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 credit process in place that allows you to be credited for using another payment method, see option B of our credit procedure and contact us at support@hellocard.ca using the email address associated with your Hello account.

<< Go back to Get Help page