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Frequently Asked Questions about Digital Wallets
What is a digital wallet?
A digital wallet refers to electronic devices and programs used for making payments for purchases digitally, without presenting a physical credit card, debit card, or cash. They store your payment options, such as credit and debit cards, allowing you to conveniently use your smartphone or smartwatch to make a purchase. Apple Pay and Google Wallet are two popular digital wallets.
Are digital wallets safe?
Yes. Digital wallets have a built-in security feature called tokenization that keeps your credit or debit card number unknown to merchants when you make a purchase. When you pay for something, instead of sending your actual credit or debit card number to the merchant, the digital wallet generates a one-time-use random number called a token. A token made up of random numbers that is used to process the payment, while your personal information remains secure.
You can also enable additional security features on your smartphone to access your digital wallet such as a PIN or biometric information such as a fingerprint or facial recognition.
How do I know which digital wallet to choose?
Major digital wallets like Apple Pay and Google Wallet are dependent on the phone you carry. For example, you can’t use Apple Pay on an Android phone and vice versa.
Also, your use of a digital wallet may also be limited by where you shop. Not all merchants accept digital wallets, so you’ll still need to carry your physical CCU credit or debit card as a backup payment method.
Can I make purchases if I don’t have my physical debit or credit card?
Yes. While you wait for your card to arrive in the mail, you can access your physical card details within our mobile app or online banking. Please allow for up to 24 to 48 hours for new cards to become available in the mobile app or online banking. Once available, your card can be used immediately for online purchases.
Within the Card Details screen, click on View Card Info and complete the verification steps for your Secure Access Code. We recommend that you use your physical card details to set up recurring payments (aka card-on-file) such as cell phone, streaming services, gym memberships, delivery services, etc.
You can also start making purchases immediately with your smartphone after you’ve added your card to your digital wallet. You can use your smart device in stores that accept contactless payments. If the merchant doesn’t accept Apple Pay or Google Wallet, you can use your physical CCU credit or debit card to pay for purchases.
How do I set up my digital wallet?
You could add the card manually via Apple Pay or Google Wallet, but it’s easier to log into the CCU Mobile App and do it that way.
1. Click on the credit card or checking account tile (for a debit card) that you want to add to your digital wallet.
2. Select Account Services, then Card Management.
3. Choose Card Details for the debit or credit card that you want to add to your digital wallet.
4. Select Add to Wallet, then follow the steps to complete the process of adding your card to your digital wallet.
When I manually add my card to my Apple Pay digital wallet, I’m being prompted to contact CCU to very my card. Why?
The most common reason is due to a mismatch between the address registered in your iTunes account and the billing address associated with your card. You can easily bypass this by adding your card to Apple Pay directly from our mobile app.
Can I use the card that I added to my digital wallet if I don’t activate my physical card?
Yes, but when your physical card arrives in the mail be sure to activate it as soon as possible.
If my physical card was lost, stolen, compromised or damaged, can I use my CCU card that I added in my digital wallet to make a purchase?
Yes, you can use your CCU debit or credit card that you added to your digital wallet for purchases when your card is reported lost, stolen or damaged. Please contact us at 1.877.275.2228 or visit a branch as soon as possible to report your card lost or stolen. We will assist you with ordering a new card.
Do I need to add my new replacement debit or credit card in my digital wallet when I get a new card due to reporting it lost or stolen?
Yes, you will need to add your replaced lost/stolen card to the Apple Pay/Google Wallet. You will need to remove the lost/stolen card from the wallet as well.
Why is the expiration date on my digital debit card different from my physical card?
We will automatically activate your debit card so that it can be used for online transactions and can be added to your digital wallet. The digital card in online banking and our mobile banking app will have a temporary expiration date until the physical debit card is activated.