UGO Support

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See how UGO Wallet works

UGO Wallet makes your life easier by letting you pay for purchases, get and redeem reward points, send money to friends and family, and store and manage receipts, all in one app.

FAQ

UGO Wallet basics

Expand a frequently asked question to see our answer.

What is UGO Wallet?

UGO Wallet is a digital wallet app that allows you to get reward points and to store and use loyalty and gift cards on your smartphone. And you can store membership cards in their own category as well. You can also send money to friends and family. Plus, on Android smartphones (4.4+), pay with just a tap of your smartphone when using participating credit cards you’ve added to your UGO Wallet wherever you normally tap your credit card. UGO Wallet also lets you scan, store and organize your receipts.

How is my information kept secure with UGO Wallet?

Your information security is our top priority. UGO Wallet uses bank-grade encryption to protect any personal information that you upload.

You can add extra layers of protection by setting up passwords, passcodes, PINs, or Touch ID as applicable, to be required each time you open the app or use credit cards cards in your UGO Wallet. When using credit cards on UGO Wallet, passcodes are always required in order to give you an extra level of security.

What do I need to start using credit cards with UGO Wallet?

If you’d also like to pay with your smartphone, you will need the following in order to start making purchases using credit cards with UGO Wallet at merchants that currently allow you to tap and pay with your credit card:

a) A participating TD Credit Card. Coming soon, you'll also have the ability to make payments with President's Choice Financial MasterCard credit cards as well;
b) A data plan or enabling Wi-Fi on your smartphone; and
c) A Near Field Communication (NFC)-capable Android smartphone (4.4+) supporting payment technology.

Additional options for participating credit cards and smartphones are being added regularly.

How do I use UGO Wallet?

Click here to watch UGO How To videos.

Will UGO Wallet work on my phone?

UGO Wallet is available for download on Android (4.4+), iOS (8.0 and up) and most BlackBerry smartphones.

UGO Wallet can be used to pay with participating credit cards on Android smartphones (4.4+) at merchant terminals that support contactless payments.

Which credit cards, loyalty cards, gift cards and membership cards can I use with UGO Wallet?

You can add any loyalty card (ie. travel rewards, gas cards) to UGO Wallet and get points on the go. Or, add a gift card and use your balance at retailers. Add any membership card (ie. gym cards, library cards) as well.

All personal TD Credit Cards (excluding TD US Dollar Visa and TD Cash Back MasterCard credit cards) can be added on Android smartphones (4.4+) to make contactless payments. Coming soon, you'll also have the ability to add your President's Choice Financial MasterCard credit cards as well.

Why should I upgrade to the latest version of UGO Wallet?

In order to make contactless payments using UGO Wallet, you need at least UGO Wallet app version 7.0 and Android 4.4+ before you can add an eligible card.

How can I make sure I have the most recent version of the UGO Wallet app?

To ensure you always have the latest version of the app, turn on automatic updates for the App Store or Google Play in the Settings menu of your phone.

What is the 5‑digit Passcode feature and how does it work?

For Android smartphone and iOS users, a Passcode is a personal 5-digit number selected by you when you create the UGO Wallet or update to version 7.0. It helps keep your information safe from unauthorized access. It only takes a few seconds to set up it up. You can choose to turn the Wallet Passcode setting "ON" or "OFF". If you set the Wallet Passcode "ON", your Passcode will be required each time you open UGO Wallet on your smartphone.

Please note that as a standard security measure, passcodes are always required to be entered each time you wish to make a transaction using a credit card in your UGO Wallet. You can change your Passcode at any time in your UGO Wallet Settings.

I forgot my 5‑digit Passcode and I am locked out. Why? And what do I do?

After 3 failed attempts, you will be locked out of UGO Wallet and prompted to reset your 5‑digit Passcode. You will be prompted to enter your Wallet Password to continue and reset your 5‑digit Passcode.

Do I need to be connected to Wi-Fi or my cellular data network to use UGO Wallet?

