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ATM & Visa Debit Cards Questions


Chip-enabled cards are regular plastic credit or debit cards with an embedded microchip. The chip protects in-store payments because it generates a unique, one-time code that is needed for each transaction to be approved. It is virtually impossible for fraudsters to replicate this feature in counterfeit cards providing greater Security and peace of mind when used in-store. A chip card also has a magnetic stripe on the back of the card. This process makes your chip-enabled card information more difficult to steal and therefore makes your chip card more difficult to counterfeit.

Every time you use your card at a chip-enabled terminal, the embedded chip generates a unique transaction code. The unique transaction code is only good for one transaction, making it difficult to counterfeit or copy your card information.

Manage your NYCB debit card, right from NYCB Mobile. Establish transaction controls, receive alerts and safeguard your card.
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How do I replace a lost or stolen chip-enabled card?

Please contact us or visit your local branch.
 

I found a card for one of your customers; how can I report this?

Please >contact us or visit your local branch.
 

What information is stored on the chip-enabled card?

The chip stores information needed to complete your purchase, such as card number and expiration date.
 

What should I do if I see suspicious activity on my account?

Please contact us or visit your local branch.
 

Can account data from a chip-enabled card be stolen and fraudulently used?

All chip-enabled cards offer protection from unauthorized use of your card or account information. While chip technology generates a one-time use code that’s difficult to counterfeit, the account information may still be subject to compromise.
 

I will be traveling, is there anything I need to do in order to use my chip-enabled card?

For your security, please contact us before you travel out of state or to any foreign country. In certain states or countries, it may be necessary for us to block certain ATM or debit card transactions. If we are aware of your travel plans we can ensure there is no disruption when using your card.
 

Where can I use my chip-enabled card globally?

Having a chip-enabled card allows you to use your card when traveling internationally because chip card readers are already standard in Canada, Mexico, South America, Europe and Asia. We also recommend that you carry an alternate method of payment, such as local currency, in case you encounter an unattended kiosk that requires a PIN. Where there is no EMV terminal your card will still function using the magnetic stripe on the back.
 

Are there any fees for using my chip-enabled card in a foreign country?

There is a 0.8% or 1% exchange fee charged on all foreign transactions, plus any foreign currency exchange rates and PIN-based fees (if applicable). Refer to your Schedule of Fees for more details.

How do I activate my chip-enabled debit card?

You can activate your card in one of two ways. Please have the following available: the account holder social security number, date of birth and zip code, and your NYCB Debit card.
 
1. Come in: Perform any PIN-Based transaction at any merchant or ATM to activate your card. (Fees may apply to PIN-based transactions. Refer to your Schedule of Fees for more details.)
 
2. Call: Call toll-free (877) 786-6560 and select option 2 in the main menu to activate your card through our Automated Phone System. To help us better serve you, call from a phone number on file with the bank.
 

Where can I use a chip-enabled debit card?

You can use your chip-enabled card in ATMs, and anywhere Visa® is accepted.
 

Are there any fees for using my chip-enabled debit card?

There are no fees when you select CREDIT for signature-based purchases. If you select DEBIT, or the merchant routes the transaction as DEBIT, a fee may be assessed regardless of whether a PIN was entered. Refer to the Schedule of Fees for more details.
 

How do I pay with my debit card at a chip card reader?

Instead of swiping the card at the merchant card reader, insert the chip end of your card with the chip facing up, follow the prompts and remove your card when the transaction is complete. If a signature is required, sign and take your card when you’re done.
 

Can I swipe my chip-enabled debit card to pay?

Yes, if a merchant is not chip-enabled, you can swipe your card. Choose CREDIT for signature-based purchases or DEBIT and enter your PIN for PIN-based transactions (if requested). Fees may apply to PIN-based transactions. Refer to the Schedule of Fees for more details.

Where can I use my chip-enabled ATM card?

You can use your chip-enabled card in ATMs, and anywhere NYCE is accepted. Fees may apply to Non-NYCB ATMs. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.
 

Are there any fees for using my chip-enabled ATM card?

ATM cards can only perform PIN-based transactions - fees may apply. ATM cards linked to savings accounts may incur additional charges. Refer to the Schedule of Fees for more details.
 

How do I pay with my ATM card at a chip card reader?

Instead of swiping the card at the merchant card reader, insert the chip end of your card into the reader with the chip facing up. Follow the prompts, enter your PIN, and remove your card when the transaction is complete. 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.
 

Can I still swipe my chip-enabled ATM card to pay?

