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EMV Cards

Frequently Asked Questions

Chip Debit Card Frequently Asked Questions

Security Questions

Q: How does my chip card protect my information?

A: Every time you use your card at a chip-activated terminal, the embedded chip generates a one-time use code. This code is virtually impossible to counterfeit and helps reduce in-store fraud.

Q: Am I still protected by Visa’s Zero Liability Policy?

A: Yes. If your card is lost or stolen, you are covered by Visa’s Zero Liability Policy. This means you are protected against unauthorized use.

Q: How does Family Trust protect me from card fraud?

A: Family Trust offers 24/7 fraud monitoring and alerts so you are notified of suspicious account activity.

Q: What should I do if I suspect fraud on my account?

A: Call the number on the back of your card to report suspicious activity.

Q: What should I do if my card is lost or stolen?

A: Call 1-800-682-6075 or block the card online. If you have our mobile banking app, you can instantly disable your card. This is convenient if you’ve left your card at a restaurant or temporarily misplaced it. You can turn it back on at any time.

Q: Can account data from a Visa chip card be stolen and fraudulently used?

A: All Visa cards offer protection from unauthorized use of your card or account information. Visa chip technology offers another layer of security when used at a chip-activated terminal. While Visa chip technology generates a one-time use code that’s virtually impossible to counterfeit, the account information may still be subject to compromise. Notify your financial institution immediately of any unauthorized use and know you are protected with Visa’s Zero Liability Policy.

Q: Do I need to use a PIN with my Visa chip card?

A: In most cases, you’ll sign for credit purchases and either sign or enter your PIN for debit purchases – just like you do today. You may not be required to do either for certain types of transactions involving relatively small purchase amounts.

Chip Technology Questions

Q: I’m not sure I’ve seen a chip-activated terminal. Is there anything different about how I pay?

A: More of the places you like to shop are transitioning to chip-activated terminals every day. The checkout process is only slightly different than usual. First, swipe your card like you do today. If a chip-activated terminal is available, you will be prompted to insert the chip end of your debit card into the terminal with the chip facing up. Leave your card in the terminal and follow the prompts on screen. At a restaurant, a portable terminal may be brought to your table.

Q: Why do I need to leave my card in the terminal?

A: While your card is in the chip-activated terminal, the embedded chip creates a one-time use code. This code is virtually impossible to counterfeit and helps reduce in-store fraud. If you remove your card too soon, your transaction will be canceled.

Q: Can I still swipe my card to pay?

A: Yes. If a merchant is not yet chip-activated, simply swipe your card and enter your PIN. Or select CREDIT and sign for your purchase, if necessary.

Q: I tried to use my card at a chip terminal but it didn’t work. Why?

A: Some merchants may have installed chip terminals, but haven’t activated them yet. In these cases, simply swipe your card to pay.

1 Visa’s Zero Liability Policy covered U.S.-issued cards and does not apply to certain commercial card transactions or any transactions not processes by Visa. You must notify your financial institution immediately of any unauthorized use. For specific restrictions, limitations and other details, please contact Family Trust.

Checkout Is Simple

  1. Insert the chip end of your card into the terminal with the chip facing up.
  2. Keep your card in the terminal and follow the prompts on screen.
  3. Remove card when prompted and take receipt. You may need to sign for purchase.

Our cards will have both the magnetic stripe and the chip so they can be used with merchants without EMV technology. If you have trouble with a card being approved by a certain merchant, try your PIN.