Debit & Credit FAQ


Mastercard® Debit Card
Mastercard® Credit Card
Visa® Debit & Credit Card Transition
Visa® Debit & Credit Card Transition Continued
Visa® Debit & Credit Card Transition Continued











Mastercard® Debit Card
I’ve misplaced my debit card. How can I temporarily suspend my card from being used?
Login to Digital Banking and select Card Services, then Debit Card Controls , and turn off access to the cards you can’t locate. You can turn them back on when you relocate them and want to begin using again.
How do I report my debit card lost or stolen?
Through Digital Banking, select Card Services, then Debit Card Controls. Select Card Details for the lost or missing card, and then select Report Lost or Stolen.  You may also contact IMCU Member Services as soon as you notice your card has been lost or stolen. 800.556.9268
How do I report suspicious transactions or suspected fraud on my account or with my debit card?
FRAUD ON YOUR ACCOUNT:

If you know you’ve had fraud on your account, you may be able to dispute a transaction in digital banking. Login to Digital Banking, navigate to your transaction in question and select the 3 dots to the right. If the option of Dispute Transaction appears, you can select that option and complete the request. 

You may also contact Member Services during business hours and file a dispute for the fraudulent charges.  Outside of business hours, call 800.556.9268 and listen for the prompts to be directed to cancel your debit card to avoid additional fraudulent charges.  Contact Member Services the next business day to file a dispute.  Member Services – 800.556.9268

 

RECEIVED A CALL FROM THE IMCU FRAUD DEPT:

If you have received a call from the Fraud department regarding fraudulent charges, return the call to verify transactions in order for standard use to resume. Fraud Services - 888.918.7313  

 

IF YOU HAVE LOST YOUR DEBIT CARD:

If you have lost your debit card, login to Digital Banking and select Card Services. Select the card you have lost and choose Report Lost or Stolen. You may also contact Member Services at 800.556.9268. Outside of business hours, please call 866.541.2915.

 

PIN CONCERNS: 

If you need to set or reset a PIN, contact 888.886.0083

How do I activate my debit card?
A removable sticker will be on your new debit card when in arrives it the mail. Call the number on the sticker to activate the card. 1.800.631.3197
Is there a fee for using my debit card?
No, IMCU doesn’t charge fees for using your debit card, provided you have funds in your account to cover the transaction.
What does EMV Chip Card mean?
EMV Chip cards provide an extra layer of protection with information programmed into a chip within the debit card. The information is personalized for your account and each transaction is unique, adding a new safeguard against fraud.
How do I get a Replacement Debit Card?
You can visit any IMCU Branch and have a replacement debit card printed and sent to you. In addition, you can call Member Services at 800.556.9268 to have one mailed to you.






Mastercard® Credit Card
Can I still redeem my reward points during a card transition?
Yes, if you currently have an IMCU credit card with rewards, you can continue to redeem your points through the transition and your remaining points will be transferred to your new card. 
How can I prepare for a new IMCU Credit Card? 
You will receive a new IMCU credit card, with a new credit card number. Please prepare to adjust your card number for any automatic payments you may have be gathering a list of locations to update. This will assist in a smooth transition.
How do I activate a new IMCU Credit Card?
Call 800.631.3197 (the number on the sticker of your new card) from the primary phone number on your account. Be prepared to answer a few security questions based on the primary card holder's information. Be sure to destroy your old IMCU Mastercard credit card.
How do I access my IMCU Credit Card Information?
You have access to your credit card history when you log in to Digital Banking and select "Card Services", then "Credit Card". 
How do I create a new pin?
To create a new PIN for your new card, call 888.886.0083
What is the address for Bill Pay? 
Indiana Members Credit Union
P.O. Box 71050
Charlotte, NC  28272-1050
VIsa® Debit & Credit Card Transition
Why am I getting a Visa® Debit Card?
IMCU is upgrading our debit cards from Mastercard® to Visa®. With Visa®, we offer products and benefits that you will enjoy.
My Mastercard® has not expired - why am I getting a new card?
We are upgrading your Mastercard® Debit Card to a Visa® Debit Card. You may continue using your Mastercard® through August 26. Starting August 27, please destroy your Mastercard® debit card and begin using your Visa® Debit Card.
What is the timeline on the Visa® Debit Card transition?
Visa Debit Cards will be mailed in August and arrive in homes beginning August 8. Continue to use your Mastercard Debit Card through August 26. August 27, activate your new Visa® Debit Card and begin using. Destroy your Mastercard® Debit Card after you have received and activated your Visa®.
Will I have the same card number on my Visa® Debit Card that I had on my MasterCard® Debit Card?

No, your new card comes with a new account number, expiration date and security code. Please update the following once your card arrives:

  • Merchants who regularly bill your previous account through automatic, card-on-file or recurring payments
  • Merchants who have your card-on-file, e.g., online retailers, utilities, gym memberships
  • In-app purchases e.g., Amazon, Starbucks, Chik-fil-a
  • Any bill pay service you use to regularly pay your bill
I have not received my new Visa® Debit Card. How do I get one?
  • Before August 27: The card will be mailed to the address we have on file. If that address is incorrect, the card will be returned to the credit union and sent to the originating branch for your account. Your account will be noted when the card is available at the branch, and we will call you to let you know we have your card.

  • On or after August 27: If the originally mailed card is not available, the branch can create a new card for you.

Now that I have received a replacement Visa® debit card, what do I do with my Mastercard®?

Continue using your Mastercard® through August 26. Beginning August 27, you will need to destroy your Mastercard® debit card, as it will no longer work. On August 27, you should activate and begin using your new Visa® Debit Card.
Visa® Debit & Credit Card Transition Continued
I just received my new Visa® Debit Card. Why can’t I activate it?
You can activate your new Visa® Debit Card on August 27 and begin using it. Until then, continue using your Mastercard® Debit Card through August 26.
How do I add my card to my digital wallet?
Your Digital Card is located in your IMCU Digital Banking App. To access the Digital Card information, go to ‘Card Services - Card Controls.’ Pick the digital card you would like to review, select “View Card Info.”  You will be asked to select a method to receive your SAC code, once the SAC code is verified, you will receive your card information including Card number, expiration date and CVV/CVC code. This information can then be used to add the card to your digital wallet
How do I set my PIN on the Visa® Debit Card?
You can set your PIN while activating your card using the activation number included with your Visa® Debit Card, or call 1.888.886.0083
I am out of town and it is on or after August 27. My Mastercard® Debit Card has stopped working, what should I do?
Your physical Visa® Debit Card was mailed to you in early August. You also have a digital Visa® Debit Card available in your IMCU app. You can add this card to your digital wallet and begin using it immediately for contactless transactions. See “How do I add my card to my digital wallet for instructions.”
Am I getting a new Visa® Credit Card?
If you have a Mastercard® Credit Card, more information will come later this year regarding the upgrade to a Visa® Credit Card.
What are the new benefits of having a Visa® card?
New Benefits:
  • Roadside Dispatch: 24-hour access to roadside assistance.
  • Auto Rental Collision Damage Waiver: Covers damage, theft and towing.
  • Travel Accident: Provides accidental death and dismemberment coverage.
  • Porch Piracy Protection (consumer products only): Reimburses if an eligible item is stolen.
  • International Travel: Uses continues.
To see all benefits click here!
Visa® Debit & Credit Card Transition Continued
Can I tap to pay with my new Visa® debit card?
Yes, contactless payments are the most secure, quick and accepted in many places. Just tap the card for payment where you see the contactless logo!