See answers to common
Chip and PIN card questions.
Your new PNC Chip and PIN card utilizes chip technology with PIN verification for increased security and international acceptance. It is important to memorize your PIN number.
EMV chip technology is a term that is often used to describe the microprocessor chip embedded on the face of a credit or debit card, or within a mobile phone. Named for its founders, Europay, MasterCard and Visa, EMV refers to industry specifications, managed by the member organizations of EMVco, which facilitate global operability and acceptance of secure payment transactions. Payment cards equipped with an EMV chip provide an increased level of security when used at a chip enabled payment device. EMV chip cards are also known as Chip and Signature, Chip and PIN or smart cards.
Although magnetic stripe, signature-based transactions continue to be the most common type of transaction in the United States today, other countries have been using chip technology for many years. EMVco is encouraging merchants and credit card issuers to migrate to EMV chip technology for payment processing. PNC Commercial Card Services has been offering chip cards since 2011 and will begin to issue chip cards as our standard in 2015. Throughout 2015 many merchants in the United States will begin to adopt EMV chip technology at their point-of-sale terminals.
The major card associations have announced an upcoming shift in fraud liability beginning October 1, 2015 with the goal of driving adoption of chip technology. Issuers will be liable for counterfeit card transactions which occur at chip-enabled POS terminals with a card that does not have an EMV chip; similarly merchant processors will be liable for counterfeit card transactions which occur with a chip card at payment terminals that do not support EMV chip transactions.
A chip and PIN card is a credit card that includes microchip technology and a personal identification number (PIN) to securely verify a cardholder during a transaction. The embedded microchip is encrypted, and the cardholder must enter his/her PIN for each transaction processed through a chip payment terminal requiring a PIN.
The PIN will take the place of a signature at merchant locations providing chip/PIN payment terminals. A chip and PIN card also has a magnetic stripe on the back of the card so your transactions can continue to be processed as signature transactions at merchant locations not yet equipped with new chip payment technology.
Why did you send me a new chip and PIN card?
Although signature-based transactions continue to be the most common type of transaction in the United States, many other countries are switching to chip and PIN cards. Upgrading your magnetic stripe card with the new chip and PIN card technology is one way we can help enhance your purchase experience when you are transacting with chip-enabled merchants.
What are the benefits of my new chip and PIN card?
Chip and PIN cards are more consistently accepted at unattended kiosks, such as at train stations or gas pumps that will only accept a PIN to validate a transaction.
The embedded microchip in the card helps protect you from fraudulent activity because the microchip is extremely difficult to copy, and the PIN validation requirement enhances the security of the card if it is lost or stolen.
What does a chip and PIN card look like?
Many features of a chip and PIN card are the same as a magnetic stripe card. Both cards are embossed on the front with the card number, cardholder name and expiration date, and provide the three-digit security code on the back of the card. The key difference is the silver-colored embedded chip on the front left side of the card.
I’ve never heard of a chip terminal before. Is this something new?
Around the world, chip technology has been used for many years to help protect cardholders from fraudulent activity. Today, the United States has very few chip-enabled terminals. Merchants in the U.S. are beginning to introduce chip terminals, and, over time,chip-enabled merchant terminals will become more prevalent across the country.
Are there any additional fees on chip and PIN cards?
No additional fees apply to your new chip and PIN card.
Are chip and PIN cards safer to use than magnetic stripe cards?
Chip cards provide a higher level of security than magnetic stripe cards because the encrypted chip uses measures that create a complex level of security that make a chip card difficult to copy or counterfeit.
Is PNC discontinuing magnetic stripes on cards?
The magnetic stripe will continue to be on the back of your chip and PIN card, so your transactions can continue to be processed as signature transactions at merchant locations that have not yet been equipped with new chip payment technology.
Do chip cards get damaged?
Your chip card is just as durable as your previous magnetic stripe card. Just as magnetic stripe cards get damaged with use and wear, your chip card may get damaged over time. If your chip card is not working properly, contact the customer service number on the back of your card or your program administrator for a replacement card.
How do I obtain a PIN ?
You will be prompted to select a PIN when you activate your new chip and PIN card. If you already have a chip and PIN card, and you do not know your PIN, contact customer service 1-800-685-4039 to establish a new PIN.
Will the PIN I use for making purchases be the same PIN I use for cash withdrawals?
Each new chip and PIN card will have one PIN that can be used for purchases and allowable cash withdrawals. If your company does not allow cash withdrawals, then cash access will be blocked from usage on the chip card.
Will I always have to use a PIN when transacting with my new card?
Depending on the setup of the merchant that you are transacting with, you may not be prompted for a PIN with every transaction. Even merchants that have chip readers may not require a PIN. Follow the prompts on the screen of the terminal to complete your transaction.
What happens if I enter my PIN incorrectly?
If you enter your PIN incorrectly three times, your PIN will become blocked. This security measure is put in place to keep fraudsters from trying to guess your PIN should the chip card become lost or stolen.
If you remember your PIN after it has been blocked, you may contact customer service at 1-800-685-4039. You will be asked to enter your account number and answer several security questions. Select 0 from the menu to be connected with an operator who will assist you in unblocking your PIN. Once your PIN is unblocked, you may then continue to use your card normally.
If you do not remember your PIN, see the answers to the next question.
What if I forget my PIN or want to change my PIN?
If you do not remember or want to change your PIN, contact customer service (1-800-685-4039) and choose option 3 from the menu to select a new PIN. You will be required to answer security questions about your card account prior to selecting a new PIN. Complete the remaining prompts to select a new PIN for your chip and PIN card. This new PIN will be applicable for both cash withdrawals and chip card purchases.
When you next use your card at a chip and PIN terminal, you may receive an invalid PIN response several times while your new PIN syncs to the chip on the card. If you receive an invalid PIN response, continue to enter your newly selected PIN at the prompt until your transaction processes. If your transaction is declined, or if you receive a blocked PIN response, you should contact customer service and select 0 from the menu to speak to an operator.
Now that I have a chip and PIN card, should I continue to notify you before I travel internationally?
Yes, advance notification will help to ensure that legitimate purchases are approved.
How else should I prepare when traveling internationally?
Make sure to memorize your PIN prior to traveling. If you forget your PIN and you would like to keep your existing PIN, contact customer service (1-800-685-4039) and select 0 from the menu to be connected with an operator who will assist you by sending your PIN in the mail. It may take 5–7 business days for a new PIN to be mailed to you. If you need your PIN immediately, contact customer service and select 3 from the menu to change your PIN.
PNC’s cardholder customer service is available to assist with your card-related questions 24 hours a day, 7 days a week. The phone number for customer service is 1-800-685-4039 for calls made within the U.S. For calls from outside the U.S., the phone number is 1-706-644-3224. These phone numbers are also listed on the back of your PNC card.
For additional questions about your new card, please contact your Program Administrator.
PNC is a registered mark of The PNC Financial Services Group, Inc. (“PNC”).
EMV is a registered trademark in the U.S. and other countries, and is an unregistered trademark in other countries, owned by EMVCo.
Bank deposit, treasury management and lending products and services are provided by PNC Bank, National Association, a wholly-owned subsidiary of PNC and Member FDIC.
Lending and leasing products and services, including card services and merchant services, as well as certain other banking products and services, may require credit approval.
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