My debit card is not working; help!

Yes, there are two fees you may see on your checking account statement.

1. Currency Conversion Assessment Fee which is 0.2% of your transaction amount and may be charged for performing the currency conversion.
2. ICBA or Issuer Cross-Border Assessment Fee which is 0.9% of your transaction amount.

 

You can set up your debit card for travel outside your normal footprint, including anywhere in the U.S. or internationally using any one of these methods:

• Using the Mobile App, select Cards, then Manage Travel Plans.
• In Online Banking, select Manage Cards, then Manage Travel Plans.
• Or within Online Banking (web-based) and select Settings, then Security Center, then Travel Notice. Simply provide the requested information.

 

Of course, you can also contact Customer Support at 877-672-2265 during business hours and provide us with your travel details. Outside of business hours, please call 888-437-0103, available 24/7.

Yes, you can add your contactless debit card to your digital wallet.

Watch a video tutorial or view a click-through demo.

No; only posted or cleared debit card transactions can be disputed because pending charges are temporary and may change.

Consider calling the merchant first, as they may resolve your claim faster. We may also require information from the merchant to process a claim, so contacting them directly may save you time.

The merchant's contact information is typically found on your receipt, email confirmation, or billing statement.

View Debit Card Rules.

Yes. You can get cash back with your contactless debit card. However, some merchants require customers requesting cash back to insert their contactless card, even when the payment terminal accepts contactless cards.

Stop payments cannot be placed on one-time, everyday point-of-sale (POS) debit card transactions.

Stop payments can be placed only if the transaction is a recurring payment. The bank must be notified three business days before the recurring payment posts to the account. A stop payment fee applies. For current fees, please refer to our Personal Accounts Fee Schedule.

View Debit Card Rules.

You will need to update your card information in your digital wallet once your physical card is activated.

Yes, you should sign the back of your debit card for security purposes.

Yes, you can still make purchases by swiping or inserting your contactless debit card at checkout. The contactless technology is an advanced and easier way to pay at those merchants who accept contactless technology.

Credit Card Rewards

For credit cards rewards, we offer a variety of cards which provide you with opportunities to earn rewards and other perks.

No, your temporary digital debit card is automatically activated and can be used as soon as it is viewed within the Mobile App. The button that says “Activate Card” on top of the digital card image is only used to activate the physical card when it arrives.

You can use your temporary digital debit card to make purchases online or over the phone. It can also be added to your Apple Pay® or Google Pay™ wallet to make purchases where tap technology is accepted.

It cannot be used at an ATM. We do not recommend using it for recurring purchases like memberships or subscriptions because the new card information will need to be updated when your physical card is activated.
 

To make a purchase, simply hold your contactless card or mobile device within one or two inches of the contactless symbol on the terminal.

If you are getting a new debit card because you’ve opened a new account or because your card was lost or stolen, you can use a temporary digital debit card until your new card arrives in the mail.
For Mobile App users:

1. Log in to your account and select the Cards tab at the bottom of the screen.
2. Select your new debit card and click to add to Apple Pay or Google Pay.
3. You will need to enter an authentication code that will be sent to you by text or email.
4. Your card is now added to your digital wallet.
5. You can add a PIN for purchases within the Digital Wallet.
6. Your temporary card details, including the full card number, the temporary expiration date, and a temporary CVV can be viewed so you can use the card for one-time purchases until your physical card arrives in the mail. In the Mobile App, your card details are found under the Cards tab and then under Card details, select View Digital Card. You may be asked to confirm your identity.  

Or access your card by text:

1. You will receive a text message from short code 66368. (This is from us and safe to open.)
2. Click on the link in the text. Note that this link is good for 21 days.
3. Authenticate yourself with the last four digits of your social security number and the one-time password sent to you by text or email.
4. Then agree to the Terms and Conditions.
5. Next you can select to add your card to your Apple Pay® or Google Pay™ wallet. You will need to sign in to your wallet on your device and accept the wallet terms and conditions.
6. You can create a PIN by scrolling down. You will get a confirmation after your PIN is successfully set.

Make sure you activate your physical card as soon as it arrives. Once you activate your physical card, your temporary card will no longer be valid. You will also need to update your expiration date and CVV within your digital wallet.

After a new debit card is ordered, you will receive a text message to the phone number on file for your account.

Mobile App users can find your temporary digital debit card under the Cards tab and can add it to your Apple Pay® or Google Pay™ wallet. You can also see your temporary card in your digital wallet.  

