Travel FAQ

I'm going abroad and plan to use my credit card. Do I have to inform Desjardins before I leave the country?

No. You don't have to let us know before you go on a trip. Our fraud prevention systems are designed to detect suspicious transactions 24/7, no matter where you are in the world.

When making a purchase abroad, I was asked to enter a 4-digit PIN, but mine is 5 digits. What do I do?

All Desjardins credit cards have a 5-digit PIN. If you're asked to enter a 4-digit PIN during a transaction, enter your 5-digit PIN anyway.

To make a withdrawal using your credit card, go to an ATM affiliated with the Visa, Mastercard, Cirrus, Interac® or Plus networks. ATMs affiliated with these networks accept 5-digit PINs, like the one used for your card. You may be charged a fee for withdrawals made at these ATMs.

Could my credit card be declined while I'm travelling?

Yes. Your card could be declined if:

• It's maxed out
• You make a late payment
• There's a suspicious transaction

If our fraud prevention systems detect a suspicious transaction, we’ll contact you to verify it. The location or method used for the transaction isn’t always the reason a payment is declined. We recommend using your physical card to pay, whether you tap to pay or insert your card and use your PIN.

Call us if your card has been declined while abroad and you want more information.

Canada and the US (except Hawaii):

1-800-224−7737 Phone number of customer service for Canada and the US. This link opens your phone app. (1-800-CAISSES)

Other countries (collect call):

514-397−4610 Phone number of customer service outside Canada and the US. This link opens your phone app.

Can I contact you while I'm travelling?

Yes. If you have trouble with your card while abroad or have other questions, contact us online or by phone.

On AccèsD

1. Log in to AccèsD.
2. In the right-hand menu (or at the bottom of the screen when you log in with the app), select Messages.
3. Select Write message.
4. Under To, select Credit cards and prepaid cards.
5. Under Subject, select Other.
6. Write your message.
7. Under Reply by, select AccèsD message box and then send your message.

By phone

Canada and the US (except Hawaii):

1-800-224-7737 Phone number of the card services customer service for Canada and the US. This link opens your phone app. (1-800-CAISSES)

Other countries (collect call):

514-397-4610 Phone number of the card services customer service outside Canada and the US. This link launches your default phone software.

Do I have to pay a fee if I use my credit card to make a purchase in a foreign currency?

Yes. When you make purchases outside Canada or on a website in a foreign currency:

1. You're charged in the foreign currency.
2. The amount is then converted into Canadian dollars at that day's exchange rate. This rate is determined by us or our provider.
3. A 2.5% conversion fee is added to your credit card account on the day the currency is converted.

Cash advances

If you get a cash advance in a foreign currency, you'll be charged a 2.5% conversion fee. You'll also be charged interest as of the transaction date.

Learn more about cash advances

When you make purchases in the United States or on an American website with your U.S. Visa* card, you're charged in US dollars. So you don't have to pay currency conversion fees.

If you use the card while abroad or for purchases in Canadian dollars, you'll be charged in foreign currency or Canadian dollars first. Then the amount will be converted to US dollars. A currency conversion fee of 2.5% will be added to your U.S. Visa account on the day the currency is converted.

Learn more about the U.S. Visa card

I made a foreign currency transaction and then got a refund, but it wasn't the same amount I paid. Is this normal?

Yes; 2 factors might explain why the amount refunded is different from the amount paid.

Change in the exchange rate

The exchange rate varies throughout the day, which means there could be a difference between the amount of your refund and your purchase.

Different selling and buying rates

There are 2 types of exchange rates: the selling rate (used for purchases) and the buying rate (used for refunds). When you buy an item and then return it, the exchange rates aren't always the same. This can result in a difference between the purchase and refund amounts.

Sometimes when I try to pay for gas at the pump in the US, I'm asked to enter a zip code. What do I do?

To pay for gas at the pump in the States, you may be asked to enter a zip code, which is the US equivalent for a postal code.

If this happens to you, enter the 3 digits in your postal code followed by "00". For example, if your postal code is H2Z 2W3, you would enter "22300 0 2-2-3-0-0".

If you have a US address, your 5-digit zip code will work.

My Odyssey credit card comes with travel insurance. Does the trip cancellation or modification coverage include airline strikes and lockouts?

No, our trip cancellation or modification coverage doesn’t include strikes or lockouts. To get compensation or to find out the applicable terms and conditions, contact your airline directly or visit their website.

How does my Odyssey card’s trip cancellation coverage work? 

With trip cancellation or modification coverage, you can get reimbursed if you’re unable to leave because of a sudden and unforeseen event. Some exclusions apply, particularly in the case of a medical condition that is not stable. Check your insurance policy for the full terms and conditions.

Do I have to tell Desjardins I’m going away to be covered under the travel insurance on my credit card?

No, you’re automatically covered under your card’s travel insurance when your:

• Credit card is activated
• Account is not overdue
• Annual card fees are paid
• Cardholder privileges are not suspended

You don’t have to do anything else.

Do I have to pay for my trip with my Odyssey card to be covered under the travel insurance?

Not necessarily. Some coverages apply automatically, while others only apply if you paid for the expenses with your card.

Coverages that don’t require you to pay with your card

• Emergency healthcare
• Baggage

These coverages apply automatically if your card is not suspended and your account is not overdue, regardless of how you paid for your trip.

Coverages that require you to pay with your card

• Trip cancellation or modification coverage applies to travel expenses that you paid for with your Odyssey card, even if you didn’t pay for all the expenses with the card.

You can also get auto rental collision/loss damage insurance with your credit card. This coverage applies if you pay for the rental with your card and decline the rental agency’s insurance.

How long does the travel insurance on my Odyssey credit card cover my emergency healthcare?

The emergency healthcare coverage included with our Odyssey credit cards covers you under specific conditions for a set number of days. The maximum number of days covered depends on your age and the card you have.

If your trip is longer than the number of days included in your plan, you must call us before you leave to extend your coverage.

Review your credit card travel insurance policy to find out the trip duration and conditions that apply to you.

Travel insurance policy – Odyssey credit cards (PDF, 1.50 MB) This link will open in a new window.

Does the travel insurance that comes with my Odyssey credit card cover my children and grandchildren? 

Yes, the travel insurance on your card covers your children or grandchildren when they travel with you.

To be eligible, they must be:

• Over 15 days old
• Under 18 years old
• Under 24 years old if they’re a full-time student

There’s no age limit when a child has a physical or mental functional impairment and is financially dependent on a parent. Check your insurance policy for the full terms and conditions.

Am I still covered under my travel insurance if my credit card is lost or stolen, or if I’m a victim of credit card fraud?

Yes, your travel insurance remains in effect if your card is lost or stolen or if you’re a victim of credit card fraud, as long as:

• Your account is not overdue
• Your cardholder privileges are not suspended

How do I get proof of travel insurance?

Your travel insurance policy is your official proof of insurance. You get it with your credit card and can download it any time.

Travel insurance policy – Odyssey credit cards (PDF, 1.50 MB) This link will open in a new window.