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Chip and PIN - Everything you need to know...
Q. What is Chip & PIN?
A. Chip and PIN is a secure card payment system that is being introduced to help prevent fraud. Soon, most UK credit and debit transactions in shops and other retail outlets will be authorised by keying in a unique PIN, rather than by signing a receipt. A PIN (Personal Identification Number) is a 4-digit code either assigned to, or chosen by a cardholder to help prove that they are the authorised owner of a card when making a chip and PIN based transaction. The same PIN is required when using a cash machine.
Q. What does this mean for me?
A. When shopping in supermarkets or the high street, or anywhere you used to sign for your purchases, you will have to input your 4-digit PIN instead. For the time being you will still be able to sign to authorise the payment but this facility will soon be withdrawn.
Q. Why are we changing?
A. Credit and debit card fraud is a big issue. More than £402 million of fraud was committed on UK cards in 2003. Chip and PIN cards have been working successfully in France for the last 10 years and have help to significantly reduce fraud.
Q. What if I can’t remember my PIN?
A. All you need to remember is a simple 4-digit number. You’re probably already used to remembering a PIN for debit cards, or somebody’s phone number. You can also change your PIN to something easy to remember.
Q. How can I change my PIN to something easy to remember?
A. Go to any Halifax or Bank of Scotland cash machine, enter your existing PIN and select the PIN services option. Follow the instructions to change your PIN and enter a 4-digit number of your choice. Select a number that is easy to remember, but not something obvious like your birthday or numbers like 1234 or 9999. Try the time you wake up, the number of the bus you take to work, the year your team won the FA Cup. Perhaps you could try your spouse’s month of birth with a child’s year of birth or other combinations. Choose it, change it, use it! You will not be able to change your PIN 90 days before your card expires, or 60 days for a debit card.
Q. When do I have to learn my PIN by? Is there a deadline?
A. Things are moving fast more and more shops are installing chip and PIN terminals. You may find some shops that might not accept your signature, that's why it's a really good idea to personalise your PIN when you receive your chip and PIN enabled card so it's easy to remember.
Q. What happens if I enter the wrong PIN when shopping?
A. When shopping if a customer enters their PIN incorrectly three times in a row (even at different shops), their PIN will become 'locked'. They will need to go to a Halifax or Bank of Scotland branch ATM in order to 'unlock' their PIN – follow the onscreen instructions. They will not be able to use their card with their PIN in shops until it is unlocked. If a customer has forgotten their PIN completely they will need to contact us so we can send out a reminder.
Q. I've forgotten my PIN what shall I do?
A. If you can't remember your PIN then call 08457 28 38 48 and we’ll send you a PIN reminder in the post.
Q. Will I still need to sign my card on the reverse of my new chip and PIN card?
A. Yes, you should still sign your new chip and PIN card when you receive it. For those situations where a retail outlet or till does not have a PIN keypad, they will still require a signature from you to verify your transaction.
Q. Do I need my PIN for telephone or internet purchases?
A. No in the same way as you don't use your signature, you won't use your PIN to confirm those transactions. You should never disclose your PIN over the telephone or internet.
Q. I'm an additional credit cardholder will I get my own PIN?
A. Yes. Additional credit cardholders will be sent a separate PIN.
Q. What happens if my card is stolen or I lose it?
A. As soon as you realise your card is missing, please telephone us immediately on 08457 20 30 99. The lines are open 24 hours a day, 7 days a week. If you are calling from abroad or in the case of an emergency, just ask the operator to reverse the charges. You'll find the number you need on your statement.
Q. What should I do if I think someone knows my PIN?
A. You should never write down your PIN or tell it to anyone (including shop assistants and bank staff). If you suspect someone knows your PIN you should change your PIN immediately at any Halifax or Bank of Scotland branch cash machine. If you are unable to change your PIN immediately, call us straight away on the number on the back of your card or on your statement.
Q. Will my PIN or bank details be kept at the retailers payment terminals or in their computers?
A. No. However the till receipt will carry the words 'Verified by PIN'.
Q. Can I use my new chip and PIN card abroad?
A. Some countries have already installed the technology; some have not. Where it has been installed just use your PIN as in the UK. Where the technology has not yet been installed, you will not be asked to put in your PIN, so just sign as now
Q. What happens if I am abroad and forget my PIN or need to change it?
A. If you are travelling abroad make sure you know your PIN before you leave. You can't change your PIN or unlock it when you are abroad, but you can request a reminder which will be sent to your home address.
Q. I haven’t yet received a chip and PIN enabled card, when will I receive one
A. You will receive a chip and PIN card when your old card expires. The PIN on this card will be the same as your current number.
Q. Where can I get more information?
A. The chip and PIN website at www.chipandpin.co.uk (new window) has more information.
