Consumer FAQs. 1. Who is behind the BuySafe initiative? 2. Why should I use a PIN? 3. Do all transactions need a PIN?

Transcription

1 Consumer FAQs 1. Who is behind the BuySafe initiative? The Industry Security Initiative (ISI)/BuySafe initiative comprises representatives of ten Australian financial institutions including all of the major banks. The initiative members represent the payments card industry and their role is to ensure there is a consistent experience for consumers regardless of issuer. 2. Why should I use a PIN? Using a PIN helps protect against fraud due to lost or stolen cards. This is because the chances of someone correctly guessing your PIN, which can be from four to six digits long, is very small. 3. Do all transactions need a PIN? No, not all transactions will need a PIN, most notably contactless transactions (Visa paywave or MasterCard PayPass) under $100 do not need to be authorised by a PIN. Other exemptions are: Transactions that do not require a signature or PIN today. These transactions include contactless transactions (Visa paywave or MasterCard PayPass under $100) and small ticket payments International transactions (transactions conducted by cardholders with cards issued by banks outside Australia) Magnetic stripe transactions Signature only cards. These cards have been issued in small numbers to accommodate individual cardholder needs. In each case, the terminal will prompt for PIN if it is required. Therefore cardholders and merchants should allow the terminal to determine if PIN is required in order to proceed with the transaction. 4. Why is a PIN safer than signing? When using Chip- and- PIN at the point- of- sale terminal, you enter a PIN when you authorise your transaction, rather than signing. Your PIN transaction is encrypted and sent in real- time to your card issuer to be authorised. PIN usage can help protect against fraud due to lost or stolen cards because the fraudster would have to have your card and your PIN.

2 5. What happens if I still try to sign? From a date still to be finalised, but likely to be within the next 12 months, the terminal will not allow you to continue with the transaction. Therefore it is important that you have and use a PIN by this date to avoid any issues with processing your payments in the future. You will either need to enter a PIN or tap (for a contactless transaction with a value of less than $100) 6. What does a chip card look like? Your Australian issued credit or debit card will most likely already have a "smart" chip. The chip itself is embedded in the card, but the top of the gold/silver contact plate can be seen from the front of the card, on the left hand side. There will be occasions when the merchant accepting your card for payment, in Australia and overseas, will not be able to process a PIN transaction and you will be required to sign instead. Your card will therefore retain both its magnetic stripe and signature strip on the back. 7. How do I get a PIN for my card? How do I change my PIN? How do I find out if I have a PIN on my card already? In the same way as today, your bank / card issuer may mail you the PIN for your credit or debit card (it will arrive in a separate mailing to your actual card). If you have forgotten your PIN, your card issuer can send you another PIN. It will be important to remember the PIN for each of your debit and credit cards. If you do not remember what PIN you have, it is best for you to contact your bank/card issuer directly. Different issuers have different processes for changing your PIN. It is best for you to contact your bank/card issuer directly, or visit their website, to find out how to change your PIN. 8. I have just received my new card(s). What should I do with my old card(s)? When you receive your new card(s), follow the instructions of your bank/card issuer to activate your new card(s). You should cut up and dispose of your old card securely. 9. How do I choose a secure PIN? Much like choosing a computer password, you should keep your PIN a secret. You may also want to avoid using a PIN that contains repeating characters or digits in sequence like 1234, or represents publically researchable information, such as your birthday, year of birth, or address.

