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Cards FAQ
Jennifer Ketter
Created on February 4, 2025
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Transcript
Card Conversion FAQ Training
Set destination
Drag the circle along the mountain and find the "X"
Click Me!
Whenever you see this button, be sure to click it! It contains key information you’ll need to successfully complete the course.
Mission 1: Avalanche Escape
Debit Card FAQs
Base Camp: Preparing for the Climb
🚨 Avalanche Warning! Members have to activate their new cards in order to use them! They can do this beginning at 8:00 a.m. CST on 3/5.
Current debit cards stop working at 11:59 p.m. CST on 3/4. No transactions can be made between 12 am - 7:59 a.m. CST on 3/5.
New debit cards are mailed on 2/17. Keep it safe and set a reminder to activate it on 3/5 after 8 a.m. CST.
Checkpoint 1: Activation Process
Activation starts 3/5 at 8 a.m. CST.
Members will Call the activation number on the card label to activate and set a PIN.
Members can keep their current PIN or set a new one.
Valera is leading the activation process for this conversion. Staff should help members call 1-800-631-3197 to walk them through the activation and PIN setting automated prompts.
🌟 Pro Tip: Remind members they need to update recurring payments with their new card number!
Checkpoint 2: Ordering, security & Features
How will Debit Cards be ordered after 2/12?
🔹 Ordered via Centralized Card Ordering by Card Services. 🔹 Processed through Card Creation Opportunity Application or Card Maintenance Opportunity on the KeyInsight Panel of Keystone.
These will be mailed on 2/24, but activation won’t be available until 8 a.m. CST on 3/5.
When will replacement cards ordered between 2/12–2/23 be mailed?
Card Limits
🔹 For immediate increases: Call Card Services for an update within the hour. 🔹 For future increases: Submit a Limit Increase Opportunity (processed daily).
What if a member needs to increase their card limits?
Card Security & Features
Our new cards have the same strong security as before, including secure chip technology. 💳🔒
What can I say to members concerned about the security of their new card?
No. Tap to Pay generates a one-time code for each purchase, keeping payment info secure and fraud-resistant. 🛡️💳
Will members be charged twice when using Tap to Pay?
Checkpoint 3: What are the changes?
We now offer Business debit cards!
New Look! Personal and business debit cards will have a fresh design.
New Card Number! Expiration date & CVV will also change.
New Customer Support Number- The new support number is 1-855-563-0405 (printed on the card). Members can call this number if their cards are lost or stolen.
🚨 Avalanche Warning! If a member hasn’t received their card by 3/1, staff should contact Card Services for help.
Final Climb: Mobile Wallet Access & CU Rewards
Ascentra will send updates via email, text, and web alerts when mobile wallet is available.
New debit cards will work with mobile wallets, but it may take up to 30 days after activation.
CU Rewards & Travel Notifications
Members will start earning CU Rewards points on Consumer and business Debit Card purchases starting 3/5, when they activate their card. 🎉
When will CU Rewards begin for Debit Cards?
No, but members should notify us if traveling outside the U.S..
Are travel notifications changing?
1/5
00:45
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
2/5
00:45
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
3/5
00:45
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
4/5
00:45
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
5/5
00:45
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
CONGRATULATIONS!
You've got a hammer! It might come in handy on the journey
Mission 2: Break the ice
Credit Card FAQs
When Will Members Receive Their New Credit Card?
🧊 Chill Fact: Credit cards will be mailed in April 2025. A specific date will be communicated once received.
When Can Members Activate Their New Credit Card?
🧊 Chill Fact: Members can activate their new Ascentra Visa® Credit Card as soon as they receive it.
When Will Their Current Credit Card Stop Working?
🧊 Chill Fact: Members can activate their new card as soon as they receive it in May. Once activated, the old card will expire.
Will the New Credit Card Look the Same?
🔨 Icebreaker Tip: Reassure members that even though the look is different, the benefits remain the same.
🧊 Chill Fact: No, the new Ascentra Visa® Credit Cards will have a fresh design—one for personal credit and another for business credit.
Will Credit Card Numbers Change?
🧊 Chill Fact: Yes, new card numbers, expiration dates, and CVVs will be issued.
⚠️ Freeze Warning: Members must update their automatic &/or recurring payment information to avoid disruptions.
Do Members Need to Request a New Credit Card?