If you've logged out of UGO Wallet, you'll need to be connected to either your cellular data network or Wi-Fi to log back in. If you've just minimized UGO Wallet, you can open it again without a data connection at any time.

You need cellular data or Wi-Fi to add participating credit cards, back up or restore, and upload receipts into UGO Wallet.

With participating TD Credit Cards on Android smartphones 4.4+, you can make payments while you are offline, although, in some cases, you will be prompted to connect online.

What is Touch ID?

Touch ID is a biometric fingerprint recognition feature that's available on select iOS devices. It allows users to use their fingerprint to unlock their iPhone instead of providing a Wallet Password or Passcode.

Can I use Touch ID with UGO Wallet?

In addition to using Touch ID to unlock their phones, iPhone users can also set up Touch ID to control access to their UGO Wallet. It allows you to perform the exact same tasks as if you were using a 5-digit Passcode – and with the same level of security. It provides convenient, fast and safe access to your UGO Wallet.

How do I set up Touch ID on UGO Wallet?

You can set up Touch ID in your device settings if you have the latest version of the UGO Wallet app installed on an iPhone 5s, 6 or 6 Plus+ running iOS 8 or higher. Once set up on your device, you can enable Touch ID during registration or in your UGO Wallet settings by following the instructions provided. Then, you will be able to sign in to your UGO Wallet by using your fingerprint

Can I disable Touch ID from UGO Wallet?

To disable Touch ID sign-in from UGO Wallet, access the ON/OFF toggle for Touch ID in your UGO Wallet Settings. By selecting the "OFF" position, Touch ID will be disabled and you will not be prompted for your Touch ID fingerprint the next time you log in. (Note: In the event that you delete and re-install the UGO app, upon first log in, you will be prompted to set up Touch ID.)

What do I do if my phone is lost?

If your phone is lost, please notify the issuers of the credit, loyalty and membership cards that you have in UGO Wallet. You can also call the UGO Customer Care Team to lock your UGO Wallet. Call us toll free at 1-844-838-1192 (outside of North America 1-844-838-1195), Monday to Friday between 8am and 8pm Eastern Time (ET). Or email us any time. Don't forget to contact your wireless service carrier.

How can I organize my cards in UGO Wallet?

Watch a YouTube video demo of how to organize your cards here

I changed SIM card and now I can't use my UGO Wallet. What should I do?

Your UGO Wallet is linked to your SIM card so when you change it we will need to help you out. Please give our UGO Customer Care Team a call toll-free at 1 844-838-1192 (outside of North America 1 844-838-1195), Monday to Friday between 8am and 8pm Eastern Time (ET).

Can I get rid of all of my cards and paper receipts now that they’re stored on UGO Wallet?

Don’t destroy them! You never know when you may need to reference or use them in the future, so make sure to keep them safe.

How do I remove a card from UGO Wallet?

Watch a YouTube video demo of how to delete a card here.

Are there costs associated with using UGO Wallet?

UGO Wallet does not charge a fee for download or use of the app. Certain features in UGO Wallet require an Internet connection and standard data and text messaging charges from your wireless service provider may apply.

If I've qualified for a gift card as part of a promotion, how can I claim it?

To claim your gift card, go to the main menu in the top left-hand corner of the screen and choose Marketplace. Click on the gift card that's waiting for you to claim. Then, just choose Add or the + sign in the top right-hand corner of the screen.

Once you've claimed it, the gift card will appear in your main UGO Wallet screen, ready for you to use!

If you change smartphones, your gift card will be back in Marketplace, waiting for you to claim again. Just follow the instructions above a second time and the same balance will be available on your gift card.

How do I back up my cards?

To back up your loyalty, gift, membership, and other cards (except credit cards), go to the main menu in the top left-hand corner of the screen. Choose Settings, then UGO Cloud, and then Back Up.

Back Up can take a bit of time, especially if you’ve got a lot of cards. Remember not to click out of the screen until the backup is complete.

How to use loyalty, gift and membership cards with UGO Wallet

Expand a frequently asked question to see our answer.

