Debit Card Frequently Asked Questions
- What is a chip card or EMV?
A chip (or EMV) card is a card with an embedded microchip to provide enhanced security and protection against fraud. Your card information on the chip is encrypted making it extremely difficult to be copied or counterfeited. EMV stands for Europay, MasterCard and Visa, a group that established chip card standards. Chip cards have been commonly used around the world for 20 years, and the US is now supporting that standard. That means even more convenience for you when you use your chip card when traveling.
- What are the benefits of having a chip card?
Added security – the chip adds an extra layer of protection when used at a chip-card terminal, using encryption and single-use codes to protect your information.
Greater Acceptance – chip cards have been embraced around the globe, so your new chip-enabled debit card will be even easier to use outside the U.S.as well as domestically as more merchants move to the standard.
- How do I use my new chip card at a chip-enabled merchant or ATM?
The rule of thumb is "Follow the Prompts". Each store's merchant terminal or ATM is a bit different – but all will prompt you if after swiping your magnetic stripe you need to re-insert the chip card. The only real difference is that you must leave your card in the terminal until the transaction is complete. An example flow is below.
- Will anything change in how I use my card?
Your card will continue to work for both PIN and Signature purchase transactions just as it has in the past. Merchants that become debit card “chip-enabled” will simply prompt you after swiping to insert your card into the terminal again. Remember to leave your card inserted in the terminal until your transaction is complete. So – just follow the prompts!
Additionally, at some EMV-enabled ATM's – you may be prompted to choose “Debit” or “Debit MasterCard” at the start of your transaction. Either choice is correct and will not affect your transaction – with your transaction proceeding normally after you choose one or the other.
- Can my chip card be used in a magnetic stripe terminal?
Yes, our MasterMoney Debit cards will be reissued with a chip on the front of the card and the familiar magnetic stripe on the back. This will enable the card to be used in magnetic stripe terminals as well as chip-enabled terminals.
- Will I need to update any recurring payments or stored card credentials at merchants or on websites where I use my card for payment?
Yes. Your new chip card will have the same debit card account number as the old card but with an updated expiration date and CVC code. If you have your existing debit card set up for recurring payments at health clubs, etc. or stored online at Amazon and other merchants, you should remember to update your card information.
- Will I be required to use my PIN?
Your card will continue to work for both PIN and Signature transactions just as it has in the past. However, depending on where you shop, in certain instances you may find you are prompted to use your PIN more often than in the past when purchasing with your card.
- When will I get a new chip card?
Most types of People's United Bank Debit cards will begin to be reissued as chip cards during their normal reissue cycle (which is based on the card expiration date). If you need a chip card prior to your expiration date, just stop into one of your local branches or call our Call Center to request a replacement card.
- Why chip cards?
The new chip on our MasterMoney card provides additional security when used at a chip-enabled terminal. Data stored on the chip is more difficult to counterfeit. No matter how the card is used, every purchase is also covered by zero liability protection, so you can use your MasterMoney Debit card with confidence.
- Why aren't more merchants ready to process Debit chip transactions?
Unlike credit cards, debit cards are subject to additional regulations that impact how they are processed. As a result of this recent change, it is taking time for merchants to introduce new chip enabled terminals and software changes. Expect to see major merchants like Wal-Mart and Target to start supporting debit chip processing "soon", with smaller merchants to follow later.
- What are the benefits of chip cards?
The biggest benefit of chip cards is found in their increased security features. Plus, customers enjoy greater acceptance when traveling, as chip cards are common in over 130 countries around the world, including Canada, Mexico and the European Union.
- Will People’s United ATMs support chip cards/EMV?
People’s United was actually the first bank in the US to certify a group of pilot ATMs in New York City for chip/EMV. We are now in the process of enabling the remainder of the ATM fleet in conjunction with other required upgrades also in the works. Just remember, you can continue to use your card at all People’s United ATMs whether they have been upgraded or not.
- I’ve heard a chip card can be read by someone just walking by - is that true?
Your new MasterMoney Debit chip card is equipped with contact-only technology, which requires that it be in contact with a terminal in order to be read. Contactless cards do exist in the market and when implemented properly can be very secure and protect your card information from someone reading them remotely. However, they are not widely supported by most merchants, and People’s United has chosen not to issue them at this time.
- Will I be notified if there is suspected fraud on my card?
Yes, if there is suspected fraud on your card you will be contacted either by text message (if we have a cell phone on file for you), phone call, or letter making you aware of the transactions in question and giving you the opportunity to verify if the purchases are valid or not.
If we have a cell phone on file for you, text messages will come from the number 337-48. Example text message: “FreeMsg: People's United Fraud Dept: Possible unauthorized txn on acct ending in 1234: $22.22 processed by Julie’s Jewelry Store. If authorized reply “YES”, otherwise reply “NO”.
