| Q: My card doesn't work, or my transaction was declined. |
| A: If your card doesn't work, there could be several causes. If it appears as though your card is not being accepted before you even attempt a transaction, the magnetic stripe on your card may be damaged. The magnetic stripe stores the necessary data for all terminals to initiate transactions. Stripes can sometimes become demagnetized if exposed to extreme conditions or certain materials. Never store your cards where they are exposed to high heat (such as on the dash of your vehicle), in an eel skin wallet, or near any magnets. If you are being declined for only certain transactions or want further information on a transaction that was not approved, contact your financial institution for assistance. |
| Q: How do I get a replacement card? |
| A: Contact the financial institution that issued your card. If your previous card was lost or stolen, make sure to notify your financial institution as soon as possible. |
| Q: I forgot my PIN (Personal Identification Number) |
| A: If you forget your PIN, you can contact your financial institution and ask them to issue you a replacement. Financial institutions do not have access to your PIN number, so they cannot give it to you immediately. You will normally receive a copy of your PIN in the mail within a few days after you request it be reissued. |
| Q: My card was lost or stolen - What should I do? |
| A: If your card was lost or stolen, it is important to report it to your financial institution as soon as you notice that it is missing.
Report all the details you can, such as the last time you had your card, what your last known transaction was and if anyone other than yourself knew your PIN number or had access to your card.
The sooner you report the loss, the better chance you have of preventing fraud. |
| Q: My ATM card was captured by an ATM. |
| A: ATMs may retain a card for a number of reasons. To inquire and request a new card contact your financial institution. |
| Q: I am going on a trip and want to know where I can use my card. |
| A: Your card will work at any location that displays one of the logos shown on your card. These may include Alaska Option, Plus, Visa, Alaska Option, CO-OP, Cirrus, or MasterCard. |
