Frequently Asked Questions

Using the website

How do I register?

Registering is easy with an eligible CIBC Rewards card. All you will need is your credit card and to provide some personal information in order to register for the CIBC Rewards program. If you had previously registered in the CIBC Aventura® program, you may be able to log in with your old username and password to complete your new registration.

How do I create an online profile?

It’s simple. First, create an online account by registering at CIBCRewards.com. Once you have started your registration, you’re on your way. You can edit your address, select the types of promotions you’d like to receive, tell us about your interests and much more.

How do I reset my password?

If you’ve forgotten your password, you can request a password recovery at CIBCRewards.com by clicking on “Forgot Password?”. A temporary password will be sent to you in an email which you will need to complete your password reset. You must successfully answer one security question in order to successfully reset your password.

How do I retrieve my username?

If you’ve forgotten your username, you can retrieve it at CIBCRewards.com by clicking on “Forgot Username?”. Upon successful completion of the verification process, an email will be sent to you with your username.

How do I unlock my account?

Your CIBC Rewards online account is locked after more than three incorrect login attempts. To unlock your account, you can use Single Sign On from CIBC Online Banking® to directly log in to your CIBC Rewards account. Alternatively, you may call 1 888-232-5656 and a CIBC Rewards Centre agent will be happy to assist you.

How do I add another credit card to my profile?

As part of the CIBC Rewards program, you can add other CIBC Aventura®, CIBC Gold Visa* and CIBC Vacationgold® Visa* cards to your profile if you are the primary cardholder for both cards. Once you sign in to your account at CIBCRewards.com, click on “Profile” and go to the “Cards” tab. Follow the simple step-by-step instructions to add your card to your profile.

What is a 'delegate user'?

If you are the primary cardholder, you have the ability to assign a delegate to your account. This can be anyone that you grant this right to. You will need to set up a separate delegate account online. The delegate can view the account’s points balance and redeem points on behalf of the primary cardholder. Please note that an authorized user will need to be set up as a delegate in order to access the primary cardholder’s CIBC Rewards account and is not automatically set up as a delegate.

What is a security PIN?

When setting up a delegate user under the Primary Cardholder’s profile, you will be given a security PIN that must be provided to the delegate in order to complete their registration. This PIN will not be emailed to the delegate but will always be available in the Primary Cardholder’s profile for future reference.

How do I create a delegate account?

To assign a delegate to the account, the primary cardholder logs into his/her account profile and clicks on the “Delegates” tab. From there, the primary cardholder is asked to provide the delegate’s information. A security PIN is generated once the delegate account is created. The primary cardholder is responsible for providing the delegate with this PIN, as it is required to complete the delegate’s registration. The primary cardholder acknowledges that they will be bound by any activities of the delegate, as the delegate will be acting on behalf of the primary cardholder.

How do I update my CIBC Rewards profile information?

Please go to CIBC.com to change the following through CIBC Online Banking®:

  • Name
  • Primary address
  • Phone number
  • Email address

You will see your changes on CIBC Rewards in 3 to 4 business days.

My email address is uneditable. How do I update my email address?

To update your email address, please visit CIBC.com and log onto your online banking account. Alternatively, you may call 1 800 465-4653 and a CIBC agent will be happy to assist you.

Why has my profile information on CIBC Rewards.com changed?

To ensure your latest information is up to date and accurate, CIBC Rewards.com is updating your profile information to match your profile information on CIBC Online Banking®. If you would like to update your profile information, please go to CIBC.com and makes those changes through CIBC Online Banking.

Can I change which of my cards appears by default when I use the link in CIBC Online Banking® link to get to CIBC Rewards?

Yes, you can change your default card in your CIBC Rewards profile. Please enter the CIBC Rewards site by clicking ‘Go to CIBC Rewards’ from CIBC Online Banking®. You can access your CIBC Rewards profile page by clicking on your name at the top of the web page, and you can change your default card by going to the ‘Cards’ tab.

I have multiple CIBC credit cards registered on CIBC Rewards; why can’t I see them when I use the CIBC Online Banking® link?

When you sign into CIBC Rewards through the link in CIBC Online Banking, your profile will default to one of your credit cards. To see your othercards, once on the CIBC Rewards website click on the down arrow next to your current card’s points balance at the top of the web page and select another card.

Phone Numbers and Hours of Operation

What are your hours of operation?

For your convenience, you can access CIBCRewards.com 24 hours a day to check your account balance and redeem for Travel and Rewards.