3 Some banks and card issuers allow cardholders to set longer PINs, of up to six characters long. A longer PIN number is much harder to guess than a shorter one. A longer PIN may not be compatible in some overseas locations. In that instance you may have to sign for goods and services. 10. I am having trouble remembering my PIN; how does Chip- and- PIN affect me? You can change your PIN to a four- digit or six- digit number that is easier to remember at a cash point or by calling your bank/card issuer, but you should make sure that it is a number that nobody else can guess. 11. What happens if I forget my PIN? If you type in the wrong PIN three times, your card will become locked and you will be unable to complete a point- of- sale transaction. You should contact your bank or financial institution to obtain instructions on how to unlock it. They will usually ask you to go to an ATM or branch to unlock the card. When you know your PIN, it will work in an ATM to obtain cash. If you have forgotten your PIN, or if you don t know if you have a PIN, you should contact your bank or financial institution directly. They will advise you of their procedures for supplying you with a new or replacement PIN. 12. Will I be able to change my PIN at an ATM? Some financial institutions will allow you to reset your PIN at the ATMs provided by them. To reset your PIN at an ATM, you will be required to use the existing PIN. Not all banks will allow a PIN change at ATM. We advise that you contact your bank to understand all of their specific options. 13. Do Chip- and- PIN cards still need to be signed on the reverse? Yes. This is still necessary, as the signature will continue to be used for verification in certain situations, such as travelling abroad to a country where Chip-and-PIN is not used, or where a merchant has not yet upgraded to a Chip-and-PIN terminal. 14. Will the PIN I use for making purchases be the same as the PIN used for cash withdrawals at the ATM? Yes. Each new Chip- and- PIN card will have one PIN that can be used for cash withdrawals at ATMs, and purchases at point- of- sale.

4 15. Will PINs be used to make card transactions through the Internet or over the telephone? No. Chip- and- PIN is only applicable when you are present at the point- of- sale during the purchase or cash- out transaction. You should never share your PIN with anyone if purchasing goods online or via the telephone. 16. How are cards I use for business purposes affected by Chip- and- PIN? If you have been issued a corporate payment card from your employer, or if you were issued a corporate payment card for a business you own, your corporate cards will be upgraded to Chip-and-PIN, much like a regular Chip-and-PIN credit or debit card. Corporate cards may also be commonly referred to as commercial, business, or company cards, and are generally used to make business-related payments such as invoice payments or business expenses. 17. Will I be able to withdraw cash on a card issued by my employer? The ability to withdraw cash is issuer specific. It is best for you to contact your employer directly, as the ability to withdraw cash may also depend on the policy of your employer. For further information or help, please contact your card issuer. 18. How does Chip- and- PIN affect those who are blind or partially sighted? The vast majority of PIN pads have a tactile feature that includes a raised dot on the middle 5 button. This layout will be familiar to most people with vision impairments, and should therefore be easier to use. Also, the primary 'function' keys are colour coded for ease of visibility. Usually, the 'cancel' button is red, the 'clear/cancel' button is yellow, and the 'enter/ok' button is green. Many PIN pads are designed to be picked up from their holders, to make it easier and more secure for you to enter your PIN. You may also come across PIN pads which have been built into the shop counter, and in restaurants and bars the PIN pads are likely to be wireless so that you can pay whilst sitting at the table. Whatever the case may be, merchant staff should always be able to help you through the process and answer any queries. Research with blind/visually impaired cardholders in February 2013 showed that the vast majority of those interviewed were happy to use a PIN, having tried it and found it easier and quicker than signing. If you believe you have a disability that may make it difficult for you to use a PIN, contact your bank/card issuer as they will be able to discuss this with you. 19. I am having trouble using my hands, how does Chip- and- PIN affect me? Some people may have difficulty with entering PINs, particularly those with physical conditions such as arthritis or cerebral palsy. If you have a disability and

5 think that you may have difficulty with PIN due to impairment, please contact your bank/card issuer and they will discuss options with you. 20. In what cases would cardholders not have to use a PIN? A PIN is not required for mail or telephone order transactions, or transactions conducted on the Internet. Chip- and- PIN is only applicable when you are present at the point- of- sale during the purchase or withdrawing cash at an ATM. There are some circumstances at the physical point- of- sale when PIN is not required (and neither is signature), most notably contactless payments under $100 and low value payments (under $35) at some merchants. There are no circumstances in which you should reveal your PIN when making a purchase or booking services by mail order or over the telephone or internet. Please contact your bank/card issuer for a full list of exemptions. 21. Who else knows my PIN and who is it safe to reveal my PIN to? Except for you, no one (not even the card issuing staff) knows your PIN. The PIN must not be disclosed to anyone, including your bank/card issuer, a member of law enforcement (e.g. the police) and merchant staff at point- of- sale. However, if you do think someone has found out your PIN, you must change your PIN immediately, whether it is by contacting your bank card issuer to have a new PIN issued, or by changing your PIN using your bank s/card issuer s ATM or branch network, if supported. Your card issuer will never ask you to disclose your PIN. 22. I have been told not to write my PIN down - what can I do? You could change your PIN to a number that is easier for you to remember, ensuring that you do not use numbers that others could easily guess. For a list of methods of how to change your PIN, it is best for you to contact your bank/card issuer for further instructions. 23. What if someone has seen my PIN? If you suspect someone other than yourself knows your PIN, you must immediately change your PIN, or have a new PIN issued to you, by contacting your bank/card issuer and gaining further instructions. 24. What if I m not prompted to enter a PIN? Where the merchant does not prompt for a PIN, you will be asked to follow the current card payment process, normally using your PIN or signature to confirm the transaction.