Automated voice phone messages will come from (877) 230-3179.
- Why won't one of my local merchants let me get cash-back any more?
Your MasterMoney chip-enabled debit card supports cash back. However, some merchants are still in the process of upgrading their systems to support chip-cards, and have only enabled support for “Signature” debit (to allow a higher security purchase transaction), but haven’t yet enabled cash-back support. We encourage you to ask any merchant regarding their cash-back support timetable. In the interim, you can continue to get cash-back from any of People’s United Bank’s ATM and branch locations, as well as the many other merchants who have completed their chip-migration.
Have any additional questions? Feel free to call our Call Center at (800) 894-0300, email us or visit any one of our convenient branches.
- What are Identity Theft Alerts?
MasterCard Identity Theft Alerts is a service that can notify you if it detects that your personal information such as your credit or debit card, your Social Security number, your driver's license and other highly personal information about you is being bought or sold online by keeping track of thousands of criminal websites, chat rooms, forums and networks.
- Why should I enroll in Identity Theft Alerts?
Data security breaches are a common occurrence with hackers and thieves targeting all kinds of businesses in an attempt to steal personal information in order to commit fraud. Identity Theft Alerts monitors much of this illicit activity that occurs on the Internet black market, sometimes referred to as the dark web. While this service may not detect each and every instance in which personal data is being bought or sold on the Internet it can serve as an important early warning to alert you if your personal data has been discovered at risk, enabling you to take steps to reduce risks and resolve any fraud that has occurred more quickly than if you did not receive the early warning.
- How do I enroll in Identity Theft Alerts?
To get started, visit www.mastercard.us/idtheftalerts. You will be asked to enter the first 6 digits of your MasterCard to get started. Then begin the process to create an account by providing your email address to receive notification alerts and enroll your personal information for monitoring. After you have registered you can log in to update your profile any time at www.mastercardidtheftalerts.com.
- What if I need further help enrolling?
To speak with someone who can help guide you in the enrollment process please call the toll free number that appears at the bottom of www.mastercardidtheftalerts.com (1-866-566-3601).
- Is the Identity Theft Alerts web site and service secure?
The MasterCard Identity Theft Alerts web site and monitoring service employs robust data security measures including data encryption and security keys to prevent unauthorized access to our enrolled users’ personal data. The service is supplied by one of the top identity monitoring and security firms which counts financial institutions and federal law enforcement agencies among its clients.
- What does it mean when I receive an alert?
Your Identity Theft Alerts service tracks Internet activity for signs that the personal information you’ve asked us to monitor is being traded and/or sold online. This alert means that our surveillance technology has discovered information on the Internet that is a match to your monitored identity elements. If there is no match detected, you will not receive an alert.
- What should I do if I receive an alert?
You should log in to www.mastercardidtheftalerts.com to view the alert details and also call the toll free number that appears in the email you received or on the web site to speak with a Restoration Specialist who can guide you on the important steps you should take
- What if the alert references only some of the personal information Identity Theft Alerts is tracking?
Even if only some of your personal information that has been detected by Identity Theft Alerts, it is recommended that you contact the appropriate institution to have your account information changed, or change your account information yourself if possible - like it would be with the password to your email account, for example. It is safe to assume that if some of your information is compromised, all of it is. You may also want to review a copy of your credit report to ensure that all of the information that appears there is familiar to you. A Restoration Specialist from our Identity Theft Resolution Services team can help guide you with all of the recommended actions to take.
- Is the buying and selling of others’ personal information online illegal?
This activity is illegal in the United States, but other countries do not necessarily have the same laws as related to cybercrime. United States regulatory agencies have little to no jurisdiction to prosecute fraudsters acting on websites and chat rooms located in other countries.
- Can I still become a victim of identity theft even though I am enrolled in Identity Theft Alerts?
Identity Theft Alerts may reduce your risk of identity theft by letting you know sooner if your personal information has been compromised, and in turn enabling prevention or quick resolution of an identity theft incident. In addition to Identity Theft Alerts, you also have access to Identity Theft Resolution Services to help guide you through the often confusing and difficult process of restoring your identity. Unfortunately, no identity protection tool can prevent identity theft altogether.
- Why does Identity Theft Alerts ask me for my SSN (Social Security Number)?
SSNs are often stolen by hackers. Providing your SSN will enable the Identity Theft Alerts service to notify you in real time if the service detects your SSN exposed on the dark web.
- What information do I enter in the Medical Identities field?
Enter your Member ID number as it appears on your health insurance card or Medicare/Medicaid insurance card. Health insurance ID numbers are increasingly targeted by fraudsters who try to use stolen identities to commit medical fraud.
- What if I have other questions about MasterCard Identity Theft Alerts?
You can contact MasterCard at 1-866-566-3601 for additional questions about MasterCard Identity Theft Alerts.
