Numberless Card
Virtual Card
Card Declined
Digital Wallet
Card Abroad
100
How to check the status of the card?
Card tab > Physical & Virtual
100
Where to find the virtual card details? (Steps)
Tap on the Chase logo > See details
100
Where to find the card declined reason?
Find the transaction > View Details > Reason Code
100
How to link card to Google pay/Apple pay
100
What is the maximum amount that we can increase Foreign ATM withdrawal limit?
£3,000
200
How long does card delivery take?
We expect card delivery can take up to 7 workings days.
In the meantime you can use your virtual card in your app for all online purchases, and also provision it into your Apple Pay or Google Pay and use it everywhere.
200
Is there a way to turn off 3DS? I don't want to keep being asked to approve or reject online payments. Other banks don't seem to do this
It is not currently possible to turn off 3DS.
This is a UK industry-wide requirement under PSD2 (Payment Services Directive 2) which requires banks such as Chase to ask customers to authenticate their purchases.
Other banks will also be phasing this in in order to meet UK industry deadlines.
200
Which card declined reason should be transferred to Fraud Chat Queue?
FRAUD_CHECK
200
Can we link Apple Pay to their Apple watch?
Yes! ApplePay FAQs and Troubleshooting Confluence
200
How much is the foreign ATM fee?
We don’t charge fees when you use your card abroad and we'll apply the current Mastercard exchange rate to any purchases you make in the local currency. Local banks may charge their own fees when you use one of their cash machines and you should make sure you understand what these are before making a withdrawal.
300
Who can remove gambling restriction?
Everyday Banking Specialist
Advise them that there will be a 48-hour delay before it can take effect.
300
What are types of card transaction status?
Pending, Posted, Complete, Cancelled and Declined (Double Points!)
300
Having fun yet?!
Bonus points!
300
What is the limit for spending using digital wallet?
None!
300
When does my monthly ATM foreign withdrawal limit reset?
Limits are reset on the 1st of the month.
400
Where to find history of card replacement?
Card Tab > Drop down View all payment device (Double Points! and the person wearing pink closest to you will receive 200 points!)
400
How long does credit payment from gambling post?
The merchant usually takes 2-3 working day to complete this but they can sometimes take upto 7 working days.
400
What to do if there is no indicated declined reason after checking 'View details'
Once you were able to reach out to a FO specialist and no specific declined reason is given, raise a BIM
400
Can the customer link their digital wallet to multiple devices?
Yes
400
I am being asked for my PIN when tapping my Apple Pay or Google Pay card, is this normal and which PIN should I use?
In some countries, you may be asked to enter your PIN even for contactless transactions. Sometimes this is an extra security check for higher value transactions. Rules vary by country so this is entirely normal.
You should enter your normal card PIN when asked.(Double Points!)
500
What is the limit of card replacement before hand over to FOPS
More than 3 replacement cards within a 12-month period over the phone, they will need to be referred to Fraud Response for fraud checks
(The fifth person to your right will receive 200 points if you get the answer correct!)
500
How long does it take for a refund to appear in my account?
it should take an average of 1-3 working days to reach your account. In some cases it may take up to a week.
500
Give us at least 3 declined reason?
500
How to remove/cancel your card details to ApplePay/Gpay
Apple Pay
- In the Wallet app, tap the card that you want to remove.
- Tap the More button
. - Scroll down and tap Remove This Card.
Google Pay
- Open the Google Wallet app .
- Find the payment method that you want to remove. If it isn't the first card, swipe left until you find it.
- Tap the card.
- At the top right, tap More. Remove payment method.
(Triple points!)
500
What currency should I use if I'am to use my card abroad?
We always recommend choosing the local currency when paying abroad, in order for you to take advantage of our zero fees or charges.