If your debit card is not working or you are getting a decline on a transaction, please make sure that you have your debit card controls turned on in your Excite Credit Union mobile app. You may do this by clicking on More, then Cards, then choose Debit Card Controls. The Card Status should be set to Active On. Check to see if you have a spending limit set or an automatic decline on certain Merchant types. If this doesn’t resolve your issue, please call us at 800-232-8669, option 0, and we would be happy to assist you.
There are times that you will receive a notice either through email (if we have the correct email on file) or through regular mail that your card has been compromised and we will provide the date it will be shut off. You have the option to go into a branch to pickup a brand-new card or we can mail one to you. We would need confirmation that your address on file with us is correct. Please note mailing can take up to 3 weeks to receive.
If you received a call from our Fraud Department, you will need to call them back at 888-241-2440, please add this phone number to your safe list. They would be trying to reach you to make sure a transaction or transactions were actually made by you. If they are not yours and the charges have posted to your account you would need to contact our Dispute Department at 866-507-2454.
Expiring debit cards are good until the last day of the month in which they expire. We will mail a new one out to you around the first week of the month that the card expires in, to be received by you before the end of the month so there are no worries about an expired card.
Important: Please make sure your address is up to date with Excite Credit Union or a card could be mailed to someone else if you have moved. This is very important that we have your correct and up-to-date address on file in our system for communication as well.