FAQs

If you believe the charges are fraudulent, please call us immediately at 888.723.7328 so we can block your card and prevent additional fraud.

If you participated in the transaction(s), we won’t need to close your card. Please contact the merchant in question and try to resolve the discrepancy. If you start with us, the dispute may not be honored by the merchant if they weren’t contacted and given the opportunity to resolve the issue first.

If you’re unable to resolve the dispute, or if the transactions were not made by you or a family member, then you can dispute a transaction online.

Steps to dispute a debit or credit card transaction

1. To dispute transactions from Digital Banking, go to Card Center, then select Dispute Transactions.
2. Select Dispute Transactions again, then select the account associated with the dispute.
3. Complete the steps to give more details on the reason for the dispute. You’ll also have a chance to upload any relevant documents.
4. To track ongoing disputes, go to Card Center > Dispute Transactions, then select Track Dispute.
5. You’ll be able to view your claim status and any communications about your case. You can also upload more documents or withdraw a case.

Note: In order to preserve your rights, you MUST submit your dispute documentation within 60 days of the date of the statement that the transaction(s) appeared.

You can also manage your credit and debit cards with convenient online Card Tools like text alerts, locking and unlocking your card, notifying us when you’ll be traveling, and more. You’ll be automatically enrolled to receive fraud alerts.

 Click here to dispute a Zelle^® or ACH transaction.

Please contact our Member Care Team to dispute a transaction(s) for your business account. You can call us at 888.723.7328, use Chat or schedule a virtual appointment.

Please call us immediately us at 888.723.7328 to close your card, prevent additional fraud charges, and request a new card.

Steps to dispute a debit or credit card transaction

1. To dispute transactions from Digital Banking, go to Card Center, then select Dispute Transactions.
2. Select Dispute Transactions again, then select the account associated with the dispute.
3. Complete the steps to give more details on the reason for the dispute. You’ll also have a chance to upload any relevant documents.
4. To track ongoing disputes, go to Card Center > Dispute Transactions, then select Track Dispute.
5. You’ll be able to view your claim status and any communications about your case. You can also upload more documents or withdraw a case.

Note: In order to preserve your rights, you MUST submit your dispute documentation within 60 days of the date of the statement that the transaction(s) appeared.

You can also manage your credit and debit cards with convenient online Card Tools like text alerts, locking and unlocking your card, notifying us when you’ll be traveling, and more. You’ll be automatically enrolled to receive fraud alerts.

You can submit a travel notification through Digital Banking to ensure that we don’t block your debit or credit card due to suspicious activity. Be sure to provide all your travel details, including all the destinations you may be visiting and any layover cities. Once you submit the notification, you’ll receive a secure Message confirmation that it was received)

If you already started your trip, please call 888.723.7328 for assistance.

Note: We do not allow card transactions in countries sanctioned by the U.S. or prohibited by U.S. law.

For security purposes, your personal identification number (PIN) is not visible to our staff. However, you can reset your PIN.

In Digital Banking

• Go to Card Center > Digital Card Controls > Set/Reset PIN. We’ll send you a Secure Access Code to complete a PIN change.

By phone

• If you reside within the U.S.: You can reset your card PIN yourself by calling 888.891.2435. Be sure to call from the phone number we have on file at Stanford FCU.
• If you reside outside the U.S.: Please call 888.723.7328 speak with a Member Care Team Specialist, or send us a secure Message through Digital Banking

At the branch

• This option is only available for new cards that are instant-issued at the branch.

If you have a new debit or credit card

• Instant-issued at a branch: You’ll be able to select your own unique PIN at the time the card is created.
• Mailed within the U.S.: You should receive your new card within 5-7 days of your request. You will NOT receive a separate PIN mailer. As soon as you receive and activate your card, you can call the number listed on the card to select your own unique PIN. Be sure to call from the phone number we have on file at Stanford FCU.
• Mailed outside the U.S.: Go to Card Center > Digital Card Controls > Set/Reset PIN. We’ll send you a Secure Access Code to complete a PIN change. If you need further assistance, please call 650.723.2509 or 888.723.7328 to speak with a Member Care Team Specialist. 

