A PIN, or Personal Identification Number, is a secret code issued by Hong Leong Bank to the cardholder upon request or selected by the cardholder at any Hong Leong Bank’s branches in accordance with the application procedures on ATM services and includes changes on the same day made by the cardholder as the case may be, from time to time. This PIN can be used for making purchases at retail shops and to perform cash withdrawal as well as transactions at all Automated Teller Machine (“ATM”) In short, a PIN is required to authenticate and complete a Debit Card transaction be it at ATM, Point-of-Sale (“POS”) or any type of payment devices that requires a PIN.
Q2: Why is a PIN safer than signing?
PIN usage can help protect against fraud due to lost or stolen cards as the PIN is only known to Cardholder. The risk of signature being faked/forged is reduced accordingly. Therefore, PIN has to be protected in a highly secured manner and not to be disclosed to any third party.
Q3: How do I keep my PIN secured?
Some measures to keep your PIN confidential and safe include:
- Do not use numbers associated with birthday or anniversary date, phone number, IC no., driver’s license as the PIN;
- Do not keep a written record of the PIN;
- Do not allow any third party to see your PIN when it is entered or displayed;
- Do not keep the PIN in a form that can be readily identified as a PIN;
- Do not disclose the PIN to any third party (including persons in apparent authority, family members or spouse);
- Do not negligently or recklessly disclose your PIN; and
- Notify the Bank if the PIN has become known to someone else and change the PIN immediately.
Q4: Is the PIN the same for both ATM and POS transaction?
Q5: Can I request to have 2 different PINs for ATM and POS transactions?
Q6: Is the PIN required for Debit Card’s Card-Not-Present transactions (auto debit, mail order telephone order and/or online purchase)?
No, it is not required. The PIN is to be used at ATMs, POS terminals and/or other payment devices only. For secured online transactions, the Cardholders are required to key in the MasterCard Secured one-time password (OTP) instead, which will be sent to their mobile phone to authorize the transactions.
Q7: What happens if I use my new Debit Card at a POS terminal not supporting PIN?
The POS terminal will process the transaction with your Debit Card without prompting for PIN and you will be required to sign on the transaction receipt to complete the transaction.
Q8: Do I need to enter a PIN at a self-service kiosk or terminal (i.e. petrol station)
If the self-service kiosk or terminal supports PIN, it will prompt you to enter a PIN when you insert your card into the terminal. If you do not know, or if you do not have a PIN enabled card, you may proceed indoors to the shop to pay at the attended terminal with signature.
Q9: Can I use my Debit Card in countries that are on magnetic stripe (example United States of America)?
Yes, the Debit Card can be used globally where there is acceptance of payment brands of MasterCard.
Q10: Am I required to enter a PIN for a pre-authorized transaction (e.g hotel check-in)?
Q11: Am I required to enter a PIN when I return goods to merchants for refund?
Q12: What happen if I’ve entered a wrong PIN?
Three attempts are allowed before your Debit Card is blocked. When the Debit Card is blocked, you are required to visit any HLB's branches or log on to Hong Leong Connect Online Banking to reset your PIN.
Q13: What happens if I’ve forgotten my PIN?
You may visit any Hong Leong Bank branch to reset your PIN. Alternatively, you may log-on to Hong Leong Connect Online Banking to create a new PIN.
Q14: I’m travelling abroad for holidays. Can I use my Debit Card at retailers overseas?
Yes, you can use your Debit Card at any retailers worldwide that accepts Mastercard.
Q15: I’m travelling abroad for holidays with my new Debit Card. What should I do prior to travelling?
You have to activate your new Debit Card and select your preferred PIN, if you have not done so, before travelling abroad. When transacting via your new Debit Card, you have to enter your 6-digit PIN when prompted by the POS terminal and/or the cashier.
Q16: I’m travelling abroad for holidays with my P&P Debit Card. I have my 6-digit PIN with me but the retailer informed me that the POS terminal is not PIN-enabled (accept signature only)/ the POS terminal can only accept 4-digit PIN. What should I do now?
You have to request the retailer to by-pass PIN entry and use signature instead.
Q17: Can I identify an authorized Debit Card transaction on the transaction receipts and/or statement?
Yes, the transaction receipts and/or statement will display the word “PIN Verified”.
Q18: Is the PIN printed on the transaction receipt?
Q19: Do I still need to sign on the reverse of my Debit Card?
Yes, this is still necessary as the signature will continue to be used for verification in certain situations (e.g. travelling to a country where PIN is not used, where the terminals of merchants have not upgraded to support PIN-based transactions etc.).
Q20: Is a PIN required for contactless transactions?
PIN is not required for transactions up to USD 50 in a single receipt. If the transaction exceeds USD 50 in a single receipt, you are required to enter your PIN.