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FAQs

• What should I do if my transaction won't go through and I know I still have an available balance in my account?

  Contact us directly and we’ll let you know the reason. Common reasons include the wrong card number, expiration date, or security code. Be sure to check these, especially when making online purchases.

• Who do I call if my debit card is lost or stolen?

  Call us anytime 24/7 at (210) 561-4500 or toll free (800) 531-8456.

  You can also enroll your debit card in the Card Security feature of the United Texas Mobile App, or our CardNav app, which both let you turn your card on and off. This can be helpful if you think you might have misplaced your card, but don’t want to cancel it yet.

• Do I need to notify United Texas when I am traveling?

  Yes, please notify United Texas when and where you plan to be traveling. Otherwise, we might be concerned that your transactions abroad are fraudulent, and put a hold on your card.

• Can I use my card if I'm traveling abroad?

  If you are traveling to a foreign country and want to use your debit card, please contact us and we can ensure that your card will be accessible while traveling. In order to safeguard the funds in your credit union account, we strongly suggest that you use traveler’s checks, or a credit card, such as the United Texas Platinum Mastercard to make purchases when traveling abroad.

• What is CardNav?

  CardNav lets you:

  • Turn your debit card on and off.
  • Establish transaction controls for dollar amount limits, merchant categories, and geographic locations.
  • Receive alerts when your debit card is used, approved, or exceeds the transaction controls you set.
  • Stay informed of potential fraud with alerts on attempted or declined transactions.

  CardNav is a free app that you can download from your device’s app store.

• Are there limits to what I can spend on my Instant Issue Debit Card?

  To limit our members’ exposure to possible fraud, we impose a limit of $1,500 per day on your Instant Issue Debit Card. If you are anticipating a purchase in excess of this amount, please let us know and we can temporarily adjust your limit to accommodate your needs.

• What if I suspect that there is fraud on my debit card?

  If you think your card has been used fraudulently or you see a transaction you don’t recognize, please call (800) 531-8456, anytime 24/7.

• Can I put any image on my debit card?

  Almost! We do have some items that will not be accepted as card images:

  • Company names, logos, slogans, third-party brands, trademarks, copyrighted items, or any image which may be protected by trademark or copyright.
  • Professional athletes, politicians, celebrities, public figures (excluding permission-based photos of you, your family members, or friends photographed with a famous person).
  • Depictions of illegal activities or otherwise inappropriate behavior.
  • Addresses, phone numbers, social security numbers, other personal identification numbers or URL addresses.
  • Images or words that may be considered profane, obscene, offensive, indecent, provocative, nude, semi-nude, lewd, or otherwise inappropriate.
  • Political affiliations or other socially sensitive images.
  • Racially sensitive material.
  • Artwork created by a third party for which you have not obtained permission from the owner to use.
  • Cartoons or other characters for which express permissions have not been obtained. This includes images that you have not created and/or do not have permission to use.
  • Any other image which is deemed unacceptable and reflects negatively on the branding image of United Texas.
• I want to use a picture that I took for my debit card image. What format and size does it need to be to go on the card?

  Image files should be in either .jpg, .gif, or .png formats.
  Images should be a minimum of 1024 X 786 pixels for best picture quality.
  Images that are small in size do not reproduce with a high quality. For the best clarity, use larger image with higher resolutions (preferably at least 1 MB in size).

• I don't live near a branch. Can I have an instant issue debit card mailed to me?

  Unfortunately, no.

  An Instant Issue Debit Card is active as soon as it is produced.
  Because they are active immediately, to protect the security of your account, we cannot mail a card to you. You must request the card in person at any of our locations.

  We can mail a regular Debit Mastercard to you. They take approximately 10-14 days to receive and they are activated upon receipt.

• Do you offer ID Theft protection on your cards?

  Yes, we do.

  We offer enhanced Mastercard ID Theft Protection. This is an automatic built-in benefit to your card to better safeguard you against possible identity theft. Visit https://www.mastercardus.idprotectiononline.com/enrollment/embedded.html to sign up.

  Generali Global Assistance Inc. provides this benefit. Certain terms, conditions and exclusions apply. Please see your Guide to Benefits for details or call 1-800-MASTERCARD.