How do I add cards or receipts to my UGO Wallet?

To add any card or receipt to your UGO Wallet, hit the + sign in the top-right hand corner of the main screen in your UGO Wallet. Follow the instructions from there!

How do I get reward points on a loyalty program with UGO Wallet?

Watch a YouTube video of how to collect points. Click here.

What are Suggested Cards?

UGO Wallet will make suggestions of the most useful cards for you based on your location, (if you give us permission to access it). Otherwise, it will suggest your most frequently used cards. Suggested Cards will only appear when there are relevant cards.

Why isn't Suggested Cards showing me a card related to the store I'm standing in?

If you haven't given UGO Wallet access to your location, Suggested Cards will show you your most-frequently used cards. If you have given UGO Wallet access to your location, Suggested Cards will show you cards from your wallet that appear to be relevant. The cards shown may not be relevant if phone has provided incorrect location information, if the store you're in isn't listed correctly publically, or if the UGO Wallet catalogue is still being updated with store information.

Why do I get an incorrect card number error when I manually enter the number for some of my cards?

When you manually enter your card numbers, you might be on the receiving end of an error message. Darn! Here are a few reasons why this might happen:

1) You mistyped the number
2) You entered the wrong set of numbers
3) There may be numbers that are part of the barcode that are not visible on your physical card

Sometimes scanning the card can work better than entering it manually. If you continue to have issues you can call us toll free at 1-844-838-1192 (outside of North America 1-844-838-1195), Monday to Friday between 8am and 8pm Eastern Time (ET). Or email us at any time.

Why am I getting a barcode error when I scan some of my cards?

We currently support the most common barcode format. What this means is if you try to scan a barcode using a different format, you’ll receive an error – bummer. If this happens, try manually entering both the card name as well as the card number. We support as many barcode formats as we can and we're working to add new ones.

Why is the card number displayed different from the one I entered?

Sometimes we have to reformat the card number so that it’s easier to read when you're checking out at retailers. If you'd like to check the number to make sure it's correct, choose Edit details for this card.

Why isn’t the retailer/merchant able to scan the barcode on the loyalty, gift or membership card screen and what should I do?

Some scanners are unable to scan from smartphones. You can try rotating your smartphone so the barcode appears in landscape mode, displaying a larger barcode. If that fails, ask the retailer or attendant to manually key in the displayed card number. Alternatively, you may want to adjust the brightness in screen settings as this may help.

How can I delete a gift card once I've used the balance?

Watch a YouTube video of how to delete a card here.

How can I track the balance of my gift card?

Just like with your plastic card, there isn't a way for your gift card balance to show automatically in UGO Wallet. However, you can track the balance manually within the app. In the View Details screen, choose Balance. You will then be in the Edit Details screen where there is a field called Balance. Just enter your remaining balance into the Balance field and save. Don't forget to update it the next time you use the card!

What is a gift card PIN?

A gift card PIN is a number, usually four digits long, that provides extra security on some gift cards. It can be found on the back of your gift card and can't be changed. If your gift card has a PIN you can save it in the Edit Details screen or when you first add your gift card. That way you can pull it up easily if the cashier needs it to redeem the card's value.

What is the Other category?

If you have a compatible Android smartphone or an iPhone, you'll see an Other card section in your UGO Wallet. You can add almost any card from your wallet to the Other category of UGO Wallet, if you'd like to be able to scan the digital barcode later or if you want to keep a digital copy as a backup for your convenience. Be careful not to add any government-issued ID (such as driver's licence, health card, passport, SIN card, etc.) and make sure the applicable store or organization will accept your digital version of the card.

TD Visa Credit Card payments with UGO Wallet

Expand a frequently asked question to see our answer.

Which cards can I use with UGO Wallet?

