Debit Card Frequently Asked Questions

  • What is a chip card or EMV?

    A chip (or EMV) card is a card with an embedded microchip to provide enhanced security and protection against fraud. Your card information on the chip is encrypted making it extremely difficult to be copied or counterfeited. EMV stands for Europay, MasterCard and Visa, a group that established chip card standards. Chip cards have been commonly used around the world for 20 years, and the US is now supporting that standard. That means even more convenience for you when you use your chip card when traveling.

  • What are the benefits of having a chip card?

    Added security – the chip adds an extra layer of protection when used at a chip-card terminal, using encryption and single-use codes to protect your information.

    Greater Acceptance – chip cards have been embraced around the globe, so your new chip-enabled debit card will be even easier to use outside the U.S.as well as domestically as more merchants move to the standard.

  • How do I use my new chip card at a chip-enabled merchant or ATM?

    The rule of thumb is "Follow the Prompts". Each store's merchant terminal or ATM is a bit different – but all will prompt you if after swiping your magnetic stripe you need to re-insert the chip card. The only real difference is that you must leave your card in the terminal until the transaction is complete. An example flow is below.

  • Will anything change in how I use my card?

    Your card will continue to work for both PIN and Signature purchase transactions just as it has in the past. Merchants that become debit card “chip-enabled” will simply prompt you after swiping to insert your card into the terminal again. Remember to leave your card inserted in the terminal until your transaction is complete. So – just follow the prompts!

    Additionally, at some EMV-enabled ATM's – you may be prompted to choose “Debit” or “Debit MasterCard” at the start of your transaction. Either choice is correct and will not affect your transaction – with your transaction proceeding normally after you choose one or the other.

  • Can my chip card be used in a magnetic stripe terminal?

    Yes, our MasterMoney Debit cards will be reissued with a chip on the front of the card and the familiar magnetic stripe on the back. This will enable the card to be used in magnetic stripe terminals as well as chip-enabled terminals.

  • Will I need to update any recurring payments or stored card credentials at merchants or on websites where I use my card for payment?

    Yes. Your new chip card will have the same debit card account number as the old card but with an updated expiration date and CVC code. If you have your existing debit card set up for recurring payments at health clubs, etc. or stored online at Amazon and other merchants, you should remember to update your card information.

  • Will I be required to use my PIN?

    Your card will continue to work for both PIN and Signature transactions just as it has in the past. However, depending on where you shop, in certain instances you may find you are prompted to use your PIN more often than in the past when purchasing with your card.

  • When will I get a new chip card?

    Most types of People's United Bank Debit cards will begin to be reissued as chip cards during their normal reissue cycle (which is based on the card expiration date). If you need a chip card prior to your expiration date, just stop into one of your local branches or call our Call Center to request a replacement card.

  • Why chip cards?

    The new chip on our MasterMoney card provides additional security when used at a chip-enabled terminal. Data stored on the chip is more difficult to counterfeit. No matter how the card is used, every purchase is also covered by zero liability protection, so you can use your MasterMoney Debit card with confidence.

  • Why aren't more merchants ready to process Debit chip transactions?

    Unlike credit cards, debit cards are subject to additional regulations that impact how they are processed. As a result of this recent change, it is taking time for merchants to introduce new chip enabled terminals and software changes. Expect to see major merchants like Wal-Mart and Target to start supporting debit chip processing "soon", with smaller merchants to follow later.

  • What are the benefits of chip cards?

    The biggest benefit of chip cards is found in their increased security features. Plus, customers enjoy greater acceptance when traveling, as chip cards are common in over 130 countries around the world, including Canada, Mexico and the European Union.

  • Will People’s United ATMs support chip cards/EMV?

    People’s United was actually the first bank in the US to certify a group of pilot ATMs in New York City for chip/EMV. We are now in the process of enabling the remainder of the ATM fleet in conjunction with other required upgrades also in the works. Just remember, you can continue to use your card at all People’s United ATMs whether they have been upgraded or not.

  • I’ve heard a chip card can be read by someone just walking by - is that true?

    Your new MasterMoney Debit chip card is equipped with contact-only technology, which requires that it be in contact with a terminal in order to be read. Contactless cards do exist in the market and when implemented properly can be very secure and protect your card information from someone reading them remotely. However, they are not widely supported by most merchants, and People’s United has chosen not to issue them at this time.

