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STAFF FAQs FOR CHIP-ENABLED
DEBIT CARDS
IMPORTANT: Always insert (i.e. ‘dip’) your chip-enabled debit card at EMV chip-enabled terminals by
inserting the card into the chip reader when making in-store purchases. If you try to swipe your chipenabled debit card using the magnetic stripe at chip-enabled terminals, your card will be denied.
1.I received a new debit card today. Can you tell me why?
TDECU started issuing EMV chip-enabled debit cards to all active debit cardholders on March 1, 2017, (refer to
#8 for details on issuance timeline). When you receive your card, please call the TDECU card activation line at
855.898.7287 (number on the sticker) to activate your new card and set your personal PIN. Please sign your new
card, start using this card immediately and destroy your old card.
2.My husband/wife received a new chip-enabled debit card today.
Why didn’t I receive a new card too?
All active debit cardholders will be receiving a new chip-enabled debit card. These cards are being issued based
on expiration date, so family members could be receiving their cards at different times (refer to #8 for details on
issuance timeline). The issuance timeline starts on March 1, 2017, and all cards should be issued/received by the
end of November 2017.
3. What is a chip-enabled debit card?
A chip-enabled debit card features EMV technology, which is an embedded microchip that provides an extra layer
of protection against fraud.
4. What is EMV?
EMV – which stands for Europay, MasterCard® and Visa® – is a global standard for cards equipped with computer
chips and the technology used to authenticate chip-card transactions. EMV technology provides security and global
acceptance, ensuring MasterCard® and Visa® cards can continue to be used everywhere.
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5. What does a TDECU chip-enabled debit card look like?
The card will have a small metal square on the front of the card above the card number. The chip will be in the
same area on all TDECU chip-enabled debit cards as shown below.
Microchip
1234
4476
5678
GOOD
THRU
9012
00/00
3456
DEBIT
BA MEMBER
1234
4473
4476
Microchip
5678
GOOD
THRU
9012
00/00
3456
DEBIT
BA MEMBER
The cards will also contain the traditional magnetic stripe on the back of the card for use with merchants who
do not accept chip-enabled cards.
6. How are chip-enabled cards more secure than magnetic stripe cards?
Magnetic stripes on traditional credit and debit cards store unchanging data. If that data is breached, it may
expose the sensitive card and cardholder information necessary to make purchases. That makes traditional
cards prime targets for counterfeiters.
When a chip-enabled card is used for payment, the chip and payment terminal work together to create a
unique transaction code that cannot be used again. If someone were able to gain access and attempted to use
the unique code for a subsequent purchase, the transaction would be denied.
7. Does chip-enabled card technology ensure against all fraud?
No. While this technology is the global standard for card security, thieves will continue to look for new ways
to commit fraud. When a chip-enabled card is used for payment, the chip and payment terminal work together
to create a unique transaction code that cannot be used again. If someone were able to gain access and
attempted to use the unique code for a subsequent purchase, the transaction would be denied. EMV chipenabled card technology, however, will not protect against fraudulent activity in instances of non-present card
transactions, including purchases made over the phone and online.
As your credit union, TDECU will continue to employ the most sophisticated fraud prevention tools available to
ensure the integrity of your account(s).
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8. When will I receive my new TDECU chip-enabled debit card?
We are issuing chip-enabled debit cards to all active TDECU debit cardholders starting March 1, 2017.
Cards will be issued in waves based on your current card’s expiration date. In most cases, you will receive
your chip card months ahead of your existing card expiring. Your existing card will remain active for use
until your new chip-enabled card arrives.
You will receive an email notification 7-10 days in advance of your card being delivered to you via the U.S.
mail. If you have not provided your email address to TDECU, you may do so by calling Member Care at
800.839.1154 or by visiting a TDECU Member Center. At the same time, please ensure your mailing address
is accurate so you will receive your new EMV chip-enabled debit card.
