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FREQUENTLY ASKED QUESTIONS FREQUENTLY ASKED QUESTIONS



GLPrepaid card

Q. What is a GLPrepaid card

A. The GLPrepaid card gives you the convenience and purchasing power of a reloadable prepaid card combined with long distance calling capabilities of a calling card. Money is loaded onto the card to make various purchases. Once the funds are exhausted, you can reload your card as many times as you want for long-term use. There are no high-interest credit charges like you would have on regular credit cards. The back of your GLPrepaid card provides access to make long distance calls from Canada & USA to anywhere in the world. Enjoy 100 free complimentary minutes*!


*100 free minutes applies when calling Canada or US excluding NWT, Yukon, Nunavut and Alaska.
Q. Is the GLPrepaid card a credit card?

A. No. Although it operates in many of the same ways as a regular credit card, the GLPrepaid card is a reloadable prepaid card. You must reload your card with the necessary funds and as you make purchases, the amounts you spend plus any applicable fees are deducted from your card.

Q. What requirements must I meet to get a GLPrepaid card?

A. There is no cost for the GLPrepaid MasterCard®.
Once you have purchased a card, there are no further requirements. GL does not conduct credit checks or request any banking information.

Q. How does the GLPrepaid card work?
  1. Order your prepaid card online or pick one up at a local Group of Gold Line Authorized Retailer location.
  2. Reload your card online through Interac® Online Payment, at a local authorized retailer or by using GL Card to GL Card Money Transfer online.
  3. Use your funds freely for shopping, dining out, travel bookings, online purchases and more. You can use your card anywhere that MasterCard® is accepted.
Q. What fees are associated with the card?

A. The GLPrepaid card is one of the lowest-fee prepaid cards on the market. In many cases, where other cards charge a fee, we don't. There are, however, a few standard fees to be aware of before you decide to get a card. Click here to see a complete list of fees.

Q. Can I build credit history with the GLPrepaid card?

A. No. Your GLPrepaid card does not currently help to build or restore your credit history.

Q. What if I have bad credit history?

A. The GLPrepaid card does not require a credit check. Anyone can use GLPrepaid card and take advantage of the purchasing power of a reloadable prepaid card.

Q. What if I am not a Canadian Citizen?

A. You do not need to be a Canadian citizen to use the GLPrepaid card. However, you must have a valid Canadian mailing address to register your prepaid card.

Q. What happens if my card is lost or stolen?

A. If your GLPrepaid card is lost or stolen; please contact our 24-hour Customer Service line immediately at 1.800.624.6171. We will place your card on hold right away to be sure that any remaining balance is protected. You will be issued a new card and a $10 replacement fee will apply. Please see your cardholder terms and conditions for further details.

Q. Is the GLPrepaid card anonymous?

A. GLPrepaid cards purchased at the store are anonymous. However cards purchased online, or cards that you wish to reload require registration.

Q. Are there any load or spending limits?

The initial load for the GLPrepaid card is a maximum of $200. The minimum reload amount is $10 up to a maximum of $5,000. The card balance cannot exceed $5,000. The maximum cumulative amount that may be withdrawn from an ATM is $1,000 per day or the balance of your card, whichever comes first.
Please see your cardholder terms and conditions for further details.

Q. When will my card expire?

A. All expiry dates are embossed on the front of your GLPrepaid card.

Q. Will I receive a monthly statement?

A. Your monthly statement can be viewed by accessing your account online after you have registered. Simply login on the top right of your screen with your username and password.

Q. Is my information kept private?

A. Yes, our website is SSL secure.

Q. How can I remove funds from my card to close my account?

A. You may withdrawal funds at an ATM or spend the funds at any merchant who accepts GLPrepaid cards.

Getting Started

Q. How can I order a GLPrepaid card?

A. You can obtain your GLPrepaid card in one of two ways: online or through an authorized Group of Gold Line retailer. Click here for more information.

Q. When can I start using the GLPrepaid card?

A. If purchased from a participating retail location, you can start using the card immediately after purchase. You simply need to load it with the amount you would like to have on your card. If purchased online, you will need to activate your card once you receive it.

