- What is the difference between a PIN-based transaction and a Signature-based transaction?
A PIN-based transaction is when you use your card as a DEBIT, which may require you to enter your 4 digit Personal Identification Number (PIN) before completing a transaction. Fees may apply to PIN-based transactions. Refer to your Schedule of Fees for more details.
A Signature-based transaction is when you use your card as a CREDIT and process a transaction through Visa, which require a signature for verification. In some cases, for small purchase amounts, a signature may not be required. ATM cards cannot perform CREDIT transactions. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.
- How do I change my PIN on an existing card?
To change a PIN on an existing card please contact us
. You will need your current PIN to make this change.
Note: For business cards, only the owner/signer can request a new PIN.
-What do I do if I’m asked to enter a PIN?
All merchants should allow for a signature (CREDIT) or PIN (DEBIT) option. If the merchant card reader prompts for a PIN code, it may allow you to “Cancel” the transaction in order to process the transaction as a credit. You may also be able to select “Enter” or “Continue” to bypass the PIN request. ATM cards cannot perform CREDIT transactions. Fees may apply to PIN-based transactions. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.
- Do I still need to sign the back of my chip-enabled card?
Yes, you need to sign the back of your chip-enabled card for security purposes.
- Can I use my chip-enabled card for all the same things as my old card?
Yes, you can still make purchases as you always have — by entering the card number online or swiping your card at merchant locations that do not yet have chip readers. You can also continue to use your card at ATMs.
- Can I still use my chip-enabled card over the phone or online?
Absolutely. Your card will work over the phone and online just like it always has.
- What do I do if I have recurring payments using my old card number?
You will be receiving a new card number, expiration date (debit cards only), and PIN. You will need to notify the merchants that charge your card, and provide them your new card number, expiration date and 3-digit security code.
- Does my chip-enabled card work at the ATM?
Yes, you can use your card to get cash, check your balance and more. Be sure to insert the chip end of your card into the ATM with the chip facing up. Insert your card, follow the prompts, and remove your card when the transaction is complete. Fees may apply to Non-NYCB ATMs. Refer to the Schedule of Fees for more details.
- What if my chip-enabled card doesn’t work when I insert it into the chip terminal?
Some merchants may have chip terminals, but they may not yet be activated to accept chip cards. If you are unable to insert your chip card into a chip terminal, you can always swipe your card to complete the transaction. Most often, merchants that haven’t activated their terminals will block the chip slot.
- How will I know whether to swipe my card or insert it?
Your card will always work either by swipe or insertion. The terminal or the cashier will prompt you to insert the card into the terminal if it’s activated for chip technology. If the terminal is not yet chip-activated, you can always swipe your card to complete the purchase.
- What happens if I swipe my chip-enabled card in a chip-activated terminal?
If the terminal is chip-activated, a prompt on the screen will advise you to insert your card and follow the instructions.
- What happens if I insert my chip-enabled card in a chip terminal that isn’t activated?
If the terminal isn’t chip-activated, a prompt on the screen will advise you to swipe your card using the magnetic stripe on the back as you do today.