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EMV Cards

Frequently Asked Questions

Chip Debit Card Frequently Asked Questions

We issued chip credit cards last year. This summer we will begin automatically issuing chip Debit Cards to all members with active debit cards. Members will receive a new debit card number and PIN. The new card needs to be activated upon receipt or it may be blocked after 60 days. Once your new card is activated, destroy your existing card.

General Questions

Q: Will my other card automatically be cancelled?

A: Your old card will be blocked 45 days after your new chip-enabled card is issued, so be sure to activate your new card immediately and destroy your old card.

Q: What card goes with which account?

A: Unfortunately at this time this information is only available by calling us at 803-367-4100.

Q: Why did I get a card reissued but the joint person did not?

A: If you have not used your Family Trust debit card within the last 90 days, it is considered inactive, and you will not automatically receive a new card. You may request a new card in a branch or by phone.

Q: When will I receive my new chip-enabled card?

A: We issued chip-enabled credit cards in 2015. In the summer of 2016 we will begin automatically issuing chip-enabled Debit Cards to all members with active debit cards. If you have an active (used within last 90 days) Family Trust debit card, you will be notified by email and will automatically receive your new chip-enabled debit card in the mail.

Q: Why am I receiving a new card?

A: In an effort to enhance security, Family Trust credit and debit cards now include chip technology. The embedded chip on your card improves fraud protection when you make purchases at chip-activated terminals. It also provides global acceptance.

Q: How do I get a chip-enabled Debit card?

A: We will automatically issue chip-enabled debit cards to all members with active debit cards. If you have not used your Family Trust debit card within the last 90 days, it is considered inactive, and you will not automatically receive a new card. We encourage you to use your debit card so you will receive a new chip-enabled debit card along with everyone else. Otherwise, you may request a new card in a branch, by phone, or online chat.

Q: When should I activate my new card?

A: Activate your new card immediately upon receiving it. If you do not activate your new card within 60 days it will be blocked as a security precaution.

Q: Can I still use my old card?

A: No. Your new chip-enabled card replaces your old card. Your old card will be blocked 45 days after your new chip-enabled card is issued, so be sure to activate your new card immediately and destroy your old card.

Q: Has my card information changed?

A: Yes. As a security precaution, all new chip-enabled cards are being issued with new card numbers and PINs. To avoid missing payments, notify any merchants that charge your card regularly of your card number, expiration date and the 3-digit security code.

Q: Has my PIN changed?

A: Yes. You will receive a new PIN in the mail separate from your new card. Be sure to remember your PIN.

Q: What about scheduled payments on my old card?

A: Avoid missing payments by notifying any merchants that charge your card regularly of your new card number, expiration date, and the 3-digit security code. Consider any automatic payments you’ve set up with your debit card and online shopping websites where you may have added your card information.

Q: How do I change my PIN?

A: Beginning in July, you can change your debit card PIN at any of our ATMs as long as you know your existing PIN.

Q: Can I change my PIN in the branch?

A: No. Beginning in July, you can change your debit card PIN at any of our ATMs as long as you know your existing PIN.

Q: What should I do if I forget my PIN?

A: If you forget your PIN, request a PIN reminder to be mailed to you. You can make this request by phone, online chat, or at a branch.

Q: Can I order a replacement card in the branch?

A: Yes. If you need to order a replacement card, you can make this request by phone, online chat, or at a branch. Our instant issue machines will be available in the Fall which will allow you to receive a replacement card immediately in-branch.

Q: Can I still access my account at the ATM?

A: Yes. You can use your chip card at the ATM just like always.

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.