Q. How do I activate my card?

A. Once you've received your new GLPrepaid card please call Card Services 1.800.624.6171 (Monday to Friday, 9am – 5pm EST) to activate your card. You will need to provide your activation code/security verification code as well as answer some basic information and your card will be ready to use! If purchased from a participating retail location, your card will be activated and ready to use!

Q. What is the Activation Code used for?

A. The Activation Code (four digits) chosen at the point of purchasing a generic GLPrepaid card will be used when calling Card Services to activate your card. (Not applicable for cards purchased at retail locations). This code will only be used once for activation.

Q. What is the Security Verification Code used for?

A. The four digits chosen at the point of registration as a Security Verification Code will be used to activate your Personalized GLPrepaid card and as an identification number when calling Card Services.

Q. Is there a shipping cost?

A. No, the GLPrepaid card will be shipped to your address at no extra cost.

Q. Can I mail my card to a PO Box?

A. No, for security reasons a full verifiable mailing address is required when shipping the cards.

Q. How long will it take to receive my generic GLPrepaid card in the mail?

A. It will take between 2 to 3 weeks, from the time the card is ordered to receive it in your mailbox.

Q. How long will it take to receive my personalized GLPrepaid card in the mail?

A. Personalized cards are not yet available, but we are working on this great feature! (It will take between 4 to 6 weeks, from the time the card is ordered to receive it in your mailbox.)

Q. Why should I register my GLPrepaid card?

If you purchased a generic GLPrepaid card online or at a participating retailer, you can register your card to take advantage of the GLPrepaid advantages!

  • Reload your card anytime online
  • View your transaction history
  • Retrieve/Change your ATM PIN* (fees apply, see fee schedule for further details)
  • Update your profile information

Click here to register your card today!

Q. What information will I need to register my card?

A. The mandatory fields required to register your GLPrepaid card are: First Name, Last Name, Valid Address, Phone Number, Email Address, Personal Identification (SIN, Passport No. or Driver’s Licence No.) and Security Verification Code.

Q. Why do I require personal identification to register my card?

A. Personal identification is required when you wish to reload your generic card or purchase a personalized card with your name on it. In order to comply with prepaid legislation we require suitable proof of identity and residential address as is mandated by the issuing bank and network providers.

Q. Can I get a refund if I return the card to the store?

A. No, GLPrepaid cards are non-refundable. Any remaining balance can be used for purchases or withdrawn from an ATM.

Making a purchase with your GLPrepaid card

Q. Where can I use my GLPrepaid card?

A. You can use your card wherever MasterCard® cards are accepted. You can also withdraw cash directly from your card using any ATM (fees apply, see fee schedule for further details).

Q. Where do I find the PIN for my GLPrepaid card?

A. There are two ways to find your PIN:
1- In your card carrier.
2- Online after registering by logging in with your username and password.


The 12-digit PIN number that appears on the back of your GLPrepaid card can be used to place long distance calls. Please visit our long distance portal for more details.

Q. What is the PIN used for?

A. Your PIN number is a 4-digit number that can be requested for any transaction with your GLPrepaid card. It is usually used to obtain cash from any Automated Teller Machines (ATM) or any Point-of-Sale (POS) devices. It is a secure method to ensure that you are the cardholder when completing a purchase or withdrawing money from your account. It is important to not divulge your PIN to anyone and do not write it on your card.
The 12-digit PIN number that appears on the back of your GLPrepaid card is to be used to place long distance calls. Please visit our long distance portal for more details.

Q. Can I change my PIN?

A. Yes, you can change your 4-digit "ATM" PIN by accessing your account online. Login with your username and password, and visit the "PIN Request" section and change your PIN. Fees apply for PIN change.

The 12 digit long distance PIN number cannot be changed.

Q. Can I get refunds for purchases made with my GLPrepaid card?

A. Yes, if there was a valid purchase made on your GLPrepaid card, a refund can be completed. This is similar to a credit card or debit card; the refund will be posted back on the GLPrepaid card.

Q. What if I spend more money than I have on my card?

A. You cannot spend beyond your available balance, the GLPrepaid card does not allow you to spend more than you have available.

Q. Can I use my card to withdraw cash from ATMs?

A. Yes. You are able to withdraw money from your card at anytime from any ATM machines (Withdraw fees apply). Please see fee schedule for further details.

