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FAQs Customer Care Center

Chip Cards

Q. What is a chip card (also known as an “EMV card” or “smart card”)?
A. A chip card is a debit or credit card that contains an embedded microchip as well as traditional magnetic stripe. The chip encrypts information to help increase data security when performing transactions at merchant terminals or ATMs that are chip-enabled ultimately providing better protection against counterfeit card fraud.

Q. When can I expect to receive a debit card with chip technology?
A. If you don't have a debit card with chip technology today, you'll receive one during the month in which your existing card expires, regardless of the year. For example, if your current card’s expiration date is July 2017, you can expect your new card to arrive July 2016. Until then, your existing card will continue to be accepted at all merchants.

Q. Can fraud still occur on my chip card?
A. YES. This technology simply adds an additional layer of fraud protection, specifically against counterfeit fraud if the merchant’s terminal is chip-enabled. It does not prevent data breaches from occurring, but it will make it much more difficult for criminals to profit from what they steal. If the fraudulent transaction was conducted at a non-enabled terminal or online the transaction could be approved.

Q. What if fraud does occur on my chip card?
A. In the event of a fraudulent transaction consumers still have zero-liability protection. Contact us immediately at 617-969-4300.

Q. How do I use my chip card at chip-enabled terminals?
A. 1. Insert your card into the terminal with the chip first, facing up. 2. Leave the card in the terminal until the transaction is complete. 3. Sign your name. (There may be some merchants that do not require the signature, typically due to a low dollar amount.)

Q. How do I use my chip card at a terminal that is NOT chip-enabled or online?
A. Many merchants have the technology in place but have not turned it on. If you insert your chip card and nothing happens, you will simply swipe your card to complete the transaction. Online transactions will require you to enter your card information as you normally would and are not more secure due to chip technology.

Q. How do I use my chip card at an ATM?
A. Your chip card will work at any ATM regardless of if it is chip-enabled or not. Simply continue to follow the prompts on the screen. If it is a chip-enabled ATM it will hold your card during the transaction.

Q. Will my chip card work internationally?
A. You’ll enjoy greater acceptance when traveling. Chip technology is more common outside the United States, enabled in over 130 countries around the world, including Canada, Mexico, and the United Kingdom. Please always remember to contact us before your trip to ensure continued access to your funds.