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Debit Card Support

We've compiled a list of the most common questions to help provide support. Simply click on the individual issue listed below to see a solution. If there is a problem you are experiencing that isn't in this list, please call us toll-free at 1-888-833-3455 or use our contact form.

 

supportProduct / Service Topics

Why is my Card not working?

  • Card is not activated
  • Card is bent
  • Card strip is damaged
  • Suspect transaction has resulted in a temporary hold placed on card
  • Card is compromised – Temporary hold placed on card
  • Trying to pull from account not attached to card
  • Merchant processor problem

How can I tell if a transaction on my statement belongs to my debit card?

The transaction on your statement will have the last four digits of the debit card used for the purchase in the description.

If you are reviewing your account online and the transaction is pending the description will read “DEBIT CARD”.


What are the foreign/conversion fees when my card is used outside the United States?

MasterCard® will charge a 1% International Service Assessment fee for every transaction that is run outside of the United States, including ATM transactions. The fee will be assessed on all cards, including ATM cards. This fee is listed separately on your statement from the purchase it was applied to. Exceptions may include United States Military bases.


Will my card work outside of the United States?

On occasion, First Interstate Bank will close down certain foreign countries due to increased fraud on debit cards originating in those countries. Before leaving, you will want to contact First Interstate to check on what countries are closed down.


I am going to be traveling. Do I need to notify the bank?

You will want to notify First Interstate Bank of your travel plans. This will help prevent temporary holds for suspect transactions.


What are the differences between an ATM card and a debit card?

An ATM card works in all ATM’s with the MasterCard®/Maestro logos and all merchants that offer PIN based transactions.

A Debit card can be used the same as above as well as signature based transactions by selecting credit on the merchants PIN pad.


What is a non-FIB ATM fee?

Non FIB ATM fees are applied to all ATM Transactions performed at an ATM not owned by First Interstate Bank. See First Interstate Bank's Fee Schedule for details.


What are the daily limits on my debit card?

You may withdraw no more than $300.00 per day using your ATM card and personal identification number, if there are sufficient funds in your account.

You may withdraw no more than $1000.00 per day using your Debit Card and personal identification number, if there are sufficient funds in your account.

You may withdraw no more than $2500.00 per day using your consumer Debit Card or $5000.00 for business Debit Cards on point-of-sale (signature) transactions, if there are sufficient funds in your account.


If I want to make a purchase larger than my daily limit, who do I contact?

You will want to contact your branch to speak with a personal banker about temporarily increasing limits on the debit card.


Why do some pending transactions made with a Debit Card register for a different amount than the actual?

Pending transactions are transactions that are presented to the Bank during the current business day or after the processing cut-off time for the previous business day (which varies between 2:00 PM and 4:00PM). Pending transactions may include a variety of items including, direct deposits, ACH items, ATM transactions, and Debit Card transactions. When these items are presented to the Bank they are "memo" posted to your account. The transactions will permanently post to your account, generally, in 1 – 3 business days depending on the item. When the amount is "memo" posted to your account, your account balance reflects these items. Your account will be increased by any deposit transaction and decreased by any withdrawal. Some transactions may cause a little confusion as to the way they are posted; Debit Card transactions in particular. There are several instances where a Debit Card transaction may "memo" post for an amount that is different than the actual purchase price. The authorization process used by the merchant determines the amount that "memo" posts to your account. The following is a detailed description of authorization practices in six major categories.

Restaurants

When you receive the bill and present the Debit Card for payment, the tip amount has yet to be indicated. The waiter or cashier obtains authorization for an amount that adds an estimated tip (usually 20%) to the base bill. After authorization, the waiter presents the purchase slip for signature. At this point, you add a tip and total the bill. This final total may be for more or less than the estimated amount for which the restaurant obtained the authorization. The estimated total could stay on the system for 1 – 3 business days until the clearing item for the amount actually charged reaches the Issuer (FIB). You may become aware of the difference between the authorized amount and the actual amount through Telephone Banking, ATM inquiry or Internet Banking inquiry.

Gas Stations - At the pump

When you present your Debit Card at a gas pump, the actual amount of gas you are purchasing is not available. In order for the system to provide an authorization an amount must be present. Since the amount of the purchase is not known until the gas has been pumped an amount determined by the gas station is transmitted. The amount can vary and may be as high as $100. In most cases the gas station will send an authorization for $1.00 for gas pump transactions. The estimated total could stay on the system for 1 – 3 business days until the clearing item for the amount actually charged reaches the Issuer (First Interstate Bank). You may become aware of the difference between the authorized amount and the actual amount through Telephone Banking, ATM inquiry or Internet Banking inquiry.

Gas Stations - In Store

When you present your Debit Card in-store at a gas station the actual amount of the transaction will be presented for payment. The gas station attendant will run the card after services are rendered for the amount of gas pumped and/or the amount of miscellaneous items purchased.

Hotels

When you present a Debit Card at registration, the clerk or cashier requests an authorization for an amount based your expected length of stay. An additional amount may be added to the room rate to cover other guest services, such as movies or parking. Many are not aware of the exact amount authorized or that your financial institution may place hold for that amount. If you check out early, stay an extra night, or use more hotel services than estimated, the actual transaction amount (incoming clearing item) could differ significantly from the authorization memo posted amount. In some cases, the authorization memo posted amount could limit your purchasing power or funds availability. You may become aware of the difference between the authorized amount and the actual amount through Telephone Banking, ATM inquiry or Internet Banking inquiry.

