Credit Card Security Tips
Help us protect you by following some simple guidelines as you go about your everyday life with your First Citizens credit cards.
Credit Card Safety Tips
Credit Card Tools to Minimize Fraud
Email Notifications
First Citizens email alert service delivers convenient, fast and secure real time notifications. Receive email alerts via your mobile device/personal computer after every credit card and prepaid card transaction. Our email alert service will help you to identify any suspicious transactions. Each notification will provide you with a brief transaction description that includes the merchant’s name, the transaction status (whether approved or declined), transaction value and your real time available card balance.
- Get easy access to real time available card balances
- The service is FREE to you
- Detect fraudulent transactions faster and easier
Signing up for email alerts is simple!
New and existing credit card and prepaid cardholders can register for email alerts by providing your full name, a valid email address and telephone contact via:
- First Citizens Online Banking. Send a secure message to our Electronic Banking Unit.
- Email. Send us an email at fcttcreditcardnotifications@firstcitizenstt.com
- Any First Citizens branch or our Credit Card Centre (1st Floor, 62 Independence Square, Port of Spain).
Fast activation!
Upon receipt of your request, a representative from the First Citizens Electronic Banking Unit will contact you.
Subsequently, an email will be sent to you with the terms and conditions of the email alert service for your confirmation. The service will be activated within 24 hours upon receipt of your confirmation email.
Questions?
For any concerns or questions, feel free to send us a secure message via online banking, email fcttcreditcardnotifications@firstcitizenstt.com
*Registration of the First Citizens email alert is applicable only to the primary card holder.
This service is not applicable to First Citizens business credit cards.
Kindly note internet and/or data services must be enabled on your mobile device/personal computer to receive email alerts.
One Time Passcode (OTP) Authentication FAQs
What is a One-Time Passcode (OTP)?
An OTP provides an enhanced level of security during online purchases, protecting you against unauthorised use of your First Citizens VISA and MasterCard Credit Cards via a 6-digit code that can only be used once. It is easy to use, quick and provides added assurance when using your VISA and MasterCard to make purchases online.
How does OTP technology work?
OTP technology creates random numeric codes when you make online purchases at merchants enabled with 3D Secure Technology. The OTP is automatically sent to your email address registered on file with First Citizens. Once you receive the OTP, enter the correct 6-digit numeric code into the field provided to complete your transaction.
When do I need to use an OTP?
When you shop at online merchants supported by 3D Secure Technology known as Visa Secure (previously Verified by Visa) and MasterCard Identity Check (previously Secure Code), you will be required to enter an OTP to complete your transaction. As customary, enter your payment details. A pop-up screen will appear which will prompt you to send the OTP to your email address registered on file with First Citizens. Then enter your correct OTP received to verify and complete your transaction.
How can I identify online merchants enabled with 3D Secure Technology?
Online merchants enabled with 3D Secure Technology will display the Visa Secure (previously Verified by Visa) and MasterCard Identity Check (previously Secure Code) logos on their website.
Is there a cost to receive an OTP via email?
This service is free to all First Citizens Credit Card cardholders.
Is registration required for OTP technology?
No registration is required. To receive your OTP via email, you must have a valid email address registered on file with First Citizens.
How can I verify or update my email address?
To verify or update your email address, simply login to First Citizens Online Banking and follow the steps outlined below:
Step 1 – Click “My Home” main tab
Step 2 – Select the “About Me” sub-tab
Step 3 – Go to “Email and Phone”
Step 4 – Input your email address (if required)
Step 5 – Click the “Submit” button to save and update your email address
Can I opt out of OTP authentication?
No, an OTP is mandatory for websites that support the 3D Secure Technology authentication process.
How long is the OTP valid for once I receive it?
Your OTP expires after 5 minutes and is valid for a single transaction. Please note, that you will be unable to use your OTP once you have exited the website or close the browser.
How long does it take to receive an OTP?
You will receive your OTP within 10 to 20 seconds once you enter your payment details and submit your transaction.
Can I use the OTP for multiple transactions?
No, each OTP is valid for a single transaction only.
What should I do if I do not receive the OTP?
If you do not receive the OTP, you can:
- Click the resend button a maximum of three times. A maximum of three OTPs can be sent to your email address for a single transaction.
- Verify your email address on file with First Citizens by logging into Online Banking.
- Check your email account Junk/Spam folder, and search for emails from otp-notification@firstcitizenstt.com
- Send us a Secure Message or an email at channelsupport@firstcitizenstt.com and one of our customer service representatives will contact you.
What occurs if I input my OTP incorrectly?
If you input your OTP incorrectly, you will be prompted to re-enter. If you enter the code incorrectly three times you will need to restart the transaction, which will prompt a new OTP to be sent to you.
