Important Notice
Thank you for your participation in the Aura Loyalty Prepaid Program. We appreciate the opportunity to provide this service to you. As of May 31, 2023, you will no longer have access to the program.
Important Dates:
We recommend you start reducing your balance and remove any automatic bill payments and discontinue any fund loads to make the transition easier.
There are a few key dates to take note of:
- Effective May 1, 2023 – You will no longer be able to load funds onto your card via cash load or eTransfer request.
- Effective May 31, 2023 – Your card will no longer be active. That means that no ATM or POS transactions will be approved. If you wish to cancel your card prior to May 31, 2023, please call the Care team at 1-855-777-9790.
- Funds will be returned by eTransfer to the email address on file, 45 days after the cancellation of the card. No fee will be charged for processing the refund.
Discontinuation Q&A
| Question | Answer |
| What phone number can the Aura Care team be reached at? | The Aura Care Team can be reached at 1-855-777-9790 until June 30th for any account related questions. |
| How can I close my account? | Reach out to the Aura Care Team at 1-855-777-9790 or in the chat and they will walk you through the process and close your account. |
| What if I have a goal balance in my account? | You can cash out your goal amount and close out your goal as per the following steps: 1) Go to the Activity Screen 2) Click the 3 dots on the upper right-hand corner 3) Select “Goal Cash Out” 4) Input the entire goal amount 5) Select “Cash Out” 6) Turn off your round-up feature by clicking the “end goal” button at the bottom of the screen |
| What happens if I do not close my account? | Your account will be closed as of May 31, 2023. Your goal balance will automatically be transferred to your account balance. Funds will be returned by e-Transfer to the email address on file with Aura. You will need to accept the e-Transfer within 30 days. |
| What do I do if I have any pre-Authorized bill payments attached to my Aura card? | You will need to contact your service provider with a new method of payment. |
| How do I get my money off of my card? | You can either make a purchase or make a withdrawal at an ATM (Applicable Service fees may apply at an ATM). |
| When should I stop loading money onto my Aura card? | All Loads will be disabled as of May 1, 2023. |
| When do I need to stop using my card/app? | The app and cards will be disabled as of May 31, 2023. |
| What to I need to do with my card or app after May 31, 2023? | Cut up or shred your card after May 31, 2023. You can delete your app from your device. If you have your Aura card in your virtual wallet it will show as expired and you will need to remove it. |
| What if I need to update my address or email? | These changes can still be made through your credit union until May 31, 2023. All updates can be sent to Aura as per normal process. |
| What happens if I can’t reduce my balance to zero? | Your account will be closed as of May 31, 2023. Funds will be returned by e-Transfer to the email address on file with Aura. You will need to accept the e-Transfer within 30 days. |
| When will I receive my remaining balance? | e-Transfers will be sent after May 31, 2023, within 45 days, as per the cardholder agreement. |
| What if I have a disputed transaction? | Reach out to the Aura Care Team and they will address your concerns. |
| What if I want to keep a record of my transactions? | Reach out to the Aura Care Team and they will arrange to send you a statement. |
| What if my Teen card has a balance on the account? | Your account will be closed as of May 31, 2023. Funds will be returned by e-Transfer to the email address on file with Aura. You will need to accept the e-Transfer within 30 days. |
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