Contents
Updates
- Update (7/11/22) – Today is activation day! Your old debit card will no longer work, please be sure to dispose of it securely. You may now activate and begin using your new card. Debit cardholders – don’t forget to update your payment information wherever you may have it saved.
- Update (6/27/22)- All cards have been mailed out and members should expect to receive their cards within the next 7-10 days. Once it arrives, please store it in a safe location until 7/11/22 when you can activate and start using it.
- Announcement (4/1/2022)- Welcome to our Debit and Share Card Upgrade page which will have all the information you will need to know about the upcoming changes. Stay tuned for more updates.
Timeline
| Date | Details | Status |
| Late June 2022 | New HFS Visa® Debit Cards and Share Cards mailed to current cardholders. | Mailed |
| Sunday, July 10, 2022 | Last day to use your current debit or share card.
Also, last day to use the CardValet® App, which will be discontinued. All current users should have received notice by email. |
Completed |
| Monday, July 11, 2022 | 1. First day to activate, set your PIN (Personal Identification Number), and begin using your new debit or share card.
2. Update your card information wherever it is saved. 3. Download the HFS Cards App to access your new card controls. 4. Securely dispose of your old card |
Completed |
New Debit Card Features
- Brand new card design (for both debit and share cards)
- No more foreign transaction fees
- More ways to pay! Tap, swipe or insert your card to pay
- Increased fraud monitoring and alerts to better protect you
- More card controls through the HFS Cards App
Frequently Asked Questions
Common Member Questions:
Question: Why can’t I activate my card?
Answer: Please be sure you are calling from a phone number that is on file with the credit union. If you are not calling from a phone number on file with HFS, the automated activation system or a live representative can assist you with alternative options to activate your new card.
Question: Why is my card being declined?
Answer: Be sure that you are using your new HFS Visa® Debit Card. Your old debit card will no longer work. When you activate your new card, you also need to set up a PIN. You may use the same PIN from your previous card, but it needs to be re-entered. If you are attempting to make a purchase with your new debit card and it is being declined, please contact us at (808) 930-1400 so we can assist you.
When utilizing an ATM with your share card, first check that you are using your new card and that it has been activated. If you are attempting to use your new share card at an ATM and are still unable to check balances or make a withdrawal, please contact us at (808) 930-1400 so we can assist you.
Question: I’m trying to access card controls on my phone but my username and password doesn’t work.
Please be advised that the new card controls are only available for debit cards, not share cards.
Our new card management app can be accessed through your HFS Mobile App. See below for instructions:
- Launch and log in to your HFS Mobile App
- Tap the Menu button, then click Services, and View Credit Card
- If this is your first time, it will prompt you to visit the App Store to download the Credit Card App. Please proceed with downloading the HFS Cards App. (App icon pictured here for your reference)
- If this is your first time, open the app, review the disclosures, and select the enroll tab. You will also need to create a new username and password specifically for the Cards App. This should be different than your HFS Online Banking login.
- Proceed with the enrollment steps to access your card controls.
Program Changes
Question: Will there be changes to my card’s terms and conditions?
Answer: All existing terms and conditions will remain the same with the exception of the following:
- Foreign Transaction fees have been eliminated
- New customer service after-hours phone number:
- Customer Service: 866-652-7214
Question: Are there changes in the fees?
Answer: Yes, we are eliminating foreign transaction fees to further benefit our cardholders.
Question: Will my card information change?
Answer: Yes. Cardholders will be receiving new card numbers so it will be very important to update your debit card information with any companies that you’ve set up automatic payment with. Tip: Do you have Online Banking? Click on Menu > Transactions > CardSwap. If you’ve never used this handy feature, it allows you to update your payment information with popular subscription and streaming services, merchants, and more all in one place!
You’ll also notice that your name, card number and expiration date are now on the back of your card. This is another way of helping to protect your sensitive information at store checkouts and ATMs. With your information on the back, when inserting your card into the machine or tapping your card, your sensitive data is no longer visible to those next to you.