If you do not use the Mobile App, you can access your temporary digital debit card by clicking on the link in a text message from short code 66368. (This text is from us and safe to open.) You will be asked to authenticate yourself and agree to the Terms and Conditions. Then follow the prompts to add your new card to your Apple Pay® or Google Pay™ wallet. This link is good for 21 days. 

If you’re using your card to pay for a subscription or storing the card with a merchant, we recommend you wait until you receive your physical card to make those updates.

The temporary digital card is valid for 30 days or until the physical card is activated, whichever is sooner.

Most transactions must be disputed within 60 days of the date of your statement on which the error appeared. If you did not provide your account information to the merchant in question and suspect that your information was stolen, contact Customer Support immediately.

View Debit Card Rules.

Contactless technology uses a hidden, embedded computer chip and radio frequency antennae. After you tap your contactless card or mobile device at checkout, payment details are sent wirelessly to the payment network. If you're using a mobile phone, moments after you tap, you'll receive payment confirmation and you'll be on your way.

ATM and PIN-based debit card transactions usually post the same business day and other everyday signature-based debit card transactions generally post within four business days.

View Debit Card Rules.

View a list of countries that currently do not accept debit cards.

Classic/Standard Debit Cards

For your protection, there is a daily spending limit of $2,000 as long as the money is available in your account. ATM machine withdrawals have a daily limit of $500, which is subject to change based on individual ATM machines. This limit also includes an additional $15.00 to cover any ATM fees assessed for a total spending limit of $2,515.00.

If you are going to make a purchase over the $2,000 daily limit, call the number on the back of the card or North Shore Bank Customer Support, to request a limit increase.

Platinum/Enhanced Debit Cards

For your protection, there is a daily spending limit of $5,000 as long as the money is available in your account. ATM machine withdrawals have a daily limit of $500, which is subject to change based on individual ATM machines. This limit also includes an additional $15.00 to cover any ATM fees assessed for a total spending limit of $5,515.00.

If you are going to make a purchase over the $5,000 daily limit, call the number on the back of the card or North Shore Bank Customer Support, to request a limit increase.

Business Debit Cards

For your protection, there is a daily spending limit of $5,000 as long as the money is available in your account. ATM machine withdrawals have a daily limit of $500, which is subject to change based on individual ATM machines. This limit also includes an additional $15.00 to cover any ATM fees assessed for a total spending limit of $5,515.00.

If you are going to make a purchase over the $5,000 daily limit, call the number on the back of the card or North Shore Bank Customer Support, to request a limit increase.

HSA Debit Cards

For your protection, there is a daily spending limit of $2,000 as long as the money is available in your account. ATM machine withdrawals have a daily limit of $500, which is subject to change based on individual ATM machines. This limit also includes an additional $15.00 to cover any ATM fees assessed for a total spending limit of $2,515.00.

If you are going to make a purchase over the $2,000 daily limit, call the number on the back of the card or North Shore Bank Customer Support, to request a limit increase.

Yes, the physical card must be activated once it is received in the mail. Once activated, you will need to update the card information in your digital wallet.

View Debit Card Rules.

You can change your PIN in our Mobile App or within Online Banking. In the Mobile App, access your account and tap “Cards” and then select “Set PIN”. Within Online Banking, log in to your account, click “Manage Cards” and select “Set PIN”.

Or you can call 1-800-992-3808.

Yes, please call North Shore Bank's Customer Support Team at 877-672-2265 before your international travel so we can ensure your card will be protected.
 
Please keep in mind you may be charged fees when using your debit card internationally.

1. Currency Conversion Assessment Fee which is 0.2% of your transaction amount and may be charged for performing the currency conversion.
2. ICBA or Issuer Cross-Border Assessment Fee which is 0.9% of your transaction amount.

 
You can set up your debit card for travel outside your normal footprint, including anywhere in the U.S. or internationally using any one of these methods:

• Using the Mobile App, select Cards, then Manage Travel Plans.
• In Online Banking, select Manage Cards, then Manage Travel Plans.
• Or within Online Banking (web-based) and select Settings, then Security Center, then Travel Notice. Simply provide the requested information.

 
Of course, you can also contact Customer Support at 877-672-2265 during business hours and provide us with your travel details. Outside of business hours, please call 888-437-0103, available 24/7.

You can set up your debit card for travel outside your normal footprint, including anywhere in the U.S. or internationally using any one of these methods:

• Using the Mobile App, select Cards, then Manage Travel Plans.
• In Online Banking, select Manage Cards, then Manage Travel Plans.
• Or within Online Banking (web-based) and select Settings, then Security Center, then Travel Notice. Simply provide the requested information.