  • Will I be notified if there is suspected fraud on my card?

    Yes, if there is suspected fraud on your card you will be contacted either by text message (if we have a cell phone on file for you), phone call, or letter making you aware of the transactions in question and giving you the opportunity to verify if the purchases are valid or not.

    If we have a cell phone on file for you, text messages will come from the number 337-48. Example text message: “FreeMsg: People's United Fraud Dept: Possible unauthorized txn on acct ending in 1234: $22.22 processed by Julie’s Jewelry Store. If authorized reply “YES”, otherwise reply “NO”.

    Automated voice phone messages will come from 877-230-3179.

  • Why won't one of my local merchants let me get cash-back any more?

    Your MasterMoney chip-enabled debit card supports cash back. However, some merchants are still in the process of upgrading their systems to support chip-cards, and have only enabled support for “Signature” debit (to allow a higher security purchase transaction), but haven’t yet enabled cash-back support. We encourage you to ask any merchant regarding their cash-back support timetable. In the interim, you can continue to get cash-back from any of People’s United Bank’s ATM and branch locations, as well as the many other merchants who have completed their chip-migration.

Have any additional questions? Feel free to call our Call Center at 800-894-0300, email us or visit any one of our convenient branches.

  • What are Identity Theft Alerts?

    MasterCard Identity Theft Alerts is a service that can notify you if it detects that your personal information such as your credit or debit card, your Social Security number, your driver's license and other highly personal information about you is being bought or sold online by keeping track of thousands of criminal websites, chat rooms, forums and networks.

  • Why should I enroll in Identity Theft Alerts?

    Data security breaches are a common occurrence with hackers and thieves targeting all kinds of businesses in an attempt to steal personal information in order to commit fraud. Identity Theft Alerts monitors much of this illicit activity that occurs on the Internet black market, sometimes referred to as the dark web. While this service may not detect each and every instance in which personal data is being bought or sold on the Internet it can serve as an important early warning to alert you if your personal data has been discovered at risk, enabling you to take steps to reduce risks and resolve any fraud that has occurred more quickly than if you did not receive the early warning.

  • How do I enroll in Identity Theft Alerts?

    To get started, visit www.mastercard.us/idtheftalerts. You will be asked to enter the first 6 digits of your MasterCard to get started. Then begin the process to create an account by providing your email address to receive notification alerts and enroll your personal information for monitoring. After you have registered you can log in to update your profile any time at www.mastercardidtheftalerts.com.

  • What if I need further help enrolling?

    To speak with someone who can help guide you in the enrollment process please call the toll free number that appears at the bottom of www.mastercardidtheftalerts.com (1-866-566-3601).

  • Is the Identity Theft Alerts web site and service secure?

    The MasterCard Identity Theft Alerts web site and monitoring service employs robust data security measures including data encryption and security keys to prevent unauthorized access to our enrolled users’ personal data. The service is supplied by one of the top identity monitoring and security firms which counts financial institutions and federal law enforcement agencies among its clients.

  • What does it mean when I receive an alert?

    Your Identity Theft Alerts service tracks Internet activity for signs that the personal information you’ve asked us to monitor is being traded and/or sold online. This alert means that our surveillance technology has discovered information on the Internet that is a match to your monitored identity elements. If there is no match detected, you will not receive an alert.

  • What should I do if I receive an alert?

    You should log in to www.mastercardidtheftalerts.com to view the alert details and also call the toll free number that appears in the email you received or on the web site to speak with a Restoration Specialist who can guide you on the important steps you should take

  • What if the alert references only some of the personal information Identity Theft Alerts is tracking?

    Even if only some of your personal information that has been detected by Identity Theft Alerts, it is recommended that you contact the appropriate institution to have your account information changed, or change your account information yourself if possible - like it would be with the password to your email account, for example. It is safe to assume that if some of your information is compromised, all of it is. You may also want to review a copy of your credit report to ensure that all of the information that appears there is familiar to you. A Restoration Specialist from our Identity Theft Resolution Services team can help guide you with all of the recommended actions to take.

  • Is the buying and selling of others’ personal information online illegal?

    This activity is illegal in the United States, but other countries do not necessarily have the same laws as related to cybercrime. United States regulatory agencies have little to no jurisdiction to prosecute fraudsters acting on websites and chat rooms located in other countries.

  • Can I still become a victim of identity theft even though I am enrolled in Identity Theft Alerts?

