Frequently Asked Questions

  • Debit and Credit
    • Question

      Does Sandy Spring Bank protect my virtual cards?

      Answer

      Yes. Just like your physical credit and debit cards, your virtual credit and debit cards are covered by zero liability protection. The zero liability protection** covers fraudulent purchases and payments made by others using your physical or virtual credit and debit cards. If you suspect unauthorized use of your virtual credit or debit card, please contact us immediately by calling the number on the back of your card.

      You should receive access to funds by the next business day in most cases, pending resolution of your claim. Please consult your customer and account agreements for full details.

      ** See www.mastercard.us/zero-liability.html  for details.

    • Chip Technology
      • Question

        What are chip cards?

        Answer

        Chip cards have a microchip embedded in the card that provides increased protection against fraud. Your chip card will also have the usual magnetic stripe on the back so that you can continue using your card while merchants are transitioning to new chip card terminals.

      • Question

        How is this chip card different from a magnetic stripe card?

        Answer

        A chip card looks just like a traditional card with an embedded chip in addition to the standard magnetic stripe on the back of the card. Rather than swiping your card, you will insert your chip card into the card terminal to complete the transaction.

      • Question

        Where can I use my chip Debit Mastercard?

        Answer

        Use your chip card at the exact same merchants you do now—by inserting the card into card terminals that are chip enabled or swiping your card at merchant locations that have not yet switched to chip-enabled card terminals. You can also continue to use your card as you did before for online payments, telephone payments, and at ATMs.

        If the ATM is chip enabled, your card will remain in the card reader until your transaction is complete.

        *Certain terms, conditions, and exclusions apply. See www.mastercard.us  and www.sandyspringbank.com  for details.

        **If the card is lost or stolen, the MasterCard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability  for full terms and conditions. Certain restrictions apply.

        © 2016 Mastercard. Mastercard, Debit Mastercard and the Mastercard brand marks are trademarks of MasterCard International Incorporated.
        Member FDIC

      • Question

        Can I set-up automatic payments for my chip Debit Mastercard?

        Answer

        If you would like to save time and pay bills automatically with your new “chip enabled” Sandy Spring Bank Debit Mastercard, it is easy. Simply contact the providers that send you bills on a regular basis, and ask if you can pay with your Debit Mastercard. No more writing checks or worrying about late payments. Your payments will appear on your monthly statement for easy tracking and record keeping.

        *Certain terms, conditions, and exclusions apply. See www.mastercard.us  and www.sandyspringbank.com  for details.

        **If the card is lost or stolen, the MasterCard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability  for full terms and conditions. Certain restrictions apply.

        © 2016 Mastercard. Mastercard, Debit Mastercard and the Mastercard brand marks are trademarks of MasterCard International Incorporated.
        Member FDIC

      • Question

        Can I get cash at ATMs with the chip Debit Mastercard?

        Answer

        Yes, use your debit card to get cash at any Sandy Spring Bank or Allpoint® ATM, plus over a million ATMs around the world that display the Mastercard,® Maestro,® Cirrus® or NYCE® acceptance marks.

        *Certain terms, conditions, and exclusions apply. See www.mastercard.us  and www.sandyspringbank.com  for details.

        **If the card is lost or stolen, the MasterCard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability  for full terms and conditions. Certain restrictions apply.

        © 2016 MasterCard. Mastercard, Debit Mastercard and the Mastercard brand marks are trademarks of MasterCard International Incorporated
        Member FDIC

      • Question

        Can I get cash back with my purchases with the chip Debit Mastercard?

        Answer

        Yes, where available and up to a certain amount. At the beginning of your transaction, be sure to ask your cashier if they offer cash back. If they do, you’ll need to enter your PIN.

        *Certain terms, conditions, and exclusions apply. See www.mastercard.us  and www.sandyspringbank.com  for details.

        **If the card is lost or stolen, the MasterCard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability  for full terms and conditions. Certain restrictions apply.

        © 2016 MasterCard. MasterCard, Debit MasterCard and the MasterCard brand marks are trademarks of MasterCard International Incorporated.
        Member FDIC

      • Question

        What benefits come with the new “chip enabled” Debit Mastercard?