How do I know if my OTP was successfully entered?
You will receive a notification on the screen advising transaction successfully completed.
How do I know that the OTP request page is genuine?
The First Citizens logo alongside your card’s Brand (VISA or MasterCard) will be displayed. The OTP page will display a summary of the transaction being attempted and your confirmation to send the OTP to you via the email address on file. You will not be asked to supply any personal information. You will only be required to enter the 6-digit OTP.
Card Lock
Card lock or card freeze lets you essentially “turn off” your credit card when not in use which is particularly helpful if you lose your card.
Using the First Citizens mobile app you can “block” and “unblock” your card.
Log into your mobile app select “Cards”, then “Services”. Select the “block” option and an immediate “temporary” block will be placed on your credit card. Follow the same steps to turn your card “on” again by selecting ‘unblock” once you are ready to do.
Credit Card Chargebacks FAQs
Q1: What is a chargeback?
A chargeback is a claim submitted by a cardholder to dispute the legitimacy of a transaction charged and posted to his/her credit card account.
Q2: What are valid reasons for chargeback?
A transaction can be disputed for any of the following reasons:-
• Goods Not Received
• Duplicate transaction
• Unauthorised (fraudulent)
• Difference In Amounts
• Cash Not Received
• Credit Not Received
• Service Cancelled
• Paid by alternate means
• Service not Received
• Declined but Still Charged
Q3: What should I do if an incorrect amount was charged on my Credit Card or I have not received the goods or service?
Before initiating a claim, attempt to resolve the dispute with the merchant. If you do not receive a refund from the merchant or they are unable to resolve the dispute, you can download, complete, sign and submit the Credit Card Dispute Form via email to Credit.Card_Chargebacks@firstcitizenstt.com. Be sure to include any supporting documents you may have from your contact with the merchant.
Q4: I have noticed an unauthorised transaction on my credit card account. What should I do?
If you notice an unauthorised transaction on your account, you should immediately report this to the Bank to block your card and secure your account. You also have the ability to block your card via the Bank’s Mobile Banking App card services “hotlist’ option. You are then required to complete and submit the dispute form to the Bank.
Q5: How do I submit a chargeback request with the Bank?
To submit a chargeback requestyou must download, complete, sign and submit the Credit Card Dispute Form via email to Credit.Card_Chargebacks@firstcitizenstt.com.
You must provide all relevant requested information and any supporting documents you may have from your contact with the merchant.
Upon receipt, you will receive an acknowledgment email informing you of the estimated timeframe within which the request would be completed.
Q6: What information or documents are needed to file a dispute?
The more information you provide to support your chargeback claim, will assist the Bank to be able to present your claim. In addition to the chargeback form, information in the form of invoices, receipts and evidence of conversations with the merchant e.g. online chat or emails are required.
Q7: How long does the chargeback process take?
According to both Visa and MasterCard Regulations, the process can be completed and the dispute resolved within a minimum of ten (10) weeks to a maximum of six (6) months.
Q8: Who should complete the dispute form?
The dispute form(s) must be completed and signed by the primary cardholder on whose credit card the disputed transaction was observed.
Q9: How long do I have to make a chargeback claim?
Transactions must be disputed within fourteen (14) calendar days from the date after an unfamiliar transaction is noticed. Register for the Bank’s Online and Mobile Banking and email notification alerts to monitor your account in real time.
Q10: What is the maximum number of transactions which can be disputed?
Based on card brand rules, the maximum number of transactions that can be disputed in any given submission is thirty five (35).
Q11: How do I check the status of my chargeback request?
An email can be sent to Credit.Card_Chargebacks@firstcitizenstt.com to inquire on the status of a chargeback request
Q12: Is there a fee for disputing a transaction?
There is no fee for disputing a transaction. However, upon investigation, if the disputed transactions is found to have been conducted by the customer, a fee of TT$50.00 will be applied for every disputed transaction.
Q13: How is the value of the chargeback determined?
The value claimed cannot exceed the value of the original transaction. Where a partial refund has already been made, the chargeback will cover the remaining amount of the original transaction only.
Q14: What is the difference between a chargeback and a refund?
When you make a chargeback claim, the Bank will request a refund from the merchant on your behalf. There is no guarantee that the merchant will agree to the request or that the Bank will be able to recover the money.
With a refund, the merchant accepts responsibility for refunding you directly, without the need to make a claim through the Bank. You should always request a refund from the merchant first before making a chargeback claim.
Q15: When I dispute a transaction will my card be replaced?
Your card will only be blocked and replaced if your dispute is submitted for an unauthorised transaction.
Q16: Can I dispute a Chip & PIN transaction as unauthorised?