    Identity Theft Alerts may reduce your risk of identity theft by letting you know sooner if your personal information has been compromised, and in turn enabling prevention or quick resolution of an identity theft incident. In addition to Identity Theft Alerts, you also have access to Identity Theft Resolution Services to help guide you through the often confusing and difficult process of restoring your identity. Unfortunately, no identity protection tool can prevent identity theft altogether.

  • Why does Identity Theft Alerts ask me for my SSN (Social Security Number)?

    SSNs are often stolen by hackers. Providing your SSN will enable the Identity Theft Alerts service to notify you in real time if the service detects your SSN exposed on the dark web.

  • What information do I enter in the Medical Identities field?

    Enter your Member ID number as it appears on your health insurance card or Medicare/Medicaid insurance card. Health insurance ID numbers are increasingly targeted by fraudsters who try to use stolen identities to commit medical fraud.

  • What if I have other questions about MasterCard Identity Theft Alerts?

    You can contact MasterCard at 1-866-566-3601 for additional questions about MasterCard Identity Theft Alerts.

  • What should I do if my Debit Card is lost or stolen?

    Call us immediately at 1-800-894-0300

  • Traveling overseas or far from home?

    To help prevent an interruption in debit card access, it’s wise to set a travel notice on the cards you plan to use while traveling. To set a travel notice just call us at 1-800-894-0300 or stop in any of our branches to let us know where you will be traveling so we can update our Fraud Control team. For your protection, we continue to monitor your Debit card activity even when a travel notice is set. If you have any issues while traveling, just call us toll-free at 1-800-894-0300.

  • Can I use my debit card normally overseas?

    There are some differences in using your card overseas, but in general use your Debit card when you travel just like when you are home.  Some things to keep in mind are:

    • Most foreign ATM networks have menus in English, but not all of them depending on where you travel.
    • Most ATMs only permit transactions involving your primary card-linked account.
    • Before going to small towns, withdraw enough cash to cover expenses as many smaller villages do not have ATMs.
    • Some ATM’s are only available during normal business hours.
  • Will I be notified if there is suspected fraud on my card?

    Yes, if there is suspected fraud on your card you will be contacted either by text message (if we have a cell phone on file for you), phone call, or letter making you aware of the transactions in question and giving you the opportunity to verify if the purchases are valid or not.

    Text messages will come from the number 877-230-3179. Example text message:
    “FreeMsg: People's United Fraud Dept: Possible unauthorized txn on acct ending in 1234: $22.22 processed by Julie’s Jewelry Store. If authorized reply “YES”, otherwise reply “NO”

  • Where can I use my Debit Card?

    You can use your Debit card to make purchases or access ATMs wherever you see the MasterCard or NYCE logos which are pictured on the back of your Debit card.

  • How do I change my PIN?

    You can change your PIN at any of People’s United Bank’s ATMs, as well as in any of our branches.

  • Can I link additional accounts to my Debit Card?

    If you would like to add additional accounts to your card that you can access at any of People’s United Bank ATMs, just stop into one of our branches, or call us at 1-800-894-0300

  • Can I pay my bills with my Debit Card?

    Yes. Use your Debit Card to pay bills such as utilities, internet & phone service, club memberships, and more. It’s quicker than writing checks and mailing payments, and you’ll have more control over your bill payments — even up to the last minute. Just contact your service providers to set it up.

  • What is a Preward?

    A Preward is a digital cash-back incentive (like a coupon) that is linked to a registered People's United Bank debit card. Merchants offer these incentives to our cardholders for them to enjoy at their restaurants, stores or places of business. A cardholder does not have to do anything to get Prewards except register his/her People's United Bank debit card through the Prewards registration site which can be accessed at www.peoples.com/prewards.

  • How are Prewards redeemed?

    The cardholder must simply use the enrolled/registered People's United Bank debit card at the merchant in order to redeem an available Preward. The merchant salesperson most likely will not know that a Preward is associated with the transaction, nor do they need to be notified or the customer do anything other than use their registered People's United Bank debit card. The redemption happens independently of the merchant processing the purchase transaction.

