FAQ
General questions
- What is a chip card?
- What kind of chip cards does Desjardins issue?
- What are the main differences between magnetic stripe cards and chip cards?
- Does that mean that magnetic stripe cards are no longer secure?
- Just how do chip cards protect me against card skimming?
- Are chip cards accepted everywhere magnetic stripe cards are?
- Do I have to put a PIN on my magnetic stripe credit card immediately?
- Do they work the same way as in Europe?
- When did Desjardins begin issuing chip cards?
- Will my magnetic stripe card still be accepted in ATMs throughout the world?
VISA Desjardins chip cardholders
- I’ve forgotten my PIN. How can I get a new one?
- I’d like to change my PIN. How do I do this?
- I’ve heard that magnetic stripe cards are no longer accepted in Europe. Is this true?
Businesses
- When will my business have to convert its credit card?
- I’m the primary cardholder on an account on which there are several cards with different expiry dates. Will they all be replaced at the same time?
Merchants
- Will chip cards completely eliminate chargebacks?
- Who will be in charge of training the merchants for the transition period?
- Will chip cards that include other payment methods such as contactless payment be accepted by Desjardins point of sale terminals?
- When will Desjardins replace my existing POS terminal with a chip-enabled terminal?
- How much will it cost to replace my terminal?
- To what extent am I held responsible for fraud if I don’t have a chip-enabled terminal?
Launch in Saint-Jérôme
- Why did Desjardins choose Saint-Jérôme to launch the chip cards?
- When and how did the launch in Saint-Jérôme take place?
- What support is available to Desjardins Access Card and VISA Desjardins cardholders during the Saint-Jérôme launch?
- Who is responsible for training the Saint-Jérôme merchants?
Kitchener-Waterloo trial
- Over what period will chip card technology be tested in the Kitchener-Waterloo area?
- What is Desjardins’s role in the Kitchener-Waterloo trial?
- What support is available to Desjardins Access Card and VISA Desjardins cardholders in the Kitchener-Waterloo area?
General questions
- What is a chip card?
A chip card is a credit or debit card with a built-in microchip. Because of its features and the way it works, chip cards are the most secure solution on the market to prevent card skimming.
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- What kind of chip cards does Desjardins issue?
- What are the main differences between magnetic stripe cards and chip cards?
Chip card technology offers increased security because it reduces the risk of card skimming. The way chip cards are used differs slightly from magnetic stripe cards.
- Chip credit card transactions are authenticated by a personal identification number (PIN) instead of a signature, speeding up transaction time at merchant terminals.
- Chip cards must be inserted and remain in the point of sale terminal until the transaction is completed.
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- Does that mean magnetic stripe cards are no longer secure?
Magnetic stripe cards are secure and chip card technology will only step up this security.
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- Just how do chip cards protect me against card skimming?
Chip card technology increases protection against card skimming. But it only does so if transactions are made entirely using chip card technology, meaning on chip-enabled point of sale terminals.
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- Are chip cards accepted everywhere magnetic stripe cards are?
- Do I have to put a PIN on my magnetic stripe credit card immediately?
You don't have to put a PIN on your credit card right away. However, PINs are useful if you want cash advances at Desjardins, Interac, Plus and VISA ATMs.
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- Do they work the same way as in Europe?
- When did Desjardins begin issuing chip cards?
Desjardins began issuing Desjardins Access Cards and VISA Desjardins cards with chips in spring 2008 in the Kitchener-Waterloo, Ontario, and Saint-Jérôme, Quebec, areas.
In fall 2008, some expiring VISA Desjardins credit cards will be replaced with chip cards. Remaining VISA Desjardins cards will be replaced gradually over the next few years.
As for debit card transactions, Desjardins Access Cards will be issued gradually beginning January 2009.
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- Will my magnetic stripe card still be accepted in ATMs throughout the world?
Magnetic stripe credit and debit cards (as well as all chip credit and debit cards) will still be accepted at ATMS in the PLUS network worldwide and the Interac network in Canada.
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Desjardins chip cards are used just like magnetic stripe cards but allow you to make transactions that are even more secure since they reduce card skimming.
TopChip card technology requires new equipment, which is being implemented on a gradual basis with merchants everywhere. For transitional purposes, VISA Desjardins credit cards and Desjardins Access cards will have both a microchip and a magnetic stripe so they can be accepted everywhere whether chip card technology is available or not, including abroad.
TopOur chip card technology is the same as the one currently used in Europe. Desjardins cards are compatible with chip-enabled equipment on that continent.
TopVISA Desjardins chip cardholders
- I’ve forgotten my PIN. How can I get a new one?