No, based on the card brand rules and regulations there are no dispute rights for transactions authorized using the card’s PIN for cards with Chip & PIN technology.
Q17: Who governs the chargeback process?
MasterCard) rules. While there is no guarantee that the Bank will recover the money through the chargeback process, all claims received are assessed and feedback provided by the Bank.
Tips to Minimize Fraud
Security Tips to reduce Friendly Fraud
Reducing friendly fraud can help reduce chargebacks.
There are two main causes of friendly fraud:
Transaction confusion—the cardholder does not recognize the purchase when checking their banking statement and believes they were a victim of fraud and so they dispute the charge.
First-party fraud – Someone else in the household makes a purchase without letting the cardholder know. This can happen for example when a household member pays to stream a movie online using the credit card that’s on file with the streaming service.
Below are some helpful tips to prevent disputing legitimate charges on your credit card account.
1. Keep track of your credit card purchases
Purchase confusion and disputes often arise from simple forgetfulness. One simple solution would be to retain paper receipts to reconcile your monthly credit card statement.
2. Know where your card is at all times
It’s obvious to say but the most reliable way to protect your card from unauthorized purchases is to keep it out of the hands of people who shouldn’t have it. Remember to keep credit cards in a safe, secure place at all times.
3. In app purchases
Maybe a family member made a purchase and never told you about it or your child made a few in-app purchases in a game. Known as “purchase confusion” or “friendly fraud” disputing legitimate charges feeds misinformation into the system when your own purchases are flagged as potential fraud. To minimize these types of transactions you can do the following:
- Select the option to always require your password for in app purchases.
- You can turn off in-app purchases through your phone’s settings controls
4. Work with your bank to resolve disputes
If you see a charge you are uncertain about send us a secure message asking for additional information. The detail provided by the bank can often help you to identify the charge.
What should I do if my Credit Card is lost or stolen?
You are required to immediately send a WhatsApp message to 774-CARD (2273) or call 62-FIRST (623-4778) option 1 or 3 to make a report and a new Credit Card will be issue and delivered to your local mailing address. Our Contact Centre is available every day from 6am to 10pm.
If you are abroad, send a WhatsApp message to 868-774-CARD (2273) or call:
- VISA at 1-800-396-9665 when in the U.S.A /Canada, or in other countries, call 1-303-967-1098
- MasterCard at 1-800-307-7309 when in U.S.A /Canada, or in other countries, call 1-636-722-7111
- Any time you think your credit card may have been compromised, don’t forget that you can always “block” your card from within the First Citizens Mobile Banking App. To do so, log into your mobile app, select “Cards”, then “Services.” Select the “hotlist” option and an immediate permanent block will be placed on your Credit Card.
- To prevent unauthorized use of your card when you are not using the card, log into your mobile app select “Cards”, then “Services”. Select the “block” option and an immediate “temporary” block will be placed on your credit card. Follow the same steps to turn your card “on” again by selecting ‘unblock” once you feel it’s safe to do so.
Travel Security Tip: Record Your Travel with the Bank
Protect your card when travelling abroad. Before your trip, send us your travel details so that we can contact you in case of emergencies, and monitor your card activity for any suspicious transactions.
Informing us of your travel details is easy! Send us a secure message via Online Banking and be sure to include the following details:
· Name
· Destination
· Date of Departure and Return Date
· Contact Information – phone number and email address while abroad
Cardholders are encouraged to monitor their credit card transaction activity through their email alerts or via their Online Banking or Mobile Banking App.
Tips for Avoiding Chargebacks
Tip 1: Be clear on return, refund and cancellation policies
When transacting at merchants especially Travel and Entertainment Merchants e.g. Hotels, Airlines, Car Rentals, Cruises etc. be clear on the return, refund or cancellation policies. This is important as it details the merchant’s terms and conditions and liability if a dispute is made against them. Disputing a transaction at any such merchant does not guarantee you will be reimbursed.
Tip 2: Currency Conversion
When you make a credit card purchase or an ATM withdrawal involving a foreign currency, the amount must be converted to your home currency in order to be processed by your card issuer and charged to your account. You would be charged a currency conversion fee for that purpose. This would account for the difference in the purchase amount versus the charged amount on your credit card statement.
Tip 3: Subscription Charges
When you opt in for a free subscription trial you may be presented with an option to input your card information. This means after the free trial period is over the merchant will automatically bill you for the subscription. If you do not wish to be charged remember to cancel the subscription and remove your card information before the trial period is over.