  • How does a cardholder enroll in the Prewards program?
    • Automatically Enrolled Cardholders -Some cardholders at the launch of Prewards were automatically enrolled and received a special notice email notifying them. These cardholders do not need to enroll again – and can login to their Prewards account at www.peoples.com/prewardslogin by using their registered email address and the last 4 digits of their Social Security Number.
    • Self-Service Enrollment - A cardholder can learn about the service and enroll themselves through the Prewards link at www.peoples.com/prewards. When they register, they will be prompted to enter their email address, desired password, the first 6 digits and the last 4 digits of his/her People's United Bank debit card number, as well as the last 4 digits of his/hersocial security number. This is used to authenticate the cardholder. The cardholder will also be prompted for their zip code as well as for some optional demographic data which will be used to ensure that the appropriate offers are sent.
  • How does a registered cardholder Login to their Prewards account?
    • Automatically Enrolled Cardholders -Some cardholders at the launch of Prewards were automatically enrolled and received a special notice email notifying them. They can login to their Prewards account at www.peoples.com/prewardslogin by using their registered email address and a password of the last 4 digits of their Social Security Number. The login email address or password can be changed by the customer at any time after their initial login.
    • Self-Service Enrollment – For cardholders who self-enrolled, they can login to their Prewards accounts at www.peoples.com/prewardslogin using their registered email address and self-selected password.
  • How does a registered cardholder change their email address and/or password?
    • Any registered cardholder can login to their Prewards account at www.peoples.com/prewardslogin by using their currently registered email address and password. They can then select "Settings", fill in the requested information and select "Update Card Settings".
  • How do I opt-out of receiving Prewards program alerts?

    A cardholder looking to stop getting notified about the cash-back incentive available to them can login to their Prewards account at www.peoples.com/prewardslogin and set their communication preferences to stop sending emails and/or text notices of offers and redemptions

  • How do I opt out of the Prewards program?

    If you would like to opt out of the Prewards program completely, regardless of whether you have previously enrolled/registered or not, please submit a request to un-enroll through the form on the "Contact Us" page.

  • I received an error when trying to enroll in Prewards. Why am I unable to enroll?
    • If the card does not have POS capability (you can't use it to purchase things), it cannot be enrolled, as the program is based on being able to use the card for POS purchase activity.
    • If the card is closed, blocked or inactive, it cannot be enrolled.
    • If the zip code entered at enrollment does not match the zip code on file, an error will be returned. Please contact People's United Bank's customer service area for assistance.
    • If the card was opened within the last week – the data used for verification may not be loaded yet. Allow a minimum of one week from the time the card is opened to enroll.
  • Can I have more than one debit card registered in Prewards?

    Yes. The customer can add additional cards by logging in to their Prewards account at www.peoples.com/prewardslogin and choosing the option to register an additional card.

  • How will I know what Preward offers are available to me?

    If the cardholder provided an email address when registering for Prewards, he/she will receive an email as notification of a new Preward offer on a weekly basis. A cardholder may also log into his/her Prewards account to view available offers or can set their preferences to receive text alerts of new offers. If a cardholder would like to receive text alerts, he/she must provide a cell phone number in the account management settings.

