Debit Card FAQs
Effective Date: 10/8/2026
Last Update: 10/8/2026
Quick answers to common questions. These FAQs are for general information only — your rights, responsibilities, limits, and fees are governed by the enclosed VISA® Debit Card Agreement and Disclosure. Where the two differ, the Agreement controls.
1. How do I activate my card?
Follow the activation instructions included with your card. For security, activate your card as soon as you receive it and sign the back immediately.
2. How do I get or change my PIN?
You can select or change your PIN through online banking or by contacting Customer Service. Choose a number that isn’t easily guessed (avoid birthdates, address numbers, or repeating digits), and never write it on or store it with your card.
3. What’s the difference between choosing “debit” and “credit” at checkout?
Both draw from the same checking account. “Debit” prompts you for your PIN; “credit” (signature) routes the purchase over the Visa network. Some purchases may process without a PIN even when you don’t select credit. Either way, the funds come from your available balance.
4. Why is the amount held on my account different from what I spent?
Some merchants — gas stations, hotels, car rentals, and restaurants — place a temporary authorization hold that may be more than your final purchase. Restaurants often add an estimated tip. The hold is replaced by the actual amount when the transaction posts, usually within a few business days.
5. What’s the difference between “pending” and “posted” transactions?
Pending transactions are authorized but not yet settled; they reduce your available balance but aren’t final. Posted transactions are complete and appear on your monthly statement.
6. Why was my card declined?
Common reasons include insufficient available balance, exceeding a daily purchase or ATM limit, an expired card, an inactivated card, a merchant or country blocked for fraud prevention, or an incorrect PIN. Your card’s daily limits are described in the Agreement.
7. Should I tell you before I travel?
Yes — it helps us avoid blocking legitimate purchases. Let us know your destinations and dates, and make sure we have a current mobile number so we can reach you about suspicious activity. Note that purchases abroad or in a foreign currency may carry an international service assessment (see the Agreement).
8. Can I add my card to a mobile wallet?
Yes. Google Pay and Apple Pay wallets are supported. Your device replaces your card number with a secure token, so your actual card number isn’t shared with the merchant.
9. What happens when my card expires?
A replacement is generally mailed before the expiration date to the address we have on file. Please keep your mailing address current. Recurring payments you’ve set up with merchants may be updated automatically through Visa’s account-update service.
10. I set up automatic payments with a merchant. What if I want them to stop?
Contact the merchant first to cancel. You may also request that we stop a preauthorized payment — timing requirements and the information we’ll need are set out in the Agreement.
11. I don’t recognize a charge. What should I do?
First, check whether it’s a pending hold, a recurring subscription, or a purchase made by someone else you’ve authorized to use the card — merchant names on statements don’t always match store names. If it’s still unfamiliar, or if your card is lost or stolen, contact us right away. Reporting quickly matters: your liability for unauthorized transactions depends on how soon you notify us, as explained in the Agreement.
12. For a defective item or a refund the merchant never gave me, who do I contact?
Start with the merchant — returns, credits, and product disputes are handled directly with them, and refunds are credited back to your account rather than paid in cash.
13. Can someone else use my card?
Anyone you allow to use your card is your responsibility, and PIN access at an ATM can reach your other linked accounts. Never share your card or PIN — including with family or friends — and never share your PIN, full card number, or one-time security codes in response to a call, text, or email. We will never ask you for your PIN or full card number.
14. My card is lost, stolen, or I see suspicious activity. Who do I call?
Contact Customer Service immediately at the number on the back of your card for lost/stolen card reporting. If you can, freeze your card in online banking as an added precaution while we assist you.