To contact us by phone:
CIBC Aventura® and CIBC Gold Visa* Customers

General Inquiries and Rewards Redemptions
Phone: 1-888-232-5656 (In Canada & U.S.) or 905-696-4907 (elsewhere)
Monday to Friday: 8:00 a.m. EST - 9:00 p.m. EST
Saturday: 8:00 a.m. EST - 5:00 p.m. EST

Travel Inquiries and Redemptions

Phone: 1-888-232-5656 (In Canada & U.S.) or 905-696-4907 (elsewhere)
Monday to Friday: 8:30 a.m. EST - 10:00 p.m. EST
Saturday: 9:30 a.m. EST - 7:00 p.m. EST
Sunday: 10:00 a.m. EST - 6:00 p.m. EST

CIBC Vacationgold Customers

Phone: 1-866-339-3320 (In Canada & U.S.) or 905-277-3394 (elsewhere)
Monday to Friday: 8:30 a.m. EST - 10:00 p.m. EST
Saturday: 9:30 a.m. EST - 7:00 p.m. EST
Sunday: 10:00 a.m. EST - 6:00 p.m. EST

CIBC Travel Concierge Service

Phone: 1-888-232-5656 (In Canada & U.S.) or 905-696-4907 (elsewhere)
Monday to Friday: 8:30 a.m. EST - 10:00 p.m. EST
Saturday: 9:30 a.m. EST - 7:00 p.m. EST
Sunday: 10:00 a.m. EST - 6:00 p.m. EST

CIBC Credit Card Services and Program related queries

Phone: 1-800-465-4653 (In Canada & U.S.) or 514-861-4653 (elsewhere)

Aventura® Program Questions

What can I redeem for?

The CIBC Aventura® Credit Cards offer you the ultimate in flexibility so you can travel when you want. You can redeem your Aventura® Points for a wide variety of rewards options such as travel, gift cards, merchandise and Lifestyle rewards1. Use your Aventura® Points for flights on hundreds of airlines, with no blackout periods or restrictions, and points that don’t expire2. What’s more, if your card is eligible for the Aventura® Airlines Reward Chart you could fly for as low as 10,000 Aventura® Points, so you could be taking off sooner than you think.3

What are Aventura® Points ?

Aventura® Points are rewards points that are awarded on your CIBC Aventura® Credit Card.

How do I earn Aventura® Points ?

Earning Aventura® Points is easy!

You earn one (1) Aventura® Point for every $1 you spend using your Aventura® card.4 Plus, you can occasionally earn incremental rewards on your purchases.

And remember, all Aventura® cardholders earn double Aventura® Points on travel purchased through the CIBC Rewards Centre.5

How do I redeem Aventura® Points ?

When you’re ready to redeem for an Aventura® reward or book travel, simply redeem online at CIBCRewards.com or call the CIBC Rewards Centre at
1-888-232-5656.

How do I find my Aventura® Points balance?

For your most current balance, sign in to CIBCRewards.com. Your Aventura® Points will also be printed on your monthly CIBC Aventura® Credit Card statement under Aventura® Points Summary. If you have any questions about your statement or your account, please call 1-800-465-4653 (in Canada & U.S.) or 514-861-4653 (elsewhere, call collect).

Do any blackout periods apply for booking flights?

No, the CIBC Aventura® Program has no blackout restrictions.2

Is there a booking fee for purchasing or redeeming travel with my Aventura® Points ?

No. There are no fees to redeem your Aventura® Points .6

Am I limited to certain airlines when booking Aventura® travel rewards?

No. The CIBC Aventura® rewards Centre has access to flights on hundreds of airlines worldwide.

What is the minimum number of points needed to redeem for an Aventura® reward?

Rewarding experiences start at just 3,000 Aventura® Points .

What does ‘Top Up’ mean?

Top Up is an option for cardholders whose CIBC Credit Card qualifies for the Aventura® Airlines Reward Chart and who do not have enough Aventura® Points to redeem for a flight through the Aventura® Airline Rewards Chart. At the time of booking, cardholders can purchase up to 20% of the Aventura® Points they require for an Aventura® Airline Rewards Chart redemption and pay for the remaining balance of the flight with their accumulated Aventura® Points . Aventura® Points may be purchased at a rate of 3 cents per Aventura® Point (cost is subject to change; taxes extra). The number of Aventura® Points needed for a Top Up and the Top Up cost will be detailed in your Fare Breakdown.7

What is 'Aventura® Flexible Travel'?

