Vanilla Prepaid Card FAQ
Short answers to the questions Canadian cardholders ask most. Each answer links to a longer guide.
Reminder: we can't look up balances or transactions. For anything specific to your card, contact the issuer using the details printed on it.
Is this the official Vanilla Prepaid website?
No. Cardholder Vanilla is an independent educational guide. We are not connected to Vanilla Prepaid, Peoples Trust Company, Visa or Mastercard and cannot access any card account. Use the website and phone number printed on the back of your card for account help.
How do I check my Vanilla Prepaid balance?
Visit the balance website printed on the back of your card and enter the card number, expiry date and 3-digit security code, or call the toll-free number on the card. Full balance guide.
How do I view my Vanilla Prepaid transactions?
Sign in on the issuer's balance website with your card details; recent purchases, pending holds and refunds appear in the account view. How to read your transaction history.
Who issues Vanilla prepaid cards in Canada?
Canadian Vanilla prepaid Visa and Mastercard gift cards are issued by Peoples Trust Company, a federally regulated trust company, under licence from the card network.
Do I need to activate the card?
Cards are normally activated by the cashier when you pay. Keep the receipt as proof. Activation help.
Why should I register my card?
Registering your name and Canadian postal code lets online stores verify the billing address, which prevents many online declines.
Can I reload a Vanilla prepaid card?
No. Vanilla gift cards are non-reloadable. When the balance is used up, the card is finished.
Can I use it online?
Yes, wherever the card's network is accepted. Register it first and use the same billing address at checkout. Online shopping tips.
How do I use the whole balance if my purchase costs more?
Ask the cashier to split the payment: charge the exact card balance to the prepaid card and pay the rest another way.
Why was my card declined?
Common reasons are an insufficient available balance, a billing postal code mismatch, a pre-authorization hold, a foreign currency fee or a merchant that doesn't accept prepaid cards. Decline checklist.
What fees are there?
A one-time purchase fee when you buy the card, and possibly a foreign transaction fee on non-CAD purchases. Check the cardholder agreement for the full list. Fees explained.
Does the money expire?
The card has an expiry date, but the loaded funds generally don't expire under federal rules for prepaid products. Contact the issuer about a replacement if the card expires with money on it.
What if my card is lost or stolen?
Call the issuer immediately with your receipt and any record of the card number, and ask them to block the card. Lost card steps.
Can I get cash from an ATM with it?
These cards are generally intended for purchases rather than cash withdrawals. Check your cardholder agreement.
Where can I buy one?
At many large retailers, pharmacies, gas stations and convenience stores across Canada. Where to buy.
Someone asked me to pay them with a Vanilla gift card. Is that okay?
If the request came from someone claiming to be a government agency, a company or someone you haven't met in person, it is almost certainly a scam. Scam warning signs.
Didn't find your answer? Send us your question and we'll consider adding it to this page. Please don't include any card details.