Debit, Credit or ATM Card/Card Fraud/EMV

Below are some frequently asked questions and answers about Extra Credit Union’s Debit Cards, card fraud, and EMV.

Getting a debit card and useful card info

What is instant issuance and how do I get my card through that program?
Instant issuance is a new program at ECU that allows members to get a new or replacement Debit Card at Extra Credit Union without having to wait for their Debit Card to arrive in the mail. Cards are issued to members immediately when opening a new account, and the card is active and ready for use. Members can choose their own PIN immediately on the spot.

Lost/stolen cards can also be replaced at Extra Credit Union through this program for a $10 fee. This is based on the member’s preference on whether they’d like to receive their card immediately through this program or through a mail order. There is a slight difference in the look and feel of the card (please see below for details).

Are there any limitations for receiving a debit card through the instant issuance program?
Members must be present and have a valid ID to have a card issued to them at Extra Credit Union. Regardless of their role, i.e. primary member or joint-member, individuals may not order cards for other signers/owners of an account.

Cards are only distributed to members inside the credit union and may not be obtained via the drive-thru.

Instant issuance does not replace reorder procedures for compromised cards. Please see below for related reissuance details.

What is the timeline on card orders?
The new card will arrive within 7-10 business days and comes in a plain white envelope. There is no Extra Credit Union Logo or printing on the outside of the envelope, and it is sometimes mistaken as junk mail and accidently thrown away. Please be on the lookout and open all mail until it arrives.

I don’t want to wait 7-10 days for my card, can I get it quicker?
Chances are, yes. Most members are eligible to receive their card through our instant issuance program, meaning you can visit Extra Credit Union to get your active debit card on the spot. Some limitations related to compromised cards apply—please read below.

Reg-E: How does it work with my card?
If you have opted in to have your everyday debit and ATM withdrawals approved even if you do not have the funds available, you will be charged a $32 Courtesy Pay Fee per transaction. To opt in to this service, we require a signed authorization form.

Card holds: What are they and how do they impact balances? Where might you see a hold? This is also known as “pending” in eBanking or on the app.
When you use your debit card in a signature or “credit” based manner, the funds from that transaction are placed on hold and will show “pending”, but the transaction will not clear or “post” for 1-3 business days. This can make it difficult to keep track of the account balance if you use your debit card regularly. We encourage our debit card using members to keep a running ledger to avoid overdrawing their account.

When you use your debit card with a PIN, the transaction posts immediately, acting as a true debit where the funds clear or “post” immediately. We still encourage that members keep a running ledger.

Card fraud

How does fraud occur?
Criminals are very intelligent and can obtain your debit card information through various avenues including when you use your card for online purchases on unsecured website, ‘skimming’ devices installed on card reader terminals (i.e. pay at the pump for gas stations and even ATM machines), a dishonest employee who records your card number, and even data breaches from merchants (i.e. Target, Home Depot, etc.). Once they have the card number, criminals often ‘clone’ a duplicate card that can be used to make fraudulent purchases. Although we work closely with a fraud monitoring company, sometimes unauthorized transactions can still come through.

It is important that you review your account on a very regular basis and contact us if you notice any suspicious activity.

What do you do if your card is compromised?
If you notice transactions that were unauthorized as pending or that have already cleared your account, you need to contact Extra Credit Union during normal business hours and notify us of the activity.

We will be able to stop (terminate) the card that has been compromised, issue a replacement card, and provide you with the required Card Dispute Form to request a conditional credit of funds. This will refund your account with the funds that were taken from your account through the fraudulent transactions.

If you notice these transactions after normal business hours, you will need to contact the Fraud Phone Number at (855) 293-2456 to have the card stopped. Please note that you will still need to contact Extra Credit Union during normal business hours to have a replacement card ordered and to be provided with the required Card Dispute Form.

If you are contacted by fraud monitoring verify unauthorized transactions, you will need to make sure to contact Extra Credit Union as they cannot order a replacement card.

Although we try to provide a conditional credit for fraudulent transactions as quickly as possible, it may take up to 10 business days to be provided with a conditional credit after we receive the completed and signed Card Dispute Form.