🧊 Chill Fact: No, new cards will be mailed automatically to current Ascentra Visa® Credit Card holders.
Are There Any Fees for the New Credit Card?
🧊 Chill Fact: No, there are no fees associated with this card transition.
Will the Customer Service Number Change?
🧊 Chill Fact: Yes, the new card support and lost/stolen card number will be 1-855-563-0411.
⚠️ Freeze Warning: This is NOT the activation number—remind members to check the card for the correct activation number.
Will the New Credit Cards Work with Mobile Wallet?
🧊 Chill Fact: Yes, but due to Visa’s processing, it may take up to 30 days after activation to be available.
🔨 Icebreaker Tip: Ascentra will send out updates via email, text, and web alerts once mobile wallet functionality is live.
1/5
00:45
To choose your answer choice you need to: 1. First, "break the ice" by clicking once on the answer you choose 2. Then, click the box for the answer you choose 3. Finally, click the send button 4. If you answer correctly, you'll automatically be taken to the next page. If you answer incorrectly, try again! 5. If you run out of time, click the yellow "back" button next to to the clock to try again.
2/5
00:45
To choose your answer choice you need to: 1. First, "break the ice" by clicking once on the answer you choose 2. Then, click the box for the answer you choose 3. Finally, click the send button 4. If you answer correctly, you'll automatically be taken to the next page. If you answer incorrectly, try again! 5. If you run out of time, click the yellow "back" button next to to the clock to try again.
3/5
00:45
To choose your answer choice you need to: 1. First, "break the ice" by clicking once on the answer you choose 2. Then, click the box for the answer you choose 3. Finally, click the send button 4. If you answer correctly, you'll automatically be taken to the next page. If you answer incorrectly, try again! 5. If you run out of time, click the yellow "back" button next to to the clock to try again.
4/5
00:45
To choose your answer choice you need to: 1. First, "break the ice" by clicking once on the answer you choose 2. Then, click the box for the answer you choose 3. Finally, click the send button 4. If you answer correctly, you'll automatically be taken to the next page. If you answer incorrectly, try again! 5. If you run out of time, click the yellow "back" button next to to the clock to try again.
5/5
00:45
To choose your answer choice you need to: 1. First, "break the ice" by clicking once on the answer you choose 2. Then, click the box for the answer you choose 3. Finally, click the send button 4. If you answer correctly, you'll automatically be taken to the next page. If you answer incorrectly, try again! 5. If you run out of time, click the yellow "back" button next to to the clock to try again.
CONGRATULATIONS!
You've got some terribly tacky sunglasses! They'll be useful!
Mission 3: The future is Bright
ATM Cards FAQs
Card Types & Issuance
🔹 Consumer Debit Savings Only Card → ATM-only access, $300 ATM limit, issued to savings-only accounts. 🔹 Consumer Debit Card → Usable anywhere Visa is accepted, $500 ATM limit, issued to savings + checking accounts.
What’s the difference between a “Consumer Debit Savings Only Card” and a “Consumer Debit Card”?
A Business Debit Card is issued to business accounts and includes both the cardholder’s name and the business name. Business accounts always have savings & checking, so we do not issue “Debit Savings Only” cards for them. These cards can be used anywhere Visa is accepted and have a $500 ATM limit.
What is a “Business Debit Card”?
Only if they do not have a checking account. Members with checking accounts receive a Consumer Debit Card instead.
When should we issue a “Debit Card Savings Only” to a member?
Instant ATM Card Transition
No. ATM cards will no longer be issued, and all in-branch card stock will be sent to Card Services.
Can I still issue an ATM card to a member that needs access today?
For a limited time, offer a Travel Money Prepaid Card with the purchase fee waived. After 2/25, members will receive their “Consumer Debit Savings Only Card” by mail in 7–10 days.
How can we assist members adjusting to not having instant ATM cards?
During this period, the fee is waived if the member needs access to their funds due to the delay. If a member wants to purchase a prepaid card for other reasons, standard fees apply.
Will we charge a fee for Travel Money cards during the transition?
Updating the Cards
Yes! Contact Card Services or submit a Card Opportunity to switch their card to a Consumer Debit Savings Only Card. A new card is NOT required.
If a member closes their checking account but still has savings, can they use their card?
It will be updated by the next business day.
How long will it take to update a Consumer Debit Savings Only Card to a Consumer Debit Card when a checking account is opened?