If you received this message, your card may be locked, or you may need to reset your personal identification number (PIN). There are multiple ways to reset your PIN.

In Digital Banking

• Go to Card Center > Digital Card Controls > Set/Reset PIN. We’ll send you a Secure Access Code to complete a PIN change.

By phone

• If you reside within the U.S.: You can reset your card PIN yourself by calling 888.891.2435. Be sure to call from the phone number we have on file at Stanford FCU.
• If you reside outside the U.S.: Go to Card Center > Digital Card Controls > Set/Reset PIN. We’ll send you a Secure Access Code to complete a PIN change. If you need further assistance, please call 650.723.2509 or 888.723.7328  to speak with a Member Care Team Specialist. 

To check if you have set up any Card Controls, go to Card Center > Digital Card Controls > Card Controls.

You can visit one of our branch locations to have a new card issued instantly. If your card is lost or stolen, you can log in to Digital Banking to order a new card, grab the card info for online purchases, download the digital version to your wallet, and report your card lost or stolen. Don’t use this service if you need rushed delivery, are shipping to an alternate address, or you’re simply replacing a damaged card and want to keep the same card number.

1. Log in to Card Center in Digital Banking 
2. Click on Replace & Order Card
3. Follow the steps to submit your request and block your card
4. Return to Card Center to add your new card to your digital wallet and grab your card info for online shopping and updating any recurring payments
5. If you see suspicious transactions in your account history, visit Dispute Transactions in Card Center to report them to us

You can also block your card and receive a new one by calling 800.234.5354 (domestic) or 303.967.1096 (international collect).

If you simply need a replacement for a damaged card, please contact a Member Care Team Specialist at 888.723.7328 or send us a secure Message through Digital Banking to request a new card.

Take control of your cards with Card Tools!

Credit and debit cards are often a source of fraud, as retailers frequently experience data breaches and the card information they store becomes available on the black market. Stanford FCU has strong fraud prevention systems to help protect our members, but we also have tools to help you manage your own cards!

Check out the Card Tools that are available in Digital Banking and take control of your cards today!

If your personal identification number (PIN) isn’t working, you may need to reset it. There are multiple ways to reset your PIN.

In Digital Banking

• Go to Card Center > Digital Card Controls > Set/Reset PIN. We’ll send you a Secure Access Code to complete a PIN change.

By phone

• If you reside within the U.S.: You can reset your card PIN yourself by calling 888.891.2435. Be sure to call from the phone number we have on file at Stanford FCU.
• If you reside outside the U.S.: Go to Card Center > Digital Card Controls > Set/Reset PIN. We’ll send you a Secure Access Code to complete a PIN change. If you need further assistance, please call 650.723.2509 or 888.723.7328  to speak with a Member Care Team Specialist. 

You may have received a call, text or email from our fraud prevention center due to suspicious activity on your Card. If they suspect your card security has been breached, they may suspend the use of your card until you validate the questionable purchases.

Always remember to file a Travel Notice before leaving the country or even your state, so we don’t block your card for suspicious activity. List all areas you may be visiting, including layover cities. Once the Travel Notice is submitted, you’ll receive a secure Message that it has been received. Please allow one business day for processing.

You can also manage your credit and debit cards with convenient online Card Tools like text alerts, locking and unlocking your card, notifying us when you’ll be traveling, and more. You’ll be automatically enrolled to receive fraud alerts.

If you suspect your Stanford FCU card has been compromised, contact us immediately at 888.723.7328 so that we can help protect you.

Yes, your debit card and credit card are accepted internationally AND they have no foreign transaction fees!

If your ATM card is linked to a checking (spending) account, it will also be accepted internationally. If you’re traveling out of state or out of the country, be sure to set a Travel Notice so we don’t block your credit or debit card. List all areas you may be visiting, including layover cities. Once submitted, you should receive a secure Message that it has been received.

