Cardholder Frequently Asked Questions

1. What is a We Financial Visa Prepaid Card?

It is a reloadable prepaid card that you can load funds to over and over again.  Your spending is limited to the amount of money you load on your card, less the applicable fees outlined in the Fees and Limits. You can use your card anywhere Visa is accepted, including online and at any ATM displaying the Visa/Plus logo

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2. How is the We Financial Visa Prepaid different than a credit card?

It is a prepaid card, which means you need to load money to your Card in order to use it. It does not offer a line of credit like credit cards, and because no credit is granted and no payments are required, this Card does not build credit history.

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3. How do I get a We Financial Visa Prepaid card?

You can get a temporary card at Northern, NorthMart, Valu Lots and select Giant Tiger stores. You'll need 2 pieces of ID (government-issued and one photo). We will mail your permanent We Financial Visa Prepaid chip card to you within 3 weeks, personalized with your name. Make sure that you activate this card as soon as you receive it.

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4. Do I need to activate my We Financial Visa Prepaid card?

For your convenience your temporary We Financial Visa Prepaid card will be automatically activated when you load funds on your card. However, your permanent EMV Chip card will need to be activated by you, either by signing up at wefinancial.ca and going to “Activate my card” or by calling us at 1-855-887-3946.  You will be asked to create a PIN (if you have not already done so) when you activate your card.

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5. Why are there two cards, temporary and permanent?

Your temporary Instant Issue We Financial Visa Prepaid card allows you to use your card immediately. In the meantime, we will be issuing a permanent personalized card with your name embossed on it. It might take up to 3 weeks to arrive by mail. Make sure that you activate this card as soon as you receive it.  Once you have activated your personalized card, your temporary card can no longer be used and should be destroyed.

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6. Do I need a Personal Identification Number (PIN)?

Yes, a PIN is required for your day to day purchases and at ABMs/ATMs. You will need to create your own PIN (four digits) at any We Financial location, or www.wefinancial.ca, or by calling 1-855-887-3946 and following the prompts. Please note that we do not keep a record of your PIN, however you may reset your PIN by calling the IVR (fees may apply) or go to the We Financial website.

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7. How does my We Financial Visa Prepaid card work?

You can use it anywhere that Visa cards are accepted; in stores, online or over the phone. Because it is a prepaid card, spending is limited to the amount of money you load on your card less applicable fees outlined in the Fees and Limits. Each time you use your card, the purchase amount is automatically deducted from your card balance.

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8. Are there any fees associated with my We Financial Visa Prepaid card?

Yes, all applicable fees are outlined in the Fees and Limits, and can also be found at wefinancial.ca.

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9. How do I load money onto my We Financial Visa Prepaid card?

a. You can load a cheque, cash or complete a card to card transfer at any We Financial location.
b. PayDirect. Visit any We Financial and we will provide you with your PayDirect Account Number. The store clerk can assist you by providing your PayDirect Account Number, calling Service Canada or help you complete the form that we will then forward to the Federal Government on your behalf. Please note however, that we are unable to track your enrollment if you use any other registration methods. The first PayDirect load to your We Financial Visa Prepaid card may take up to three months after the Government receipt of your completed enrollment form. Until then, you will continue receiving your government payments by cheque.
c. Payroll. If your employer has a direct deposit payroll program and you are interested in having your pay loaded directly to your We Financial Visa Prepaid Card, you must provide your employer with their payroll enrollment form completed with your PayDirect Account Number. The PayDirect Account Number can be obtained at any We Financial location or at www.wefinancial.ca .
d. Online Bill Payment. You can transfer funds from your financial institution account to a We Visa card. Just add We Financial Visa Prepaid as a payee and the 16-digit We Visa card number. This option is only available at participating financial institutions.

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10. Is there a limit to the amount of money I can load or spend to and from my We Financial Visa Prepaid card?

Yes, there are load and spend limits that apply to your card. Please refer to the Fees and Limits.

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11. Can I withdraw cash from an ABM/ATM using my We Financial Visa Prepaid card?

Yes. Your card is accepted at ABMs/ATMs with the Visa/Plus logo, subject to the fees outlined in your Fees and Limits. Withdrawing cash may be subject to additional ATM fees by the ATM provider.

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12. How do I log in to the We Financial Visa Prepaid card website?

The first time you visit wefinancial.ca click on the link that says "Sign in" and follow the instructions to create a user name and password. Once you have set these up, you can use them to log in to the website in the future.

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13. How do I check the balance of my We Financial Visa Prepaid card?