Yes, if a merchant is not chip-enabled, you can swipe your card. Choose DEBIT and enter your PIN for PIN-based transactions (if requested). 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.

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.
 
Also, if you select the DEBIT option, or the merchant processes your transaction as a DEBIT, a fee may be assessed regardless of whether a PIN was entered. 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 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.
 

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 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 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.

Apple Pay™

What is Apple Pay?

Apple Pay is a mobile payment and digital wallet service by Apple Inc. that lets users make payments using:
  • iPhone models with Face ID
  • iPhone models with Touch ID (except for iPhone 5S)
  • iPad Pro, iPad Air, iPad and iPad Mini models with Face ID or Touch ID
  • Apple Watch-compatible devices (iPhone 5 and later models)

Apple Pay does not require Apple Pay-specific contactless payment terminals, and can work with existing contactless terminals.

 

How do I enroll in Apple Pay?

To enroll your card for Apple Pay, your Apple mobile device must have iOS 10 or later. It is also recommended that you have a strong cellular connection or connected to Wi-Fi when adding a card.

1. Open the Wallet app on any eligible Apple device.
2. Select “Set Up Apple Pay” then “Add a new Credit or Debit Card.”  If Apple Pay is already being used, select the plus (+) sign at the top right of the Apple Pay portion of your screen.
3. Follow the steps provided on screen, take a picture of the card to automatically enter card information or type it in manually. Enter the security code found on the back of the NYCB Bank Visa® Debit Card and fill in any remaining information.
 
For more information, visit www.apple.com/support/apple-pay/
 

Is Apple Pay safe to use?

Apple Pay is a secure way to pay. Apple Pay transactions are secured with Apple’s Face ID™ and/or Touch ID™ fingerprint security or passcodes and never uses the actual card number.
 

Where is Apple Pay accepted?

Apple Pay is available at over 4 million locations in the United States as well as hundreds of thousands of locations worldwide.  You can review a complete list of merchants at www.apple.com/apple-pay.
 
Apple, the Apple logo, iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries. Apple Pay, Face ID and Touch ID are trademarks of Apple Inc.
 

Samsung Pay

What is Samsung Pay?

Samsung Pay is a proprietary, Samsung-only payment service that is independent of Apple Pay. Its differentiating feature is the fact that it can be used anywhere a card swiper is available — not just at Near Field Communication (NFC) readers. That makes it suddenly available at a much larger number of stores than Apple Pay, which relies on NFC. It stores your credit card information, and when you want to make a payment, you press your finger against the fingerprint scanner and then press the phone against the NFC reader or magnetic strip reader.
 

What do I need to enroll in Samsung Pay?

1. A Samsung compatible device with the Samsung Pay app installed.
 
2. A strong cellular connection or connected to Wi-Fi
3. Your New York Community Bank debit card
For more information, visit www.samsung.com/pay.
 

Is Samsung Pay safe to use?

Samsung Pay transactions are authorized with your fingerprint and use a digital identifier instead of the actual debit card number.  Even if the device is compromised, Samsung Knox technology encrypts the card info within a separate, secure data vault.
 

Where is Samsung Pay accepted?

Samsung Pay is available at thousands of locations in the United States as well as locations worldwide.  You can review a complete list of merchants at www.samsung.com/pay.
 
Available on select Samsung devices, most major carriers and supported cards. See samsung.com/pay for complete list and contact your bank or financial institution to verify supported cards.
 

Tokens

What is a token?

A token is a unique identification number that is assigned to any device that has requested to link the NYCB Debit card to Apple Pay or Samsung Pay.
 

What happens if my device that has Apple Pay or Samsung Pay has been lost or stolen?

You must contact us at (877) 786-6560 and report the device lost or stolen and we will deactivate the token. That particular token is only linked to that device so you will be able to continue to use your actual physical debit card.

Customer Service

Speak to us directly

Call

(877) 786-6560

Automated System 24 hours / 7 days a week

Deposit Account and Residential Mortgage Assistance:

Monday - Friday: 8am - 8pm (ET)
Saturday: 9am - 5pm (ET)

NYCB Online/Mobile and Visa® Debit Card Assistance:

Monday - Friday: 8am - 8pm (ET)
Saturday: 9am - 5pm (ET)
Sunday: 9am - 2pm (ET)

Secure Message: To send a secure message: Please log into NYCB Online, select the Envelope icon and choose Compose Message.

To report a lost or stolen ATM / Visa® Debit Card Call (855) 271-7580​​​

Mail

New York Community Bank
102 Duffy Avenue
Hicksville, New York 11801