Form (PDF, 155 KB)

Still need to activate your card?