Frequently Asked Questions

  1. 1 -How do I activate the card?

    Simply go online to acconversion.cibc.com and follow the steps from there. It only takes a few minutes to activate and load up your card for the first time.

    2 -How do I load and reload funds onto the card?

    Login to your account at acconversion.cibc.com or by using your mobile app to load funds onto your card. The website also works on your phone or tablet on the go.

    3 -What currencies can I load on my CIBC Air Canada® AC conversion™ Visa* Prepaid Card?

    You can load the card with up to ten currencies: Canadian Dollars, US Dollars, Euros, British Pounds, Australian Dollars, Japanese Yen, Hong Kong Dollars, Turkish Lira, Swiss Franc and Mexican Pesos.

    4 -How do I sign up for 1% Cash Back?

    No need to sign up. This promotion is automatically applied and is available from May 1st, 2021 to October 31st, 2021. See Terms and ConditionsOpens in new window.

  2. 5 -What are the minimum and maximum amounts I can load on my card?

    There is no minimum load amount. The maximum the card can hold is the equivalent of 20,000 Canadian dollars in your choice of currencies.

    The maximum load amount in any 24-hour period is the equivalent of 3,000 Canadian dollars.

    6 -Where can I use my CIBC Air Canada® AC conversion™ Visa* Prepaid Card?

    It can be used at millions of locations worldwide, including online, over the phone, and at ATMs - wherever Visa is accepted.

    7 -Is my CIBC Air Canada® AC conversion™ Visa* Prepaid Card a credit card?

    The AC conversion™ Visa* Prepaid Card is not a credit card; it’s a prepaid Visa Platinum card. Issued by CIBC, your CIBC Air Canada® AC conversion™ Visa* Prepaid Card is a prepaid Visa card that carries a balance loaded on the card by you. You pre-load the amount of money you want before you use the card.

    8 -What is my PIN number?

    Your PIN is a four digit number assigned to you when the card is activated. You can find your PIN by logging into your account at acconversion.cibc.com. Use your PIN to withdraw funds from an ATM or to make purchases at locations that accept Visa. It is your responsibility to keep your PIN confidential and secure.

    9 -How do I check the balance of my CIBC Air Canada® AC conversion™ Visa* Prepaid Card?

    It's easy to check your balance. Simply choose one of the following options:

    Login to your account at acconversion.cibc.com.

    Use the mobile app. You can download the app. for both Apple and Android operating systems.

    call the number shown on the back of your card and follow the automated prompts to speak with a live agent.

    10 -Can I use my CIBC Air Canada® AC conversion™ Visa* Prepaid Card at restaurants and hotels?

    Yes. However, you should be aware that many restaurants and hotels factor in an automatic tip or other incidental expenses when authorizing your purchase transaction.

    Advance bookings - Hotels and car rental agencies can place a hold on funds that may exceed your balance. However, use of your card for settlement of a final amount will be treated as a normal purchase.

    Places that could require a tip or extra charge - Certain merchants including restaurants and hair salons may add an additional 20% to the purchase amount prior to authorization of the transaction. This puts a hold on the full amount of the transaction. Although this is normal, it means you will not have use of the funds until the hold is released or it may exceed the balance available on your card and lead to a decline of the transaction.

    11 -What are Dynamic Currency conversion payments?

    Dynamic Currency conversion (DCC) is an optional service that is sometimes offered by foreign retailers and ATM operators, giving cardholders the choice of paying in either the currency of the country they are visiting or their own domestic currency.

    If your prepaid card is in the currency of the country you are in, you should NOT opt in to DCC and avoid additional FX to the transaction. If you make a purchase or ATM withdrawal in a country where the local currency is the same as the currency on your CIBC Air Canada® AC conversion™ Visa* Prepaid Card (e.g. using a US Dollar card in the USA) and you opt in to a DCC service, this may result in a foreign exchange transaction at additional cost to you.

    12 -Will I receive a statement?

    No. To check your balance and transaction information, login to your account at acconversion.cibc.com or use the mobile app. You can download the app for both Apple and Android operating systems.

    13 -Is the card safe and secure to use?

    The CIBC Air Canada® AC conversion™ Visa* Prepaid Card is protected by advanced chip-and-PIN technology to minimize fraud and theft. It also comes with:

    Emergency Card Replacement Service, Emergency Cash Service and Protection from unauthorized use of cards or account information.

    14 -What happens if my CIBC Air Canada® AC conversion™ Visa* Prepaid Card is lost or stolen?

    Notify us immediately at 1-800-482-8347. Once you have notified us, your card may be replaced at your request, subject to our verification of your request and the payment of a card replacement fee. Your previous balance will be carried over to your replacement card. If it goes missing, your bank accounts and credit rating won't be compromised.

    15 -When will my card expire?

    The card expires on the last day of the month printed on the front of the card. However, the balance on your CIBC Air Canada® AC conversion™ Visa* Prepaid Card does not expire and can be transferred to a replacement card.

    16 -Why would my CIBC Air Canada® AC conversion™ Visa* Prepaid Card be declined?

    Your card may have expired. Check the expiry date printed on the front of your card. Your balance may be less than the value of the item you wish to purchase. You can ask to do a split payment. See below:

    Some internet merchants use fraud protection software that may decline a CIBC Air Canada® AC conversion™ Visa* Prepaid Card purchase transaction. Updating your profile information at acconversion.cibc.com can help you avoid declines.

    You purchased gas at the pump. Remember to present the card to the station attendant rather than paying at the pump.

    Some merchants (like restaurants and spas) obtain pre-authorizations of up to 20% more than the final transaction amount in case the cardholder leaves a tip. If this amount exceeds the card balance, the transaction will be declined.

    17 -How do I perform a split payment?

    If your balance is less than the purchase you wish to make, tell the merchant in advance that you would like to make a split payment. You'll need to know your balance and use another form of payment to cover the difference. Not all merchants accept split payments.

    18 -What fees are associated with a CIBC Air Canada® AC conversion™ Visa* Prepaid Card?

    All fees related to your card are provided to you in the Terms and Conditions.

    19 -Can the card ever have a negative balance?

    If a negative balance is created in error following any transaction initiated or authorized by you, you must repay the amount.

    20 -Is the balance on this card insured by the Canada Deposit Insurance Corporation (CDIC)?

    No, the balance is not insured by the CDIC.

    21 -Legal:

    ™Visa is a trademark of Visa International Service Association.

    ® Air Canada is a registered trademark of Air Canada. CIBC logo and related marks are trademarks of CIBC. All marks used under license.

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