Commerce Bank: We ask, listen and solve.

Frequently Asked Questions

General

Why am I receiving a new card?
Your Commerce Bank Card now includes chip technology. You’ll enjoy an enhanced level of security plus global acceptance.
What is a chip card?
Chip cards are like traditional credit or debit cards but now have an embedded chip located on the front of the card. The chip technology provides stronger protection by making it difficult for your card to be copied or counterfeited. Chip cards may also be referred to as a smart card, chip-enabled card or EMV card.
Are chip cards new?
Chip cards are new to the US, but they have been in use around the world for many years. Many countries have adopted chip cards and now are commonplace.
Where can I use my Commerce Bank Chip Card?
You can use your chip card at the exact same retailers you do now – by inserting the card into chip terminals or swiping your card at retailers that are not yet chip-enabled.
How do I use my Commerce Bank Chip Card at a retailer that is not yet chip-enabled?
Your card will still have magnetic stripe technology, so you can continue to swipe your card like you do today at retailers that are not yet chip-enabled. Please note that it may take several years for all retailers to adopt chip technology.
Are there any additional fees associated with chip cards?
No. There are no additional fees to use your new chip card.
Has my card information changed?
Your chip card may have a new expiration date and 3-digit security code so be sure to update your information with Apple Pay and with billers that charge your card regularly. All other account information will remain the same.
What should I do with my existing Commerce Bank Card?
Once you activate your new chip card, destroy your existing card immediately for security reasons.
What should I do if I use Apple Pay or have recurring payments set up on my existing Commerce Bank Card?
In some cases your payment information will update automatically, but you should check with each merchant individually to verify that they have the new expiration date and 3-digit security code.

Security

How does chip technology protect my information?
Every time you insert your Commerce Bank Chip Card into a chip terminal, the embedded chip protects your information by creating a unique transaction code. This transaction code cannot be replicated, keeping you better protected against counterfeit fraud.
Does the chip provide an enhanced level of security if I make a purchase using the magnetic stripe on my card or online?
No. The chip only provides an enhanced level of security when you insert your chip card into a chip terminal to make a purchase.
Can my card information still get compromised with a chip card?
Yes. Chip technology is only one layer of security to prevent your Commerce Bank Chip Card from being fraudulently used and cannot prevent all fraud including, but not limited to, web and phone purchases. You will continue to receive the security benefits of Commerce’s Real-Time Fraud Monitoring and you’re always protected against unauthorized use of your card or account information with Zero Liability1 protection.
What should I do if my card is lost or stolen or if I notice fraudulent transactions?
Call Customer Service immediately. You must contact us within 60 days of the date you received the FIRST statement showing the unauthorized charges.

Commerce Bank Chip Credit Cards

How do I pay with my Commerce Bank Chip Credit Card at a chip terminal?
Insert the chip end of your card into the terminal with the chip facing up. Leave your card in the terminal and follow the prompts on the screen as a signature may be required. Remove your card when the transaction is complete and take your receipt.
Do I need to enter a PIN (Personal Identification Number) to make purchases?
No. You will not enter your PIN to make a credit purchase.

If you have enabled the Special ConnectionsSM feature on your card, you can learn more about using your PIN.
Do I need to select a new PIN to use with my new chip card?
No, your current PIN will work with your new chip card.
Does my Commerce Bank Chip Credit Card work at the ATM?
Yes. You can still use your chip card to get cash, check your balance and more. Insert your card like you do today and follow the prompts on the ATM. If the ATM is chip-enabled, be sure to insert the card as instructed on the ATM with the chip facing up. Your card will remain in the ATM until your transaction is complete.
Can I use my Commerce Bank Chip Credit Card when traveling internationally?
Yes. Chip cards have been in use around the world for many years and are now commonplace in many countries. You will follow the same steps to make a purchase abroad as you would when making a purchase in the United States with your chip card.
What should I do if I am prompted to enter my PIN when traveling internationally?
There may be special instances when you are prompted to enter a PIN when making a credit purchase when traveling internationally. If this happens, you can take the following steps to continue with your purchase.

At Retailers

  • Communicate to the cashier that your card requires a signature only if asked for a PIN; or
  • Try to bypass the PIN prompt on the terminal if prompted to enter a PIN.

At Unattended Terminals (Example: Train Station Kiosk)

  • Try to bypass the PIN prompt on the terminal if prompted to enter a PIN; or
  • If you cannot bypass the PIN prompt, please find a nearby attended terminal where staff can assist you with your purchase.
  • We also recommend as a best practice to always have multiple forms of payment, like local currency, for this situation.
When will I receive my Commerce Bank Chip Credit Card? Do I need to request one?
If you are an existing Commerce Bank cardholder, there is no need to request a chip card. We began replacing cards with chip cards in late 2015 and are continuing to issue chip cards to existing customers.

Commerce Bank Chip Debit & Prepaid Cards

How do I pay with my Commerce Bank Chip Debit & Prepaid Card at a chip terminal?
Since many retailers are not yet chip-enabled you may swipe your card the same way you do today. If the retailer is chip-enabled you may be prompted to insert the chip end of your card into the terminal with the chip facing up. Leave your card in the terminal and enter your PIN or sign if prompted. Remove your card when the transaction is complete and take the receipt.
Do I need to select a new PIN to use with my new chip card?
No, your current PIN will work with your new chip card.
Does my Commerce Bank Chip Debit & Prepaid Card work at the ATM?
Yes. You can still use your chip card to get cash, check your balance and more. Insert your card like you do today and follow the prompts on the ATM. If the ATM is chip-enabled, be sure to insert the card as instructed on the ATM with the chip facing up. Your card will remain in the ATM until your transaction is complete.
Can I use my Commerce Bank Chip Debit & Prepaid Card when traveling internationally?
Yes. Chip cards have been in use around the world for many years and are now commonplace in many countries. You will follow the same steps to make a purchase abroad as you would when making a purchase in the United States with your chip card.
When will I receive my Commerce Bank Chip Debit & Prepaid Card? Do I need to request one?
If you are an existing Commerce Bank cardholder, there is no need to request a chip card. We will begin replacing cards with chip cards starting in late 2015.

Disclosures:

  1. Customer must notify Commerce Bank within 60 days of receiving the first statement with unauthorized activity. For specific restrictions, limitations and other details, please consult Commerce Bank.
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