• You can call the number shown on the back of your card (1-855-887-3946), subject to the fees outlined in your Fees and Limits
• Also, when you complete a cash withdrawal at an ABM/ATM your transaction receipt will display your remaining balance. Subject to the fees outlined in your Fees and Limits
• Log into your account at wefinancial.ca
• Sign up for free Email alerts at your store or online at wefinancial.ca
• Sign up for free SMS Text Alerts at your store or online at wefinancial.ca. Check with your cellular provider as they may charge a fee for receiving web-based text alerts.

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14. How do I make a purchase with my We Financial Visa Prepaid card?

Be sure to know your card balance before you shop as most merchants cannot determine it for you. Swipe your card through the PIN pad and then sign the receipt. Each time you use your card the purchase amount and any applicable fees are automatically deducted from your card.

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15. What if I change my mind and want to cancel a purchase?

If the merchant cancels a transaction at your request it may take up to 15 days for the authorization hold to be removed from your card. If you return an item and the merchant credits your We Financial Visa Prepaid card it may take up to one week before the credit is reflected on your card.

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16. Are there any special types of transactions I should know about before I shop?

Yes. Please keep the following scenarios in mind:
Gas stations – Consider paying the attendant inside and signing for the exact amount of the charge and collect the receipt. Paying at the pump may cause a hold of extra funds in excess of your purchase.
Restaurants – Make sure you have enough funds to cover any added tip.
Hotels – They may put a hold on the amount of your estimated bill making that amount unavailable for other purchases. When you check out, the held funds may take several days to be removed.
Auto rentals – You may use your card for final payment of a rental card bill but a credit card may be necessary to reserve a rental car.
Paying bills – You can use your card to pay just about any one-time or recurring bill.
Pre-Authorized Debits – You can set up Pre-Authorized Debits to pay your bills automatically. Use your PayDirect account information to complete the pre-authorized debits agreement with the billing company (biller). This will allow the biller to automatically withdraw a fixed amount from your account on a pre-determined date until the agreement is terminated.
Returning purchases – Store return purchase policies may vary. You may receive a credit to your card a cash refund or even a store credit. A credit to your account may take up to one week to process before it’s available for use.
Partial payment – If your available positive balance is not sufficient to cover the full transaction amount, some merchants may also permit you to use your card to make a partial payment for your purchase. You will be required to pay for the rest of the transaction amount by other means.

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17. What if my We Financial Visa Prepaid card is declined?

Your card’s available balance is probably less than the purchase amount. If this is the case, you may inform the merchant of the remaining balance on your card and use another form of payment to pay the difference. This is subject to the policy of the merchant. Also, please be aware of the special type of transactions listed above. For online transactions, the information you have entered may not match the information on your card profile. Finally, your card may have expired. Check the expiry date printed on the front of your card.

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18. Does the We Financial Visa Prepaid card have an expiration date?

Yes. The card expires on the date printed on the front of your card. If still active a replacement card will be mailed prior to the expiry date on your current card. When your card expires you will not lose your right to access any balances on your card but will be required to either activate a replacement card or request a cancellation of your card.

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19. Can I cancel my card prior to the expiry date?

Yes. You may cancel your card by requesting this when you visit any We Financial location. If you cancel your card, any funds remaining on your card minus applicable fees will be returned to you by cheque. Please check your cardholder agreement for details. The return of funds will be processed by We Financial Head Office and may take a number of weeks.

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20. What should I do if my We Financial Visa Prepaid card is lost or stolen?

You must inform We Financial by calling 1-855-887-3946 or by visiting a We Financial location. You will be asked to provide your personal information as well as your card number. Once you have notified We Financial, your card will be replaced. You are responsible for any transactions that may occur prior to your card being reported. You are also responsible for any transactions where your PIN has been used. Note that a replacement card fee will apply, see Fees and Limits.

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21. Can the We Financial Visa Prepaid card ever have a negative balance?

Your card is prepaid meaning it will only authorize when enough funds exist on your card to cover your purchase. However, your card may go into a negative balance due to some transactions and associated fees, so it is your responsibility to ensure there are always sufficient funds on your card for these transactions.

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22. Can I have more than one We Financial Visa Prepaid card or get We Financial Visa Prepaid card for my family members?

You may only have one We Financial Visa Prepaid card in your name. Other family members can apply for an additional card, which means they will have their own We Financial Visa Prepaid card and access to your funds. There is a maximum of two additional cards linked to the main card. Another option is for your family members get their own We Financial Visa Prepaid cards accessing only their own funds and you can use “card to card transfer” to transfer funds from your card to theirs.

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1. Is there a mobile app for We Visa?

