Frequently Asked Questions about your EMV chip enabled card

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1 Frequently Asked Questions about your EMV chip enabled card Q: What is an EMV chip enabled card? A: EMV stands for Europay, MasterCard, Visa after a joint effort between the three to ensure a secure and global way for MasterCard and Visa to be accepted worldwide. Your new card has an embedded microchip in it. When used to pay at merchants with chip enabled terminals and at ATMs, the system validates the chip helping to ensure a more secure transaction. Q: What is the benefit of a chip enabled card? A: Chip enabled cards are a standard payment method around the world, so having this feature makes purchasing abroad much easier. A card with a microchip is more secure than one with just a magnetic stripe on the back because the account information is encrypted in the chip making it more difficult to fraudulently copy the card details. Q: What information is on a chip enabled card? A: The microchip embedded in the card stores information required to authenticate, authorize and process transactions. This is the same type of information already stored in the magnetic stripe. Q: Are there any additional fees associated with chip enabled cards? A: No additional fees apply to your new card. Q: Will my card work outside the United States? A: Yes. Your chip enabled card will work at merchants processing transactions using a chip enabled terminal or using a magnetic stripe

2 reader. Your chip enabled card can be used anywhere in the world where Visa cards are accepted. Q: Can I use my card for everyday transactions domestically? A: Yes. In addition to the embedded microchip, your card has a magnetic stripe on the back. That way you can make purchases by swiping your card and signing the receipt. You can also use your card at ATMs. Q: Now that I have a chip enabled card should I continue to notify you before I travel internationally? A: Yes. Advance notification will help ensure that legitimate purchases are approved. Q: How will I make a purchase with my chip enabled card? 1. Insert the chip portion of the card into the terminal for the entire transaction. Removing the card early will terminate the transaction. 2. Follow the prompts on the terminal s screen. 3. You may be asked for a signature to complete most purchases. In some cases a PIN may be requested. You can still use your card in the traditional way by swiping the magnetic stripe in the swipe section of a terminal if it permits. Q. Will I need to make any changes with automatic payments that I have set up? A. Yes. You will need to update your automatic payment merchants with your new card information. Q: Will the PIN I use for making purchases be the same as the PIN used for cash withdrawals at the ATM? A: Yes, the PIN used for making purchases is the same as the PIN used for cash withdrawals. You will only have one PIN for the card.

3 Q: How many days will the existing Mag Stripe card work, once EMV card has been issued? A: You should activate your card immediately upon receipt because the mag stripe card will only work for a very short time period. Q. What should I do with my existing card? A. Once you have activated your new EMV card, please destroy your existing card. Q: Should members report fraudulent activity to the merchant where the transaction occurred? A: No, there is no change to the fraud reporting process. Members should contact the Credit Union. Q: How do EMV chipped cards protect against fraud? A: A unique transaction one time transaction code is generated at a chipenabled terminal, which safeguards data from being used fraudulently. Q: Will the EMV chip card work at a merchant terminal that is not EMV enabled? A: Yes. Members can swipe their card to pay at merchants that are not EMV enabled. Q. Do I have to accept this new card or can I continue using the card that I have now? A: I m sorry but all members will receive the new EMV cards and all existing cards will be deactivated. Members will not be able to continue with their existing card. The industry is moving to EMV and all institutions are already offering EMV cards or will offer them very soon. Q: My card isn t working, what are some possible reasons why? 1. You are inserting the card incorrectly. Make sure you are inserting the chip portion of the card into the terminal for the entire transaction.

4 2. The card was removed too soon. Do not remove the card from the terminal before the transaction has been completed. Removing the card early will result in a cancelation of the transaction. Debit Card only Q. When will the EMV Debit Cards Arrive? A. The month of October and early November Q: Where do I get a PIN for my chip enabled debit card? A: You can set up a new PIN when you activate your card or by calling You must call from the phone number that we have on record to activate your card. Q: Can I get cash back with a purchase? A: We have been notified that a lot of merchants have not yet enabled their EMV machines to allow PIN transactions. The PIN is required for cash back. This is not a Credit Union or EMV card issue. It is a merchant issue. If you need cash, we have over 30,000 surcharge FREE ATMs. You may also visit a Shared Branch to get cash. Q: When will EMV chip enabled Debit cards become available at our Branch locations for instant issue? A: They will become available sometime in 2016.

5 Credit Card only Q. When will the EMV Credit Cards Arrive? A. The month of November 2015 Q. Will my card number change during the mass reissue? A. No. The card number for your EMV credit card will remain the same. However, the expiration date will change. Q. How do I get a PIN for my chip enabled credit card? A. Since your credit card number did not change, your PIN will not change either. However, you can set up a new PIN by calling You must call from the phone number that we have on record to activate your card. Rev: 10/19/2015