Tip 4: Pending Transactions
If you have a pending transaction that was authorized but never posted to your account send us a secure message or email authorizations@firstcitizenstt.com requesting to have the transaction dropped. Examples of pending transactions and the required supporting documentation is outlined below:-
| Example | Supporting Documentation |
|---|---|
| 1. Transaction Declined but still pending. | Decline Receipt |
| 2. You cancelled the transaction with the merchant and you are awaiting a refund but the transaction is still pending. | Approval Receipt Cancellation Receipt |
Tip 5: Transaction Amount
When doing a Chip & PIN Transaction at a merchant be sure to verify the transaction amount before you input your PIN. This will ensure the amount being authorized is correct.
Tip 6: Never Share Your Card Information
You should never disclose or share your card information with anyone. Doing so means you are liable for all transaction completed.
Tip 7: In App Purchases
In-app purchases, prompt users to pay extra for subscriptions, premium features or game add-ons. They are a standard feature on apps available through the Apple App Store and Google Play. Gaming apps encourage players to buy extra lives, unlock new levels or even finish a game for a small fee. These spur-of-the-moment purchases can be an especially costly surprise for parents who allow their children to play games on their phones or tablets as users do not need to enter their credit card information or even a password. To minimize these types of transactions you can do the following:
- Select the option to always require your password for in app purchases.
- You can turn off in-app purchases through your phone’s settings controls.
Security tips when transacting in person or online
Tips to keep safe when shopping Online
- Look for the “s”: When shopping online, check the URL to ensure it begins with “https://”. The “s” at the end indicates a secure connection.
- Be on the alert – signing up for transaction alerts means you can see when your account has been used for a purchase.
- Avoid shopping on public Wi-Fi – Cybercriminals scavenge for information on public Wi-Fi networks. They latch onto the same Wi-Fi signal and intercept information while it’s being transmitted, thus gaining access to your confidential credit card information and other sensitive data such as account passwords or banking credentials.
- Beware of phishing scams – Be careful of unsolicited and suspicious emails or phone calls. They may try to steal personal information like your account number, username and password. If in doubt, do not click on any links or download files.
- Protect your computer with an antivirus software/security Software. Make sure your computer and other mobile devices are loaded with the most recent and reputable antivirus and antispyware software that protects you from hackers and identity thieves.
- Keep a record of your online credit card receipts. When you use your credit card online, don’t forget to keep a copy of your receipt. You can then compare the amount on your receipts to the amount on your credit card billing statement to make sure the amount matches.
- Do not share your One Time Password (OTP) with anyone. NEVER give out your OTP to anyone even to a person claiming to be a bank representative. Keep it personal and guard them well.
- If you suspect you card is compromised, call the bank immediately to have the card blocked and replaced.
- Never send your credit card number in an email. Emails are broadcast over the Internet in plain text and can be intercepted by anyone.
- The use of First Citizens Credit Cards for Online Gambling transactions is strictly prohibited. As such, these transactions would be declined.
- The use of First Citizens Credit Cards to conduct face to face or non-face to face transactions at the countries listed below is strictly prohibited. As such, these transactions would be declined. The list may be updated periodically so you should always review prior to travelling.
| Listed Countries | Listed Countries |
|---|---|
| 1. Albania | 15. North Korea |
| 2. Burundi | 16. Somalia |
| 3. Democratic Republic of the Congo | 17. Syria |
| 4. Iraq | 18. Yemen |
| 5. Libya | 19. Bosnia & Herzegovina |
| 6. Nicaragua | 20. Cuba |
| 7. Serbia | 21. Iran |
| 8. Sudan and Darfur | 22. Lebanon |
| 9. Venezuela | 23. Montenegro |
| 10. Belarus | 24. Russia |
| 11. Central Africa Republic | 25. South Sudan |
| 12. Former Yugoslav Republic of Macedonia | 26. Ukraine |
| 13. Kosovo | 27. Zimbabwe |
| 14. Mali |
Point of Sale Security Tips
Stay alert
- Be vigilant at merchants never let your card out of your sight
- Use your card at merchants where the Point of Sale (POS) machine is always visible
- Do not provide any personal information to merchants other than your ID
- If your transaction was “declined” make sure you get a copy of the receipt
- Always leave with your card and receipt
Keep your PIN safe
- Never divulge your PIN to anyone, not even family
- Cover your hand when entering your PIN at the Point of Sale terminal
- Verify the transaction value prior to entering your PIN and finalizing your transaction
Transactions Alerts
- Make sure you sign up and enable transaction alerts to receive real time notifications for Point of Sale transactions
- Log in to your Online Banking or Mobile Banking to review your account activity regularly. If there are transactions that you do not recognize contact the Bank immediately to have your card blocked and replaced. You can also block your card via the Bank’s Mobile Banking App card services “hotlist’ option yourself. Send a secure message via Online Banking to have your card replaced
Transaction Queries
- If you conducted a Point of Sales transaction and your account was debited twice or the transaction declined but you were still charged, complete the Credit Card or Visa Debit Card dispute form and submit it to the Bank via the email address listed below. Click here to access and download the Credit Card or Debit Card Dispute form.