Yes! There is a mobile app for We Financial Visa Prepaid card - WeGo™. It is a free app for all our We Financial Visa Prepaid cardholders. This service is subject to the acceptance of the Software License Disclosure, Privacy Policy, and Terms and Conditions.

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2. What does the WeGo™ app do?

The WeGo™ app allows you to check your account information right on your smartphone! You can check your balance and know exactly when a transaction happens. You can also look for your PayDirect account information for direct deposit or pre-authorized debit, change your PIN, and locate a nearby ATM or the nearest Northern/NorthMart store.

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3. Does the WeGo™ app have all the functionality of wefinancial.ca?

Yes it does. Same access on-the-go!

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4. What do I need to use the WeGo™ app?

First, you must have a We Financial Visa Prepaid card under your name. You need to have a valid email address or mobile phone number on file at www.wefinancial.ca. Your WeGo™ user ID will be the same as your username from www.wefinancial.ca. If you do not already have a username on the website, you can create a username by clicking “register” when you first access the WeGo™ Mobile app. You must also have a supported Android or Apple mobile device with data connectivity to download the WeGo™ mobile app to your device.

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5. Is the WeGo™ app free?

Yes! It is a free service for all our We Financial Visa Prepaid card cardholders. The WeGo™ app can be downloaded through the Apple or Google Play stores free of charge.

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6. How do I download the WeGo™ mobile app?

Search for “WeGo” from your mobile device's app store:

• Android users: download WeGo™ app from your Google Play Store
• Apple users: download the WeGo™ app from your Apple App Store

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7. Do I need a specific mobile device to use the WeGo™ app?

The WeGo™ app works on the following devices:

• iPhone 6 or later
• Samsung Galaxy S8 or later
• LG G6 or later
• Google Pixel 4 or later

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8. What language options are available for the WeGo™ mobile app?

The WeGo™ app is supported in both English and French. To switch the language, just change the language settings on your mobile device.

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9. Is my password saved on the mobile device?

• No. However, the Sign In ID can be saved on the device using the “Remember Me” function (for quicker and easier login).
• You can also use your biometric credential to login.

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10. What happens if I lose my device?

You should contact us immediately call your carrier to ask them to disable your device. If you are in possession of the physical card, no replacement card will be needed. Once new device has been obtained, you can set up your card to the wallet.

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11. What can I do to protect my security and privacy?

Just like when you when you access your online account from your computer), there are some simple steps you can take to ensure the security of your information and the protection of your privacy when you use the WeGo™ app:

• Memorize your password. Never store it on your mobile device, or write it down.
• Do not choose passwords that incorporate your name, telephone number, address or birthday
• Never leave your mobile device unattended while using the WeGo™ app.
• Do not alter your mobile device from the manufacturer settings.
• We Financial will never ask you to provide personal, login or account information through unsolicited email.

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12. How do I install the WeGo™ app on my Android/Apple device?

• On your Android phone, go to the Google Play Store If you have an Apple device, go to the Apple App Store and search for “WeGo”.
• Next, verify that the developer/author of the app is The North West Company.
• If you are satisfied, click the “Free” icon. For Apple device, icon will change to “Install”
• Click “Install”.
• follow the prompts/instructions on the device
• The app will automatically be downloaded and installed on your device.

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13. How do I uninstall/delete the WeGo™ app on the Android device?

Go to Settings, then Applications and then Application Manager. Locate and select the WeGo™ app and then select “Uninstall”. This will automatically delete the app from your device.

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14. How do I uninstall/delete the WeGo™ app from my Apple device?

Hold down the WeGo™ icon on your screen. There will be a pop up window displaying three options, select the the last one highlighted in red colour “Remove App”, and the app will be automatically deleted from your device.

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15. Who do I contact to get help using the WeGo™ app?

If you have questions or are experiencing technical problems, please call us at 1-855-887-3946 for assistance.
NOTE: For help with Internet connections and device settings, please contact your wireless carrier directly.

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16. My session timed out. What should I do?

Simply sign back in.

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17. I've been locked-out of the WeGo™ what should I do?

For the protection of customers, it is our standard practice to lock-out a user after THREE (3) incorrect password tries. Please reset your password through the “Forgot Password” link on the sign in page and an One-Time-Passcode will be sent to the email address on file.

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18. Do I need to update my WeGo™ Mobile settings if I get a new phone number?

No, there is no need to update your settings after changing phone numbers. However, you should call 1-855-887-3946 to update your phone number on file.

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1. Can I add my card to my mobile wallet?