6 25. Can I ask the merchant staff to enter my PIN for me? No. For security reasons, the PIN must never be shared with anyone, even card issuer staff. If you are unable to use a PIN please contact your card issuer to discuss alternative methods. 26. What if I forget my PIN when I get to the till? Provided you have not locked your PIN by entering it incorrectly three times, you should tell the cashier, who will advise you what alternatives are available. If no alternatives are available, you will have to use a different card or an alternative payment method. 27. What happens if I exceed my PIN tries at an ATM or payment terminal? If you enter the wrong PIN multiple times in a row, your card may be locked so that fraudsters cannot keep trying to guess your PIN. Unlocking the card is simple - just contact your bank/card issuer for instructions. For some cards, it may be possible to unlock your PIN at your nearest bank branch; however it is best to contact your bank/card issuer for further instructions. 28. If I return goods for a refund, will I need to enter my PIN to receive the money back? Merchant processes for dealing with refunds may vary. In some cases, you may be asked to enter your PIN. 29. What kind of point- of- sale transactions will require me to use a PIN? Unless conducting a contactless transaction under $100, a PIN is required at point-ofsale terminals for purchases of goods and services, as well as cash-out transactions, if your card supports them. To find out if your card has cash-out functionality, please contact your bank/card issuer directly. Also not all merchants support cash-out at point-of-sale. Please ensure that you ask your merchant whether or not it supports cash-out at their terminal. 30. What happens when I travel overseas? If you are travelling overseas, it is a good idea to know your PIN before you leave. It is best to check with your bank/card issuer before travelling overseas, in order to understand how your bank/card issuer s procedures apply and whether you will be asked to enter a PIN when travelling overseas. This is because some bank/issuers program their cards to require a PIN even when used overseas.

7 If you are travelling overseas, you should contact your bank/card issuer about your travel plans, in order to ensure that they know to expect transactions processed from your country of destination. 31. What happens when I travel overseas, but have a longer PIN of six digits? If you have changed your PIN from the originally issued four (4) digit PIN to a six (6) digit PIN, some of your transactions may not be successful overseas. You may also encounter an error with your four digit PIN in some countries that require a six digit PIN. The most widespread standard currently, however, is a 4 digit PIN. Please be aware some countries and overseas banks have different PIN rules to those in Australia. If you have further questions about PIN usage overseas, please contact your bank/card issuer for further information. 32. I am visiting Australia as a tourist or on business and I don't have a Chip- and- PIN card - will I be able to use it in shops? You don't need to worry. Your cards will still be accepted in Australian shops and by other businesses including hotels and restaurants. You will simply be asked to sign, just as before. 33. How can I add a gratuity in a restaurant? The terminal should display the amount and may ask if you wish to add a gratuity. Follow the display prompts. If you add a gratuity amount, the total amount of the transaction will then be displayed and you will be prompted to enter your PIN. By doing so you are accepting the total amount of the transaction. 34. If a transaction is pre- authorised - for example when checking into a hotel - will I need to enter my PIN? No. PIN is only required at point-of-sale terminals for purchases of goods and services, as well as cash-out transactions if your card supports them. Please see Q 29: What kind of point-of-sale transactions will require me to use a PIN? 35. Can I still use the tap option? Yes. In Australia, you can still tap your MasterCard PayPass or Visa paywave enabled credit or debit card on a PayPass/payWave enabled terminal, for any transaction under the value of $100 without the need to PIN or sign. To check whether the point- of- sale terminal supports PayPass or paywave transactions, ask the merchant at the terminal, or simply look at the terminal s screen prompt for instructions.