Overview

Pin Fail Count Exceeded

Transactions block if an invalid PIN is consecutively entered 5 times. Use either Passport Inquiry or VISA DPS to determine if a transaction is blocked due to PIN fail count.

To reset the PIN fail count, click on the Xperience tab.

Xperience

1. Verify the identity of the client by using one of the following:
   • Identification: CSC Phone Procedures
   • Clients in person
2. In Xperience, click Customer & Account Inquiry. 
   • Set Search Criteria to All Types.
   • Search by name, account number, or CIF.
3. Select the client's account.
4. In the top right-hand corner, click Related Functions. 
   • Choose ATM/Debit Card Inquiry. 
   • Select card.
5. Click the Card Information tab.
6. If the Card Status Code is set to X PIN retries exceeded, do one of the following:

   • Office Associates

     1. Create this Synapsys service event: TRFP - PIN Reset.
     2. Complete all applicable fields in the service event.
     3. For time-sensitive PIN count reset requests, include Client Waiting in the subject. Note: TR&FP completes Client Waiting events in 15 minutes.
     4. If the client does not remember his/her PIN, be sure to set Synapsys event field Reset PIN number as Yes.
     5. Submit the service event. 
     6. Once TR&FP has reset the PIN, have the client call the toll-free Visa debit Card line according to the card type:
        • Business card: 833.224.5779
        • Consumer card: 833.224.5780

     
     

     
     
     
     

   • Client Service Center 

     See the detailed PIN fail count procedures.