You may use the following eligible Cards for UGO Wallet with an Android (4.4+) smartphone:

TD® Aeroplan® Visa Platinum* Card
TD® Aeroplan® Visa Infinite* Card
TD® Aeroplan® Visa Infinite Privilege* Card
TD First Class Travel Visa Infinite* Card
TD Cash Back Visa* Card
TD Cash Back Infinite* Card
TD Classic* Travel Visa* Card
TD Drivers Rewards Visa Card
TD Emerald Visa* Card
TD Emerald Flex Rate Visa* Card
TD Green® Visa* Card
TD Gold Elite Visa* Card
TD Gold Select Visa* Card
TD Rebate Rewards Visa* Card
TD Platinum Travel Visa* Card

Do I need to be connected to Wi-Fi or my cellular data network to use UGO Wallet?

When you are using UGO Wallet, you will be able to use Pay Now without a cellular data network or Wi-Fi connection, although in some cases, you will be prompted to connect online. However, to add or delete a card, you are still required to be connected to your cellular data network or Wi-Fi.

How can I use UGO Wallet when I have other NFC payment apps installed on my smartphone?

If you open and use another NFC payment app on your smartphone, it may prevent you from being able to make a payment with UGO Wallet. If this happens, you have to either close the other payment app or restart your smartphone to restore UGO Wallet.

Why is my credit card number in UGO Wallet different than the number on my plastic credit card?

Every credit card added to UGO Wallet is given a unique number, called a mobile card number (also referred to as a digital token for eligible cards), which is different from the one on your plastic credit card. Similar to when you use your physical card, the last 4 digits of your UGO Wallet mobile card number will appear on your receipts to help you identify your purchases. All the transactions made using UGO Wallet will show up on your credit card statement just as if you used your plastic credit card.

How do I know that my payment transaction has gone through?

Just like when you pay with your physical credit card, the cashier will confirm that your transaction was successful when you pay using UGO Wallet.

How do I use UGO Wallet to make a return or receive a credit on my credit card?

Watch a YouTube video demo of how to get a refund here.

When my credit card is renewed or I change my credit card, does UGO Wallet automatically get updated?

If you renew or change your credit card information, you will need to remove your old credit card from UGO Wallet and set up the new or renewed participating credit card in order to start using it.

Sending money with UGO Wallet

Expand a frequently asked question to see our answer.

Can I send money with UGO Wallet?

Yes. With UGO Wallet, load money and send it to friends and family via text message. You can load funds to UGO Wallet using your Visa credit card, Visa debit card or MasterCard. You can also track when money is transferred and accepted using UGO Wallet.

How can I add funds to UGO Wallet?

Simply click on the load money option within UGO Wallet and input your Visa credit card, Visa debit card, or MasterCard credit card information into the appropriate fields.

When will I see the money I loaded in my UGO Wallet?

Upon confirmation of a load, money is added in real time to your UGO Wallet.

Are there any fees to send money or make purchases with UGO Wallet?

Currently there are no fees to download or use UGO Wallet. However, standard wireless carrier message and data rates may apply.

How do I send money to someone?

You can send money to anyone who has a Canadian mobile smartphone number via a text message. Simply click on Send Funds and enter the mobile phone number or select the number from your contacts. Enter the amount and any comments you might want to include, confirm and send. Since you know the person you are sending the text message to, and they know it’s you, it’s a quick and simple way to send money.

If someone has sent me money, how do I receive it in my UGO Wallet?

You’ll receive a text message notifying you that someone has sent you money using UGO Wallet with a link to click. If you are an existing UGO Wallet user, simply accept the funds and they will be added to your UGO Wallet balance. If you’re not a UGO Wallet user, you will be directed to download UGO Wallet and how to receive your money.

What happens if I don’t accept the money?

If you don’t accept the money it will be returned to the sender 30 days from the date it was originally sent.

At what gift card merchants can I make purchases using funds within my UGO Wallet?

You can see a complete list of participating gift card merchants by accessing the Make Purchase screen of your UGO Wallet.

How do I make purchases at participating gift card merchants using funds within my UGO Wallet?