Contactless Cards
Question: What is a Contactless card and what are the benefits?
Answer: The new Contactless feature is now available on all debit cards. A Contactless card payment utilizes a Radio Frequency (RF) technology, allowing cardholders to “wave” their Contactless card over a Contactless-enabled point-of-sale (POS) terminal. The embedded antenna transmits the payment info to the Contactless-enabled terminal using a one-time use code with each transaction. These new features allow for a secure, fast, and easy transaction process.
Question: Will I be able to add my debit card to a digital wallet?
Answer: You will have the ability to add your new HFS Visa® Debit Card to digital wallets, including Apple Wallet, Google Wallet, Samsung Pay, and more!
Question: How secure are Contactless Cards?
Answer: Every Contactless card payment transaction includes a one-time use, dynamic data for the transaction. This same data cannot be used for other transactions. In addition, each Contactless device must have its own unique secret key and this key is never transmitted.
Question: How do I make a Contactless card transaction?
Answer:
- Verify that there is a Contactless symbol on the transaction terminal.
- Tap or hold your Visa debit card within 3 inches of the transaction terminal.
Question: How do I use my card if a Store’s terminal does not have the Contactless symbol/feature?
Answer: Your new debit card also includes an embedded microchip and magnetic stripe, so that if you find your favorite stores have not updated their transaction terminals, you can use your new card in the same way that you had used a standard card.
Will HFS Debit Cards finally get ApplePay capability???? Please??
Aloha Lawrence – I’m happy to say that yes, our new debit cards will work with Apple Pay!
This is awful!!!
I am leaving Hawaii May 19 and will not be back till late August.
SO my current cards will suddenly stop working when I cannot access my new cards!!!
I need new cards mailed to where I will be!!
Aloha Marc – not to worry! We can work with you to get the new card mailed to you so that you are not without a working card. Please contact us by phone at (808) 930-1400 and provide us with the address where you will be at in late June/early July when the new cards are expected to arrive. Mahalo!
I want to be sure that ONLY the Visa Card Debit numbers will change but not our account numbers for banking and routing?
Hi Randy – that is correct. Your credit union account number and routing number will not change, but your card number will. Thanks for checking!
Will the credit cards change as well?
Hi Kamalei – the credit cards will not be changing. Thank you!
Will HFS be get or allow the use of Zelle anytime in the near future
Aloha Bill – Unfortunately not at this time, but I will be sure to share your comment regarding Zelle availability with our team. Mahalo!
If I won’t be at my current address during late June/early July when the new cards are being mailed out. Should I contact you with the address I will be at during that time?
Aloha Jaliyah – yes, please contact us by phone at (808) 930-1400, or visit us in branch, and let us know of the address so we can make sure you receive your new card. Thank you!
When are you going to the QFS or quantum financial system and when will you be compliant to use it. And were the foreign transaction fees waived due to the new global system no longer being tied to the centrsl banks currency and standards.
Aloha Peter, we do not have plans at this time to utilize the QFS. Also, foreign transaction fees were removed for the benefit of our membership, so members can enjoy their card when traveling, without having to worry about foreign transaction fees.
Will it still have the volcano? Or the image above? I want the volcano!
Hi Liz – we will be revealing the new card art next month (so stay tuned!), but it will no longer be the volcano image.
What are share cards?
Aloha Jean! Share cards are also known as ATM cards.
Depositing money to HFSFCU what bank can I use while I’m off from Island
Aloha Doreen! Unfortunately we do not have shared branching at institutions off island. However, if you are depositing a check you can use Mobile Deposit through the HFS App.
I was very disappointed in the look of the new bank statements. Using a light grey colored font in a smaller size, on a page cluttered with colors and images is simply not appropriate for a bank statement, where easy and quick readibility is the most important feature.