My card was compromised, how do I get a new card?
Members will be notified by mail that their card has been compromised and a new card will be mailed to them via standard shipping.

How do I report a card as lost/stolen?
If you need to report your card as lost or stolen, and it is during normal business hours, contact Extra Credit Union at (586) 276-3000. If it is after normal business hours, call the JHA Hot Card Center: US:(888) 297-3416 or International: (206) 389-5200.

Members also may report their card as lost or stolen through Extra Credit Union’s eBanking App on their mobile device or tablet. Please note, reporting through this manner will only deactivate lost/stolen cards. Members must contact ECU during business hours to choose a reissue method, i.e. instant issuance or via mail.

EMV safety and security

What is an EMV-chip card?
A chip or EMV card is a card with chip-based technology featuring an embedded microchip to provide enhanced security and protection against fraud. The microchip provides unique information for your card as each transaction is being performed and used at a chip-enabled terminal. Chip cards look almost exactly like old credit cards, with the exception of flat printing and this special microchip to keep your information and account better protected.

How are EMV cards more secure than traditional magnetic stripe cards?
The information contained in a magnetic stripe does not change. If someone accessed the information on a magnetic stripe, that person could use the information over and over again. EMV chips, however, generate a unique transaction code each time they’re used. This code can’t be used again, so hackers get very little value out of stealing information from the EMV chips.

Will this new chip card prevent fraud on my card?
The chip card will not prevent all card-related fraud, but is designed to enhance the security of fraud protection. These cards are embedded with a chip that provides enhanced security when used at a chip-enabled terminal, providing unique information for each transaction. This changing information provides added security by making the card harder to duplicate.

EMV card use

How do I use an EMV card?
Instead of swiping your card, you’ll insert the card, facing up, into a slot toward the bottom of the card processing device. Keep your card in the slot and provide your signature when prompted. Wait for the transaction to process and the terminal to indicate the transaction is complete before removing your card. In most cases, the instructions will be right there on the screen and the retailers will be trained in the technology, so they’ll be able to assist you.

Will I have to sign or enter a PIN for my transaction?
The answer depends on each merchant and how they process transactions. Some merchants require you to enter a PIN and others do not.

What if a merchant doesn’t have EMV technology?
No worries—your card has both the EMV chip and the traditional magnetic stripe. This way, you’ll be able to use your card at any retailer that accepts MasterCard credit cards by simply swiping your card the traditional way. Most large retailers will have EMV card readers, but some small businesses may still use magnetic stripe readers for some time. Eventually, chip technology will be a standard at all merchants.

Mastercard rewards FAQs

General

Why do I get the following error message when I try to log on to my account; “Authorization error: Participant card for Cardholder is not active”?
You may receive this error if your account is no longer active, or if your financial institution modified the name on your account. Please contact the Awards Redemption Center at 1-877-909-1450 and say “information.” An Awards Representative will be able to determine the cause of the error message and help you resolve it.

What are the requirements for setting a user id?
The only user ID requirement is that it cannot exceed more than 23 characters.

What are the requirements for setting a password?
Passwords must contain a minimum of six characters and may not exceed 23 characters. You may use a combination of capital and lowercase letters, numbers, and special characters. Your password is case sensitive so it must match exactly as it was entered.

Can I change my password?
Yes, just enter your user id under the “Personal Page” and select “I forgot my password.” A password reset link will be sent to the e-mail address on file. To complete your request you must click on the link contained in the e-mail and create a new password. This link is only valid for 24 hours and may only be used once. If your e-mail address is no longer valid please contact your financial institution to request it be changed.

Can I change my user id?
If you are successfully logged into your personal page, you can change your user id by selecting “My Account” and then “Change User Id.” You will be asked for your current user id, your new user id, and your current password, and then select save.

How do I change my e-mail address?
If you are successfully logged into your personal page, you can change your e-mail address by selecting “My Account”, “Contact Data,” and then “Update.” You will then be able to enter your new e-mail address, or you can call your financial institution to make this change.

How do I change my mailing address?
For your security the redemption center cannot change your address. Please contact your financial institution directly to determine its change of address procedures.

