[  ]

Frequently Asked Questions

Sign On! Sign On

ENROLMENT / LOGIN

Q. Do I have to enter the enrolment information each time I sign on?

A. No. After you have completed the enrolment process and selected a unique user name and Password, using My Account Online is easy. Simply enter your user name and password on the Welcome Page to access the site's services.

Q. How can I enrol for paperless (electronic) statement and letters?

A. Walmart Canada Bank is committed to sustainability in every way possible and by choosing to go paperless you are helping protect our environment for future generations to live better. Electronic versions of your statements and letters (eCommunications) are available online. If you wish to receive your communications electronically and not receive paper versions of them in the mail, simply enrol into Go Paperless! Once your eCommunications enrolment is set up, you will be notified by email when new eCommunications are available to review online and you will no longer receive these documents in the mail (unless we are required to do so by law). You may change your communications choice at anytime by accessing the Manage Communications Options on the profile tab.

Note: Depending on your enrolment date, you will continue to receive statements and letters for one or more statement cycles. During this time you will also receive eCommunications, this is to help ensure you do not miss any documentation during transition.

Save trees. Go paperless!

Q. How many times can I enrol my Walmart Rewards MasterCard for online services?

A. At this time, you can enrol your Walmart Rewards MasterCard account for online services only once. If you previously registered your card and are experiencing password problems, simply click on Forgot your password?

Q. I have forgotten my password. What should I do?

A. If you forget your password when trying to log on, click Forgot your password? You can select a new password after verifying that you are the owner of your account. If you need assistance, please call us at the telephone number listed on the back of your Walmart Rewards MasterCard or on your billing statement. If you do not have access to either, you may contact a customer service representative at 1-888-331-6133 Monday to Saturday 8am to midnight EST and Sunday 10am to 9pm EST. You may also write to us at:

    Customer Service Department, Wal-Mart Canada Bank
    P.O. Box 217, Orangeville, ON L9W 2Z6

Q. I have forgotten my user name. What should I do?

A. For assistance when you have forgotten your user name, you need to contact our customer service department toll-free at 1-888-331-6133 Monday to Saturday 8am to midnight EST and Sunday 10am to 9pm EST and a representative will be able to help you.

Q. How do I remove an account from My Account Online?

A. We plan to have this feature available in the future. In the meantime, if you would like to remove an account from My Account Online please call a customer service representative toll-free at 1-888-331-6133 Monday to Saturday 8am to midnight EST and Sunday 10am to 9pm EST.

Q. I am not the primary cardholder, can I enrol my Walmart Rewards MasterCard to use the 'My Account Online' online services?

A. Only the primary cardholder may enrol their card to use 'My Account Online' online account management services.

TRANSACTIONS

Q. Will I have up-to-the-minute ability to view transactions posted to my account?

A. You will have access to the same up-to-the-minute account transaction information that our customer service representatives provide when speaking with you on the telephone. The only difference is that this information is right at your fingertips.

Q. What is the process for downloading transactions?

A. Downloading an account statement is easy.

    1. Go to the Transactions page.
    2. Select the period of the transactions you want to download and click GO.
    3. Select the format you want to download your transactions in (downloads are available in a QIF format, which can be imported into personal financial software packages such as Microsoft® Money and Quicken®. Tab-delimited and comma-delimited formats are also available for your download to spreadsheets, like Excel, or databases. Click GO.

Your transaction history will now be downloaded.

Q. How may I make a payment to my account?

A. Your Walmart Rewards MasterCard payment options are:

  • Pre-Authorized Payment Request or to request a form by mail call Customer Service toll-free at 1-888-331-6133 Monday to Saturday 8am to midnight EST and Sunday 10am to 9pm EST
  • In-Store at any Walmart Store with an Associate at the Customer Service desk or any sales register
  • By mail - please make your cheque or money order payable to Wal-Mart Canada Bank and mail to Wal-Mart Canada Bank, P.O. Box 187, Orangeville, ON, L9W 2Z6
  • In person at your bank or financial institution
  • Online and Telephone Banking may also be available depending on the financial institution you use

TECHNOLOGY

Q. How do I enlarge the page font so that it is easier to read?

A. Microsoft Internet Explorer 6 or higher: In your browser window, go to View > Text Size. Select "Larger". The font size on your page will become larger. Apple - Safari: In Safari, go to View > Select "Make Text Bigger". The font size on your page will become larger.

