Print

PIN Change FAQ

I didn’t get an email for my card. What’s going on?

We may have had an old email address (or no email address!) on file at FedChoice at the time we sent the email. Please contact us by email or by calling 301.699.6151 to get your reference number.

We have two debit cards in my house. I got an email with the other person’s name on it. Why? I also want to know why I didn’t I get one for me?

Your email address was in the system for their name. We would be happy to help you update all of this information and ensure that you have the correct reference number. Please note, the unique number that was provided in the email will only work for the name specified for that debit card.  For example – on the account is John and Jane Doe. John receives an email with Jane’s name. Jane will be able to use the information in the email to change the PIN on her card. John will need to contact the credit union to get his code. At that time, we will work with you to update the contact information on the account.

Why did I get so many emails?

You may be on a number of different accounts and we wanted to provide everyone with the opportunity to change their PIN on any/all of their accounts.

I called in and the system said I needed to contact my credit union. Why?

There are any number of reasons for this. When we conducted our internal testing, we found that it’s likely the phone number that you are calling from. For security reasons, the system requires that you call from your listed primary phone number.

I can’t remember what I have as my primary phone number. Is there a way I can check?

You may login to eBanking to confirm what you primary phone number is. Simply click on “My Info” to review your account information. You may also update your phone number while in the eBanking system, however it may take up to 24 hours for this information to be updated in the automated PIN Change system.

I changed my number, I’m still not able to update my PIN. What is going on?

If you have already waited the 24 hours for the automated PIN Change system to update your information, please give us a call at 301.699.6151 so that we may better assist you. We find that these continuing issues are best addressed on a case by case basis.

Why couldn’t I change my PIN before now?

Recently, FedChoice underwent a change in our card process – we moved from one processing company to another. During the initial phase of the conversion, to allow all of the new chipped debit cards to be issued, we had to stay with the system generated PINs. Since we've now fully moved to the new processing partner, there are many new systems we're able to support – such as PIN change via phone.

I never received my new Debit Chip Card. Can you tell me why?

There are a number of reasons that you may not have received a card. Please contact us by calling 301.699.6151 or by logging into eBanking so that we may assist you further.