Managing your account

You will be automatically notified via email in the following situations:

• When your credit is less than a specific amount (delivered via email only)

• When you miss a payment (this alert is mandatory and is delivered via email only)

• When your PIN is changed

• When your card is activated on your account

• When your phone number, email address, or physical address is changed

• When your name, date of birth, or social insurance number is changed

• When a new card is requested on your account

• When a balance transfer is requested or posted

• When your credit limit is changed

• When we suspect a transaction may be fraudulent

In May 2022, we will be making enhancements to your account alerts. We’re offering new notifications to help customers easily keep track of finances, monitor account activity, and avoid any potential security issues or interruptions on your account.

New Account Alerts for Purchases

You can choose to be notified:

• When a purchase is made in select provinces, territories, and U.S. states.

• When a purchase is made outside of Canada

• When a balance transfer was posted

• When a purchase was not approved

New Account Alerts for Changes to Personal Information

If any of your contact details are updated, you will receive an alert to confirm the change.
You will receive an alert:

• When your email address changes

• When your physical address changes

• When your phone number changes

• When your name, date of birth, or social insurance number changes

The following alerts are being discontinued:

• When specific purchases are made

• When a purchase is made beyond a certain distance from your physical location

Please ensure the mobile phone number and email address you used to set up account alerts is accurately listed on your profile. You can review this information two different ways:

Rogers Bank app

• Sign in to the Rogers Bank App using the same username and password as your online bank account.

• Tap Manage Alerts from the More menu and review your contact information.

• Then go to More > Edit Profile > Contact Information, to ensure that your contact information is the same.

Online Banking

• Sign in

• Click Manage Alerts from the "I want to …" drop-down menu and review your contact information.

• Click the three stacks

  on the top-left of the page and select View Profile to ensure your contact information is the same.

Check back with us here to be notified of the launch date for new account alerts.

You can access your account online or via the Rogers Bank_™ app.

Rogers Bank App

To access your account using the Rogers Bank app:

1. Download the app for iOS or Android here:
   

2. Swipe to learn more about the Rogers Bank app’s features, or tap Get Started.

3. Read the Terms and Conditions, then scroll to the bottom of your screen to enable and tap the I Agree button. [You must agree to the terms and conditions before continuing.]

4. Sign in using your Rogers Bank account credentials.

5. If you have not yet created a Rogers Bank account, tap Register at the bottom of the sign-in screen and follow steps to account creation.

For instructions on setting up your account and activating your new card, click here.

Online

To access your account online, click here and sign in using your Rogers Bank_™ account credentials.

If you have not yet created a Rogers Bank account, click here, then click Register below the Sign In button and follow the steps to account creation.

To change your personal information in the Rogers Bank app, follow the steps below:

1. Sign in to the Rogers Bank app on your smartphone using your Rogers Bank account username and password

2. Tap More on the home screen

3. Tap Edit Profile, then tap Edit Contact Information.

4. Tap the pencil icon next to the information you wish to edit.

To change your personal information online, follow the steps below:

1. Sign in and click on the three horizontal stacks on the top-left of the page to open the slide out menu. Click ‘View Profile’.

2. Click on the pencil icon next to the information you wish to edit.

Rogers Bank App

1. Sign in to the Rogers Bank app

2. Tap Manage Card

3. Tap Change PIN

4. Follow the instructions

Online

1. Sign in to your Rogers Bank account

2. Click Manage card

3. Click Change PIN

4. Follow the instructions

By phone

If you have supplementary cards on your account, the authorized user can call us at 1 855 775-2265 to change their PIN.

*For your protection, do not choose a PIN that contains personal information such as your birthdate, the last four digits of your credit card or is easy to guess (e.g. four consecutive or recurring numbers such as 1234 or 1111). PINs beginning with zero may not work internationally. Remember to always keep your PIN safe. Never share it with anyone or write it down.

First transaction after I change my PIN

To complete a transaction with your new PIN, insert your card at a chip-enabled terminal. You will need to enter your old PIN on the first transaction after it was changed. If your first transaction is a cash withdrawal, enter your new PIN (ATM fees will apply). Now you're all set to start using your new PIN on future transactions!

First transaction after I reset my PIN

To make a transaction with your new PIN, insert your card at a chip-enabled terminal. Then enter your new PIN 3 times. Note: you will receive 3 warning messages that your PIN is incorrect. After the 3rd incorrect PIN the transaction will be authorized. If your first transaction is a cash withdrawal, enter your new PIN (ATM fees will apply). Now you’re all set to start using your new PIN on future transactions.

Online

If you forgot you PIN Sign in to your Rogers Bank Mastercard account and select ‘Change pin’ from the ‘I want to….’ drop down, to create a new PIN on the primary card. Enter a new 4-digit PIN to be used for in-store purchases and ATM cash advances. For your protection, do not choose a PIN that contains personal information such as your birthdate, the last four digits of your credit card or is easy to guess (e.g. four consecutive or recurring numbers such as 1234 or 1111). PINs beginning with zero may not work internationally. Remember to always keep your PIN safe, never share it with anyone or write it down.

By phone

If you have supplementary cards on your account, the authorized user can call us at 1 855 775-2265, select the language preference, then select 5 to change their PIN.