Flexible Travel provides CIBC Aventura® cardholders with the ability to pay for flights, vacation packages, cruises, hotels and car rentals with any combination of:

  1. Aventura® Points ;
  2. Aventura® Points and your CIBC Aventura® Credit Card; or
  3. just your CIBC Aventura® Credit Card.

If you don’t find what you want online, simply call the CIBC Rewards Centre where a Counsellor will help create a personal travel package for you. Quotes for each travel package are easily converted into Aventura® Points for your redemption convenience. For example, 5,000 Aventura® Points can be redeemed for $50 of travel from the CIBC Rewards Centre. Your 3 easy payment options are:

  1. If you have earned enough Aventura® Points , redeem points for the whole travel package. (100 points = $1 in purchasing power)
  2. Purchase the whole travel package with your CIBC Aventura® Credit Card and earn double Aventura® Points on travel purchased through the CIBC Rewards Centre using your CIBC Aventura® Credit Card.5
  3. Redeem your Aventura® Points for a portion of your travel package and use your CIBC Aventura® Credit Card to pay for the rest. You will earn double Aventura® Points on travel purchased through the CIBC Rewards Centre using your CIBC Aventura® Credit Card.5

What do I need to know about merchandise availability?

Items are subject to availability and you will be notified of any change in merchandise status in your account’s “Order History”. Please allow up to 5 weeks for delivery of merchandise. Merchandise cannot be delivered outside Canada, or to a P.O. Box or Rural Route. CIBC assumes no liability for injury or damage caused by defective merchandise.

Can I order merchandise, gift cards and lifestyle rewards if I am outside Canada?

You can order from the catalogue on the website, but items can only be shipped to addresses within Canada (excluding P.O. Boxes and Rural Routes).

How do I return merchandise?

You have 30 days from the receipt of the item (10 days for jewellery items) to request a return. Contact the CIBC Rewards Centre at 1-888-232-5656 (in Canada & U.S.) or 905-696-4907 (elsewhere) for return instructions prior to returning the item. Once your return has been authorized, you will have fifteen (15) business days to return the item for it to be accepted. Please note that the following items cannot be returned: earrings, clothing, bedding, linens, towels, electronics, opened CDs, DVDs or games. Gift cards or certificates and lifestyle rewards may not be returned. There are no returns on clearance items or as noted on any item description.

How do I return merchandise if it is damaged or missing pieces?

If a merchandise item arrives damaged or there are missing pieces, please notify the CIBC Rewards Centre immediately. We will be happy to replace the item without charge, if it is reported within five (5) business days of receipt, the item(s) are returned in their original manufacturer’s packaging and are accompanied by the original packing slip. Defects identified after initial use will not be accepted for return and should be handled according to the applicable manufacturer’s warranty. Please contact the CIBC Rewards Centre at 1-888-232-5656 (in Canada & U.S.) or 905-696-4907 (elsewhere). A Return Authorization Number will be issued with return instructions.

Payment with Points & Financial Products with Points12

Can I use my points to pay down my credit card balance?

Yes. Primary cardholders can make a payment to their CIBC Aventura® or CIBC Gold Visa* Credit card balance with Payment with Points13. Redemptions start at 4,000 points for a $25 payment. Redeeming can be done quickly and easily online, through CIBC Online Banking® and CIBC Mobile Banking®. Redeeming is easy. To find out more and learn how to redeem click here.

Can I use my points towards my other CIBC financial products?

Yes. CIBC Aventura® and CIBC Gold Visa* primary cardholders can redeem for Financial Products with Points and make contributions to or payments for select bank products, such as a CIBC Daily Interest Savings Account (RRSP)14 or a Residential Mortgage Prepayment15, and reach your most important financial goals faster. Redemptions start at 12,000 points for a $100 payment or contribution to select existing CIBC financial products. Redeeming is easy. You will be able to select from your existing products on CIBC Online Banking® and CIBC Mobile Banking®. To see the full list of financial products you can redeem towards and to learn how to redeem click here

Auctions

When will the auction winner be contacted?

The auction winner will be contacted one business day after the auction item has closed.

Who will contact me regarding my winning auction item?

A CIBC Rewards customer service representative will reach out to you to discuss the details of your winning item and the next steps.

How do I claim my auction item?

To claim your auction item, you will be required to complete, sign and return a declaration form. The form will be provided by a CIBC Rewards customer service representative.

How do I know when new auction items are available to bid on?

Visit the “Coming Soon” page for a listing of new auction items.

