Frequently Asked Questions

SVBC Resource Centre
Coordinator FAQs
  1. What are the roles of the primary and/or secondary coordinators?
  2. How do I request cards?
  3. How do I make changes to existing cardholder data?
  4. What is the difference between gold and silver cards?
  5. Do cards have to be activated before use?
  6. How will I be receiving my monthly company statement?
  7. How does the credit limit and payment process work?
  8. Why is there a discrepancy between the balance due appearing on the monthly statement and the amount debited from my business account?
  9. What process should be followed when a card is lost or stolen?
  10. What does a cardholder do if he/she wants to dispute a transaction on his/her statement?
  11. What card fees are charged?
  12. How are cards enabled for cash advance?
  13. How do I find out the current balance of my cards?
  14. What happens when a transaction is disputed?
  15. Can we make a manual payment?
  16. How is the cash back reward calculated?
Cardholder FAQs
  1. Do cards have to be activated before use?
  2. How will I be receiving my monthly cardholder statement?
  3. What process should I follow when my card is lost or stolen?
  4. How do I dispute a transaction on my statement?
  5. How are cards enabled for cash advance?
  6. How do I find out the current balance on my card?
  7. What do I do if my purchase is declined?
  8. What do I do if I have run low on the credit available for my card?
  9. How do I submit a car rental or travel insurance claim?
Chip Card FAQs
  1. What is a chip card?
  2. Will my chip card be accepted at all terminals?
  3. How do I change my PIN?
  4. When does my chip card become enabled?
  5. Do I need to select a new PIN when my chip card expires and a new chip card is re-issued?
  6. What is CVV2 number?
  7. How do I make a purchase with my chip card?
  8. Do I need to activate my chip card?
  9. How many incorrect PIN attempts am I allowed at a chip terminal?
  10. What will happen when my chip card is compromised?
Visa Commercial File Format (VCF) FAQs
  1. What is VCF?
  2. What types of software are available?
  3. What are the “must have” requirements to enroll in VCF?
  4. How does VCF work?
  5. Are any forms required to be completed?
  6. Is there a cost for VCF?
  7. How long does VCF set up take?
  8. What issues could I experience that require support?
  9. How do I get support for common issues?
  10. What are common maintenance issues?
Coordinator & Cardholder Documents

Check our PDF listing for the documents and forms you need to manage your card program.