        Answer

        The "chip enabled” Debit Mastercard provides Security, Shopping and Protection benefits* including Mastercard Zero Liability** for unauthorized transactions. If you currently have a Debit Mastercard, these benefits have not changed. Plus you have the added security of the chip on your debit card which also makes it more difficult to copy or counterfeit your card. For information on your card benefits, please see the appropriate Guide to Benefits brochure based on your card type.

        *Certain terms, conditions, and exclusions apply. See www.mastercard.us  and www.sandyspringbank.com  for details.

        **If the card is lost or stolen, the Mastercard Zero Liability program protects against unauthorized purchases. See www.mastercard.us/zero-liability  for full terms and conditions. Certain restrictions apply.

        © 2016 Mastercard. Mastercard, Debit Mastercard and the Mastercard brand marks are trademarks of MasterCard International Incorporated.
        Member FDIC

      • Question

        Who can I contact if I have additional questions?

        Answer

        Simply contact any of our convenient Sandy Spring Bank Community Offices or our Client Service Center at 800.399.5919 and they will be able to assist you with any additional questions you may have regarding the new chip Debit MasterCard.

    • Apple Pay™
      • Question

        How do I add my physical credit or debit card to Apple Pay?

        Answer

        To add a card on an iPhone or iPad, go into Settings, open Wallet® & Apple Pay, and select “Add Credit or Debit Card.” On iPhone, you can open Wallet, then swipe down and tap the plus sign. From there, use your iPhone’s camera to enter the card information or type it in manually. If you already have credit and debit cards in your iTunes account, you can add those to Wallet by simply entering the card security code. The card security code is a 3-digit code on your card. Keep in mind the first card you store in Wallet is your default payment card, but you can always change that in Settings. Consider making your Sandy Spring Bank Debit Mastercard® your default card.

        For more information on adding your credit or debit cards, or compatible devices please visit the Apple Pay page.

        Apple App Store

      • Question

        Will the card image in Apple Pay match my physical card?

        Answer

        No. The card image won’t be an exact match. Keep in mind this doesn’t affect how your cards work with Apple Pay.

      • Question

        Why am I being asked to call Sandy Spring Bank to verify my card?

        Answer

        This is just an extra security step from Apple. Simply call the number provided so we can verify your card. Then look for a Wallet message letting you know your card is ready for Apple Pay.

      • Question

        Does Wallet show my Sandy Spring Bank debit card transactions?

        Answer

        Wallet displays the time or date of the last Sandy Spring Bank debit card purchase you made with Apple Pay, but it won’t display all your purchase details. For a complete view of all your Sandy Spring Bank debit transactions, sign in to Online Banking or use our Mobile Banking App and select the appropriate account.

      • Question

        What is a Device Account Number?

        Answer

        Apple refers to the digital form of credit and debit cards as the Device Account Number.

      • Question

        What if my iPhone is lost or stolen? 

        Answer

        While we hope your phone is never lost or stolen, it’s a good idea to download Apple’s Find My iPhone app before that happens. You can use the app to quickly place your device in Lost Mode so your information is not accessible, or you can remotely erase your iPhone. Please note: Find My iPhone must be enabled in iCloud settings on your device before you can locate it with this app.

        If you can’t download the Find my iPhone app or can’t disable Apple Pay using your iCloud account from another device, you should cancel your physical debit or credit cards which will delete your virtual cards from Apple Pay. You should also review your Online & Mobile Banking transactions. If you notice any suspicious activity, please contact us immediately by calling the number on the back of your card.

      • Question

        Does Sandy Spring Bank protect my virtual cards?

        Answer

        Yes. Just like your physical credit and debit cards, your virtual credit and debit cards are covered by zero liability protection. The zero liability protection** covers fraudulent purchases and payments made by others using your physical or virtual credit and debit cards. If you suspect unauthorized use of your virtual credit or debit card, please contact us immediately by calling the number on the back of your card.

        You should receive access to funds by the next business day in most cases, pending resolution of your claim. Please consult your customer and account agreements for full details.