How do I know if I’ve been outbid?

The bidding history for each auction item can be found at the bottom of the auction item page.

Gold Visa* Questions

How does the program work?

It’s simple. Each purchase you make with your CIBC Gold Visa* Credit Card earns you redeemable bonus points for merchandise or travel. Once you register your card and login to your profile, you can view the full merchandise, gift card and lifestyle rewards catalogue online, and book travel online. Each merchandise item in the rewards catalogue page lists the value in bonus points and includes taxes, handling and delivery charges.

How do I earn Gold Bonus Points?

Earning Gold Bonus Points is easy! One (1) Gold Bonus Point is earned for every $1 spent on your CIBC Gold Visa* Credit Card.8 And remember, you can earn double Gold Bonus Points on travel purchased through the CIBC Rewards Centre.9

How do I find my Gold Bonus Points balance?

For your most current balance, sign in to CIBCRewards.com. Your Gold Bonus Points balance will also be printed on your monthly CIBC Gold Visa* Credit Card statement. If you have any questions about your statement or your account, please call 1-800-465-4653 (in Canada & U.S.) or 514-861-4653 (elsewhere).

How do I book travel?

To book travel rewards, you can redeem your Gold Bonus Points, or pay with your card, or a combination of both. Log in to CIBCRewards.com or call the CIBC Rewards Centre at 1-888-232-5656. The number of points required for redemption for rewards for Gold VisaVisa* members may vary from the number of points required for the same reward under the Aventura® program. Please see sign into your account or call CIBC rewards centre for redemption information for Gold Visa* members.

How do I order merchandise?

You can view a full catalogue of merchandise, gift card and lifestyle rewards options, after registering your profile on CIBCRewards.com and logging in to the website. Orders can be made by a primary cardholder and delegates registered by the primary cardholder on CIBCRewards.com or by calling the CIBC Rewards Centre at 1-888-232-5656. The number of points required for redemption for rewards for Gold Visa* members may vary from the number of points required for the same reward under the Aventura® program. Please see sign into your account or call CIBC rewards centre for redemption information for Gold Visa* members.

What do I need to know about merchandise availability?

Items are subject to availability and you will be notified of any change in merchandise status in their account’s “Order History”. Please allow up to 5 weeks for delivery of merchandise. Merchandise cannot be delivered outside Canada, or to a P.O. Box or Rural Route. CIBC assumes no liability for injury or damage caused by defective merchandise.

Can I order merchandise, gift cards and lifestyle rewards if I am outside Canada?

You can order from the catalogue, but items can only be shipped to addresses within Canada (excluding P.O. Boxes and Rural Routes).

How do I return merchandise?

You have 30 days from the receipt of the item (10 days for jewellery items) to request a return. Contact the CIBC Rewards Centre at 1-888-232-5656 (in Canada & U.S.) or 905-696-4907 (elsewhere) for return instructions prior to returning the item. Once your return has been authorized, you will have fifteen (15) business days to return the item for it to be accepted. Please note that the following items cannot be returned: earrings, clothing, bedding, linens, towels, electronics, opened CDs, DVDs or games. Gift cards or certificates and lifestyle rewards may not be returned. There are no returns on clearance items or as noted on any item description.

How do I return merchandise if it is damaged or missing pieces?

If a merchandise item arrives damaged or there are missing pieces, please notify the CIBC Rewards Centre immediately. We will be happy to replace the item without charge, if it is reported within five (5) business days of receipt, the item(s) are returned in their original manufacturer’s packaging and are accompanied by the original packing slip. Defects identified after initial use will not be accepted for return and should be handled according to the applicable manufacturer’s warranty. Please contact the CIBC Rewards Centre at 1-888-232-5656 (in Canada & U.S.) or 905-696-4907 (elsewhere). A Return Authorization Number will be issued with return instructions.

Why can’t I receive a paper catalogue?

CIBCRewards.com is your new Rewards site that provides the most updated selection of merchandise and gift cards. Unlike a paper catalogue, it will have the latest selection of products, including newly released items from top brands. You can access your online catalogue and redeem 24 hours a day.

Vacationgold® Questions

What can I redeem for on my Vacationgold program?

The Vacation Dollars® you earn with your CIBC Vacationgold® Visa* Credit Card can be used toward virtually any vacation package or cruise you want to destinations all around the world. Redeem through CIBCRewards.com or the CIBC Rewards Centre at 1-866-339-3320.

How can I redeem my Vacation Dollars?