- What is Debit Rewards?
Debit Rewards is a program that links offers from merchants directly to your debit rewards card, giving you cash back to your account. You earn cash back to your card simply by using your card at participating Debit Rewards merchants. Simply create your account to sign up for notifications, view the participating merchants and the amount of cash back you have earned with Debit Rewards.
- How much does it cost to register?
You are automatically enrolled in the Debit Rewards program with your debit rewards card and it's FREE to start saving with Debit Rewards.
- How do I join Debit Rewards?
You are automatically enrolled in Debit Rewards. Visit My-DebitRewards.com and select Create an Account or Sign In if you have already created a username and password. To create an account, you must have the card number on your debit rewards card.
- What if I have questions while on the Debit Rewards website?
Customer service is available 24/7/365 - simply select the Email option under the "Need Help?" slide out or call 888-400-0943 and your questions will be answered directly by a dedicated Debit Rewards/Ampre customer service representative.
- How much cash back do I get?
All Debit Rewards merchants offer a % cash back reward on your qualifying purchase. However, merchants may also have additional rewards that they offer for traveling out of your way, visiting at one of their slower times or making several purchases. You will earn cash back for all offers you are eligible for, up to the maximum percentage set by a merchant.
To determine qualifying purchases and the specific cash back awarded, please review the offer details for each participating merchant listed on the Debit Rewards website at My-DebitRewards.com.
- Is there a limit to the amount of cash back that I can earn through Debit Rewards?
No, the more you shop - the more you can earn! Please refer to the retailer offer page for complete information regarding eligible purchases for each retailer.
- How do I earn cash back from merchants with Debit Rewards?
You earn cash back based on the dollars you spend at participating merchants using your debit rewards card. In order to earn cash back from a Debit Rewards merchant, you must sign for your purchases. Each merchant may have a different offer, so please check back frequently for updated information.
- When will I receive my cash back?
You will receive your cash back to your account typically within one week after the qualified transaction has been processed and a statement credit will be automatically issued to your debit rewards card. You can update the primary card on your account by visiting your profile.
You can view your rewards earned on the My Savings page.
- How do returns, exchanges and/or back orders affect the cash back earned for the purchase?
If any part of a qualifying transaction is returned to the retailer or is not completed, your cash back for that transaction may be reduced or removed from your Debit Rewards debit card account. Please check each retailer's policy for returns.
- How do I verify my cash back has been posted to my Debit Rewards account?
Visit My-DebitRewards.com, sign in to your Debit Rewards account and select the My Savings page to view all of the Debit Rewards offers you have earned.
- How do I identify Debit Rewards merchants?
You can browse the Debit Rewards merchants by logging on to the website and selecting the View Offers link.
- How do I tell the merchant I am using has a Debit Rewards offer?
You do not have to tell the merchant. The merchant's system will automatically recognize if your debit card is enrolled when you swipe and sign to make your purchase. There are no hoops to jump through to get your cash back rewards, simply use your card at participating merchants.
- How do I view all participating Debit Rewards merchants?
The Debit Rewards available merchants and offers may change at any time, however new retailers are continuously added so be sure to visit My-DebitRewards.com to view all participating retailers and merchants.
- What is eGuard?
eGuard is Vantiv’s new risk based 3D Secure solution that provides an extra layer of security for eCommerce transactions processed with participating merchants. eGuard supports MasterCard SecureCode.
- Will cardholders still have to enroll on MasterCard’s website?
No. With eGuard, cardholders will automatically be enrolled in the new service.
- Will cardholders still be required to create a password?
No. Static passwords will be eliminated and cardholder authentication will be done via a one-time password (OTP). The OTP will be sent to the cardholder via SMS text message.
- Will cardholders have to enter a one-time password for all eGuard transactions?
No. Cardholders will only be declined or asked to authenticate when the activity is suspicious.
- What is the short code for the text message?
Messages will come from short code 732-873
- How will the message read?
123456 is the One time Passcode (OTP) for your card ending with 1234.
- Will all of my eCommerce transactions now process through eGuard?
No. In order for an eCommerce transaction to process through eGuard, the merchant must participate in 3D Secure and send as a 3D Secure transaction.
- What if the cardholder doesn’t have a wireless phone on file?
If a cardholder doesn’t have a wireless number of file, we recommend the cardholder updating the contact information with the bank to include the wireless phone number. If the update is done in Vantiv iQ, the change will take place right away and the cardholder can attempt their transaction.
- What happens on a transaction where the cardholder needs to authenticate and the bank does not have phone numbers on file for the cardholder?
If there no phone numbers on file, then eGuard will present Knowledge Based Questions to the cardholder to answer during the checkout process. Example Knowledge Based Questions, Mother’s Maiden Name, Date Of Birth, and Zip Code.
- What will it look like when cardholder checks-out and extra authentication is required?