Chip and PIN: Frequently Asked Questions

PIN Day was 14th February 2006. This was the last day on which all issuing banks would support a transaction where the PIN option was avoided on a capable card and terminal.

Just one by-pass request in a thousand is still approved by the card issuer and most banks will decline all such requests.

• Always invite customers to ‘enter their PIN’, when prompted. Do not ask them if they ‘know their PIN’ as this will give them an opportunity to opt out of PIN entry
• Ensure the PIN pad is suitably positioned to enable all customers to enter their PIN easily and securely. Most PIN pads can be picked up, swivelled or titled and you should assist customers with this, if appropriate, to help them to enter their PIN in comfort and privacy. Special attention should be given to disabled customers, for example wheelchair users.

If the customer insists that you allow PIN by-pass, select the over-ride as at present. However the transaction is likely to be declined by the Issuer and you will need another means of payment.

There will be instance where cardholders do not have a chip and PIN card, and where a signature will still be accepted.

Some disabled customers, for example, may still be using chip and signature cards.

Customers from countries that have yet to upgrade to chip and PIN may not have a chip and PIN enabled card. Magnetic stripe only cards should be swiped as normal.

Any customer using a non chip and PIN card will automatically be prompted by the terminal to give their signature. Remember, as always, you need to undertake the usual security checks so that you are protected from any liability for fraud.

The cardholder must always enter the PIN. You must never ask the cardholder for their PIN, nor should the cardholder disclose this number to you.

The cardholder should be advised to contact their Card Issuer directly for assistance.

No, it should take slightly less time overall, than the cardholder signing a receipt and the signature being verified.

As with current procedures, you should give the cardholder the receipt which will say ‘PIN Verified’ in place of a signature.

Follow current procedures but as with sales, the cardholder will be prompted to enter their PIN.

Not necessarily, the referral process will remain unchanged. If your terminal requests a referral then you must still ring the Authorisation Centre for an authorisation code. Please note: an authorisation code is not the same as a PIN.

First check the appropriate section of your Merchant Operating Instructions and Terminal User Guide. If you still require further advice, contact your usual Helpdesk number.

The chip & PIN process only relates to Cardholder Present transactions. Process your CNP transaction in the normal way.