Of course, you can also contact Customer Support at 877-672-2265 during business hours and provide us with your travel details. Outside of business hours, please call 888-437-0103, available 24/7.

In the Mobile App, select Cards, then Controls & Alerts. Or in Online Banking, Select Manage Cards, then Controls & Alerts. Once in the Alerts tab, you can set alerts for all transactions, no transactions, or selected transactions.

Within Card Manager, you can also lock and unlock your card, set travel plans, report your card lost or stolen, and more.

You can activate your card within My Card Manager in the Mobile App or Online Banking. In the Mobile App, access your account and tap “Cards” to get started. Within Online Banking, log in to your account and then click “Manage Cards”.

Or you can activate your card by calling 1-800-992-3808. When prompted, enter the following information:

• Your new card number
• The 3-digit Card Verification Code (CVC) on the back of your new card
• The last 4 digits of your Social Security Number
• Your 5-digit zip code (the address where the card was mailed)

You can also follow the prompts to set up your PIN after your card activation is complete.

Visit your local office or contact Customer Support at 877-672-2265. 

If your card is lost or stolen, you can lock your card using our Mobile App or Online Banking to prevent unauthorized transactions. However, you should still call 888-437-0103 as soon as possible. This number can be reached 24/7.

You can change your PIN in our Mobile App or within Online Banking. In the Mobile App, access your account and tap “Cards” and then select “Set PIN”. Within Online Banking, log in to your account, click “Manage Cards” and select “Set PIN”.

Or you can call 1-800-992-3808.

Exchange rates are calculated in global currency markets and can fluctuate.

When you are issued a new debit card, you’ll need to update the expiration date and CVC wherever you have your debit card saved for payments, on file with online retailers, within your digital wallet, or for subscriptions.

You can review your monthly checking statement to identify your debit card payments. Or access Card Manager within the Mobile App or Online Banking to see where your card is used for recurring payments or where you have it saved as a Card on File.

Also remember to update your card information in your digital wallet on your smartphone, tablet or smartwatch, such as Apple Pay, Google Pay and Samsung Pay.

If you are activating a new North Shore Bank Platinum Debit Mastercard, pay your monthly cellular bill with your Platinum Debit Card, and you’re automatically covered for up to $600 ($1,000 annually), at no additional cost, if your phone is stolen or damaged (coverage applies to all phones on your monthly plan/bill).
 

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Your debit card will automatically reissue during the expiry month and year on the card (MM/YY). You can expect to receive your new card within the first or second week of the month your current card is set to expire. You can continue using your current card until the first day of the following month.

When your new card arrives, activate it in our Mobile App or within Online Banking.

It’s always a good idea to make sure we have your current mailing address on file. Learn more about updating your contact information.

Please call our Customer Support Team at 877-672-2265. For security purposes, you will need to provide specific data so we can identify you and help you resolve the situation.

If you are using a North Shore Bank debit card, please contact Customer Support at 877-672-2265. Otherwise contact the bank that issued the card.

For security reasons, please call our Customer Support Team at 877-672-2265 regarding your debit card.

Your temporary digital debit card allows you to access your debit card electronically for up to 30 days while you wait for your physical card to arrive in the mail. 

You can use this temporary card for one-time payments or add it to your Apple Pay® or Google Pay™ wallet.
 

There could be several reasons why your debit card PIN does not work, from fraud protection to insufficient funds. For security reasons, please contact our Customer Support Team at 877-672-2265.

Your PIN (Personal Identification Number) is created at account opening or when a new card is set up. You can change your PIN in our Mobile App or within Online Banking. In the Mobile App, access your account and tap “Cards” and select “Set PIN”. Within Online Banking, log in to your account, click “Manage Cards” and select “Set PIN”.

To change your PIN, you can also call Card Services at 1-800-992-3808.

If your card is lost or stolen, you can lock your card using our Mobile App or Online Banking to prevent unauthorized transactions. However, you should still call 888-437-0103 as soon as possible. This number can be reached 24/7.

View a comparison of our debit cards

Please call our Customer Support Team at 877-672-2265. For security purposes, you will need to provide specific data so we can identify you and help you resolve the situation.

The bank cannot dispute “pending authorizations”. Only authorized debit card transactions that have cleared and posted to your account can be disputed.

 

If you have any immediate concerns about a pending charge, contact the merchant directly.

 

View Debit Card Rules.

Please call our Customer Support Team at 877-672-2265. For security purposes, you will need to provide specific data so we can identify you and help you resolve the situation.

There could be several reasons why your debit card does not work, from fraud protection to insufficient funds. Please call our Customer Support Team at 877-672-2265.