- Credit Card Dispute email – Credit.Card_Chargebacks@firstcitizenstt.com
- Visa Debit Card Dispute email – linxdebitcarddisputes@firstcitizenstt.com
ATM Security Tips
Keep your PIN a secret
- Your PIN is the most valuable security measure when you access your account through an ATM, so make sure you keep it a secret.
- Always block the view of the ATM keypad with your hand while entering your PIN. Never disclose your PIN to anyone, not event family.
- Avoid writing it down anywhere and commit it to memory.
Don’t accept help
- Never accept help from anyone at the ATM.
- Never disclose your PIN to anyone or get them to transact on your behalf. Don’t count your cash in front of others.
Choose the right location
- Using a secured ATM is essential for your safety.
- Always use ATM machines during the day or at well-lit locations during the night.
- Avoid using an ATM after midnight or one that’s in a deserted place.
Stay alert
- Stay alert at all times while accessing an ATM and aware of your surroundings.
- Never use any ATM that has suspicious protruding parts or unusual card readers or if you smell glue.
Transactions Alerts
- Make sure you sign up and enable transaction alerts to receive real time notifications for ATM transactions.
ATM never returned my card
- If you are utilizing an ATM and it kept your card contact the bank immediately via 62-First to have the card blocked.
- You can also block your card via the bank’s Mobile Banking App card services “hotlist’ option yourself. Send a secure message via Online Banking to have your card replaced.
Transaction Queries
If you did an ATM transaction and your account got debited but you never received the funds or you received some of the funds complete the Credit Card or Visa Debit Card dispute form and submit it to the bank via the email address listed below. Click here to access and download the Credit Card or Debit Card Dispute form.
Credit Card Dispute email – Credit.Card_Chargebacks@firstcitizenstt.com
Visa Debit Card Dispute email – linxdebitcarddisputes@firstcitizenstt.com
Pay at the Pump Safety Tips
Many customers fuel up three or more times each month, making gas stations a very popular place to use your credit card. Before you insert your card at the gas pump next time you visit the gas station, consider the following best practices to help safeguard you:-
Keep your PIN safe
- Cover your hand when entering your PIN at the gas pump.
Stay alert
- Never use any gas pump that has suspicious protruding parts or unusual card readers or if you smell glue.
- Use good judgment when selecting a gas pump. Ideally, choose one close to the building and well-visible by employees inside. Such pumps are less likely to be tampered with.
- Always remember to hang up the pump properly to ensure the gas sale is finalized.
Transactions Alerts
- Make sure you sign up and enable transaction alerts to receive real time notifications for Pay at the Pump transactions.
- Log in to your Online Banking or Mobile Banking to review your account activity regularly. If there are transactions you do not recognize contact the bank immediately to have your card blocked and replaced. You can also block your card via the bank’s Mobile Banking App card services “hotlist’ option yourself. Send a secure message via Online Banking to have your card replaced.
Transaction Queries
- If you conducted a Pay at The Pump transaction and your account was debited twice or the transaction declined but you were still charged, complete the Credit Card or Visa Debit Card dispute form and submit it to the bank via the email address listed below. Click here to access and download the Credit Card or Debit Card Dispute form.
- Credit Card Dispute email – Credit.Card_Chargebacks@firstcitizenstt.com
- Visa Debit Card Dispute email – linxdebitcarddisputes@firstcitizenstt.com
First Citizens Credit Cards with Chip and PIN technology
What is a Chip and PIN credit card?
A credit card with Chip and PIN technology contains an encrypted embedded microchip, which stores data more securely and strongly reduces the possibility of fraud. The security of this technology automatically creates an enhanced customer experience.
What are the benefits of Chip and PIN credit cards?
Guaranteed international acceptance at merchants including those in the UK and Europe.
Increased protection against lost, stolen or counterfeit card fraud through the ability of the chip to securely store and process data.
Additional layer of security when Chip and PIN credit card is used at a Chip and PIN point of sale terminal/merchant. In this scenario, the customer is required to input his/her PIN, which he/she alone should know.
Will my First Citizens Credit Card no longer have a magnetic stripe then?
Your First Citizens Credit Card will carry both Chip and PIN technology plus the magnetic stripe technology, so that your card will be accepted in essence at all point of sale machines and ATMs worldwide.
Does this mean that the magnetic stripe technology, which is currently on the back of my First Citizens credit card, is not secure?
The magnetic stripe technology is and continues to be very secure. The Chip and PIN technology simply moves to make an already very safe payment system even more secure.