Revert to black type in a larger size and delete unnecessary images. A bank statement is not an ad, or storybook. It is a financial statement.
In addition, as people grow older their eyes tend to become weaker, not stronger. Here in Hawaii we have a significant population of elders, please keep this in mind.
Thank you.
Aloha Vicki,
Thank you for your feedback regarding our new statement. We understand your concerns and will be sure to share your feedback with our team.
The new cards are so ugly! We had the coolest ATM cards in the world, now this. So sad.
Aloha Cheryl, Our goal was to design a card that is modern and fresh; a crisp look to match our new logo and updated brand. However, we do appreciate you sharing your feedback with us. Mahalo!
I too am disappointed with the bland design of the new cards. The old cards were special and not generic looking. Bad call HFS.
I agree. The new logo and orange cards are in no way ‘crisp’. The logo reminded me of the big island, and the volcano design was awesome. Now it’s just generic.
I love the other features. Did you even do a focus group on the design changes? The team is obviously tone deaf.
What happens if we did not get our cards in the mail? Can we still use our old cards until we do receive the new cards?
Hi Eliana,
Unfortunately your old card will no longer work after yesterday. If you’re able to, please visit your nearest branch and we can instant issue you a new card so you have one in hand right away. If not possible, please give us a call and we can assist you with getting a new card to you as quickly as possible.
I got a “New” ATM Share Card. Never had one so why did I get one or now need one?
Aloha Tiny! We will have someone call you regarding this as soon as possible. Thank you for reaching out!
have multiple HFS accounts, no cross reference in the card mailer to let me know which HFS account will be debited. How do we obtain this information without having to use the card then watch for the transaction pass through an account…. or having to call customer support. Will the mobile card app identify the transaction account?
Aloha Rian! We will have someone call you soon to help identify which card is for which account. Thank you for reaching out!
Not thrilled about the new design either. It doesn’t say “Hawaii”. So many other options! Honu, nene, flowers! Any could’ve been done “crisply”. Next time, how about a member contest and vote. 😉
Who’s ever thought up this idea of changing the visa cards out this way, is extremely inconvenient to all of your clients!
Aloha Mark – we completely understand that a change like this can be difficult. Due to a change in card processors, we had to do a complete reissue and change the card information as well. Please know that we try our best to make it as convenient as possible and provide as much notice ahead of time as we can. Thank you for your understanding!
Both cards say debit on them. Does not specify which is the ATM share card. Why do I need a share card? Could someone explain which card is for what? With exception of different numbers, both cards are exact. Thanks.
Aloha Jon – a Share card is an ATM card and will be gray in color. If you have an orange card, that is the debit card and can be used both for purchases and at an ATM. If you didn’t already have a Share/ATM card, then you wouldn’t receive one. If you have multiple accounts with debit cards, that would be why you got two. To find out which card is for which account, please give us a call or visit your nearest branch.
I tried to set my pin# for my new share card but it kept asking me for the 3 digit CVV code on back of card, but there is no CVV# on these new share cards. How do I set up my pin for these share cards?
Hi Stephanie – Please call 888-886-0083 to set your PIN for the Share Card. This route shouldn’t ask you for a CVV code. If you have any trouble, please let us know. Mahalo!
Aloha,
How can I tell which card is mine & which card is for my 8yr old? I’m his representative payee, but both cards only came addressed to me.
Thx!
Aloha Anna! We will have someone call you this morning to help you identify which card is which. Mahalo for reaching out!
I just got my card in the mail is it supposed to feel plastic like? The card itself and the chip feel flimsy
Aloha Ro – Thank you for reaching out to us! The card is made out of plastic, but if you have any concerns about the functionality of your card, please feel free to bring it in to a branch and we’ll be glad to check it out for you.