How do I know how many points I earn for each purchase?
Point earnings, expirations, and maximum points allowed can be found by selecting the “Program Details” link on the left navigation bar.

How can I verify if I earned points for a transaction?
You may call the redemption center or you can view the last 90 days of transaction history by selecting “My Account” and then “Transaction History” on the left navigation bar. You must be signed in to view this information.

Where can I see what I’ve ordered?
If you are successfully logged into your personal page, you can verify orders by selecting the “Order History” link from the left navigation bar.

What Internet browsers are supported?
Microsoft Internet Explorer 6 & 7, Mozilla Firefox 1.5 & 2.0 and Netscape 9.0.

Gift Cards/Certificates

How do I redeem my points for a gift card/certificate?
You can redeem your points by signing in and selecting “Order Award” on the redemption site and then select the type of gift card you’d like to order. Or if you prefer you can call the redemption center toll-free at 877-909-1450 from 6 a.m. to 6 p.m. Pacific Time, Monday through Saturday.

Can I receive my gift card as an e-certificate or a digital code via e-mail?
No, currently all gift cards are physical cards that will be mailed to the address on file as provided by your financial institution. Many merchants allow online purchases utilizing a gift card code and pin as designated on the back of the card. Please check with each merchant rules governing online purchases with a gift card.

Can I have my gift card sent to an alternate address?
For your protection gift cards may only be sent to the primary account holder address on file as provided by your financial institution. Please contact your financial institution to change your address with the Awards Redemption Center before placing your order.

How do I know what primary address the gift card(s) will be sent to?
You can find the address information under the Contact Data section of the “My Account” section on the left navigation bar. You must be signed in to view this information.

When should I expect my gift card?
Your gift cards/certificates will be shipped within 7-10 business days to the primary account holder’s address on file with the awards provider within the 50 U.S. states only.

I changed my mind, can I cancel my order?
Once points are redeemed for a gift card/certificate they cannot be returned, changed, or exchanged and are not redeemable for cash or credit.

What happens if I lose my gift card?
Gift cards are like cash. Most lost, stolen, destroyed, or expired gift cards/certificates are not replaceable. If a merchant is able to cancel and replace a card you may be responsible for associated replacement fees.

I never received my gift card, what do I do?
You have 30 days from the date an award is requested to report an undelivered gift card/certificate. Please call the Awards Redemption Center at 877-909-1450 and say “gift card status.”

Do gift cards expire?
Each merchant may impose additional terms and conditions which are specified on the card or certificate including but not limited to expiration dates and dormancy fees as state or federal regulations allow.

What are the rules regarding hotel awards?
You can redeem your points by signing in and selecting “Order Award” on the redemption site or by calling one of our representatives. Hotel awards are for select hotels and must be requested at least 21 days in advance of travel. Blackout dates and other restrictions may apply. Awards may be subject to local taxes and fees, which are at the account holder’s expense. Awards are subject to any terms or conditions imposed by the hotel. Advance reservations may be required and are subject to availability at time of booking. Hotel awards are valid at participating locations and may be subject to change without notice. Awards must be presented and surrendered at check-in. Hotel awards are not replaceable if lost, stolen, destroyed, or expired and are non-refundable and redemptions of points final. Points, credits, and cash refunds will not be issued for any changes or canceled awards and are not redeemable for cash and are void if sold for cash or other consideration. Hotel awards will be fulfilled either by a paper certificate or plastic card depending on the award selected. 

What are the rules regarding car rental awards?
You can redeem your points by signing in and selecting “Order Award” on the redemption site or by calling one of our representatives. Car rental awards are for select rental agencies and must be requested at least 21 days in advance of travel. Blackout dates and other restrictions may apply. All taxes, fees, surcharges, and optional items are the responsibility of the award holder. Standard age, driver, credit rental requirements, and other restrictions imposed by the car rental company apply. Advance reservations may be required and are subject to availability at time of booking. Car rental awards are valid at participating locations and may be subject to change without notice. Awards must be presented and surrendered at check-in. Car rental awards are not replaceable if lost, stolen, destroyed or expired, and are non-refundable and redemptions of points are final. Points, credits, and cash refunds will not be issued for any changes or canceled awards and are not redeemable for cash and are void if sold for cash or other consideration. Car rental awards will be fulfilled either by a paper certificate or voucher card depending on the award selected.

