Online Payment Vouchers - Help


*Please note: if you are looking to load your Cash Passport Prepaid Card, please visit: www.topmeup.ca/cashpassport


ONLINE PAYMENT VOUCHERS:


Do I need to sign up for your service first?

Yes, if you are a first time client you must register with a valid email address. There is no charge to open an account. You will be asked to provide some identification as part of the registration process. Registration takes about one business day, and you may return to Topmeup after you receive the email confirmation of your verified profile. Following successful registration, returning users must use the same email address to purchase vouchers.


If I was previously registered on the UseMyCard site, do I have to register again on the new TopMeUp site?

Yes, all users are considered new, and will need to be verified. Your credentials are not automatically transferred and you must register on TopMeUp as a new user. It may take up to 1 business day to verify new users.


What does verification involve and how long does it take?

We have a simple verification process for first time users that takes up to 1 business day. By registering, you agree that we may contact you by email or phone to complete the verification. We will not contact you for any other reason and we will never sell nor share your personal information. If you're not registered, you'll be prompted to enter your name, address, and an image of your government-issued photo ID (Passport, Driver's License, etc.).


How long will my order take to process?

Your first order may take up to 24-48 hours to process. Once you are a registered user, you will be able to purchase and receive your vouchers sooner.


After I have paid, how will I receive my voucher?

An email will arrive at the email address that you entered on the first page under the heading 'Enter Your Email' . Our email will arrive to you shortly after you complete payment for your order by debit card, e-Transfer, or in person at Canada Post. Your email is used to validate both your identity, as well as to send your vouchers.


I received notification that my Interac e-Transfer is pending.

If you receive notification from us that your e-Transfer is pending, our Service Representative will contact you to help resolve the issue. Please note e-Transfers may fail due to a variety of reasons; here are a few common ones:

  • The name on the bank account does not match the name you registered on TopMeUp
  • You re-used the security question and password on another order that contains a different amount or selection of vouchers from your previous order
  • The security questions and password does not match what is shown (case sensitive)
  • You’ve reached your bank e-Transfer limit
  • You’ve reached your TopMeUp transfer limit


What are my TopMeUp limits?

Upon successful registration, your limit will be assigned and communicated to you via email. As you continue making purchases and the longer you are a customer with us, your daily limit will increase.


How do I make sure my Interac e-Transfer is successfully processed?

There are a number of steps you can take to make sure your e-Transfer processes successfully:

  • Make sure the name on your bank account matches the name you registered on your TopMeUp account
  • Make sure the amount matches your order amount
  • Check with your bank to ensure that you have not exceeded your transfer limits.
  • Make sure you copy the security question/answer generated on the TopMeUp and paste to the e-transfer form in your on line banking. ** Important** You must update the security questions/answer for every e-Transfer you send.
  • If you are adding TopMeUp as a new recipient for e-Transfers, your financial institution may require you to validate that you are requesting this addition. Make sure you verify the request by checking your email or text messages from your bank.


What should I do if my Interac e-Transfer fails?

Our Service Representative will reach out to you to resolve the issue. However, you may also choose to cancel the transfer through your bank and send another one. You will be responsible for any cancellation fees your bank may impose.


What are my payment and funding options when I use TopMeUp?

We offer Visa and Mastercard Debit, and Interac e-Transfer as payment options.


Why are there fees when I use Visa or Mastercard Debit?

These convenience fees are associated to the cost of using Visa or Mastercard as a payment method to fund your purchase. There are no convenience fees when using e-Transfer; however, your bank may impose fees to send or cancel e-Transfers. Check with your bank for details.


Can you access my bank account without my knowledge?

No, we cannot access your bank account and we do not store any bank card data.


What is your return or cancellation policy?

At our discretion, we may from time to time, permit the return or cancellation of an order. To be considered for refund, the voucher must not have been redeemed. A re-stocking fee will apply. For returns or cancellations, we will credit you for the voucher(s) value less the re-stocking fee. The re-stocking fee is $10.00 or 2% of the original value of the voucher, whichever is the greater.


How do I apply for a refund?

To qualify for a refund, we require you to provide us with your full name, address, email, telephone number, along with the Transaction # of your original purchase. The information you provide will be used solely for the purposes of processing the refund.

Funds will be credited back to the account of the payment method used to make the original purchase. Please allow 2-4 weeks for processing. With no exceptions, refunds will not be processed at Canada Post locations. Purchases using the ‘Pay In Person’ method are non-refundable.


Where can I find a Canada Post location to make an in-person (Pay In Person) payment?

Please use Canada Post's location finder, here.


When I go to a Canada Post Outlet will I need to take any ID?

No, you do not need to show your ID, simply bring the QR code sent to you and ask the clerk to scan it.


What payment methods can I use in person at Canada Post?

Cash and Visa or Mastercard debit.


Can you send me my voucher by text message to my mobile phone?

No, it's email only.


How many orders can I create for the ‘Pay in Person’ option?

You can pay for multiple orders with any of the payment options. Note that in-person orders must range between $10 and $500 including fees. In other words, you may not purchase a $500 denomination voucher using the in-person payment method because the fees will exceed the $500 cap, but you may make more than one order. The denomination limits per transaction for debit cards and e-Transfer are higher.


Where can I find out more information about the vouchers?

Check under the "Products" tab, you will find more information about the various products and links to the respective brands.


When can I contact you?

Monday to Saturday 9:30 to 6:00 PM EST / 12:30 - 9:00 PM PST