If you do not wish to provide an email address, please be aware of the schedule timeline above, and be
on the lookout for your new TDECU chip-enabled debit card.
9.What should I do when I receive my new TDECU chip-enabled debit card?
Call the TDECU card activation line at 855.898.7287 to activate your card and follow the prompts to create
your own personal PIN if you so choose. Also, sign the back of your card and immediately destroy your old
TDECU debit card.
10.Will I receive a new Personal Identification Number (PIN) for my TDECU
chip-enabled debit card?
Yes. You will receive a PIN in the mail a few days after you receive your card. If you create your PIN at
the time of activation you can disregard the PIN mailed to you. If not, you should use the PIN you received
in the mail.
11.Will I be able to change my PIN at a later time?
Yes. Call 855.898.7287 and select the option to “Change Your PIN.” Please note, you will be required to
know your existing PIN in order to make a change.
12. Is a PIN required to complete a transaction with a chip-enabled debit card?
Yes, sometimes. This depends on the merchant, so it is important for the cardholder to know the PIN
associated with their chip-enabled debit card.
13.How will I know whether I need to swipe or insert my chip-enabled debit card
when making an in-store purchase?
This depends on the merchant. If the merchant terminal accepts chip-enabled cards, you will insert (i.e. ‘dip’)
your chip-enabled debit card into the card slot where it will remain during the transaction. If you try to swipe
your chip-enabled debit card using the magnetic stripe at chip-enabled terminals, your card will be denied.
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14.How do I use my TDECU chip-enabled debit card for online purchases?
Your chip-enabled debit card will work in exactly the same way as your previous debit card for
online purchases.
15.How do I pay for a purchase at a chip-enabled terminal?
Step One: Dip (insert) the chip end of your TDECU chip-enabled debit card into the chip-enabled terminal
with the chip facing up.
Step Two: Keep your card in the terminal throughout the transaction and follow the prompts on screen.
If you remove your card too soon your purchase may be canceled.
Step Three: Remove your card from the terminal when prompted and take your receipt. You may need
to sign for your purchase. It’s that simple!
16.My existing debit card is set up on Apple Pay® – what do I do?
To remove your existing debit card from your mobile wallet, go to “Settings,” then “Wallet & Apple Pay,”
select the card you want to remove and then click “Remove Card.”
17.What should I do to set up my new chip-enabled debit card on Apple Pay®?
After making at least one transaction on your new chip-enabled debit card, you can add the new card to
your Apple® wallet.
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18.If I have automatic payments drafted from my debit card, do I have to contact the
companies to give them my new card information?
Yes. You will need to contact any company with whom you have automatic payments drafted from your debit
card to provide them with your new chip-enabled debit card information including card number, expiration
date and CVV.
19.May I go to a Member Center and have a new chip-enabled debit card issued
to me prior to receiving my new card in the mail?
It is not recommended. As a TDECU debit card user, you are already on the list to receive a new chipenabled debit card, and your existing debit card is still activated for use. If you choose not to wait for your
new chip-enabled debit card to arrive in the mail, the Member Center will be glad to issue an instant issue
chip-enabled debit card to you. You will be charged a convenience fee.
**Note to Member Center Employees: In this scenario, you will have to status the Member’s current card as
‘hot card’ before instant issuing the Member a new card. Use the reason code ‘closed by customer’ and
include your first initial and last name in the comment box.
20.I do NOT want a chip-enabled debit card and would like to keep my
existing card/number.
TDECU is no longer offering ‘mag-stripe only’ debit cards. As your credit union, TDECU will continue to employ
the highest levels of fraud prevention monitoring tools available to ensure the integrity of your account(s).
21.I have multiple accounts with cards on each – how do I know what card
goes with each account?
You will receive an email/letter prior to receiving your new ‘chip’ card – identifying the last four numbers of
your existing card and the last four of the new card you will be receiving. You will also receive information
in the email as to when to expect your new card AND when your existing cards will no longer work.
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