Your debit card usually works without you having to give it a second thought—until a purchase is declined, a charge looks unfamiliar or your card goes missing. Here’s how to handle some common problems.
Declined card
- Start by checking your available balance in online or mobile banking. A pending transaction may have reduced what’s available to spend. If available balances are sufficient, check MSB Safecard to make sure your card is turned on and that a spending limit or transaction setting isn’t blocking the purchase.
- Check for a fraud alert, too. For your protection, we may ask you to confirm a purchase. Simply follow the instructions in the alert. You can usually try the purchase again within 5 to 10 minutes after confirming it. If the purchase wasn’t yours, let us know.
- Still not sure what happened? Call us at 1-877-463-6287, and we’ll help.
Lost or stolen card
- Turn your card off through MSB Safecard in online or mobile banking as soon as you notice it’s missing. Then call 1-877-463-6287 to report it lost or stolen and request a replacement. You can also visit a branch to get a new card instantly issued. Turning your card off helps while you take the next step, but it does not report or close the missing card.
- Review your recent transactions and tell us immediately if you see anything you didn’t authorize. Prompt reporting can affect your responsibility for unauthorized transactions. Once you receive your replacement card, remember to update recurring payments, add the new card to your digital wallet and set up your card alerts again.
A charge you don’t recognize
- You don’t have to lose your physical card for someone to use its information. If a transaction looks unfamiliar, check the date, amount and merchant details. Sometimes a business appears on your statement under a name you don’t recognize.
- If you still don’t recognize the charge, contact us right away at 1-877-463-6287. We can help you review it and take steps to protect your account.
More quick fixes
- Your balance looks lower than expected. Check for pending transactions. The amount available to spend can differ from your account balance while a purchase is still processing.
- You forgot your PIN. Login to online or mobile banking and update your PIN through MSB Safecard. This option is available 24/7.
- You received a fraud alert and aren’t sure it’s real. If something feels off, call us at 1-877-463-6287. Never give someone your debit card PIN over the phone to confirm a transaction (we would never ask for that!)
- Tapping to pay didn’t work. Try inserting your card when prompted. Some payment terminals may not accept contactless payments.
A little preparation goes a long way
Turn on transaction alerts, keep your contact information up-to-date and take a moment to explore MSB Safecard before you need it. Then, if your card goes missing or a purchase doesn’t go through, you’ll know where to start.And if you’re still stuck, you don’t have to figure it out alone. Call us at 1-877-463-6287 and we’ll help you get back on track.