This FAQ covers common issues and questions about Card Controls in the nbkc mobile app and online banking. Topics include troubleshooting error messages, missing transaction data, spending limits, PIN changes, alerts, and reporting lost or stolen cards. Steps and feature availability vary depending on whether you are using the mobile app or desktop browser, so follow the instructions for your device.
1. Why am I getting an error message when trying to access Card Controls?
If you see an error on your phone, make sure you have the latest version of the nbkc mobile app installed.
2. Why aren’t any transactions appearing even though I see my debit card?
Transaction history in Card Controls begins from the first time you access the feature.
Example: If you first accessed Card Controls on 7/15/25, only transactions on or after that date will appear. Earlier transactions will not show.
3. Why was my debit card declined after setting spending or ATM limits?
Card Controls allows limits up to the bank’s standard daily limit, but not above it.
Lower limits will apply, but higher requests will default to the bank’s maximum, which may cause a decline.
If your card was declined due to limits, call 866.931.0850 or securely chat in via online banking for assistance.
4. Can I change the PIN on my debit card using Card Controls?
Yes, in the mobile app only (not available on desktop).
Steps:
Open the app and go to Card Controls → Change PIN
Enter your current PIN and then the new PIN twice
If you don’t know your current PIN, contact nbkc Customer Support at 866.931.0850.
5. Can I report my card as lost or stolen in Card Controls?
Yes — you can quickly report your debit card as lost or stolen via Card Controls.
Important notes:
Reporting your card as lost immediately blocks it to prevent new transactions.
Your card may still appear as active in the system briefly.
To receive a replacement card, call 866.931.0850; replacements aren’t automatically sent.
Have more questions?
Chat with us securely from your online banking or give us a call at 866.931.0850. We're here to help!