1/5
00:45
Put on your sunglasses to avoid glare!
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
2/5
00:45
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
3/5
00:45
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
4/5
00:45
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
5/5
00:45
If you choose incorrectly, try again. If you run out of time, click the yellow "back" button by the clock to retry.
CONGRATULATIONS!
Oh! A flashlight! Perfect for fighting the darkness
Mission 4: Cave Escape
Card Valet & General Questions FAQ
CardValet
DEBIT: The member’s current debit card will grey out and show as “closed” in CardValet on 3/5. Once they activate their new debit card, it will appear in Ascentra’s Digital Banking.
CREDIT: The member’s current credit card will remain active in CardValet until 5/30, when Ascentra removes it. However, once the member activates their new credit card, they will use Digital Banking for all card controls. They do not need to manage the old card in CardValet.
✅ Tip: Members can delete the CardValet app once they confirm their new cards appear in Digital Banking → “Cards”.
What should members do if they live in another location over the winter?
Members should Update their address with Ascentra directly.
Debit or Credit Cards WILL NOT forward with USPS mail forwarding.
If they change their address with Ascentra, their new card will be sent directly to their winter address. Once they return home, they can change their address back.
What should members do if they will be on vacation when their card arrives?
📬 Pause mail delivery with their local post office.
📦 The post office will safely store their mail until they return.
What happens if a card is undeliverable?
🚚 Returned to Ascentra: Undeliverable cards will be sent back to Card Services.
☎️ Next Steps: 🔹 Card Services will attempt to contact the cardholder. 🔹 If contacted, the member can pick up their card at a branch or have it mailed to an updated address. 🔹 If not reached, a note is placed on the account, and staff should alert Card Services when the member is in the branch.
What should members do if their card(s) do not arrive in the mail?
📞 Call Card Services to investigate.
1/5
01:30
What will happen to a member’s current debit card in the CardValet app on 3/5?
It will turn grey and show as "closed"
It will remain active indefinitely
It will disappear immediately
1. Click the flashlight to turn it on. 2. Drag the beam (yellow circle) to the right of the slide to reveal the answers. 3. Once you’ve found the answer, click the words to select it. 4. If you're right, you'll advance to the next page. 5. If not, you'll hear a sound prompting you to try again. Keep searching, your way out depends on it! 🔦✨
2/5
01:00
What should a member do if they spend winters in another location?
Use USPS mail forwarding to receive their new card
Have a friend check their mail for them
Change their address with Ascentra directly
1. Click the flashlight to turn it on. 2. Drag the beam (yellow circle) to the right of the slide to reveal the answers. 3. Once you’ve found the answer, click the words to select it. 4. If you're right, you'll advance to the next page. 5. If not, you'll hear a sound prompting you to try again. Keep searching, your way out depends on it! 🔦✨
3/5
01:00
If a member will be on vacation when their new card arrives, what is the best course of action?
Pause mail delivery with the post office
Ask the post office to forward their card
Call Ascentra to delay sending their card
1. Click the flashlight to turn it on. 2. Drag the beam (yellow circle) to the right of the slide to reveal the answers. 3. Once you’ve found the answer, click the words to select it. 4. If you're right, you'll advance to the next page. 5. If not, you'll hear a sound prompting you to try again. Keep searching, your way out depends on it! 🔦✨
4/5
01:00
What happens to a card that is undeliverable?
It is returned to Card Services, and they attempt to contact the cardholder
It is destroyed and the member must request a new one
It is left at the post office for pickup
1. Click the flashlight to turn it on. 2. Drag the beam (yellow circle) to the right of the slide to reveal the answers. 3. Once you’ve found the answer, click the words to select it. 4. If you're right, you'll advance to the next page. 5. If not, you'll hear a sound prompting you to try again. Keep searching, your way out depends on it! 🔦✨
5/5
01:00
What should a member do if their card does not arrive in the mail?
Order a replacement card online
Wait a few more weeks and check again
Call Card Services to investigate
1. Click the flashlight to turn it on. 2. Drag the beam (yellow circle) to the right of the slide to reveal the answers. 3. Once you’ve found the answer, click the words to select it. 4. If you're right, you'll advance to the next page. 5. If not, you'll hear a sound prompting you to try again. Keep searching, your way out depends on it! 🔦✨