SYNERGY CARDS PIN & PAY FAQ (CARDHOLDER)
1. What is PIN?
A PIN, or Personal Identification Number, is a secret code that is either assigned to, or selected by cardholders to prove they are the rightful owner of the payment card. PINs for Malaysian cards have six-digits. Your PIN must always be kept a secret and never noted down.
2. Why is PIN safer than signing?
IN usage can help protect against fraud due to lost or stolen cards, because the card and the PIN are required to make a payment. This is why you MUST always keep your PIN secret.
3. Why do I need to receive a new card to use PIN?
You will be issued a new card because your current card does not support PIN for payment.
4. How do I obtain a PIN?
Synergy Cards will send you a new PIN, or require you to select a new PIN, for your new PIN card. Contact us for further details.
5. Can I change my PIN?
Yes. Follow the instructions provided by Synergy Cards. Contact us for further details.
6. Are Principal and supplementary cards’ PIN different?
Yes, each card has its own unique 6-digit PIN.
7. What happens to my existing card if I do not activate my new card?
You can still use your existing card for a period of 90 days from the date of issuance of the new card. However, we highly encourage you to activate your new card soonest possible for uninterrupted usage.
8. Can I continue using my signature card after I have received my PIN-enabled card?
No. All card issuers in Malaysia are required by Bank Negara Malaysia to upgrade payment cards to PIN. Synergy Cards will decline your old signature card 3 months after issuing you a new PIN card.
9. Is the PIN I use for making purchases the same as the PIN used at ATMs?
Yes. Each card will have only one PIN that can be used for both cash withdrawals at ATMs and purchases at point of sale.
10. What happens if I enter the wrong PIN?
You will be allowed 3 attempts before your PIN is blocked. Limited PIN tries protects you against the possibility of a criminal using your card. If your PIN becomes blocked, contact Synergy Cards to receive a select a new PIN.
11. What happens if I forget my PIN?
Before 1 July 2017, signature will still be allowed when using your new PIN card if you cannot remember your PIN while transacting at an attended terminal. The retailer can assist you to complete your transaction using signature.
After 1 July 2017, you will no longer be allowed to use your card at a point of sale terminal in Malaysia if you do not know your PIN. As a security measure, you must enter your PIN at automated fuel dispensers and other unattended terminals if you are prompted for PIN, even prior to 1 July 2017. If you forget your PIN, you will not be able to use your card at these unattended terminals and please contact Synergy Cards to receive or select a new PIN.
12. How will I know when a PIN is required?
All you need to do is follow the prompts on the terminal. The payment terminal will determine if PIN is required and if so, it will then ask for a PIN.
13. What happens if I use my new PIN card at a terminal not supporting PIN?
In this case, the terminal will process your new PIN card without prompting for PIN, and your signature will need to be verified.
14. Will PIN be used to make card transactions through the Internet or over the telephone?
No. The PIN that you use at point of sale terminals or ATMs must never be entered into the Internet or given over the telephone. Your PIN card will have no impact or change to transactions made via the Internet or telephone.
15. Do I need to enter a PIN whenever I use my card in Malaysia?
No, not all transactions at point of sale will need PIN; Transactions performed at a terminal not yet supporting PIN will still use signature.
16. Will I have to enter a PIN when I use my card overseas?
PIN is required only in countries that have migrated to PIN and PAY. For any of oversea’s terminal does not support PIN, You may continue with signature to authorize payments. Examples of countries that have migrated to PIN are Australia, New Zealand and Germany.
17. How do I keep my PIN secure?
It is very important that you keep your PIN secret so that your card is protected against lost and stolen
card fraud. Ensure your PIN is not easy to guess by avoiding numbers that can be associated with you such
as significant personal dates (e.g. your birthday or anniversary).
Other measures to keep your PIN safe include:
- do not keep a written record of your PIN;
- do not allow another person to see your PIN when you enter it or it is displayed;
- do not keep your PIN in a form that can be readily identified as a PIN;
- do not disclose your PIN to any other person (including persons in apparent authority, family members or spouse);
- do not negligently or recklessly disclose your PIN;
- notify Synergy Cards immediately if you become aware that your PIN has become known to someone else; and ensure any supplementary cardholders who are able to access any of your Card Accounts by a PIN
- keep their PIN secure as set out above.