Q. Is there a limit of how much I can withdraw from ATM per day?

A. Yes, the daily ATM withdrawal limit for the GLPrepaid card is $1,000. Click here for more details.

Q. Can I use my card to purchase items online?

A. Yes, GLPrepaid is not tied to any bank account; therefore it is a safe way to shop online without worrying.

Q. Can I use my card at pay-at-the-pump for gas? To rent a car? Book a hotel? At a restaurant?

A. Yes, however keep in mind that certain establishments will process a pre-authorization for more than the actual cost and the pre-authorized costs may not be available for a pre-determined period of time. We suggest that you contact the merchant/company in advance to ensure that you will have sufficient funds to cover the purchase and pre-authorized amount. Please see your cardholder terms and conditions for further details.

Q. What is pre-authorization?

A. In situations where the exact fee for a good/service is unknown until after the good/service has been received, the merchant may apply a pre-authorization for a specific dollar amount. Examples include car rentals, hotels, airline tickets and gas stations. Pre-authorizations are used to reserve a certain amount from your card to make sure that money is available to complete the transaction once the final amount is known. Pre-authorization charges are usually reversed in 7 to 10 business days once the actual charge is applied to the card.

Q. Can I use my card for pre-authorized payments?

A. No. Pre-authorized or recurring payments are charged automatically to your card. Prepaid cards do not have a ‘credit balance’ holding on the account and always require sufficient funds on your card to cover these transactions. If there are no sufficient funds on the prepaid account and the transaction is declined, the company may suspend or cancel your service.

Q. What if I need to return merchandise that I purchased using my card?

A. If you are entitled to a refund for any reason for goods or services obtained with your card, you agree to accept credits to your card account for such refunds. Please see your cardholder terms and conditions for further details.

Q. What if I don't recognize a transaction on my card?

A. Please contact Card Services at 1.800.624.6171.

Q. How do I dispute a charge on my card?

A. Please contact Card Services at 1.800.624.6171.

Reloading your GLPrepaid card

Q. How do I reload my card?

Your GLPrepaid card can be reloaded in three ways:

  1. At a Gold Line Authorized Retailer
  2. Through Interac® Online Payment
  3. GL Card to GL Card Money Transfer

Click here for more details.

Please note: Reloads and GL Card to GL Card Money Transfers are subject to a fee. (see fee schedule for more details)

Q. Are there any reload fees?

A. Yes, the GLPrepaid MasterCard® will charge $5.95 in addition to the reload amount.

Q. How do I check my card balance?

Simply login with your username and password. Once logged in, you can check your balance by clicking on Transactions. You will then see all your transaction history and your available balance. You can also call Card Services at 1.800.624.6171 and follow the automated prompts.

Q. Can I add funds to my card at an ATM?

A. No. Your GLPrepaid card can be reloaded in the following ways:

  1. At a Gold Line Authorized Retailer.
  2. Through Interac® Online Payment.
  3. GL Card to GL Card Money Transfer

Click here for more details.

Q. Can I get a loan from the GLPrepaid card?

A. No. GLPrepaid card does not offer loans.

Q. How much money can be loaded to my GLPrepaid card?

A. The minimum reload amount is $10 up to a maximum of $5,000. The card balance cannot exceed $5,000. Please see your cardholder terms and conditions for further details.

Online Access

Q. How do I update my personal information?

A. You can update your personal information at any time by accessing your online account. Simply log in at the top right of your screen with your username and password.

Q. What if I forget my password to access my account online?

A. Click here and enter your username. Your new password will be sent to the email provided during registration.

Long Distance

Q. How do I access the free long distance minutes on my card?

A. The back of your GLPrepaid card works just like a CiCi prepaid long distance calling card. Your complimentary long distance minutes are available for use immediately. Simply dial the access number located on the back of the card, enter your 12-digit PIN and dial the destination number.

Canada, USA & Caribbean Dial: 1 + area code + number

International Dial: 011 + country code + city code + number

Q. How do I reload the long distance minutes on my card?

A. Login to your long distance account online and follow the instructions to reload your long distance minutes. Or, call our customer service line at 1.866.491.4545.

Q. Where can I check the most current domestic and international rates?

A. You can check rates online or you can call GL Customer Care. Click here to view our most current rates.

Q. Does my long distance account balance ever expire?

A. Your long distance account and account balance will expire 2 years after last use.