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Frequently Asked Questions

1. How do I open a new CyBux™ Account?
Opening a new CyBux™ Account is done through schools and/or merchants that accept online payments from CyBux™ Accounts.

Just go to the school’s or merchant’s website, click a hotlink entitled “Get a New CyBux™ Account” (or similar phrase), enter a valid email address, and click the “Send me a CyBux™ Account number” button.

Within moments a new CyBux™ Account number and a one use activation code will be emailed to you.

(Note: If your school or favourite merchant does not accept online payments from CyBux™ Accounts, consider sending them an email requesting that they do.)
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2. Do I have to provide any personal information?
None, except for a valid email address!

When you activate a new CyBux™ Account, you create a secret PIN (personal identification number), you create an online user name (we even encourage you to use a nickname, or alias), and you create your own security question and answer. That’s it!

So, as you can see, we do not keep a record of any of your personal information. Therefore, because your personal information is never disclosed in the first place, it can never be compromised.
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3. Do I have to provide any banking information?
None at all!

When you transfer money into your CyBux™ Account, you do so from within the security of your own financial institution. The only data received are:
(a) the dollar amount,
(b) the financial institution it came from, and
(c) the CyBux™ Account number into which it is being deposited.

There is no record of your banking information. Therefore, because your banking information is never disclosed in the first place, it can never be compromised.
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4. How do I change my secret PIN?
At any time, and from any Internet connection, you can change your secret PIN.

Go to the CyBux ™ Accounts website, sign in by entering your CyBux™ Account number and secret PIN, click the Reset CyBux Account PIN link, and then simply follow the on screen prompts.
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5. How do I change my email address?
At any time, and from any Internet connection, you can change your email address.

Go to the CyBux ™ Accounts website, sign in by entering your CyBux™ Account number and secret PIN, click the Change Email Address link, and then simply follow the on screen prompts.
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6. What happens if I forget my PIN?
Go to the CyBux ™ Accounts website, enter your CyBux™ Account number, and click the Forget your PIN? link.

You will be prompted to enter your Online User Name, your email address, the answer to your security question. Then follow the online instructions.
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7. How do I transfer money to my CyBux™ Account?
Transferring money to your CyBux™ Account is as easy as paying your phone or utility bill, because CyBux™ is registered as a “payee” at all major banks and most credit unions in Canada.

Established CyBux™ as a personal payee, then use any of four methods to transfer money to your CyBux™ Account:

• in person at a teller
• at any or your bank's ABMs
• via telephone banking, or
• online banking

(Note: For a detailed explanation, click here.)
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8. How do I check my CyBux™ Account balance?
At any time, and from any Internet connection, you can check your CyBux™ Account balance.

Go to the CyBux ™ Accounts website, sign in by entering your CyBux™ Account number and secret PIN, after which, your Account balance is displayed on the screen (just under your Online User Name and CyBux™ Account number).

It is also displayed in the CyBux ™ Account History section of CyBux ™ Accounts website.
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9. Who can use my CyBux™ Account?
Anyone who knows your secret PIN can use your CyBux™ Account. That’s why it’s so important to keep your PIN secret!

We do not recommend disclosing your secret PIN to anyone else (not even a family member). Since it doesn’t cost you anything, we believe a better choice is to simply open a new CyBux™ Account that you can share with someone else.
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10. Am I charged any fees for transferring money into my CyBux™ Account?
CyBux™ does not charge any fees for receiving money transfers into your CyBux™ Account.

Although most banks allow a certain number of free “payments” per month, your own financial institution might charge a small fee. (If you’re uncertain, please check with your own financial institution.)
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11. Am I charged any fees for making online payments from my CyBux™ Account?
The fees associated with CyBux™ Accounts are established in conjunction with the school or merchant through whom the CyBux™ Accounts are issued.
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12. Do I earn interest on the money in my CyBux™ Account?
No, you do not earn interest on the money in your CyBux™ Account.
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13. Do I get a CyBux™ card with a CyBux™ Account?
Depending on the configuration of the CyBux™ Program they have established, some schools or merchants may require the issuance of a CyBux™ card. Nevertheless, no matter whether you receive a CyBux™ Account number by email, or in the form of a card, both provide risk free access, total privacy and complete security.
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14. How do I report that my secret PIN has been compromised or my CyBux™ card lost or stolen?
If you have reason to believe your secret PIN is no longer secret — or your CyBux™ Card is lost or stolen — report it to our customer care center at 1.604.222.8846 immediately.

Please be prepared to give your CyBux™ Account number so that we can protect your CyBux™ Account by locking it, and it will remain so until you tell us to unlock it.

NO ONE FROM CYBUX™ IS AUTHORIZED TO ASK FOR YOUR SECRET PIN.

(Note: Your secret PIN should never be disclosed to anyone.)
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15. How do I unfreeze my CyBux™ Account after it has been frozen?
To unfreeze a CyBux™ Account, contact our customer care center at 1.604.222.8846. To protect the security of your CyBux™ Account, our customer care agents will ask you several questions including your Online User Name and the answer to your security question.

NO ONE FROM CYBUX™ IS AUTHORIZED TO ASK FOR YOUR SECRET PIN.

(Note: Your secret PIN should never be disclosed to anyone.)
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16. Do CyBux™ Accounts have preset limits?
The specific preset limits on CyBux™ Accounts are established in conjunction with the school or merchant through whom the CyBux™ Accounts are issued.

In general, there are preset maximum and minimum amounts for any single money transfer into a CyBux™ Account; there is a preset maximum amount of money that can be stored in a CyBux™ Account; and preset maximum and minimum amounts for any single payment from a CyBux™ Account.
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17. Does my CyBux™ Account ever expire?
Unlike most prepaid card programs, we believe that the money in your CyBux™ Account is yours! We do not scoop money out of your Account — calling it a service charge, or maintenance fee — just because your Account has been inactive for a couple of months. In fact, we abide by the same rules that apply to deposit Accounts at all Canadian financial institutions.

If your CyBux™ Account becomes dormant, i.e., no activity for twenty-four (24) months, we send you an email asking if you wish to continue your CyBux™ Account. (Remember, your email is the only information you gave us to contact you by.)

Then, if your CyBux™ Account remains dormant for a further three (3) years (a total of five years of inactivity), we send you a second notice. If we do not receive a response to the second email notice within 30 days, we initiate “dormant Account” procedures established by the Bank of Canada.

(Note: For more information regarding dormant Accounts, please visit the Bank of Canada’s website www.bank-banque-canada.ca)
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18. Can I have more than one CyBux™ Account?
Yes! You can open multiple CyBux™ Accounts.
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19. Can I transfer money from one CyBux™ Account to another?
Yes! You can transfer money from one CyBux™ Account to another, e.g., a parent could transfer money from their CyBux™ Account to their child’s Account. Simply contact our customer care center at 1.604.222.8846. A fee may or may not be applied to this service.
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