When you’re ready to travel, log in to your profile on CIBCRewards.com or call the CIBC Rewards Centre at 1-866-339-3320. Our friendly customer service representatives will be happy to help you choose the right Vacation Package from exotic getaways, family vacations, cruises, golf packages and more! The number of Vacation Dollars required for redemption for rewards for Vacationgold members may vary from the number of points required for the same reward under the Aventura® program. Please see sign into your account or call CIBC rewards centre for redemption information for Vacationgold members.

How can I earn points on my Vacationgold card?

For every purchase you make with your CIBC Vacationgold Visa* Card, you will earn Vacation Dollars equivalent to 1% of your net card purchases.10 One Vacation Dollar is equivalent to one dollar toward any vacation package or cruise of your choice. Also, when you purchase any vacation package through the CIBC Rewards Centre, you will receive triple Vacation Dollars on the net purchase price of the portion of the vacation package charged to your card. That means you’ll earn 1%, plus an additional 2% of the total charged to your card, net of taxes, service charges and insurance.11

How do I find my Vacation Dollar balance?

For your most current balance, sign in to CIBCRewards.com. Your Vacation Dollar balance will also be printed on your monthly statement. If you have any questions about your statement or your account, please call 1-800-465-4653 (in Canada & U.S.) or 514-861-4653.(elsewhere).

Single Sign on

What is Single Sign On?

CIBC cardholders with eligible products now have the ability to access their CIBC Rewards account directly from their CIBC Online Banking® account without having to login again. When signed in to CIBC Online Banking, click on "Go to CIBC Rewards" and you will be directed and logged in to the CIBC Rewards website.

Can I use Single Sign On if I have never registered for the CIBC Rewards website?

Yes, you can. If you have never previously registered for the CIBC Rewards website, when you first use Single Sign On you will be prompted to register by setting up a username and password. This username and password does not replace your CIBC Online Banking®credentials. Once your CIBC Rewards username and password have been set up, you can access your CIBC Rewards account in the following ways:

  1. Go to CIBC.com, click on "Go to CIBC Rewards" and you will automatically be directed and logged in to the CIBC Rewards website.
  2. Go to CIBCRewards.com and login directly using the username and password that you created during the CIBC Rewards registration process

What are the eligible products for Single Sign On?

If you have one of the following cards, you are able to use the Single Sign On functionality on CIBC.com to access your CIBC Rewards account: CIBC Aventura® Visa* Card, CIBC Aventura® Gold Visa* Card, CIBC Aventura® Visa Infinite® Card, CIBC Aventura® Visa* for Business, CIBC Aventura® World MasterCard® Card, CIBC Aventura® World Elite® MasterCard® Card, CIBC Aventura® MasterCard® Card, CIBC Gold Visa* Card. All other products are ineligible.

Can I use Single Sign On if I have a CIBC Vacationgold® Card?

Unfortunately at this time, cardholders with a CIBC Vacationgold® Card are unable to use Single Sign On.

Can Authorized Users and Delegates use Single Sign On?

Unfortunately at this time, Authorized Users and Delegates are unable to use Single Sign On

Aventura Certificates

What is an Aventura Certificate?

An Aventura Certificate provides bonus Aventura points to an eligible Aventura cardholder.

Why have I received an Aventura Certificate?

You can receive an Aventura Certificate through e-mail, mail or at a CIBC Branch either as part of our promotions or as a token of appreciation for being a loyal CIBC customer.

How do I deposit points from an Aventura Certificate?

If you have received an Aventura Certificate in your e-mail, you can click on the URL provided to deposit your points. Click on the URL, login with your CIBCRewards.com credentials, enter details and click on ‘deposit points’. If you have multiple eligible Aventura accounts, you can select the account to deposit the points to. Your redemption code will be automatically populated. When you click to deposit points, the points will be added to your selected Aventura account.

If you have received a printed Aventura Certificate, login to CIBCRewards.com or register , click on ‘Redeem Certificates’, enter the Aventura Certificate details and click on ‘deposit points’. The points will instantly be added to your selected Aventura account.

How long is my Aventura Certificate valid?

Each Aventura Certificate has a specific expiry date. This can be found on the Aventura Certificate e-mail or on the printed certificate. Expired Aventura Certificates cannot be used to deposit points, so it is recommended that you deposit them as soon as possible through cibcrewards.com/certificate.

I am not able to redeem my Aventura Certificate. What do I do?

Please call the CIBC Rewards Contact center at 1-888-232-5656.