If you’re already traveling, please call us at 888.723.7328 for assistance.

We don’t allow card transactions in countries sanctioned by the U.S. or prohibited by U.S. law.

We have other convenient online Card Tools for your debit card, like text alerts, locking and unlocking your card, and more. You’ll be automatically enrolled to receive fraud alerts.

Your credit card rewards are listed on the last page of your credit card statement, and you can also view and redeem your credit card rewards balance at the Card Center in Digital Banking:

1. Select your card account to view your rewards
2. Click on the Redeem your rewards points link (this will take you to the Rewards site to redeem your points for cash back, gift cards, travel or merchandise)

You can also manage your credit card with convenient online Card Tools like text alerts, locking and unlocking your card, notifying us when you’ll be traveling, and more. You’ll be automatically enrolled to receive fraud alerts.

There is no card replacement fee to replace lost or stolen debit or credit cards. You can find all of our current Schedule of Fees listed here.

If your card is lost or stolen, you can log in to Digital Banking to order a new card, grab the card info for online purchases, download the digital version to your wallet, and report your card lost or stolen. Don’t use this service if you need rushed delivery, are shipping to an alternate address, or you’re simply replacing a damaged card and want to keep the same card number.

1. Log in to Card Center in Digital Banking
2. Click on Replace & Order Card
3. Follow the steps to submit your request and block your card
4. Return to Card Center to add your new card to your digital wallet and grab your card info for online shopping and updating any recurring payments
5. If you see suspicious transactions in your account history, visit Dispute Transactions in Card Center to report them to us

You can also block your card and receive a new one by calling 800.234.5354 (domestic) or 303.967.1096 (international collect).

If you simply need a replacement for a damaged card, please contact a Member Care Team Specialist at 888.723.7328or send us a secure Message through Digital Banking to request a new card.

Take control of your cards with Card Tools!

Credit and debit cards are often a source of fraud, as retailers frequently experience data breaches and the card information they store becomes available on the black market. Stanford FCU has strong fraud prevention systems to help protect our members, but we also have tools to help you manage your own cards!

Check out the Card Tools that are available in Digital Banking and take control of your cards today!

1. To track ongoing disputes, go to Card Center > Dispute Transactions, then select Track Dispute.
2. You’ll be able to view your claim status and any communications about your case. You can also upload more documents or withdraw a case.

Don’t forget to add your credit card to your mobile wallet (Apple Pay, Google Pay or Samsung Pay). You can also manage your credit and debit cards with convenient online Card Tools like text alerts, locking and unlocking your card, notifying us when you’ll be traveling, and more. You’ll be automatically enrolled to receive fraud alerts. And be sure to take your card with you when you travel - there are NO foreign transaction fees (other cards charge up to 3%).

There are multiple ways to select or change your personal identification number (PIN). 

In Digital Banking

• Go to Card Center > Digital Card Controls > Set/Reset PIN. We’ll send you a Secure Access Code to complete a PIN change.

 By phone

• If you reside within the U.S.: You can reset your PIN yourself by calling 888.891.2435. Be sure to call from the phone number we have on file at Stanford FCU.
• If you reside outside the U.S.: Please call 888.723.7328 to speak with a Member Care Team Specialist, or send a secure Message through Digital Banking.

At the branch

• This option is only available for new cards that are instant-issued at the branch.

If you have a new debit or credit card

• Instant-issued at a branch: You’ll be able to select your own unique PIN at the time the card is created.
• Mailed within the U.S.: You should receive your new card within 5-7 days of your request. You will NOT receive a separate PIN mailer. As soon as you receive and activate your card, you can call the number listed on the card to select your own unique PIN. Be sure to call from the phone number we have on file at Stanford FCU.
• Mailed outside the U.S.: You will receive a randomly selected unique PIN shortly after you receive your new card. You will not be able to change your PIN due to international phone number limitations.