Pen or PIN - FAQ
From what date will I be able to use my PIN?
Why are Australian financial institutions making this change?
What if I don't want to use my PIN and would rather sign the receipt as I do now?
What are the advantages of using a PIN instead of a signature?
Will I need to receive a new card?
Will I be charged more by either the bank or the shop if I use my PIN instead of signing a receipt?
Who else knows my PIN and who is it safe to reveal my PIN to?
Is it possible for others to read my PIN?
What does it mean if my PIN is blocked?
Will I use my PIN in every shop?
If I return goods for a refund, will I need to enter my PIN to receive the money back?
What if the shop does not accept PIN?
What is a PIN?
A Personal Identification Number (PIN) is a number either allocated by us to you and known only by you. The PIN is used as verification for transactions such as cash withdrawals from ATMs. The PIN is also specific to a particular card.
How does it work?
You will be able to use a PIN as one form of verification for retail transactions when using a credit, debit or store card. The PIN is entered by you, not the shop assistant, into the point of sale machines PIN pad.
After you have checked that the dollar amount on the PIN pad is correct, you enter your PIN using the 0 to 9 keys, (as you do now when using an EFTPOS card). Then press the 'OK/ENTER' button.
If the PIN is correct and the rest of the transaction is approved the point of sale machine will print out a receipt for you to keep and another for the shop assistant to file. Your PIN will not appear on any printed material.
Just follow the prompts on the point of sale machines PIN pad - the shop assistant can direct you if you need help, but do not let them know your PIN.
How do I get a PIN?
You should have received your PIN number for your Members Equity MasterCard in the mail when you first received your card. It is a 4 digit number. If you have not received a PIN, or need a replacement one, please contact us on 1300 654 998.
Can I choose my PIN?
No. Currently you cannot choose your own PIN with Members Equity Bank.
Can I change my PIN?
If you cannot remember your PIN or believe someone else may know what it is, please contact us on 1300 654 998 to have your PIN replaced.
From what date will I be able to use my PIN?
You will be able to use your PIN when you press the 'credit' button from the 4th of June 2008. This service will be available from most point of sale machines at most shops across Australia from that date.
In New Zealand you can already use your PIN for transactions when pressing the 'credit' button.
Why are Australian financial institutions making this change?
All Australian financial institutions, issuing the American Express, Diners Club, MasterCard and Visa cards have worked together to add this service, as an enhanced convenience. The use of a PIN will, in most cases, be a faster process when purchasing goods or services in a face-to-face environment.
What if I don't want to use my PIN and would rather sign the receipt as I do now?
If you don't want to use your PIN, that is okay. You can still continue to sign as you have done in the past.
What are the advantages of using a PIN instead of a signature?
Speed is the main advantage of the introduction of Pen or PIN as it makes the process at the point of sale machine faster - there is no need for the shop assistant to check your signature.
Will I need to receive a new card?
No, you will not need or be issued a new card.
If I have used a PIN with my card, do I still need to sign the signature panel on the back of the card?
Yes. Whilst it is not required as a reference for cases involving a PIN, you should always sign the signature panel on the back of your card as a partial protection against fraudulent use of your card. Not all shops or retailers will be able to offer you a PIN pad to enter your PIN, therefore, in those cases you will be asked to sign the transaction slip as verification.
Will I be charged more by either the bank or the shop if I use my PIN instead of signing a receipt?
No. If a shop attempts to do so, please contact us with full details.
Who else knows my PIN and who is it safe to reveal my PIN to?
Only you should have access to your PIN. We do not know your PIN. You should not reveal your PIN to anyone. If you believe your PIN has been copied by someone and you are concerned they might have access to your accounts then contact us immediately on 1300 654 998.
Is it possible for others to read my PIN?
Effectively no, if you use the PIN pad in the way it is designed. As you enter your PIN you will only see asterisks (****). The PIN is not printed on the sales receipt nor is it stored in the PIN pad. You may feel comfortable using your hand to shield others seeing you enter your PIN.
What does it mean if my PIN is blocked?
If your PIN is 'blocked' it means you have entered your PIN incorrectly a number of times and we have suspended the card in the interests of your safety. You will need to contact us on 1300 654 998 to unblock it.
Will I use my PIN in every shop?
Most shops in Australia will accept your PIN as verification, however, many smaller shops or those where the point of sale machine is not accessible by the customers may still ask you to sign your transactions.
When I am at the shop, should I swipe my card into the point of sale machine or will the shop assistant do it?
Each shop will act differently. Many of the larger shops - chains, supermarkets and petrol outlets - will ask you to swipe your card; if that's the case, you can select what steps you want to take by following to prompts on the point of sale machines screen. The smaller boutique shops will probably swipe the card for you. If you want to use your PIN you will need to tell the shop assistant when you give them the card.
Will the PIN I use for making retail purchases be the same as the PIN used for cash withdrawals at the ATM?
Yes.
If I return goods for a refund, will I need to enter my PIN to receive the money back?
No you will not. Refunds do not require the PIN that is issued with your card to be completed.
What if the shop does not accept PIN?
If a shop does not accept PIN then you can continue by signing the sales receipt as you have done in the past.
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