To make a purchase at participating gift card merchants using funds within UGO Wallet, select the Make Purchase screen within the Send Money section of your UGO Wallet. Select the merchant you are at, and enter the amount of your purchase. A barcode will then be generated. Show the barcode to the cashier to scan and you’re done. Your UGO Wallet account balance will updated automatically once you go back to the Send Money section main screen.

How much money can I load into my UGO Wallet?

The minimum load is $5. Certain transaction and monthly limits apply. Contact UGO Customer Care at 1-844-838-1192 for more details.

Are there any limits associated with using my UGO Wallet account?

Certain per-transaction and monthly limits may apply to load and send money amounts. For further information, contact Customer Care.

Can I cancel a transaction to send money?

You can cancel a pending transaction to send money up to 30 calendar days from the date it was sent to the receiver. The transaction cannot be cancelled once the money has been accepted.

Where can I see my transaction activity?

You can always view your transactions when you click on My Transfers within the Send Money section of your UGO Wallet.

How can I cash out using UGO Wallet?

You can request a cash-out within the Send Money section of the app. Simply click Cash Out on the carousel and fill in the information UGO is required by law to collect. You can cash out up to your available funds in your UGO Wallet account.

Is sending money with UGO Wallet secure?

UGO Wallet uses PCI compliant, bank-grade encryption to protect your financial information.

Adding, storing and organizing receipts

Expand a frequently asked question to see our answer.

How can I add and use receipts in my UGO Wallet?

It’s easy! To add paper receipts, just take pictures of your receipts to create digitized versions to store in your UGO Wallet. To add email receipts, forward them to your receipt email address. Then you can categorize them, add notes, search, and export them as expense reports (.xlsx), spreadsheets for accounting software (.csv), or images (.pdf). Note: BlackBerry phones do not permit folders, exporting, and email receipts features.

How do I add email receipts?

Just forward your email receipts to your receipt email address. They will automatically be saved as receipts.

What is my receipt email address?

Your receipt email address is a new email address where you'll send your receipt emails to be saved in your UGO Wallet. You'll be asked to create it when you go into the Receipts section of your UGO Wallet. Just forward your receipt emails, or ask the cashier to send them directly to your receipt email address. Note that you won't be able to use this email address to send and respond to emails.

Can I add receipts when I am offline?

Paper receipts can be added at any time. You can also forward email receipts at any time, but they will only be processed when you're online. All receipts are only backed up when you're online.

Do my receipts get backed up automatically?

Once a receipt has been successfully added to your UGO Wallet, it will be automatically backed up when you are online.

Once I’ve added paper receipts to my UGO Wallet, can I throw them out?

It’s always a good idea to retain a copy of your paper receipt. It may be required for warranty or tax purposes or to return goods at retailers.

Can I export my receipts?

For iPhone and Android smartphone users, receipts can be exported individually or in folders you have defined (such as personal or business expenses). They can be exported in PDF, CSV and XLS formats.

Is there a limit to the number of receipts that can be added?

There is no limit to the number of receipts that can be stored in your UGO Wallet.

Will retailers accept the digitized receipts to process returns or exchanges?

Some retailers accept digitized receipts while others require the original paper copies. Always keep a copy of your paper receipt in case it is required.

What if I don't see something I've forwarded in my saved receipts or my Email List?

If an email that's been forwarded to your receipt email address contains viruses it will not be available for you to view. It will be deleted automatically and cannot be recovered.

What can I do if a merchant keeps sending promotional emails to my receipt email address?

Promotional emails will be kept in your Email List for 30 days, after which they will be deleted automatically. When you open the emails, you can choose to delete them or save them for future reference as a receipt, although no receipt information will be populated. If you would like to unsubscribe from future email communications, you will need to contact the merchant directly.

Still have questions?

If you have a specific question about UGO Wallet, you can speak directly with a member of our UGO Customer Care Team. Call us toll free at 1-844-838-1192 (outside of North America 1-844-838-1195), Monday to Friday between 8am and 8pm Eastern Time (ET). Or email us any time.

For any card account-related questions, please call your card issuer or provider.


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