First Citizens, as part of its core credit card operations, currently protects and will continue to diligently protect our cardholders from fraud via our 24/7 credit card monitoring service, whether the card carries magnetic stripe technology only or if it carries magnetic stripe technology plus the Chip and PIN technology.
Can a First Citizens Credit Card with Chip and PIN technology be compromised?
The Chip and PIN technology is the new technology in the payments world, mandated by the international payments associations VISA and MasterCard International. To date, in line with the benefits of the technology, we are not aware of situations where credit cards with the Chip and PIN technology have been compromised. If that unlikely scenario occurs, then the situation will be handled in line with the rules as prescribed by VISA and MasterCard International.
How will my First Citizens Chip and PIN Credit Card work?
Your First Citizens Chip and PIN Credit Card allows you to do everything you currently do with your credit card; i.e. local, international and online purchases and cash withdrawals.
The difference that the Chip and PIN technology brings is in how your credit card transaction is processed.
The processing of a purchase transaction depends on whether the merchant’s point of sale machine is chip enabled or non chip enabled. In Trinidad and Tobago and internationally, there are merchants with chip enabled machines and merchants with non chip enabled point of sale machines. Similarly, there are also chip enabled and non chip enabled ATM machines.
The process for online transactions is unchanged. However attention is to be paid to the expiry date which you may agree to store on the sites where you regularly shop.
Will all merchants eventually process credit card transactions on Chip Enabled point of sale machines?
Eventually all merchants worldwide will be using Chip Enabled point of sale machines. Currently the technology is more dominant in Europe but is on the way to becoming the accepted technology worldwide, as this is the mandate of both VISA and MasterCard International.
To ensure a smooth customer experience, Banks which issue credit cards, including First Citizens, will offer credit cards with both magnetic stripe and Chip and PIN technology, so that customers can pay at both Chip Enabled and Non Chip Enabled point of sale machines.
How will my First Citizens Chip and PIN Credit Card work at a chip enabled point of sale or ATM machine?
When doing a purchase at a merchant with a chip-enabled Point of Sale machines, the cardholder is required to enter his/her PIN to verify the transaction, similar to how a LINX transaction is done. The system validates the data on the Chip and the PIN, resulting in a more secure transaction.
There is no requirement for the customer’s signature in this scenario. When the transaction is complete, the merchant will be prompted to remove the card, will receive the sales slip and will provide the customer with his/her copy.
Please note that the card is inserted in the point of sale machine at the start of the transaction and left there for the duration of the transaction. Removal of the card during the transaction will terminate the transaction.
Withdrawals at chip enabled ATMs require the input of the PIN, as is customary.
Am I still required to sign at the back of the First Citizens Credit Card with Chip and PIN technology?
Yes. Even though we refer to the credit card as the “First Citizens Credit Card with Chip and PIN technology” please note that the card also carries the magnetic stripe technology.
The magnetic stripe technology allows the cardholder to do a purchase transaction at a merchant whose point of sale machine is not chip enabled. In this scenario, the cardholder will be required to sign the sales receipt and so his signature on the sales receipt will be compared to the signature on (i) the back of the credit card as well as (ii) the form of picture identification presented.
What is the importance of my PIN with my First Citizens Chip and PIN Credit Card?
Your PIN is required to process purchase transactions at chip enabled point of sale machines as well as for cash withdrawals at chip and non chip enabled ATMs.
Therefore your PIN has now become even a more central security element for your purchase transactions, similar to how you process LINX transactions. Whilst a sizeable number of point of sale machines in Trinidad and Tobago may be non chip enabled, it is strongly recommended that you remember your PIN, as you never know when you will interact with a chip enabled point of sale machine, either locally or internationally.
Your First Citizens Chip and PIN Credit Card will be blocked after three (3) inaccurate PIN attempts.
What are the additional fees on the First Citizens Chip and PIN Credit Card?
There are no additional fees. All fees remain unchanged.
Is the Chip and PIN technology available for my Debit/LINX card as well?
This technology is only available on credit cards at this time.
Security Technology/Transactions
Contactless Transactions
What is Contactless technology?
This feature allows you to simply ‘tap-and-go! The terminal and card communicate using Near Field Communication (NFC) technology which allows you to tap your card over the merchant’s point-of-sale device to make a payment instead of inserting the card.
Why use Contactless technology?
Contactless technology brings you added convenience when making payments. With just a tap, you can make quick and secure payments.
How do I use the Contactless feature on my credit card?
Once the merchant point of sale device is enabled with Contactless technology, you can tap or wave your card 2 inches over the device to make a payment.
How can I determine whether I can use Contactless at a merchant?
The Contactless icon (see below) will be displayed on the merchant’s machine.
Will Contactless transactions require a Pin?
Each transaction is assessed “individually” and you will be prompted if you’re required to enter your Pin.
