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What can I do if I don't recognize a transaction? Or if there is an unauthorized transaction on my account?

Contact STCU for help identifying the transaction or to block your card. To dispute a transaction, you must notify STCU within 60 days of the statement date.

To save time, you can also submit your dispute online: Log in to online banking and select "dispute a transaction" in Self-service.

How do I report my card lost or stolen?

For STCU debit card support during regular business hours, call STCU at (509) 326-1954 or (800) 858-3750.

After hours, call (888) 241-2510 in the U.S.; (909) 941-1398 internationally.

Tip: Don't want to wait 10 days to get your a replacement card? Consider getting an instant-issue debit card!

How do I activate my STCU Debit Mastercard?

Your debit card can be activated by signing into online banking at stcu.org and selecting “activate my card” under the Self-service menu or by calling (866) 762-0558 from the primary phone number on your STCU account. You'll also need the primary account owner's Social Security number. Alternately, you can use the PIN, which is mailed to you, to activate your debit card at an ATM or a merchant.

If you are unable to activate your card, please contact STCU via phone or LiveChat during regular business hours to be connected to a card services representative who can activate your card for you. This service is available 7:30 a.m. - 5:30 p.m. Monday through Thursday and 7:30 a.m. - 6 p.m. Friday.

What should I do if I will be traveling with my STCU debit card?

If you are planning a trip for any length of time, let us know, using the travel notification app in online banking or the STCU mobile app. By notifying STCU before you travel, you'll help avoid disruption of service when using your card away from home.

You can also make your travel notification with STCU before your trip by calling (509) 326-1954 or (800) 858-3750 or visiting any branch location during regular business hour.

Travel notification is important because it is often hard for us to differentiate a stolen card from the authorized user. Letting us know about your travel plans beforehand will ensure we don't mistake any unusual purchases for possible fraud and block your card.

What can I do if my debit card is declined when trying to make a purchase?

Please call STCU at (509) 326-1954 or (800) 858-3750 during regular business hours. We'll research the issue to determine why your card was declined.

What should I do if I enter my PIN incorrectly too many times?

If you enter your personal identification number (PIN) incorrectly too many times, your card may be locked temporarily. If this happens,  please call STCU at (509) 326-1954 or (800) 858-3750 during regular business hours. We'll verify your identity and unlock your card.

How do I set or change the PIN on my STCU debit card?

Your debit card PIN can be set or changed by signing into online banking at stcu.org and selecting “Set my PIN” under the Self-service menu or by bringing your debit card to any STCU branch location. Updating your PIN is recommended if it’s been forgotten or potentially exposed.

You can also change your PIN at many of the surcharge-free ATMS supported by STCU. (Note: Not all ATMs support PIN management services.) Insert your individual or business debit card into the ATM and look for the "Change PIN" option. Then follow the prompts to write the new PIN to your card. (This works for your STCU credit card too!)

Why did I receive a text/email/call about fraud?

STCU's free fraud monitoring service is constantly scanning for possible fraud on your debit card. If a transaction looks suspicious, you will be contacted by text (#32874). If we do not have a mobile phone number on file, or if you have opted out of texts, we will send you an email. If we do not have an email address on file, or if we do not receive a response in a certain amount of time, our fraud monitoring service will call you from either (877) 276-3721 or (866) 518-0213 with a message requesting that you call back a randomized number.

Note: If you call back from a number other than the primary number on file, you will be transferred to a fraud analyst to verify your identity

If you're looking for more information about debit card controls, please visit debit card controls support.


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