First transaction with updated PIN

To make a transaction with your new PIN, insert your card at a chip-enabled terminal. Then enter your new PIN 3 times. Note: you will receive 3 warning messages that your PIN is incorrect. After the 3rd incorrect PIN the transaction will be authorized. If your first transaction is a cash withdrawal, enter your new PIN (ATM fees will apply). Now you’re all set to start using your new PIN on future transactions.

Click here to learn more about Rogers Bank account alerts.

Before selecting the account alerts you would like to receive, add your contact information . This will serve as the default contact information for account alerts.

To edit your alert contact information, follow the steps below.

Rogers Bank App

1. Sign in to the Rogers Bank app

2. Tap More

3. Tap Manage Alerts

4. Tap Change alert contact methods

Online

1. Sign in to your Rogers Bank account

2. Click More

3. Click Manage alerts

4. Click Change alert contact methods

First, sign in or register here.

On the My Account page, click I want to… and select Manage Alerts from the drop-down menu.

Select the name and credit card number to update account alerts.

To modify an existing alert:

1. Tap on the alert to update parameters.

2. To turn off an alert unclick the Alert type, Email or Text as applicable.

3. Tap Save to keep your changes.

To Deactivate:

If you no longer want to receive account alerts, click the Deactivate button at the bottom of the page.

Note: You will still receive mandatory alerts, including fraud and missed payments.

Additional Information About Alert Types

Transaction Activity Alerts:

• Transaction activity account alerts will show your purchase amount in Canadian dollars with the exchange rate applied. If applicable, the 2.5% foreign transaction fee will only be reflected in your billing statement and not in your transaction activity alerts.

• When making a foreign transaction, you may receive two similar account alerts from the same merchant due to the processing time to finalize the foreign exchange rate. Only the final exchange rate of your purchase will post on your statement.

• You may receive duplicate alerts for a purchased item if the merchant code and authorization codes provided by the merchant are different.

General Account Information Alerts:

• The alert type, ‘When it is a certain number of days before my payment is due,’ is NOT sent if we already received your minimum monthly payment.

To opt out of any account alerts:

1. Sign in to the Rogers Bank app or Online banking.

2. Visit the Manage Alerts page.

3. Tap the ‘Deactivate’ button.

You can also text STOP to 74979 to stop receiving text message alerts. If you choose this option, all notifications sent via that number will stop. To reactive alerts, you will need to sign in to your account and select the alerts you would like to receive.

If you accidentally misplace your card, you can block new purchases on your primary card by temporarily locking it (supplementary cards cannot be locked).
While your card is locked, pre-authorized (recurring) payments and pending transactions will continue to process normally, and you can still redeem your cash back rewards and receive credits. You can unlock your card at any time.

1. Sign in to the Rogers Bank app.

2. Tap Lock/Unlock Card on the home screen below Quick Settings.

3. Tap the red button to Lock Card or Unlock Lock Card.

If your card is lost or stolen, call us immediately at 1 855 775-2265.

Click here to learn more about how to add a supplementary card/authorized user to a primary cardholder’s account, at no charge.

Pending transactions are authorized or submitted transactions that have not posted on your account.  When you make a transaction it will first become pending before it is posted on your account.

• A transaction (purchase or payment) to your credit card is pending during overnight or weekend processing. Transactions can also appear as pending until it is completed by the merchant, which can take up to five days.

• Sometimes merchants apply a ‘holding’ transaction called a ‘pre-authorization’ – this is common with gas stations or hotels, when you receive the goods or services before the final payment is requested. The pending transaction should disappear once the final transaction is processed, or after five days.

• Pending transactions effect your available credit immediately, and once the processing is complete the transaction will show on your account and your current balance will reflect this.

• You are not charged interest on purchases until the processing is complete and no longer pending.

As a Mastercard cardholder, have peace of mind that you won't be held responsible for unauthorized use of your card, with Zero Liability. Click here to learn more.

Click here to learn more about how to switch to eStatments/paperless billing, at no charge.

You can download transactions in .csv or OFX. To download transactions sign in to your Rogers Bank online account, then:

1. Click ‘View transaction history’ in the ‘I want to…’ drop down menu.

2. Click the

   download transaction button and select one of the options, then click ‘Download’.

Note: Rogers Bank does not provide support for third party software. Please visit the service provider software for assistance with connectivity.

We’re excited to offer the Rogers Bank app to iOS and Android mobile device users! Download the Rogers Bank app by visiting either of the links below:

If you have been issued a cheque by Rogers Bank and the cheque that has not been cashed for over 6 months from the date of issue, the cheque is now stale dated and unable to be cashed.

To have a replacement cheque issued, please call the number on the back of your card or click here for our contact information.

If you would prefer electronic fund transfer instead of a physical cheque, please call the number on the back of your card or click here.

Please call the number on the back of your card or click here to have your request documented.

To arrange for an electronic fund transfer (EFT) to be credited to your designated bank account, please call the number on the back of your card or click here.

No, you cannot apply the outstanding amount to another person’s account. We can issue you a new cheque or an electronic fund transfer (EFT) to be credited to your designated bank account.

Rogers Bank considers an unclaimed balance subject of the Bank Act sections 438 & 439 when a customer requests a refund of a positive credit card amount/balance by issuing a cheque. You are receiving this letter since you have not cashed the cheque you requested and we are providing an official letter notice to advise you.