Is Contactless payment secure?
Contactless uses the same secure and robust technology as Chip & PIN.
When making a payment via Contactless, your personal card information is protected.
How can I be notified of a Contactless transaction?
First Citizens offers Email Alert Service which delivers convenient, fast and secure real-time notifications. Each notification will provide you with a brief transaction description that includes the merchant’s name, the transaction status (whether approved or declined), transaction value and your real-time available card balance.
Chip and PIN Transactions
What is a Chip and PIN credit card?
A credit card with Chip and PIN technology contains an encrypted embedded microchip, which stores data more securely and strongly reduces the possibility of fraud. The security of this technology automatically creates an enhanced customer experience.
What are the benefits of Chip and PIN credit cards?
- Guaranteed international acceptance at merchants including those in the UK and Europe.
- Increased protection against lost, stolen or counterfeit card fraud through the ability of the chip to securely store and process data.
- Additional layer of security when Chip and PIN credit card is used at a Chip and PIN point of sale terminal/merchant. In this scenario, the customer is required to input his/her PIN, which he/she alone should know.
Will my First Citizens Credit Card no longer have a magnetic stripe then?
Your First Citizens Credit Card will carry both Chip and PIN technology plus the magnetic stripe technology, so that your card will be accepted in essence at all point of sale machines and ATMs worldwide.
Does this mean that the magnetic stripe technology, which is currently on the back of my First Citizens credit card, is not secure?
The magnetic stripe technology is and continues to be very secure. The Chip and PIN technology simply moves to make an already very safe payment system even more secure.
First Citizens, as part of its core credit card operations, currently protects and will continue to diligently protect our cardholders from fraud via our 24/7 credit card monitoring service, whether the card carries magnetic stripe technology only or if it carries magnetic stripe technology plus the Chip and PIN technology.
Can a First Citizens Credit Card with Chip and PIN technology be compromised?
The Chip and PIN technology is the new technology in the payments world, mandated by the international payments associations VISA and MasterCard International. To date, in line with the benefits of the technology, we are not aware of situations where credit cards with the Chip and PIN technology have been compromised. If that unlikely scenario occurs, then the situation will be handled in line with the rules as prescribed by VISA and MasterCard International.
How will my First Citizens Chip and PIN Credit Card work?
Your First Citizens Chip and PIN Credit Card allows you to do everything you currently do with your credit card; i.e. local, international and online purchases and cash withdrawals.
The difference that the Chip and PIN technology brings is in how your credit card transaction is processed.
The processing of a purchase transaction depends on whether the merchant’s point of sale machine is chip enabled or non chip enabled. In Trinidad and Tobago and internationally, there are merchants with chip enabled machines and merchants with non chip enabled point of sale machines. Similarly, there are also chip enabled and non chip enabled ATM machines.
The process for online transactions is unchanged. However attention is to be paid to the expiry date which you may agree to store on the sites where you regularly shop.
Will all merchants eventually process credit card transactions on Chip Enabled point of sale machines?
Eventually all merchants worldwide will be using Chip Enabled point of sale machines. Currently the technology is more dominant in Europe but is on the way to becoming the accepted technology worldwide, as this is the mandate of both VISA and MasterCard International.
To ensure a smooth customer experience, Banks which issue credit cards, including First Citizens, will offer credit cards with both magnetic stripe and Chip and PIN technology, so that customers can pay at both Chip Enabled and Non Chip Enabled point of sale machines.
How will my First Citizens Chip and PIN Credit Card work at a chip enabled point of sale or ATM machine?
When doing a purchase at a merchant with a chip-enabled Point of Sale machines, the cardholder is required to enter his/her PIN to verify the transaction, similar to how a LINX transaction is done. The system validates the data on the Chip and the PIN, resulting in a more secure transaction.
There is no requirement for the customer’s signature in this scenario. When the transaction is complete, the merchant will be prompted to remove the card, will receive the sales slip and will provide the customer with his/her copy.
Please note that the card is inserted in the point of sale machine at the start of the transaction and left there for the duration of the transaction. Removal of the card during the transaction will terminate the transaction.
Withdrawals at chip enabled ATMs require the input of the PIN, as is customary.
How will my First Citizens Chip and PIN Credit Card work at a non-chip enabled point of sale or ATM machine?
A purchase at a merchant with a non chip enabled point of sale machine will be processed using the swipe and sign process i.e. the card is swiped and the customer signs the receipt, which is the norm for credit card purchase transactions in Trinidad and Tobago at this time.
Withdrawals at non chip enabled ATM require the input of the PIN, as is customary.
Am I still required to sign at the back of the First Citizens Credit Card with Chip and PIN technology?
