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FAQ - ATMs - Using a Desjardins Access Card and PIN

You are given this card when you open an account in a Desjardins caisse. It is used to identify you at the counter and allows you to make transactions at ATMs and direct (debit card) payments to merchants. It also gives you access to AccèsD Internet, AccèsD Telephone and AccèsD mobile.

Learn more about the Desjardins Access Card.

Learn more about ways to bank.

For more information, see Open an account and become a member.

For security reasons, your debit card is suspended when you enter the wrong PIN 3 times. To reactivate it, go to a Desjardins caisse counter with 2 pieces of I.D., including 1 with a photo and signature.

If your card is suspended after 3 wrong birthdates, only the caisse where the folio is held can reactivate it (your card cannot be reactivated in any other caisse). Present yourself in person at your caisse with your debit card and 2 pieces of valid I.D., including 1 with a photo and signature.

If you can't go to your caisse in person, contact 1-800-CAISSES (1-800-224-7737) to get a replacement card (fees may apply).

If you go on a trip, you can advise us you'll be using your your Desjardins credit card abroad on AccèsD, and avoid having to call us or go to your caisse. The service is available 24 hours a day, 7 days a week.

You don't need to advise us that you'll be using your Desjardins debit card abroad.

Tips

  • Take a second Desjardins Access Card with you in case of theft or loss. You can keep the second card with your important documents.
  • Have another payment available, such as a credit card or traveller's cheques.
  • Make sure to use a PLUS* network ATM. This network is the equivalent of Canada's InteracMD network and recognizes 5-digit PINs, like the one used for your card. If you're asked to enter a 4-digit PIN during a transaction, enter your 5-digit PIN anyway.

To learn more, see Travelling.

Your Desjardins Access Card is valid until the last day of the month in the card expiry date. Cards are automatically renewed and mailed to the address on file for the account. You should receive your new card 1 to 2 months before your current one expires.

If you haven't received your new card, contact 1-800-CAISSES (1-800-224-7737).

Contact us immediately to report a lost or stolen card. We'll see to it that a new card is issued right away.

Our telephone contact numbers are also listed on the reference document forwarded to you along with your card. Please keep it handy at all times but separate from your card.

The service is available 24 hours a day, 7 days a week.

Montreal area: 514-281-9289
Canada and the U.S.: 1-800-361-5121
Other countries: 514-281-9289, option 2 (collect call)
Ask the operator to press option 2 before putting the call through.

Lost or stolen I.D.

If your I.D. is lost or stolen, we strongly suggest you contact the Equifax and TransUnion credit reporting agencies to let them know. They'll add a note to your credit file to help reduce the risk of fraud or identity theft. Fees may apply.

Equifax: 1-800-465-7166
TransUnion: 1-800-663-9980

For security purposes, Desjardins limits the total amount of ATM withdrawals that can be made at ATMs operated by Desjardins, another financial institution in Canada or another business to $1,000 a day. This aims to minimize the amount that can be fraudulently withdrawn.

However, the maximum amount permitted per withdrawal may vary from one institution to another. At Desjardins, the maximum amount per withdrawal is $500 per day. More than 1 transaction may be required to withdraw a total of $1,000.

As a member of the Interac Association, Desjardins participates in raising awareness to protect debit card Personal Identification Numbers. See the new "Protect your PIN" labels.
Logo Interac Protégez votre NIP

*Trademark of Interac Inc.

A Personal Identification Number (PIN) is your electronic signature. Your Desjardins Access Card (or Desjardins credit card) and PIN allow you to access your accounts and make transactions. If your card is stolen, no one can use it to make transactions without entering the PIN that you have assigned to the card.

Find out more about the Personal Identification Number (PIN).

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 at an ATM or caisse.

If you forget your PIN, you can get a new one by going to a Desjardins caisse with 2 valid pieces of ID, including at least one with a photo and signature.

For security reasons, we cannot give you a new PIN by phone or e-mail.

If you want to use your Desjardins Access Card (debit card) outside the country, always be sure you're using a Plus network ATM. This is the equivalent of the Interac network in Canada and accepts passwords between 4 and 13 characters. Enter your 5-digit PIN as usual. Note that a fee of $3 in North America and $5 elsewhere in the world is assessed for each withdrawal made on the Plus network (additional fees may also be charged by the ATM owner).

To find out which financial institutions are on the Plus network in the foreign cities you will be visiting, go to http://www.visa.com/atms.

We recommend you always have another way of getting local currency in case of problems. You can get foreign currency from your caisse if you request it in advance.

Note that you do not need to contact your caisse to say you'll be using your Desjardins debit card abroad. If you have a Desjardins credit card, however, you can notify us on AccèsD by clicking on Add travel notification (under Options next to the card of your choice, click on Manage this account) or contacting Desjardins credit card by phone.

For contact information, see Contact us.

If you believe you may have been victim of ATM fraud or if your card gets stuck in an ATM, report it immediately by calling 1-800-CAISSES (1-800-224-7737).

A service advisor will cancel your card on the spot, at your request.

Find out more about protecting yourself against credit or debit card fraud.

Even if debit card (Desjardins Access 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.

It is important, however, to follow certain safety rules.

Get a few pointers concerning your Personal Identification Number (PIN).

To find out more about card fraud, see Don't be a victim.

Desjardins has a procedure in place to protect members against debit card (Desjardins Access Card) skimming. Your card is immediately deactivated when skimming is detected. You'll receive an automated call informing you of the situation and be asked to change your PIN at an ATM or a nearby caisse.

If you detect fraud on your Desjardins Access Card, you can report it at one of the following numbers and we’ll see to it that a new card is issued right away.

Canada and the U.S.:

  • Personal and business cards: 1-866-335-0338
  • Collect: 1-800-361-5121, option 2 (24 hour a day, 7 days a week)

Desjardins has also implemented additional security measures that confirm your identity when you use your Desjardins Access Card (debit card). These measures are in addition to asking for your personal identification number (PIN).

To learn more, see How we protect you and Don't be a victim.

You can have several cards for your Desjardins folio. However, card issuance fees apply and you must allow time for the cards to be mailed to you.

Desjardins doesn't currently offer contactless technology on debit cards.

No. Minors can only apply for a Desjardins Access Card in person at the caisse where the account is held, in the presence of a parent or legal guardian and upon presentation of acceptable ID.

For caisse contact information, see Find us.

Desjardins Access Cards come in only one language (French or English). To change the language preference, a change must be made to your file and a new card forwarded to you (fees may apply).

For caisse contact information, see Find us.

For security reasons and to protect your file, please contact us. The card left behind may have to be destroyed and a new card issued (fees may apply and time allowed for your new card to be mailed to you).

For contact information, see Contact us.

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® Interac is a registered trademark of Interac Inc. Used under license. [Back]

* Visa Int./Fédération des caisses Desjardins du Québec, licensed user. [Back]

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