Q. What is the Adobe Acrobat Reader and why do I need it?

A. Adobe Acrobat Reader is computer software that presents documents in a unique, high-quality form called Portable Document Format (PDF). Your eCommunications (electronic statements and letters) are displayed on the website as PDF files and you will need Adobe Acrobat Reader to view them. You can download Adobe Acrobat Reader for free by clicking on the following link: Adobe Acrobat Reader

SECURITY

Q. Can I send confidential or sensitive information to Wal-Mart Canada Bank via email?

A. Information sent within the Wal-Mart Canada Bank online Secure Correspondence system is secure. However, we do not provide an e-mail address for you to contact us via your own regular email account, which may not be secure. This is to help protect our cardholders by ensuring confidential information such as account numbers cannot be sent to us via an unsecured e-mail. Such communications should be sent to us only via our online Secure Correspondence channel, postal mail to Wal-Mart Canada Bank, P.O. Box 217, Orangeville, ON L9W 2Z6 or you may contact Wal-Mart Canada Bank Customer Service toll-free at 1-888-331-6133 Monday to Saturday 8am to midnight EST and Sunday 10am to 9pm EST or the Fraud line anytime at 1-888-925-6218.

Q: How secure is the My Account Online part of the Walmart Rewards MasterCard website?

A. The privacy and security of our Walmart Rewards MasterCard cardholders is one of the very highest priorities in Wal-Mart Canada Bank. Some of the most advanced online security in the industry is used in our systems. The very latest state-of-the-art encryption of all data transmitted between your computer and our secure site is provided at every step of the way. Most browsers use an encryption method called Secure Sockets Layer (SSL) which is software based security protocol that encodes data before it is transmitted over the Internet. During your online My Account Online enrolment process you will be able to select your own user name and password. We recommend that you do not share this information and that you memorize it or keep it in a safe place.

Q. What is encryption and why do I need it?

A. Encryption is a security device that keeps information private and secure while it is passing through the Internet. To maximize protection, our Walmart Rewards MasterCard My Account Online online service requires you to use 128-bit encryption. This 128-bit encryption level is 2x1026 more secure than the standard level of 40-bit. You will notice a padlock icon on the bottom toolbar of your browser; this indicates the information being transmitted is protected and encrypted.

Q. What are the sufficient web browser levels to view the website?

A. A web browser is computer software that allows the content and graphics displayed on a website to be viewed. The Walmart Rewards MasterCard My Account Online online service requires Microsoft Internet Explorer 5.5 and greater, Mozilla Firefox 1.0 and above, and Safari 3.1. Should your browser not be sufficient upon entering a secure site, a note pops up on the screen indicating that you should upgrade. We recommend always upgrading to the latest versions.

Q. Many Internet users have been targeted through e-mail messages by criminals claiming to be from their bank. I have an e-mail message that looks like it's from Wal-Mart Canada Bank. How can I tell if it's legitimate?

A: Looks can be deceiving. As criminals make more credible forgeries of legitimate e-mail messages and Web sites, you can no longer rely on seeing familiar graphics like the Walmart logo. Please be assured that Wal-Mart Canada Bank will never ask you to enter personal information directly into the message, threaten to close your account if you do not take immediate action to providing personal information, ask you to reply by sending personal information, or share your name with any contacts outside our firm in a manner inconsistent with our Privacy Statement. If in doubt, do not reply, do not click on the message and do not enter any personal information, and you may call Wal-Mart Canada Bank Customer Service toll-free at 1-888-331-6133 Monday to Saturday 8am to midnight EST and Sunday 10am to 9pm EST or the Fraud line anytime at 1-888-925-6218.

Q: What should I do if I'm suspicious of an e-mail message bearing the Walmart logo?

A: If you are suspicious, don't reply to, click on, or enter any information. If it says it's from Wal-Mart Canada Bank and you're suspicious, please contact Wal-Mart Canada Bank Customer Service toll-free at 1-888-331-6133 Monday to Saturday 8am to midnight EST and Sunday 10am to 9pm EST or the Fraud line anytime at 1-888-925-6218. If you entered information about one of your Walmart Rewards MasterCard account, you should call us immediately. We investigate each incident and take steps to prevent further unauthorized e-mail messages from being sent.