Yes. Even though we refer to the credit card as the “First Citizens Credit Card with Chip and PIN technology” please note that the card also carries the magnetic stripe technology.
The magnetic stripe technology allows the cardholder to do a purchase transaction at a merchant whose point of sale machine is not chip enabled. In this scenario, the cardholder will be required to sign the sales receipt and so his signature on the sales receipt will be compared to the signature on (i) the back of the credit card as well as (ii) the form of picture identification presented.
What is the importance of my PIN with my First Citizens Chip and PIN Credit Card?
Your PIN is required to process purchase transactions at chip enabled point of sale machines as well as for cash withdrawals at chip and non chip enabled ATMs.
Therefore your PIN has now become even a more central security element for your purchase transactions, similar to how you process LINX transactions. Whilst a sizeable number of point of sale machines in Trinidad and Tobago may be non chip enabled, it is strongly recommended that you remember your PIN, as you never know when you will interact with a chip enabled point of sale machine, either locally or internationally.
Your First Citizens Chip and PIN Credit Card will be blocked after three (3) inaccurate PIN attempts.
What are the additional fees on the First Citizens Chip and PIN Credit Card?
There are no additional fees. All fees remain unchanged.
Is the Chip and PIN technology available for my Debit/LINX card as well?
This technology is only available on credit cards at this time
3D Secure Technology
In 2014 we were the first to bring you 3D Secure Technology making online shopping safer so you are more comfortable shopping 24/7. Now, we are upgrading the 3D Secure Technology making it simpler, faster, easier and even safer to shop online. 3D Secure 2.0 is an updated version of the original 3D Secure Technology designed to enhance customer experience and strengthen the security of online transactions. With 3D Secure Technology 2.0 cardholders can look forward to an enhanced online shopping user experience. Cardholders are automatically enrolled and automatically authenticated when shopping online at 3D Secure Merchants.
| 3D Secure (Old Version) | 3D Secure 2.0 (New Version) |
| 1. Cardholders must have three key pieces of information to register for the service. | 1. Enhanced customer experience as cardholders are automatically registered for the service. |
| 2. Cardholders must register for the service and create a Password and Personal Message to shop online at a 3D Secure Merchant. | 2. No password is required to shop online at a 3D Secure Merchant making the service simple, fast and easy. |
| 3. Cardholders must enter their password each time they shop online at a 3D Secure Merchant to authenticate the transaction. | 3. Cardholders are automatically authenticated when completing an online transaction through the capture of key information which is then utilized to analyze and trend customer behaviour. |
| 4. Transaction abandoned whenever cardholders are unable to remember their password. | 4. Seamless transaction as you are no longer required to remember and enter a password each time you shop online. If there’s any doubt a transaction such as when you use a new device or make an unusually large purchase you may be prompted to complete an additional layer authentication through a One Time Passcode sent to your email address on file. |
| 5. Cardholders who forget their password must re-register for the service to set up a new password. | 5. No need to call the bank again for “forgotten passwords”, “incorrect password” or “account locked” messages. |
| 6. Cardholders are required to contact the bank in the event their account becomes locked after entering their password incorrectly after three times. | 6. No need to contact the bank. |
The technology is offered on First Citizens VISA and Mastercard credit cards, known as Verified by Visa and Mastercard SecureCode respectively. The service also applies to the First Citizens Prepaid Mastercard.
The Verified by Visa and Mastercard Secure Code services have been upgraded and all cardholders have been automatically enrolled for the service.
3D Secure stands for Three Domain Secure – a unique technology behind the global programs Visa Secure and MasterCard ID Check™ designed to ensure safe online shopping by further authentication of the customer’s identity.
Visa Secure and MasterCard ID Check captures and trends key information about cardholders during your online shopping.
This information is analyzed to further strengthen your online purchase with First Citizens credit cards.
First Citizens Visa and MasterCard credit and prepaid cardholders will no longer be prompted to register for either the Visa Secure or MasterCard ID Check Service prior to completing their purchase at online merchants who subscribe for either the Visa Secure or MasterCard ID Check service from their bank.
Visit our Frequently Asked Questions section for answers to all your questions.
- First Citizens VISA Customers – click here for Visa Secure FAQs
- First Citizens Mastercard Customers – click here for Mastercard ID Check FAQs
- One Time Passcode (OTP) Authentication – click here for One Time Passcode (OTP) FAQs
Choose to shop online with the added security and confidence that only Visa Secure or MasterCard ID Check from First Citizens can bring you!
Card Security
Cards are now the preferred method of payment for goods and services for many individuals. This is primarily due to its local, international, and online reach and by extension, its unparalleled convenience. As with all banking services, you, in partnership with your Bank, play the biggest role in ensuring that you enjoy the safest card experience possible.
