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Credit Card Conversion FAQ


We've got news for our credit cardholders! There are some changes that have happened that will affect you and that you will need to be aware of. Have no fear though, we're here to lead you every step of the way. To answer any common questions and to update our members, we've put together this FAQ page. Check out our information below and make sure that you know what you need to do to make this a seemless transition.

BIG PROTECTION IN A TINY CHIP

Greater Kentucky Credit Union Visa® credit cards will soon come with chip technology. Count on enhanced fraud protection every time you use your card at a chip-activated terminal. Chip-activated terminals are coming to certain U.S. retailers this year – and more locations in the years to come.

WHY DO I NEED A CHIP CARD?

Chip cards are normal debit or credit cards with a microchip embedded into the card. This chip will generate a unique, one-time code, which is needed to authorize each transaction on the card done in-person. The purpose of these chip cards is to protect your information and make it more difficult for fraudsters to counterfeit your card. By not having your chip and solely replicating your magnetic strip, fraudsters don't have a necessary piece to authorize a transaction.

HOW TO USE A CHIP CARD png

 

For a while now, you should have received several emails or letters from us, as well as information on your Visa® statements. Please make sure to pay close attention to this information as it will concern online banking, new payment addresses, and numbers to contact with questions.


WHAT ELSE DO I NEED TO KNOW?

Payments iconMAKING PAYMENTS

If you normally mail in your payments, you will now mail payments to the following address: VISA, PO BOX 672051, DALLAS, TX 75267-2021.

If you choose to make phone payments, you'll now need to use the following number: (800) 442-4757

If you have ACH or AutoPay set up to pay your Visa® card balance, you will need to make sure this is discontinued and another method of payment is arranged before your September payment is due.

If you normally come in to the branches to make payments, call our direct line, (859) 231-9300, or mail payments to 1001 Red Mile Road, Lexington, KY 40504, you will continue to do so. We will accept payments received at the credit union.

 

ONLINE BANKINGOnline Banking Icon

Your current Visa® online access is no longer available. Instead, you'll need to go to www.gotomycard.com to enroll your card.

Coming up soon, we will also have way to access the new Visa Online Banking through our very own CU 24/7 Online Banking without putting in any additional login information! We will send out a notification later in September, when this platform is available.

If you were enrolled in E-Statements through Visa® Online Banking, then you have already received notification that Visa® E-Statements are no longer available. If you need access to your Visa® statements, you'll need to contact the credit union.

 

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CALLING FOR SUPPORT

While you'll still be able to call our main office number during business hours for support and credit card questions, you'll also have the following number available to use after business hours: (800) 442-4757.

 

WHAT DO I DO WHEN I GET MY CARD?

Your new Visa® credit card will have a different number than your old card. To make sure that all your regular transactions move over to your new card, you’ll need to contact any company that uses your old credit card information for recurring payments and provide them with your new Visa® card information. This will be the best way to ensure that all payments transfer over and that there are no gaps.

When you receive your new Visa® card with chip technology, you will need to activate it using the instructions provided on the documentation that will come with your card. Please have your card in hand when you call to activate it as you will be asked to provide the CVV to verify the card.

Once your new card has been activated, you’ll need to make sure to properly dispose of and destroy your old card to prevent potential fraud on your account. This is very important and should be done as soon as your new card is in your hands.


FREQUENTLY ASKED QUESTIONS

 

WHAT IS A CHIP CARD?

Chip cards are normal debit or credit cards with a microchip embedded into the card. This chip will generate a unique, one-time code, which is needed to authorize each transaction on the card done in-person. This makes replicating your chip extremely difficult for criminals and thus, makes your card safer to use.

ARE THESE CHIP CARDS NEW? WHY DO I NEED ONE?

Although we're seeing the chips more recently in the United States, they have been used in other countries for quite a while. The purpose of these chip cards is to protect your information and make it more difficult for fraudsters to counterfeit your card. By not having your chip and solely replicating your magnetic strip, they don't have a necessary piece to authorize a transaction.

WHERE CAN I USE MY CHIP CARD?

You will be able to use your card wherever Visa® is accepted. If the merchant you're using your card at does not have a terminal that accepts chip cards, you'll simply swipe your card as you used to. If the merchant does have a chip terminal, you'll insert the card once prompted, follow the instructions on the screen, and then remove your card when prompted by the terminal.

DO I NEED TO USE A PIN?

In most cases, you'll sign for credit purchases as you did before. Some merchants may not require a signature at all for certain transactions.

CAN I USE A CHIP CARD AT A NON-CHIP MERCHANT TERMINAL?

Yes. Your card will work with both chip and non-chip terminals. If the merchant you are making a purchase with does not have a chip terminal, you will swipe as you used to. If the merchant has a chip terminal, then you'll insert your card to complete the transaction.

CAN I STILL USE MY CARD OVER THE PHONE OR ONLINE?

Yes. Your card should have no trouble with online or over the phone transactions. There will be no additional steps required to complete these types of transactions with your chip card.

CAN I CHOOSE TO SWIPE MY CARD INSTEAD OF INSERTING IT INTO THE TERMINAL?

No. If you do swipe your card instead of insert it into the terminal, you will be prompted to insert the card and the terminal.

HOW WILL I KNOW IF I NEED TO INSERT OR SWIPE MY CARD?

The terminal should tell you if it accepts chip cards. For example, the screen may say "INSERT/SWIPE NOW", which would mean that it does accept chip cards. If the terminal does not prompt you to insert your card, swipe your card and follow the prompts on the screen.

WHERE WILL I NEED TO SEND PAYMENTS IF I MAIL THEM?

You will now mail payments to this address: VISA, PO BOX 672051, DALLAS, TX 75267-2021.

WHAT NUMBER DO I NEED TO CALL TO MAKE PAYMENTS?

If you choose to make phone payments, you'll need to use the following number: (859) 442-4757.

WILL I STILL BE ABLE TO MAKE PAYMENTS AT THE CREDIT UNION BRANCHES?

Yes. Whether you choose to come in to our branches, call our direct line, or mail payments to 1001 Red Mile Road, Lexington, KY 40504, we will be able to make the payment towards your card.

WHAT IF I HAVE ACH OR AUTOPAY SET UP TO PAY ON MY VISA?

You will need to make sure all ACH and AutoPay to your Visa® are discontinued and other payment arrangements are made before your September payment is due.

WILL ONLINE BANKING BE CHANGING?

Yes. Your current Visa® online access is no longer available. Instead, you'll use your Greater Kentucky Credit Union Online Banking information to access your Visa® account. We will notify you when this platform is available in early September.

Make sure to stay up to date, read our email notifications, and check your statements for new information. We will update this page as we have more to share, so feel free to bookmark this page and check back often!

Do you have other questions about the Visa Credit Card conversion? Would you like to speak with someone about these upcoming changes? Email us at This email address is being protected from spambots. You need JavaScript enabled to view it. and chat with a representative today!

   
© 2018 Greater Kentucky Credit Union, Inc