Account & Card Security FAQs
Control your debit and credit cards by locking and unlocking them whenever you need.
My joint accountholder lost their card; can I lock it?
Locking a card can only be completed by the individual cardholder using their own Web Branch login. In cases of lost/stolen cards, joint accountholders may cancel and obtain a replacement card by calling us or visiting a local branch.
Will you automatically send me a new card if I lock it?
No. Locking a card will only block new authorizations on your current card. To cancel your card and receive a replacement, visit Manage Cards in Web Branch or visit a local branch for a new Instant Issue card.
I see a transaction I don't recognize; should I lock my card?
Yes, you should lock your card immediately while you research the charge. If you determine that the purchase was not made by you or a joint cardholder, you should dispute the charge as an unauthorized transaction. If you did authorize the charge, you can unlock your card for immediate access to your account.
When a debit card is locked, can ATM transactions be done?
No, when a card is locked only pending transactions, payments and recurring purchases, such as memberships or online subscriptions, will still be completed.
Will locked cards work in my Mobile Wallet?
No, if a card is locked, purchases made with a Mobile Wallet will be declined.
Can I make a payment to my card when a card is locked?
Yes, payments will process when your card is locked.
Will my auto pay process if my card is locked?
Yes, your auto pay will process when your card is locked.
Can I lock my ATM-only card?
No, only Visa debit and credit cards can be locked.
Can I dispute charges when my card is locked?
Yes, you may dispute transactions on a locked card.
Why should I lock my card instead of canceling it?
A card should be locked if you believe it has been temporarily misplaced, as it can be unlocked immediately in Web Branch if found (data/Wi-Fi access required). A card should be canceled if it cannot be found or if your card has any unauthorized activity.
How quickly does the lock functionality take effect?
The card will be locked within seconds of completion.
Which of my transactions will be approved if my card is locked?
Some activity will continue, including pending transactions and recurring purchases, such as memberships or online subscriptions, for which you are still responsible.