Please give us a call at 800‑232‑8669, option 0, and we’ll be happy to assist with any questions you may have.
Debit card declining
If your debit card is not working or a transaction is being declined, please start by checking your Debit Card Controls in the Excite Credit Union mobile app:
- Open the app and select More
- Tap Cards
- Choose Debit Card Controls
- Confirm that Card Status is set to Active (On)
While you’re there, please also review any spending limits or merchant-type restrictions that may be enabled, as these can cause declines. If the issue continues, please give us a call at 800‑232‑8669, option 0, and we’ll be happy to assist.
If Your Card Was Compromised
In some cases, you may receive a notice—either by email (if we have the correct email on file) or by mail—letting you know your card has been compromised and providing the date it will be shut off.
You may:
- Visit a branch to pick up a new debit card, or
- Have a replacement mailed to you
If mailed, we’ll need to confirm that your address on file is correct. Please note that mailed cards can take up to three weeks to arrive due to USPS delivery timelines.
If You Receive a Call from Our Fraud Department
If our Fraud Department attempted to contact you, please call them back at 888‑241‑2440 and add this number to your safe list. They may be reaching out to confirm whether certain transactions were authorized by you.
If the transactions were not made by you and have already posted to your account, please contact our Dispute Department at 866‑507‑2454 for further assistance.
Expiring Debit Cards
Debit cards remain active through the last day of the month shown on the expiration date. We automatically mail replacement cards around the first week of the expiration month, so you should receive your new card before the current one expires.
Important Reminder:
Please make sure your mailing address is always up to date with Excite Credit Union. This ensures cards and important communications are delivered to you safely and correctly.