YOU COULDN'T USE YOUR HELLO CARD IN THE STORE

A few checks before continuing...

Visit the My Account section on espacehello.ca or the Hello mobile app to do some checks:

Does your Hello card was activated?
Did you use the correct PIN (if card inserted in merchant terminal)?
Is the merchant a participating merchant (unless using the My Cash account)?
Was the available balance on your card sufficient to complete the transaction?

The transaction should have been approved

It is possible that the merchant has modified his terminal without notifying us. Don't worry, we have a refund process in place that allows you to be refunded for using another payment method, see option B of our refund procedure and contact us at support@hellocard.ca using the email address associated with your Hello account.

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