FAQ - Desjardins Access Card and PIN

1. What is the Desjardins Access Card?
2. What is a PIN?
3. How do I choose my PIN and when should I change it?
4. How can I protect my card and my PIN?
5. I have heard about many cases of fraud. Should I be concerned?
6. How do I know if I have been victim of fraud?
7. What should I do if my card is lost or stolen?
8. What does Desjardins do to secure my card?
9. What should I do if I forget my PIN?

Click the Interac Association logo to obtain advice for consumers and merchants and read the FAQ.

What is the Desjardins Access Card?

You are given this card when you open an account in a Desjardins caisse . It is used to identify you at the counter or when you carry out transactions at ATMs and make direct payments to merchants.

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What is a PIN?

The Personal Identification Number (PIN) is your electronic signature, in a sense. Your Desjardins Access Card (or VISA Desjardins credit card) and PIN allow you to access your accounts and carry out transactions. If your card is stolen, no one can use it for transactions without entering the PIN that you have assigned to this card.

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How do I choose my PIN and when should I change it?

Select a PIN using information that is known only to you. If you use your address, telephone number, date of birth, etc., it could be more easily discovered. Change your PIN right away if you think someone has learned it.

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How can I protect my card and my PIN?

Here are a few basic pointers:

1. Do not lend your card to anyone.
2. Never give your PIN to anyone, not even to a caisse employee, police officer, friend or family member.
3. Always keep your card within view during transactions.
4. Memorize your PIN. Do not write it down anywhere, especially on your card.
5. Be discreet. Hide the keypad with your body or hand when you enter your PIN.
6. Refuse to enter your PIN on a keypad that you cannot hold in your hands.
7. Do not enter your PIN a second time without first verifying that the previous transaction was cancelled.
8. At the end of the transaction, recover your card and get a transaction receipt.

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I have heard about many cases of fraud. Should I be concerned?

Even if debit card fraud at ATMs and points of sale have made headlines, these cases are rare compared to the number of transactions carried out every year. However, it is important to follow certain safety rules.

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How do I know if I have been victim of a fraud?

Monitor transactions on your account regularly - this is an excellent way to detect fraudulent transactions. In the event of a discrepancy, contact your caisse immediately.

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What should I do if my card is lost or stolen?

Once you realize that your card is no longer in your possession (lost, stolen or retained by an ATM), notify your caisse immediately or call 1-800-361-5121. In case of theft, call the police as well.

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What does Desjardins do to secure my card?

Desjardins has a procedure in place to protect members against credit card skimming.

Desjardins deactivates your card immediately upon receiving notification of a lost or stolen card. Your new card must be picked up at your caisse .

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What should I do if I forget my PIN?

If you forget your PIN, you can get a new one by going to a Desjardins caisse with two valid IDs, at least one of which is signed. For security reasons, we cannot give you a new PIN by phone or e-mail.

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