To get a new PIN, you must call the Customer Service Department of Desjardins Card Services at 514-397-4415 or 1-800-363-3380 (personal cards), or 514-397-4600 or 1-800-566-5662 (business cards).
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- I’d like to change my PIN. How do I do this?
To change your PIN, you must call the Customer Service Department of Desjardins Card Services at 514-397-4415 or 1-800-363-3380 (personal cards), or 514-397-4600 or 1-800-566-5662 (business cards).
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- I’ve heard that magnetic stripe cards are no longer accepted in Europe. Is this true?
No. VISA Desjardins cardholders should be able to use their magnetic stripe card in Europe without problem. However, some transactions made when no attendant is present, such as pay-at-the-pump transactions at self-service gas stations, may require a chip card. If you need assistance and there is no one there to help you, call the Customer Service Department of Desjardins Card Services at 514-397-4415 or 1-800-363-3380 (personal cards), or 514-397-4600 or 1-800-566-5662 (business cards).
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Businesses
- When will my business have to convert its credit card?
The conversion will begin in 2008 and will span a few years. Your company Business Card will be replaced with a chip card when it next expires.
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- I’m the primary cardholder on an account on which there are several cards with different expiry dates. Will they all be replaced at the same time?
Cards with different expiry dates will be replaced one at a time, and cards with the same expiry date will all be replaced at the same time.
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Merchants
- Will chip cards completely eliminate chargebacks?
Chip card technology will reduce skimming fraud, which will considerably reduce chargebacks.
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- Who will be in charge of training the merchants for the transition period?
Desjardins Card Services will train both merchants and personnel during the transition period.
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- Will chip credit cards that include other payment methods such as contactless payment be accepted by Desjardins point of sale terminals?
Yes. Desjardins POS terminals can securely process contactless payment transactions whether they accept chip cards or not.
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- When will Desjardins replace my existing POS terminal with a chip-enabled terminal?
Desjardins will begin implementing chip-enabled POS terminals in January 2009. From that point on, merchants may contact Desjardins Card Services to request their terminal be replaced.
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- How much will it cost to replace my terminal?
All charges associated with replacing POS terminals and the training of personnel will be the responsibility of Desjardins.
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- To what extent am I held responsible for fraud if I don’t have a chip-enabled terminal?
No changes will be made to the rules until October 2010 regarding responsibility in the event of fraud.
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Saint-Jérôme launch
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Why did Desjardins choose Saint-Jérôme to launch the chip card?
The choice was made because of several representational factors, such as the large number of Desjardins merchants and Desjardins Access Card and VISA Desjardins cardholders in the area, ensuring a sizeable number of chip card transactions.
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When and how did the launch in Saint-Jérôme take place?
Over the course of spring 2008, Desjardins Access Cards and VISA Desjardins cards were issued to members and cardholders living in the Saint-Jérôme area. Chip-enabled point of sale terminals that accept Interac, VISA and MasterCard transactions were also installed at several Desjardins merchant locations. Desjardins ATMs were also adapted to accept chip cards.
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- What support is available to Desjardins Access Card and VISA Desjardins cardholders during the Saint-Jérôme launch?
Members with chip versions of the Desjardins Access Card can contact their caisse or call 1-800-CAISSES or 1-877-ACCESD A (business members). VISA Desjardins chip cardholders can call the Customer Service Department of Desjardins Card Services at 1-800-363-3380 (personal cards) or 514-397-4600 or 1-800-566-5662 (business cards).
Top - Who is responsible for training the Saint-Jérôme merchants?
The Desjardins Card Services team will oversee the training of Saint-Jérôme merchants.
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Kitchener-Waterloo trial
- Over what period will chip card technology be tested in the Kitchener-Waterloo area?
The Kitchener-Waterloo trial began in the fall of 2007 and will continue until fall 2008. Desjardins began issuing debit and credit chip cards for the trial in March 2008.
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- What is Desjardins’s role in the Kitchener-Waterloo trial?
In March 2008, Desjardins Access Cards and VISA Desjardins cards were issued to members and cardholders residing in the Kitchener-Waterloo area. The Kitchener-Waterloo test, which brought the entire Canadian payment industry together, will enable industry partners to verify the interaction between chip cards and devices before their introduction throughout the country.
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- What support is available to Desjardins Access Card and VISA Desjardins cardholders in the Kitchener-Waterloo area?
Members with chip versions of the Desjardins Access Card can contact their caisse or call 1-800-CAISSES or 1-877-ACCESD A (business members). VISA Desjardins chip cardholders can call the Customer Service Department of Desjardins Card Services at 1-800-363-3380 (personal cards) or 514-397-4600 or 1-800-566-5662 (business cards).
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