Person holding EMV chip debit card

EMV Card FAQs



How do I report a lost or stolen debit card?

To report a lost or stolen debit card, please immediately call (877) 820-2265.


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 in 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 magnetic stripe cards?

Yes. Chip cards add an additional layer of security to the safeguards that already protect cards. Each time a cardholder uses their chip card it generates a code that is unique to that transaction. This makes it harder to counterfeit a card or to use it fraudulently for in-store purchases. 


What information is on the chip?

The chip contains information about a cardholder’s account and the card expiration date. It also generates a unique code for every transaction when used with a chip-enabled terminal at the point of sale.


Can a chip card be used anywhere?

Yes. Chip cards 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, cardholders will insert their card during the transaction. In the U.S., cardholders will still be able to ‘swipe’ their card to make a payment if a merchant has a regular terminal. Cardholders will need a PIN to be able to make a transaction at an ATM.


How do cardholders use a chip card?

Start the payment process by swiping your card. If the merchant’s terminal is chip-enabled, you will be prompted to insert your card.

  1. Insert the card, face up and chip end into the chip-enabled terminal.
  2. Leave the card in the terminal during the entire transaction.
  3. Follow the instructions on the screen and either sign their name or enter their PIN as needed. Be sure to remove your card and take your receipt when the transaction is complete. 

If the terminal is not chip-enabled, the transaction will process as it normally does from the initial swipe.


What if a merchant doesn’t have a chip-enabled terminal?

For merchants without chip-enabled terminals, cardholders will ‘swipe’ their card through the terminal, just as is done today.

 

Do I need to sign the back of the card?

Yes. You still need to sign the back of your card.


What will happen with my automatic payments assigned to my old debit card?

The new cards will also have a new expiration date and new CVV code on the back. This will affect any auto-payments you may have set up, or online stores that house your credit card information. However, since the card number will remain the same, there is no need to re-register for UChoose Rewards® points.

Can a chip card be used to make purchases online or by phone?

Yes. There is no change to that process. Chip cards can be used to make these purchases the same way as is done today.


Can chip cards be used at an ATM?

Yes. For ATM transactions, you will insert their card into the terminal and follow the instructions on the screen. Depending on the type of ATM, you might be prompted to re-insert their card. You will leave the card in the ATM until the transaction is complete and the card is released. Then you will remove your card and any money you might have withdrawn.


What is the difference between chip and signature and chip and PIN?

You might be asked to provide their 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 might be required at some unattended card terminals such as fuel pumps and payment kiosks.


What happens if a chip card is lost or stolen?

  • Report a lost or stolen card promptly by calling the toll-free number listed on the back of the card. If they can’t access that number, you can call (877) 820-2265.
  • Replaced cards will be issued with new account numbers.
  • You will need to update any automatic payments with your new numbers.

How are cardholders protected?

All cards that we issue come with 'zero liability protection,’ so cardholders are not held liable for unauthorized transactions if a card is stolen, lost or fraudulently used at a merchant or online. It is important that cardholders promptly report a lost or stolen card or any suspicious transactions. Check the applicable account agreement for liability and reporting requirements for unauthorized transactions.


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.


Can cardholders be tracked with their EMV cards?

No. Chip cards contain no tracking information.


Can cardholders request a chip card before the scheduled rollout date?

No. The chip card replacement plan has been accelerated but the rollout date cannot be changed.


Will all of our cards be chip cards?

Yes. Personal, Business and Health Savings Account debit cards will be chip cards.



Didn't find what you were looking for?

We would be happy to help you with any questions. Call us at (877) 820-2265 or email us for assistance.


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