        ** See www.mastercard.us/zero-liability.html for details.

      • Question

        If I erase my iPhone, does that cancel my physical cards or can I continue to use them? 

        Answer

        Erasing the information on your iPhone will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your iPhone will delete the virtual cards from Apple Pay and they can no longer be used. You can add your credit and debit cards back into Apple Pay at any time.

      • Question

        Will merchants receive my physical card number?

        Answer

        Most merchants won’t have access to your physical card number; they’ll receive the unique virtual card number associated with your credit or debit card.

        Please note: MasterCard must provide your physical card number to certain transit merchants (e.g., subway systems) in order to process real-time decisions about whether or not to approve your purchase.

      • Question

        Which Sandy Spring Bank debit cards are eligible for Apple Pay?

        Answer

        You can add your Sandy Spring Bank personal and business debit cards including HSA debit cards. ATM-only cards cannot be added.

      • Question

        What type of device do I need to use Apple Pay?

        Answer

        At this time, Apple Pay works on iPhone models with Face ID, iPhone models with Touch ID, except for the iPhone 5s. It also works with iPad Pro, iPad Air, iPad, iPad mini models with Touch ID or Face ID. You can use Apple Pay with compatible iPhones and  iPad for purchases and payments: In stores, Within Apps or On the web in Safari, wherever Apple Pay is accepted.

        Please visit Apple for a current list of supported devices.

        Apple App Store

      • Question

        Will all merchants accept Apple Pay?

        Answer

        No. Not all merchants have adopted this technology. Please continue to carry your physical cards to use where Apple Pay is not accepted. Most merchants will display the contactless payment symbol to let you know they accept contactless payments.

    • Google Pay
      • Question

        How do I add my debit card to Google Pay?

        Answer

        Adding your Sandy Spring Bank Debit card to Google Pay takes just a few minutes. First, download the app from Google Play or check to see if it’s already installed on your phone. Then, open the app and follow the instructions.

      • Question

        What is a virtual card?

        Answer

        Virtual cards are the digital form of your eligible physical credit and debit cards. When you add your physical card to Google Pay, it is stored as a virtual card. It will have a unique virtual card number that is only associated with Google Pay.

      • Question

        Which Sandy Spring Bank debit cards are eligible for Google Pay?

        Answer

        You can add your Sandy Spring Bank personal and business debit cards including HSA debit cards. ATM-only cards cannot be added.

      • Question

        What type of device do I need to use Google Pay?

        Answer

        Google Pay works on Android Devices running KitKat 4.4 or higher.

      • Question

        What if my Sandy Spring Debit Card is lost or stolen?

        Answer

        Please call 301.774.6400 or 800.399.5919 and press 2 for our Client Service Center. One of our representatives will block your old card and order you a new one. You will need to update Google Pay with your new card number.

        After hours, or on non-business days, please call 800.236.2442 to have your card blocked. On the next business day, please contact our Client Service Center to order a replacement card. You may also request your replacement card using our secure message feature through BankXpress online banking.

      • Question

        Where can I use Google Pay?

        Answer

        Google Pay is accepted at millions of places around the world. You can use it anywhere contactless payments are accepted.

      • Question

        How do I  pay?

        Answer

        Google Pay works anywhere you see one of these symbols at checkout. Just wake your phone and hold it near the terminal. You don’t even need to open the app.

        Google Pay icon and wireless payment icon
      • Question

        What if my Android Phone is lost or stolen?

        Answer

        While we hope your phone is never lost or stolen, it’s a good idea to enable your Android Device Manager. On your Android device, go to the Google Settings app, and then tap on Android Device Manager. The locator feature is enabled by default, but to enable remote data wipe, tap on the box next to “Allow remote factory reset,” then tap “Activate.”

        If your Android Device is ever lost or stolen you can use Android Device Administrator to lock it remotely, create a new password, and wipe your personal information from it.

        We also recommend that you notify their mobile carrier and promptly call the Sandy Spring Bank customer service number on the back of your card. You should mention you added your card to Android Pay, so the Sandy Spring Bank can disable the card for use with Android Pay. If you locate the device, you will need to add their card back to Android Pay before making any purchases.

