Payment and transaction FAQ

Why are you going back to displaying the balance in real time?

We had changed our display to match those used in the credit card market. After hearing from our members and clients, we’ve worked closely with partners to find novel solutions. We can now confirm that we can go back to showing you your real-time balance, with a colour-coded bar where you can see your balance and available credit in real time.

To learn more, see our FAQ.

What’s included in the real-time balance?

Just like before, the real-time balance includes all amounts posted to the credit card, such as transactions, fees and interest, plus all authorized unposted transactions and payments made.

The real-time balance may vary once authorized unposted transactions are processed. This includes things like payments at the gas pump and hotel stays.

What does available credit mean?

Your available credit is the amount you can use on your credit card at any given moment. When you make a purchase or pay down your credit card, your available credit adjusts in real time in our mobile and online services.

I’d like to pay my credit card automatically each month. How do I do this?

You can set up an option to automatically pay all or part of your credit card balance. Each month, the amount corresponding to the amount you’ve chosen is automatically withdrawn from your account.

You can register for authorized payments on AccèsD using a web browser. This feature is not yet available in our mobile app.

On AccèsD

1. Log in to AccèsD.
2. Select your credit card.
3. Select Manage card.
4. Select Manage account.
5. Under Account management, select Add options.
6. Select Authorized payment.
7. Follow the instructions.

By mail

Fill out the authorized payment registration form (PDF, 101 KB) and then mail it back to us.

I use the authorized payment service for my credit card. If I make another payment during the month, will the pre-authorized amount still be debited from my account?

It depends on the amount of your additional payment and the type of pre-authorized payment option you selected:

• Minimum payment due
• Set amount
• Full balance

If you make an additional payment, do so at least 2 business days before the due date on your statement. Otherwise, it might not get considered when calculating the pre-authorized payment.

Factoring in additional payments can be affected by several factors and depends on your situation. For more details, call us at 514-224-7737 or at 1-800-224-7737 Phone number of customer service for Canada and the US. This link opens your phone app..

How do I change the account that gets debited for my pre-authorized credit card payment?

To change which account gets debited for pre-authorized payments, call us at 514-397-4415 Phone number of customer service for the Montreal area. This link opens your phone app. or at 1-800-224-7737 Phone number of customer service for Canada and the US. This link opens your phone app..

How are the payments I make on my credit card applied?

Payments1 are applied to the full balance on your credit card account in the following order:

1. The minimum payment required according to your latest account statement, excluding monthly payments for Accord D financing.
2. Monthly payments for Accord D financing posted to your account statement.
3. Any interest charged, as well as regular transactions posted to your account statement (for balances not covered by the minimum payment).
4. Regular transactions not yet shown on your account statement.
5. Accord D financing.

Why is the minimum payment for my credit card 5%?

Since August 1, 2019, the minimum payment is 5% for all new credit cards. This Consumer Protection Act measure helps prevent debt problems and encourages sound use of credit. A 5% minimum payment means credit card balances get paid faster, resulting in less interest.

While this law is only applicable in Quebec, note that minimum payments have increased across Canada.

Can I be charged extra by a merchant for using my credit card?

Yes. Merchants can add a surcharge to credit card transactions made outside of Quebec.

Can merchants require me to show my ID when I pay with my credit card?

Yes. Merchants can ask for ID when you make a credit card purchase. Checking your ID is a way for merchants to verify that you're the cardholder and help prevent fraud. They might also ask to check the signature on the back of your card.

There is no obligation to show ID when you make a credit card purchase. However, merchants are free to refuse the transaction if you choose not to present your ID.

What is an authorized unposted transaction?

An authorized, unposted transaction is one you’ve recently made on your credit card. It’s posted to your account when the merchant confirms the transaction.

While we wait for this confirmation, we set aside the amount for this transaction from your available credit. You can see the real-time amount available on your credit card at any time.

Authorized transactions may be pending for up to 36 business days. Transactions on trip, hotel and car reservations often remain pending longer than other transactions. If a transaction isn’t confirmed, it will be erased from your account.

To see your authorized unposted transactions, log in to our mobile and online services. Select your credit card to see your posted balance, then select Transactions to see your authorized unposted transactions.

Are there fees associated with using mobile payment?

No. When you add an eligible Desjardins card to a digital wallet such as Google Pay or Apple Pay, you may receive a one-time passcode (OTP) by text message to verify your identity and help protect your account. We don’t charge any fees for these verification messages, but standard text messaging fees may be charged by your service provider.

I’ve added my card to mobile payment, but now I see an unbilled authorized transaction of $0 on AccèsD. Why?

When you add a card to Google Pay or Apple Pay, a small amount of up to $2 appears temporarily in your card account’s list of unbilled authorized transactions on AccèsD. The only purpose of this authorized amount is to validate your card. This amount will never be charged, and the authorization will disappear within 5 to 7 business days.

How do I set up my default card?

The first card added is automatically set up as your default card.

However, you can change your default card:

• In the Google Wallet app
• In the Wallet app, or in your Apple device's settings by selecting Wallet and Apple Pay

Why is the number that appears on my transaction receipt different than my actual card number?

When you sign up for mobile payment, a card number specific to your mobile device and different from your physical card is created. That number appears on your transaction receipts. This way, merchants won't know your card number.

What should I do when my card expires?

Credit card

Your card will be automatically replaced in Google Pay or Apple Pay. You don't have to do anything.

Debit card

You must add your new Desjardins Access Card (debit card) to Google Pay or Apple Pay.

What should I do if I change cards?

If the card number changes, you must add your new card to Google Pay or Apple Pay.

How can I cancel a pre-authorized payment agreement I have with a merchant?

Contact the merchant to end the pre-authorized payment agreement. Merchants have their own cancellation terms and conditions. Make sure to keep a copy of the cancelled agreement.