Resetting Forgotten PIN

Forgotten PIN for Debit Cards

Office

Reset Forgotten PIN: Office Procedures

Verify the client’s identity by using one of the following:
- Identification: CSC Phone Procedures
- Clients in person
Verify the following card-related information:
- Card number for the PIN reset
- Embossed name on the front of the card matches the name of the client making the request
- Card status in Passport is listed as either Active or Exceeds PIN Tries (75)
- Checking account number attached to the card
Complete this Synapsys service event: Service Session > TR and FP > TRFP - PIN Reset.
Transactional Risk & Fraud Prevention (TR&FP) reviews the service event and resets the PIN in VISA DPS.
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
Select option 1 to activate card, even if the card has previously been activated.
Follow activation prompts. Remain on the line and the system prompts to press 1 to enter a new PIN.
Follow the prompts to enter and reenter new PIN.
After the card is pinned, the system ends the call.

Reset Forgotten PIN: Procedures

Verify the client’s identity:
- Identification: CSC Phone Procedures
Verify the following card-related information:
- Card number for the PIN reset
- Checking account number attached to the card
Verify that the card status is Active, not Exceeds PIN Tries (75).
1. Status card in Passport: In Xperience, click Silverlake > Streamline Platform Menu > ATM Card Maintenance
2. Enter the search criteria.
3. Choose card and enter option 2 = Change
In Visa DPS, click Card and Account Maintenance.
Search the given card number.
Click Access and PIN Settings.
Verify that the PIN offset status is Customer PIN Offset in use.
Reset to Natural PIN offset and reset PIN fail count by doing the following:
1. In the PIN Offset Value field, enter 0000.
  - Note: this clears a client's previously selected PIN; it does not make the PIN 0000.
2. Check Reset PIN Fail Count as needed.
3. Click Submit.
Verify the PIN offset status: Natural PIN offset in use.
Instruct the client that he/she must create a PIN by calling the Visa Card line and choosing Option 1 Activate Card.