USING YOUR CARD
How do I get a new card?
When you open a new checking account at any of our offices, a debit card can be printed for you while you wait. If you can’t make it to the office, or if you opened your account online, a debit card can be sent through the United States Postal Service (USPS).
If you need a replacement card, you can also stop by an office or request your new card through Online Banking or by contacting Client Services.
What do I do if my card has or is about to expire?
If your card has or is about to expire, you should have received a new debit card in the mail. In the event you haven’t received your card, you can visit any of our branches, and we will print a new debit card while you wait, or you can complete a new card request within Online Banking, and a new card will arrive in the mail.
Can I add my MutualOne debit card to my mobile wallet?
The MutualOne Bank debit card can be added to Apple Pay®, Google Pay™ and Samsung Pay®. Then you can use it to make purchases anywhere you see the contactless symbol by holding your device near the terminal.
Which ATMs can I use with my MutualOne debit card?
You can use your MutualOne Bank debit card at any ATM that accepts Mastercard®.
While MutualOne Bank does not charge when you use an ATM owned by another financial institution, the ATM owner may charge a surcharge. To avoid surcharges use ATMs within the SUM® and MoneyPass® networks.
Can my child get a MutualOne Bank debit card?
If your child is 16 years of age or older and has a MutualOne Bank checking account, they are eligible for a MutualOne Bank debit card.
Can my MutualOne Bank debit card be used outside of the United States?
While you can use your debit card outside of the United States, you must notify us of your travel plans. You can do so by using Card Controls within Online or Mobile Banking or calling Client Services at (508) 820-4010.
Keep in mind that your MutualOne Bank debit card has daily transaction limits. Also, it is advised that you bring an alternative form of payment while traveling. MutualOne Bank cannot guarantee that all requests will be accepted due to government and Mastercard restrictions.
CARD CONTROLS
What are Card Controls?
Card Controls is a service that allows customers with a MutualOne Bank debit card to take control of their card, at no charge, through Online & Mobile Banking. Click here to learn more about Card Controls.
How do I sign up for Card Controls?
To activate and access, log in to Online or Mobile Banking and click “Card Controls” in the top navigation. If your card does not appear in Card Control, please contact Client Services.
CARD SECURITY
How do I report a lost or stolen debit card?
You can report a lost or stolen debit or ATM card by calling (800) 264-5578. A new card will be reissued to you by mail.
With Card Controls you can turn your card off when it has been misplaced, lost or even stolen, as well as turned on if found.
How can I monitor the activity on my MutualOne debit card?
You can use Card Controls to receive transaction and activity alerts. You can also use Online and Mobile Banking to regularly review any transactions on your account at any time.
Does MutualOne Bank monitor transactions for fraud?
Yes, if our monitoring system spots suspicious activity associated with your debit card, we will automatically contact you via text message or automated phone call.
How do I report debit card fraud?
If you suspect your debit card has been stolen or identify a fraudulent transaction on your card, please contact Client Services during regular business hours. You can also use Card Controls to temporarily deactivate your debit card and change your PIN.
How do I reset my PIN?
Use Card Controls in Online and Mobile Banking to reset your PIN. You can also change your pin by visiting any MutualOne Bank ATM, or calling (800) 448-8628, 24 hours a day, 7 days a week.
UCHOOSE REWARDS®
What is uChoose Rewards?
uChoose Rewards is a rewards program that allows you to earn points when you shop with your MutualOne Bank debit card. These points can then be redeemed at the point of sale with the Pay with Points program OR online for cash back, gift cards, travel, even Amazon purchases.
Where can I earn points?
You can earn points everywhere your MutualOne Bank Debit Mastercard® is accepted.
How do I earn points?
Earn points by making purchases online or in person with your MutualOne Bank debit card. You can also earn points for linking your card, your birthday, your debit card anniversary, and more. Plus, merchants may promote bonus offers in your uChoose Rewards account.
How do I know which merchant-funded offers have been activated for which cards on my account?
Merchant and MutualOne Bank offers are available for all cards in your account. If you wish to activate the offers to any linked accounts, you will need to log into uChoose Rewards account associated with any linked accounts and activate offers for cards on those accounts.
What if I shopped at a participating retailer, but I don’t see the points?
It can take up to 60 days from the date of your transaction or 60 days after travel completion for the transaction to appear and the points credited to your account. Don’t see points from a qualified transaction after 60 days? Contact our Client Services team.
Can I share points with family members or coworkers?
Yes! All of the cards associated with your MutualOne Bank account will automatically earn points together. If you have multiple accounts with us, you can link them together from the My Account page of the uChoose Rewards site. Please note, you will be required to go through multi-factor authentication to link accounts.