        You should also review your Online & Mobile Banking transactions. If you notice any suspicious activity, please contact us immediately by calling the number on the back of your card.

      • Question

        If I erase my Android Phone, does that cancel my physical cards or can I continue to use them?

        Answer

        Erasing the information on your Android will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your Android Phone will delete the virtual cards from Android Pay and they can no longer be used. You can add your credit and debit cards back into Android Pay at any time.

    • Samsung Pay
      • Question

        How do I add my physical debit or credit card to the Samsung Pay App?

        Answer

        From the home screen, touch apps, touch Samsung Pay, touch install. Cards can be easily added to the Samsung Pay app by using your device’s camera to scan in your card’s information, or by manually inputting the card information yourself.

      • Question

        What if my Samsung Phone is lost or stolen?

        Answer

        Samsung Payments can’t be made from your phone without being authorized via fingerprint or the PIN chosen during the setup process. If you register with Samsung’s Find My Mobile service, you can remotely erase information on the phone, including any cards stored in Samsung Pay. The URL is https://www.samsung.com/us/support/

        You should also review your Online & Mobile Banking transactions. If you notice any suspicious activity, please contact us immediately by calling the number on the back of your card.

      • Question

        Why am I being asked to call Sandy Spring Bank to verify my card?

        Answer

        This is just an extra security step from Samsung Pay. Simply call the number provided so we can verify your card. Then look for a wallet message letting you know that Samsung Pay has been activated. You will also receive an email from Samsung Pay.

      • Question

        What is a virtual card?

        Answer

        Virtual cards are the digital form of your eligible physical credit and debit cards. When you add your physical card to Samsung Pay, it is stored as a virtual card. It will have a unique virtual card number that is only associated with Samsung Pay.

      • Question

        If I erase my Samsung Phone, does that cancel my physical cards or can I continue to use them?

        Answer

        Erasing the information on your Samsung will have no effect on your physical cards. You can continue to use your cards as you normally would. Erasing your Samsung Phone will delete the virtual cards from Samsung Pay and they can no longer be used. You can add your credit and debit cards back into Samsung Pay at any time.

      • Question

        Will merchants receive my physical card number?

        Answer

        Most merchants won’t have access to your physical card number; they’ll receive the unique virtual card number associated with your credit or debit card.

        Please note: MasterCard must provide your physical card number to certain transit merchants (e.g., subway systems) in order to process real-time decisions about whether or not to approve your purchase.

      • Question

        What type of device do I need to use Samsung Pay?

        Answer

        You can use Samsung Pay with the Galaxy S6, S6 active, S6 edge, S6 edge+ and Note 5 and newer devices that are compatible with Samsung Pay. Please visit https://www.samsung.com/pay for a full list of compatible devices.

      • Question

        Will all merchants accept Samsung Pay?

        Answer

        Samsung Pay uses proprietary technology that works with both Magnetic Secure Transmission (MST) used to swipe cards and Near Field Communication (NFC) to make contactless mobile payments. MST and NFC enable the Galaxy S6, S6 active, S6 edge, S6 edge+ and Note 5 to make transactions at most card readers where you can swipe or tap your card, excluding gas station pumps.

        Please continue to carry your physical cards to use where Samsung Pay is not accepted. Most merchants will display the contactless payment symbol to let you know they accept contactless payments. You can visit this website to determine terminals that accept Samsung Pay https://www.samsung.com/pay

      • Question

        Will the card image in Samsung Pay match my physical card?

        Answer

        No. The card image won’t be an exact match. Keep in mind this doesn’t affect how your cards work with Samsung Pay.

      • Question

        Does Samsung Pay show my Sandy Spring Bank debit card transactions?

        Answer

        Wallet displays the time or date of the last Sandy Spring Bank debit card purchase you made with Samsung Pay, but it won’t display all your purchase details. For a complete view of all your Sandy Spring Bank debit transactions, sign in to Online Banking or use our Mobile Banking App and select the appropriate account.

    • SecurLOCK