  • I completed a transaction at a merchant that was offering a Preward, however I didn't receive a credit.
    • Most offers have a minimum spend amount associated with them. Please confirm that the dollar amount spent met the minimum required
    • Most offers have a timeframe associated with them. Please confirm that the date of the transaction was within that timeframe
    • The card used to make the purchase must have been registered as part of the Prewards program. You can verify this by reviewing your Prewards account at www.peoples.com/prewardslogin
    • Sometimes Prewards credits will post before the transaction has a chance to settle/post to the checking account. Please confirm that the credit didn't post earlier on the transaction history.
    • If after verifying the above, you still believe you are entitled to a Prewards credit – simply use the Contact Us form at www.peoples.com/prewardslogin - and provide the following information:
      • NAME: Enter customer name as it appears on the Debit Card
      • EMAIL ADDRESS: Make sure the email address matches exactly the email address that the cardholder has registered with their Prewards account
      • SUBJECT: What is the issue? (e.g. "Missing Prewards Credit from Home Depot")
      • COMMENTS: Describe in the Comments section what the issue is in detail
        • Do NOT provide confidential account information such as your full debit card or checking account number. These are not required to assist in this situation
        • Example: "On 10/1/2013 I spent $54.23 at Home Depot using my registered People's United debit card ending in 1234 and did not receive my $5 cash back into my checking account. The offer was $5 cash back for a $50 purchase at Home Depot."
        • For issues related to a Preward credit not received, please be sure to include the following information:
          • Merchant offer (e.g. "$5 cash back for $50 card purchase at Home Depot")
          • Date of purchase (e.g. "10/1/2013)
          • Exact Amount of purchase (e.g. "$54.23")
          • Merchant Name (.e.g. "Home Depot")
          • Last 4 digits of debit card used in transaction (e.g. "debit card ending in 1234")
    • You will receive an automated reply email to the email address provided shortly, acknowledging receipt of the request
    • The Prewards Customer Support team will research the issue and work to resolve within 2 business days and notify you of the resolution.
  • I have a problem with my Prewards online account (can't login, etc.) .
    • Simply use the Prewards Contact Us form at www.peoples.com/prewardslogin - and provide the following information:
      • NAME: Enter customer name as it appears on the Debit Card
      • EMAIL ADDRESS: Make sure the email address matches exactly the email address that the cardholder has registered with their Prewards account
      • SUBJECT: What is the issue? (e.g. "Login Problem")
      • COMMENTS: Describe in the Comments section what the issue is in detail
        • Example: "Every time I try to login it gives me an error message saying my password is incorrect."
        • For your protection do NOT provide confidential account information such as your full debit card or checking account number. These are not required to assist in this situation.
    • You will receive an automated reply email to the email address provided shortly, acknowledging receipt of the request
    • The Prewards Customer Support team will research the issue and work to resolve within 2 business days and notify you of the resolution.
  • How do I know if a Preward was successfully redeemed?
    • A cardholder will receive an email message or text message notification of redemption if he/she provided a cell phone number at enrollment. A cardholder may also log into his/her Prewards account to confirm that a Preward has been redeemed. Additionally, the cardholder can review their People’s United Banking account history via phone, mobile or online banking to confirm the credit has posted.
  • Will I see the Preward redemption on his/her sales receipt?
    • No, the Preward redemption will not show on the sales receipt. The Preward transaction is processed automatically and separately from the original merchant purchase transaction. In most cases the salesperson at the merchant will never know there was a Preward offer involved in the transaction.
  • How do I receive the credit for the Preward?
    • The credit will post normally within minutes to your checking account in the same way that debit card purchase transactions post, and show as a separate credit from the actual purchase transaction for the amount of the Preward offer.
  • How do I see what I have saved with the Prewards program?
    • The "Account History" page on the cardholder's Prewards account will reflect the savings realized with the Preward program. The cardholder can also view any past redemption through the Prewards account.
  • Does every customer receive the same Preward offers?
    • No – Preward offers are customized to each customer based on where they've used their card in the past, where they live and shop, and other information. So while you might see some of the same offers in a particular week as someone else, we do our best to make sure the offers we provide are things that would be attractive to you
  • If I am is issued a new card number because a previous card was lost or stolen, do I need to re-enroll that card in Prewards?
    • No, the cardholder will not need to re-enroll with the new card number as long as the card was ordered as a lost/stolen replacement. To confirm, once the new card has been active for at least three days, a customer can simply use the Prewards Contact Us form at www.peoples.com/prewardslogin to confirm we have the new card successfully set up. Once complete, the cardholder can still access Prewards with the existing Username (their registered email address) and Password originally setup when they registered.
  • Are Prewards applicable to both PIN and Signature purchase transactions?
    • Yes, both types of transactions are eligible to redeem a Prewards offer as long as it is completed using the Prewards registered People's United Bank Debit card.
  • How will the Preward appear on my checking account statement?
    • The original purchase transaction will post for the full amount on your account statement, and the Preward will appear as a separate credit to the account.
  • What if a cardholder is declined for insufficient funds, but they have enough funds available for the purchase transaction if the Preward amount is subtracted from the purchase amount?
    • The transaction will be authorized for the full amount; therefore, the cardholder must have funds available for the purchase transaction amount without the Preward included.
  • What if a cardholder returns an item that originally qualified for a Preward?
    • If a cardholder returns an item for which he or she received a Preward credit, the merchant will not debit the cardholder for the Preward amount they received.
  • The credit for the Preward posted to my cardholder's account before the debit for the purchase did. Is this normal?
    • Because unlike other bank's rewards programs, and Prewards credits post so quickly, this could happen if the original transaction was performed as a signature based transaction. The Preward credit is sent through for settlement the same business day as the transaction, whereas the signature based purchase may take a few days to settle.

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