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ATM user video explains ins and outs (literally) of EMV card use

Dolphin Debit has produced a nuts-and-bolts presentation to help banks and credit unions train their cardholders on the EMV transaction process.

January 27, 2016

Ahead of the Oct. 1 deadline for EMV chip card acceptance at ATMs, Dolphin Debit has launched an effort to help credit unions and banks educate their members and customers about using their chip — or mag stripe — card at an EMV-enabled ATM.

In a press release, Dolphin Debit Cofounder Gary Walston said that user confusion will center on the way cards are inserted, since chip card readers require that the cardholder leave the card in the device until instructed to remove it.

As cardholders encounter this process more and more frequently at the POS, they may become confused and frustrated when using an ATM that still employs the old dip technique.

"Even though it seems like a minor issue, the non-converted ATMs are going to lead to some frustration for cardholders," Walston said. "We are committed to working with our clients to help their members and customers avoid that frustration."

The company has produced a video and other materials to help FIs "train" their members in the use of EMV cards. Dolphin Debit also is also equipping its ATMs with signage to let cardholders know whether that device is enabled for chip cards, the release said.