Telephone Order and Online Retailers

You provide the order information, and then the retailer adds any applicable tax and shipping and computes the total amount. You provide the Debit Card number, expiration date, and billing address. The billing address for a Debit Card is the statement address for the linked checking account. Merchants are required to ask for a billing address. The authorization process for a telephone or online order requires that your financial institution approve both the dollar availability and the billing address. If the billing address given to the merchant is not the same as the one shown on your statement, the transaction may be denied, even if funds are available in your account. The request for authorization from your financial institution is rarely made when you are on the telephone or online. Since the authorization process is usually done after you have completed the telephone call or signed off the Web site, the purchases can be denied at authorization for a number of reasons including daily limits, funds availability, a hold on a recent deposit, or a billing address mismatch. If you have recently moved you may give a correct, but new, billing address that will not match your institution's records. It's also easy if you receive your statement at the office, a P.O. Box, or other non-home location to misunderstand the request for billing address and provide a home or "ship to" address. This triggers a mismatched address denial.

Airlines

The ticketing agent adds up the amount of all tickets being purchased by a customer and requests authorization for the total. However, because airline accounting and tracking is based on individual tickets, your Debit Card statement will show prices for individual tickets, not the total amount. Fees for changing a ticket will also be shown separately on the statement. Seeing a number of individual purchases for the same amount from the same airline can be confusing.

Store Retailer

After you decide on the item(s) to purchase, the merchant adds the tax amount and requests authorization for the total amount. Once authorized, you sign the slip, and the transaction is completed. The authorization memo item and the clearing item are for the same amount. This type of transaction is a convenient and simple replacement for cash or a check, for both you and the merchant.


Why do I see a $1.00 charge from (gas station, internet purchase etc) when I spent more than that?

When you present your Debit Card at a gas pump, internet provider, etc. the actual amount you are purchasing may not be available. In order for the system to provide an authorization an amount must be present. Since the amount of the purchase is not known until all services are rendered an amount is determined by the merchant. The amount can vary; in most cases the merchant will send an authorization for $1.00. The estimated total could stay on the system for 1 – 3 business days until the clearing item for the amount actually charged reaches the Issuer (First Interstate Bank). You may become aware of the difference between the authorized amount and the actual amount through Telephone Banking, ATM inquiry or Internet Banking inquiry.


What should I do if I see a transaction on my statement that I did not do? Wrong amount? Double charged?

Contact your local branch for more information. Merchants may process under different names. The bank may be able to provide more information on the transaction and provide contact information for the merchant.

Any transaction(s) in question can be disputed. The dispute forms can be found on the internet site, or filled out at your local branch.

Debit Card Dispute Form


Can I have more than one account attached to my debit card?

Yes. Merchants can only authorize off of the primary checking account. Multiple accounts will only be available when transferring funds from one account to another.


Should I use my debit card to reserve a hotel room/rental car/etc?

When you present a Debit Card at registration, the clerk or cashier requests an authorization for an amount based your expected length of stay. An additional amount may be added to the room rate to cover other guest services, such as movies or parking. Many are not aware of the exact amount authorized or that your financial institution may place hold for that amount. If you check out early, stay an extra night, or use more hotel services than estimated, the actual transaction amount (incoming clearing item) could differ significantly from the authorization memo posted amount. In some cases, the authorization memo posted amount could limit your purchasing power or funds availability. You may become aware of the difference between the authorized amount and the actual amount through Telephone Banking, ATM inquiry or Internet Banking inquiry.


What do I do if I have forgotten my PIN?

You may stop in at a First Interstate location with your card and change the PIN to one of your choosing. If that is not possible, the PIN can be mailed to the address on your account. Due to security reasons, First Interstate Bank does not have access to your PIN.


The merchant is asking for the 3 security numbers (CVV) on the back of the card, but mine wore off, what do I do?

These 3 numbers are referred to as the CVV, Card Verification Value, and are used by MasterCard® to determine that the card is in your possession. These numbers are generated at the time the card is created. If the numbers are no longer legible, contact your local branch for a replacement card. First Interstate Bank does not have access to these security numbers.


I have misplaced/lost my debit card, who do I call?

Please call your local branch or our toll free number at 1-888-833-3455 (24 Hour Number) and have your card cancelled.


I gave my card number to a telemarketer.

You will need to cancel your Debit Card.

Please call your local branch, our toll free number 1-888-752-3332 (M-F, 7:30am-6pm MST) or 1-888-833-3455 (24 Hour Number).


Why can I use my card when the clerk keys the information in, but doesn't work when I swipe it?

If your debit card is accepted when it is keyed in, but not when it is swiped, the problem is with the magnetic strip. There is damage to the strip that will not allow it to be read by a swipe. Please call your local branch or our toll free number at 1-888-833-3455 (24 Hour Number) for a replacement card.


I tried to use my card at an ATM machine, but it doesn't work. Why? (The ATM machine doesn't have a MasterCard®, Maestro, or Cirrus logo).

Please insure that you are using an ATM machine with MasterCard® and/or Maestro logos. If the problem still persists please contact the bank.


I have transactions on my account with my debit card attached that I am not familiar with. Do I need to close my checking account?

You do not need to close your checking account if the transactions are from your debit card. You will, however, need to cancel your debit card. Please contact your branch for further information.


I just got a new card and it's not working. Why?

The card must be activated prior to use. Please call the 800# that is on the sticker on the front of the debit card, if you have taken off the sticker or are having problems you can contact your branch or the ATM department at 1-888-752-3332 (M-F, 7:30am-6pm MST).


Why did I get a new card?

Replacement cards are sent automatically every three years due to expiration. You will receive your replacement card one month prior to the expiration date on your card.

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