Virtual card PINs in Relay are optional 4-digit codes you can set when a mobile wallet or terminal asks for one during a virtual debit card transaction.
What you need before you start
A Relay account with an active virtual Relay Visa® Debit Card
Access to the Relay web app or the Relay mobile app
A 4-digit PIN you will remember
When do you need a virtual card PIN?
Most online purchases with a virtual card do not require a PIN, so setting one is optional. You will need a PIN in two situations:
When linking your virtual Relay Visa® Debit Card to a mobile wallet like Apple Pay or Samsung Pay, if the wallet prompts for one
When paying at a terminal that requests a PIN for a virtual card used through a mobile wallet
How to set a virtual card PIN on the web
Setting a virtual card PIN on the Relay web app takes six clicks from the Cards tab.
Sign in to your Relay account.
Go to the Cards tab.
Click the virtual card you want to set a PIN for.
Click the three vertical dots in the top-right corner, then click Set PIN.
Enter your 4-digit PIN and confirm it.
Click Set PIN.
How to set a virtual card PIN on the mobile app
Setting a virtual card PIN on the Relay mobile app takes five taps from the Cards tab.
Sign in to the Relay app on your mobile device.
Go to the Cards tab.
Select the virtual card you want to set a PIN for.
Tap Set PIN.
Enter your 4-digit PIN.
Tap Set PIN.
How to change your virtual card PIN
You can change your virtual card PIN at any time using the same steps as setting one. The Set PIN button reads Change PIN once a PIN is in place. Relay prompts you to enter your existing PIN before you enter the new one.
What if you forgot your virtual card PIN?
Call the Relay Customer Experience team to reset your PIN. For account security, Relay will verify your identity before resetting a virtual card PIN.
Common issues
The mobile wallet still prompts for a PIN after you set one. Remove the card from the wallet and re-add it so the wallet reads the updated card profile.
PIN entry is rejected at a terminal. Confirm the terminal supports PIN entry for virtual cards used through a mobile wallet. Some terminals only accept swipe or chip transactions.
The Set PIN option is missing. Confirm you are viewing a virtual card, not a physical card. Physical card PINs are handled on a different screen.
You changed the PIN but the wallet still uses the old one. Wallets cache card credentials. Remove and re-add the card, or restart the wallet app.
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Talk to our Customer Experience team
If this article did not fully answer your question, our Customer Experience team is here to help.