Two weeks notice was ABSOLUTELY not enough time to roll out and get going. You needed at minimum 6 months. 99% of the mail that we get from the bank is a useless waste of paper, so it’s almost always ignored. We never received any kind of phone call or text notification to expect a card in the mail, so it sat in the “junk” pile until today when I realized I can’t use my card anymore – a card that has years left until it expires. The information was not clearly available when logging in to view my account balance. So I had no idea that the card 1.) was going to change, and 2.) that the old card would suddenly become unusable. The contactless “upgrade” is mostly superfluous since it’s not an available option at most Hawai’i businesses. I was on the mainland for a week and got trapped in the Airport parking lot because I couldn’t pay the fee to get out. Whoever was in charge of implementing this “plan” needs to lose their job and go back to school for communications. I’m angry enough to look for a different credit union… not that we have many options here… Seriously, a head or two needs to roll for this.
Aloha Matthew – we did start communications in April to give members as much time as possible. We sent emails, a mailed letter to cardholders, in-branch materials, website postings, online banking banners, a statement insert, on-hold phone messaging, as well as social media postings. At this time, we do not send out automated phone calls or text messages (aside from online banking or fraud alerts), but this is a suggestion we can share with our team. We value your feedback and will take this into consideration. Mahalo
What if we are in the Phillipines. Can the card be restored temporarily till I get back. I left on June 7th and notified the credit union we wouldnt be back till the July 20th. I wasnt notified the card would change and a new card would be mailed to my address while I was away. I was trying to take out cash the other day in the pouring rain and lightning and it kept denying me access. Here in the country side you need cash to purchase the bare necessities.
Aloha Matt – unfortunately we have switched card processors, so the old cards can no longer be used or restored to service. Are you able to give us a call so we can assist with any options available to you while you’re traveling? We can be reached at (808) 930-1400 or toll-free at (800) 216-2666. We will also have someone attempt to reach out to you as well through the phone number listed on your account.
I am currently in the Phillipines. And the phone number is a Hawaii phone number. I can be reached only through messenger Ive sent several messages already . Or email
We’ll have someone check for your messages right away. Mahalo for your quick reply!
This was so poorly rolled out. I have been on the mainland the last few weeks visiting family and was unaware of this until my card suddenly stopped working. You’d expect a text or voicemail message if your card was going to suddenly stop working.. and there should have been an option to reactivate for situations like mine.. I can’t have a card sent here and there are no partner branches in the entire state. I now have no way to access money in my account for the remainder of the trip. My card wasn’t set to expire for another two years. Extremely inconvenient and had I not had a credit card with me I would have been screwed. This really was poorly executed.
Aloha Breanna – We did begin communications in April to provide as much time as possible to prepare. We sent emails, a mailed letter to cardholders, in-branch materials, website postings, online banking banners, a statement insert, on-hold phone messaging, as well as social media postings. At this time, we do not send out automated phone calls or text messages (aside from online banking or fraud alerts), but this is a suggestion we can definitely share with our team. Unfortunately, we were unable to reactivate your original card due to a switch in card processors. We thank you for your feedback, which is very valuable to us. Mahalo
This is just terrible! Moving to my new place not knowing that i can no longer use my old card. No notice nothing. Now i cant pay my deposit, cant get cash cus im out here in the mainland. Worst customer service, probably changing my bank whenever this new funny lookin card arrive. Thanks for making me look stupid in public.
Aloha NT – We are sorry to hear about your experience. We did start communicating in April about the change in debit card to allow members as much time as possible to prepare. We sent emails, a mailed letter to cardholders, in-branch materials, website postings, online banking banners, a statement insert, on-hold messaging, as well as social media postings. If there is another method of communication that you would have expected, please let us know. We do value your feedback and will be sure to share it with our team. Mahalo.
Will I be able to track where my sent card is now? I’m in the mainland but still yet waiting for it..
Aloha – Unless your card was rushed, we don’t usually have tracking available. However, we expect mailed cards to take about 10 business days to arrive. If it does not arrive in that timeframe, please contact us at (808) 930-1400 so we can assist you. Mahalo for reaching out!