If a merchant isn't using a new chip-enabled terminal yet
Your payment will process as it normally does from your initial 'swipe'. Chip cards will continue to have the magnetic stripe on the back.
Online or phone purchases
Provide your card information as you have done in the past. Chip cards will not change the way payments are made online or by telephone.
At an ATM
The process is essentially the same as at a merchant. Insert your card, leave it in the ATM, and follow the prompts on the screen. Depending on the type of ATM,
you may be prompted to re-insert your card. Leave the card in the ATM until the transaction is complete and the card is released, and then remove your card.
A PIN is needed for ATM transactions.
When will the change happen?
Even though chip cards are being issued in the U.S. and some merchants have already installed chip-enabled card terminals for payment, the entire conversion process
is expected to take a few years to complete.
That's why chip cards will continue to have a magnetic stripe on the back. That way, if a merchant's terminal or an ATM is not yet chip-enabled, your transaction can
still be processed using the magnetic stripe as it is today.
When will I get my chip card?
Your card will be replaced with a new chip card as your current card expires. Once your new card arrives, be sure to activate it for use and then destroy your old card.
There is no need to request a new card. You'll automatically receive your new chip card in the mail before your card's expiration date.
There is no extra charge for the new chip card.
If you are planning to travel internationally or have an immediate need for a chip card, please contact us at (800) 442-5201.
How am I protected?
With Zero Liability--
All debit and credit cards that we issue come with 'zero liability protection,' so you are not held liable for
unauthorized transactions if a card is lost, stolen, or fraudulently used at a merchant or online. It is important that you promptly report a lost or
stolen card or any suspicious transactions. See the applicable agreement for your account on liability and reporting requirements for unauthorized transactions.
FREQUENTLY ASKED QUESTIONS
- • What are chip cards?
A chip card - also called a smart card or an EMV card - is a debit or credit card that contains a microprocessor that enhances the security of cards during point-of-sale transactions.
These cards, already is use in much of the world, use a security standard originally developed by Europay, MasterCard and Visa (EMV) as a way to fight card fraud resulting from theft, skimming and counterfeiting. The EMV technology has been adopted by the other major card brands and issuers.
- • Is a chip card more secure than my current card?
Yes. Chip cards add an additional layer of security to the safeguards that already protect your card. Each time you use your chip card, it generates a code that is unique to that transaction. This makes it harder to counterfeit your card or to use it fraudulently for in-store purchases.
- • How do I use them?
Begin the payment process by 'swiping' your card, just as you do today. If the payment terminal is chip-enabled, you will be asked to insert your card.
- Insert the card, face up and chip end first, into the terminal.
- Leave the card in the terminal during the entire transaction.
- Follow the instructions on the screen and either sign or enter your PIN as needed. Be sure to remove your card and take your receipt when the transaction is complete.
For merchants without chip-enabled terminals, your payment will process as it normally does from your initial swipe.
- • Can I use my chip card anywhere?
Yes. Your chip card can be used virtually anywhere this brand of card is accepted in the U.S. and around the world. If a merchant has a chip-enabled card terminal, you will insert your card during the transaction. In the U.S., you will still be able to 'swipe' your card to make your payment if a merchant has a regular terminal. You will need a PIN to be able to make a transaction at an ATM.
- • When will I get my chip card?
We will be rolling out chip cards to all of our cardholders, so there is no need to request one. You will receive your new card in the mail before your current card expires. For more information, call the number on the back of your card or visit one of our branches.
- • Can I still use my current card?
You can use your current card until you get your chip card. At that time, activate your new chip card and start using it. Be sure to destroy your old card by cutting it up or shredding it.
- • Do I need to sign the back of the card?
Yes. You still need to sign the back of your card.
- • Can I use it to make purchases online or by phone?
Yes. You can use your chip card to make these purchases as you do today.
- • Can I use my card at an ATM?
Yes. For ATM transactions, insert your card into terminal and follow the instructions on the screen. Depending on the type of ATM, you might be prompted to re-insert your card. Leave the card in the ATM until the transaction is complete and the card is released, and then remove your card and any money you might have withdrawn.
- • When I used my chip card at an ATM, I was asked to select between "Debit" and "Visa Debit". Which one should I choose?
It is fine to select either one - your transaction will work either way.
- • What is the difference between chip and signature and chip and PIN?
You may be asked to provide your signature or enter your PIN to complete a transaction when you use your card. You will need to use your PIN at ATMs and it may be required at some unattended terminals such as fuel pumps and payment kiosks. Please note that some merchants are now requiring you to use your PIN for debit card transactions (previously you could select "credit" to sign instead). This change will also impact your HSA card (if you have one). This is why it is important to select and remember your PIN. You are always protected against fraud no matter if you sign or enter your PIN.
- • What if my card is lost or stolen?
It's important to report a lost or stolen card immediately. Keep a record of the telephone number below on the back of your card and call it if necessary.
** To report a lost or stolen card, call (800) 442-5201 and select Option 8, Option 1, and Option 1. **
- • Can I use my chip card with Apple Pay?
Yes. You can use your chip card to make payments with Apple Pay at participating merchants.
- • Will chip cards prevent data breaches?
While chip cards won't prevent the types of large-scale data breaches that have hit some merchants, they do make it extremely difficult to produce counterfeit cards from that stolen data.
- • Does a chip card contain more information about me that could be stolen?
No, a chip card does not contain any information about you that isn't in your magnetic stripe cards - just your name, account number, and expiration date.
- • Can someone steal the information in my chip card remotely using radio waves or a "contactless reader?"
No, your chip card must be inserted into a POS terminal or ATM in order to read the chip. The information that can be read is limited and not sufficient to make a fraudulent card.
- • How can I get "cash back" when using my debit card?
Some merchants that allowed cash back (e.g. supermarkets) had to disable this feature when they started accepting EMV chip cards. We expect that they will allow this feature within the next several months. Be sure to let the merchant know that you would like the option to get cash back.
- • How can I enter a tip (e.g. at a restaurant or hair salon)?
Some merchants that used to allow you to add the tip to the receipt after the transaction, may now ask you to specify the tip before the transaction. We expect that this will change over the next several months to restore the previous option of adding a tip after the transaction.