Business accounts with linked cards earn points the same way, but only the designated business owner can redeem the points. For credit business accounts, individual accounts from the same company are automatically linked.
Where can I view my point activity?
You can view your activity through card controls by clicking “My Rewards” or logging into the uChoose Rewards website to view all the points you’ve recently earned, how many are available for redemption, and your redemption history.
You can also click the “Account” drop-down in card controls, you will be able to see the details for all cards on the account or linked to your account.
Business card holders can view their point activity only through the uChoose Reward website.
How can I find my current balance?
You can find your most current balance by logging into your account through uChoose Rewards website or the rewards widget under card controls. Business accounts can check their balance through the uChoose Rewards website.
Do not rely on the rewards box on your debit or credit statement for balance information.
How do I change my password?
Log into your account through uChoose reward’s website or through card controls and click on your name/card number in the upper right corner of the home page. Select “My Account” and visit the section called “Change Password.”
When entering a new password, please make sure it fits the 12-character requirements stated on-screen.
When can I start redeeming my points?
Once you’ve earned at least 25 points, you can start redeeming points towards things you want! Points are good for up to 60 months.
Typically, points earned in one month are available for redemption the 1st of the next calendar month. Please keep in mind, some points take up to 60 days after a transaction date or travel completion date to be credited to your account.
What can I redeem my points towards?
You can redeem your points at the point-of-sale with our Pay with Points program or online for cash back, Apple products, gift cards, hotel rooms, rental cars, airline tickets, and more. You can even link your uChoose Rewards account with Amazon and use the points towards your purchases.
How do I connect my uChoose Rewards account to the Pay with Points program?
To connect your account with Amazon and PayPal, your MutualOne Bank debit card must be connected in that account, ideally as your default card and when selected during checkout. When paying at checkout, you determine how many points to spend. If you don’t pay for your entire purchase with points, you will use your uChoose Rewards enrolled card for any remaining balance.
For fuel partners, simply insert your uChoose Rewards enrolled card at the pump POS and if you are eligible an offer will be displayed for you to select “Yes” or “No.” If you select “Yes” the per gallon price will rollback accordingly and your savings will be displayed on the receipt. Full-service and in-store purchases of fuel are also eligible.
How do I know if I qualify to spend points with a Pay with Points Partner?
If you see Pay with Points as part of the “Redeem Points” drop down menu on your uChoose Rewards online account home page, then you are eligible.
To determine which merchants are participating, click on the Pay with Points link or Pay with Points Redemption tile, from your homepage.
When paying with points, can I ship my purchase to an address other than the one associated with my MutualOne Bank debit card?
No, you cannot change the shipping address from the address MutualOne Bank has on file for your debit card. This is to protect you against fraudulent use of your points. If you would like to change your address, you will need to contact us to adjust.
Can I ship items to a PO Box or outside the United States?
Not currently, as uChoose Rewards’ shipping partners require a physical address for delivery.
What if I want to return something I purchased with points?
Some purchases can be returned, and some cannot. Please review the respective storefront’s Redemption Terms & Conditions and processes to confirm and follow if returns are supported.
The same applies for purchases made with points at the point of sale, please consult the particular merchant’s site for more information.
I have an issue with an order, and I made it with points. Who do I contact?
Please refer to the merchant’s customer support documentation for order-related questions.
I opted for cash back. How do I know what account it will be deposited to?
Cash back redemptions are deposited in the account you chose on the cash back redemption screen. Possible destinations include the MutualOne Bank account associated with the card connected with uChoose Rewards, a different bank account you have specified or a statement credit for most credit card cash back transactions.
My card is lost/has been stolen. What happens to my points?
If your MutualOne Bank debit card is lost or stolen and a replacement is issued, points will be accessible by the new card, if it is on the same account. Once you receive your new Debit Card, there is no need to re-register your card.
If you get both a new debit card and new account, please ensure we manually move the points from your old account to the new account within 30 days of the original card’s closure or your points will be burned off automatically.
My account was closed. What happens to my points?
You have up to 30 days after account closure to request the points to be redeemed into cash back deposited in another account and a statement credit applied to another account.
If your address on file is within New York state, you have to update to 90 days to request the points be paid out.
Someone gained access to my uChoose Rewards username and password. What should I do?
Contact our Client Services team during business hours and inform them of the situation. From there an investigation can be opened in an effort to resolve the issue.
I see fraudulent activity in my account. Help?
If you see questionable redemptions, contact our Client Services team during business hours so they can initiate an investigation and take action to help prevent further fraudulent activity.