Air Travel

How do I redeem for travel?
You can redeem your points by signing in and selecting “Order Award” on the redemption site or by calling a travel agent toll-free at 877-909-1450. Agents are available 6 a.m. to 6 p.m. Pacific Time, Monday through Saturday. Your point balance will be verified and your itinerary arranged.

What are the restrictions for airline tickets?
Award ticket options and booking restrictions may vary including advance booking requirements. Actual travel must take place within 330 days after the reservation is made. Minimum or maximum stays may apply to certain air categories. Tickets for airline award seats are subject to availability and any terms or conditions imposed by the airline on travel dates you request.

My itinerary has an error, what should I do?
Any errors or discrepancies must be reported to the travel center at 877-909-1450 immediately or at a minimum, within 24 hours from the time of the ticket booking. E-mail requests will not be accepted. Any changes made after the ticket issuance could incur additional fees and/or penalties, jeopardize availability, and cause the fare to increase at the account-holder’s expense except where those errors were made by us and reported by the account holder within the required 24-hour period. All voluntary changes at any time are subject to the program rules and could incur additional fees and/or penalties by the airline and/or the travel center. All airline tickets are non-refundable and redemptions are final. Points, credits, and cash refunds will not be issued for any changes or canceled travel arrangements.

I was notified that my itinerary has changed and I can’t fly on that date what are my options?
Itinerary dates and/or departure/arrival times may be subject to change by the airline. You may accept changes in the itinerary or the ticket may be canceled without penalty and points reinstated.

Can I purchase travel insurance?
Travel insurance is available for select award types. Account holders are responsible for any fees associated with the purchase of travel insurance. Please speak to a travel agent at 877-909-1450 for additional details.

Can I use my points to book a ticket for someone else?
Tickets may be issued in any name designated by the account holder but the tickets and/or itinerary will be mailed/e-mailed to the primary account holder address on file with the awards provider within the 50 U.S. states only.

How are the tickets issued?
Tickets will be issued as e-tickets, either through e-mail or U.S. Mail. Paper tickets are subject to an additional processing and delivery charge. Additional costs, such as rush charges and/or traceable overnight delivery of awards, are at the account holder’s expense.

What is considered a round-trip ticket?
Round-trip tickets must originate from, and return to, the same airport.

What is an open-jaw ticket?
An open-jaw ticket is when you arrive in one airport and depart from another.

What qualifies for a Saturday night stay?
You must either depart prior to 11:59 p.m. on Saturday or return after 12:01 a.m. on Sunday.

Can I make changes to my ticket?
No, once tickets are issued they are non-refundable and non-changeable. Account holders are responsible for any additional fees that apply if changes are permitted on your ticket and airline carrier. These fees typically include change fees, agency fees, and a difference in fare if applicable. All ticket changes must be booked on the same airline carrier. You may purchase additional travel insurance at the time the ticket is issued. Please contact a travel representative for details.

Can I combine points from another airline mileage program?
No, there are no partnership programs available.

Can I receive air miles if I use my points for a ticket?
If your ticket will be issued on the same airline that you accrue air miles, be sure to ask the travel representative to add your mileage plan number to the reservation. It is at the airline’s discretion as to whether the air miles from the trip will be added to your mileage plan. Refer to your mileage plan rules for complete information. If you are eligible to receive air miles, remember that it’s your responsibility to verify that the miles have been added to your plan.

Are points required for a child or infant?
Yes, if a seat is required for travel, redemption of points is required. Children under two years old may be able to fly for free if they sit on an adult’s lap. Please check with a travel representative for specific airline restrictions.

Are there any additional fees?
Account holders may be responsible for paying any government-imposed security fees, airline fuel surcharges, or other airport, airline, and agent fees. Lost, stolen, or otherwise destroyed airline tickets or other travel certificates will not be honored or replaced.