Yes! You can add your We Financial Visa Prepaid card to your mobile wallet such as Apple, Samsung or Google Pay. This service is subject to the acceptance of People Trust Company Terms of Use for Mobile Payment Services as you add your card to the wallet.

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2. Do I need to update the card on my mobile wallet when I get a new card?

Yes! Once you have activated your card through the WeGo™ app, then you will add your new card to your mobile wallet. The old card will become deactivated.

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3. What is a step-up authentication?

When adding your card to your mobile wallet, you are required to have a step-up authentication by entering a One Time Passcode or calling the call centre. The One Time Passcode will be sent to your email address on file. Simply enter the code before it expires. If you do not have an email address on file, you can call the call centre phone number provided to you at the time of authentication.

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4. I can't seem to download the mobile app or add my card to my mobile wallet?

If you have any further question even after reading through the FAQ, please contact our We Financial Visa Prepaid cardholder service line at 1-855-887-3946.

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5. What if I get a new or replacement plastic card?

For any new or replacement cards, you will need to:

Go through the initial set up of Apple Pay and Samsung Pay again.

Remove the old card and add the new one to Google Pay.

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6. Why am I not receiving push notifications?

Verify that your device settings are configured to accept all notifications from the WeGo app.

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7. How do I enable my We Financial Visa Prepaid card with Apple Pay, Samsung Pay and Google Pay?

Getting started with Apple Pay, Samsung Pay and Google Pay is quick and easy. To add a We Financial Visa Prepaid card to the mobile wallet, follow the prompts on your device to complete the enablement process. However, the steps below are generally the process required to complete:

Open the Wallet App on your mobile device or go to the Link Card icon on your WeGo Mobile App.

Tap the plus sign “+” at the top right-side to add a new card for Apple Pay and Samsung Pay. Add your card within Cards tab for Google Pay.

Add your We Financial Visa Prepaid card by entering the card information (your phone may prompt you to capture the image of the card to add the card information automatically).

If you are asked to verify your card, select a verification method from the list and follow the prompts.

In some cases you may need to call us to complete your enrollment. If you are prompted to contact We Financial, call the number provided on your device to verify your card and complete your enrollment in Apple Pay.

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8. Can I add my We Financial Visa Prepaid card to multiple devices?

Yes. You can add your We Financial Visa Prepaid card to multiple mobile wallets and/or wallet- enabled devices.

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9. Where can I use my mobile wallet?

You may use your mobile wallet at many different merchants. Mobile wallets are also accepted in many apps and on participating websites with your phone, computer, or tablet, depending on the compatibility of the devices.

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10. How do I make a purchase with my We Financial Visa Prepaid card in a mobile wallet?

The process for completing transactions using a mobile wallet varies depending on the wallet enabled-device you are using, and the specific wallet used. The general process includes these steps:
To make a purchase in-store at a terminal that accepts your mobile wallet for payment, hold your device near the terminal. You will be required to authenticate yourself with your fingerprint, facial recognition, a passcode or PIN, depending on your device. Once authenticated, the transaction will take just a second to process and will notify you when it has been completed (notification may be through a noise, a graphic on the screen, device vibration, etc).
When making a purchase in an app that offers mobile wallets as a payment option, locate the mobile wallet icon at checkout. After clicking the icon, you will have the option to select a different card, shipping address and contact information. The total charge amount will also be displayed. If all the information looks correct and you want to finalize the transaction, complete the transaction by authenticating yourself with your fingerprint, facial recognition, password or PIN, depending on how authentication is set up on your device.

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11. Once I add my We Financial Visa Prepaid card to a mobile wallet, can I still use the physical card for purchases?

Yes. If you add your We Financial Visa Prepaid card to a mobile wallet, your physical card can still be used like it is today. You must take all reasonable steps to protect the card (and PIN, if applicable) against loss, theft, or unauthorized use.

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12. I changed phones. Do I need to re-register my We Financial Prepaid Visa card in my mobile wallet?

Yes. If you change your device, add your card to your mobile wallet following the same steps as if you were setting it up for the first time.

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13. If my card is reported lost or stolen, can I still use my mobile wallet to make purchases using my We Financial Visa Prepaid card?

No. If your We Financial Visa Prepaid card is cancelled, it cannot be used to make purchases within your mobile wallet. Once you receive your replacement card, add your new card to your mobile wallet following the same steps as if you were setting it up for the first time.

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14. If I lose my device, can I still use my physical We Financial Visa Prepaid card for purchases?

In the event of a lost device, you may want to contact your service provider to suspend your service for that device. You can still make payments using your physical We Financial Visa Prepaid card. If you would like to cancel your card and order a replacement card, please contact us at 1-855-887- 3946.

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