TOP FAQS

Get Help With Your Credit Cards

Use this page to find answers to frequently asked questions about opening and managing Bank of the West credit cards. If you still need help, visit our Customer Service page to find more answers or speak with a customer service representative.

General Information

I have some questions about my existing credit card. Is there a phone number I can call to talk to a bank representative?

For any questions about your existing credit card, call the number on the back of your card. If your card has been lost or stolen, call 1-800-996-2638. If you're outside the U.S., call 1-808-842-3100.

Are there any annual fees with a Bank of the West credit card?

There are no annual fees with any of our Platinum or Platinum Rewards credit card options. The annual fee on our World Credit Card product is waived as long as you are a Premier Checking customer. The Secured Card has an annual fee of $25.

What credit cards do you offer?

We offer a variety of credit cards with different rates and benefits. This includes a Platinum Rewards MasterCard® Credit Card with an added rewards benefit. Visit our credit cards page for more information.

How do I apply for a credit card?

Call 1-866-269-2327 to learn more and apply, or you can also apply online for all cards except the Secured Card. For instructions on applying for the Secured Card, visit the Secured Card page.

How long does it take to apply?

Applying for an account online can be done in just a few easy steps that take a total of about 15 minutes. The account application process is easy, convenient, and secure.

What are some best practices for managing my credit debt?

Bank of the West offers helpful information online for managing your credit debt both in the short-term and long-term. Read our credit debt article to get strategies and tips for reducing and eventually eliminating your debt.

Billing & Statements

How do I view my credit transactions online?

  1. Visit www.bankofthewest.com.
  2. Enter your username and password and click Sign In.
  3. You'll see your credit card listed under Banking Overview. Click the credit card name (for example, “MASTERCARD STANDARD”) to view your latest credit transactions.

I forgot my Username/Password. What should I do?

If you are an Online Banking customer and you've forgotten your Username, contact us at the numbers below. If you've forgotten your Password, visit the Password Reset page.

If you need more assistance, call Online Banking Customer Support at 1-800-488-2265, option 3.

How do I pay my credit card bill online?

  1. Visit www.bankofthewest.com.
  2. Enter your username and password and click Sign In.
  3. You'll see your credit card listed under Banking Overview. Click the Pay Now link.

Or, Make an Online Payment, one-time, without signing in.

How can I get automatic text or email alerts when my bill is due?

  1. Visit www.bankofthewest.com.
  2. Enter your username and password and click Sign In.
  3. Click the Alerts tab at the top and follow the instructions to set up alerts.

Is there a fee to receive alerts?

There's no Bank of the West fee to use these alerts. For text alerts, your mobile carrier's text message and data usage fees and rates may apply.

Security & Protection

What do I do if my credit card is lost or stolen?

To report your lost or stolen credit card, call 1-800-996-2638 immediately. If you're outside the U.S., call 1-808-842-3100.

To report unauthorized or incorrect electronic funds transfers (including ATM or debit card transactions as well as other electronic deposits, withdrawals or transfers), or to report a debit card lost or stolen, call 1-800-488-2265.

How do I keep my credit card safe and secure?

Bank of the West offers helpful information online for keeping your credit card safe and secure. Read our credit fraud article to learn about different ways you can protect your credit.

How do I know my credit card information is protected when I'm using it online?

When you're using your credit card number to shop online, it's important to be careful and protect your personal and credit information. Read our article about online shopping security for more information.

I'm traveling abroad. Do I notify the bank, and what else should I do to prepare myself financially?

Before you leave on your trip, call or visit your local Bank of the West branch and let them know where and when you're going. It's also a good idea to contact card services at 1-800-996-2638.

We monitor your debit and credit activity, and may place holds on your cards if we suspect fraudulent activity. Notifying us in advance of international travel helps us to better determine if activity on your account is suspicious or not.

I don’t have a PIN for my credit card. Do I need one?

You don’t need a PIN for your credit card when making transactions at merchant locations. However, there may be times when a PIN is required at an unattended terminal, such as certain parking lots or ticket dispensers. Terminals that require PINs are more commonly located overseas. If you’ll be traveling outside the U.S., you can request a PIN by calling the number on the back of your card.

Bank of the West Chip Cards

What is a chip card?

A chip card is a fully functional credit, debit or ATM card that uses a microchip to help prevent counterfeit fraud during purchases or cash withdrawals.

If I receive a new credit chip card, will my credit card number or credit PIN change?

For most credit cardholders, your card number won’t change when you get a credit chip card. However, if you have multiple cards, some card numbers will change. Also, all cardholders will receive a new expiration date and three-digit security code. Most credit cardholders will also receive a new PIN.

Will my information change when I’m issued a new debit/ATM chip card?

Unless you report your card lost or stolen, the card number and PIN shouldn’t change when you’re issued a debit/ATM chip card. The expiration date and three-digit security code on the back of the card will change.

How are chip cards more secure than standard credit cards?

The card’s microchip provides enhanced security when used at chip-enabled terminals. Microchips are also many times more difficult to reproduce illegally (compared to a traditional magnetic strip).

Do I need to update the credit or debit card billing information I’ve provided to merchants and services?

Yes. Update any and all changes to your card number, expiration date and security code to avoid any interruption in service.

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