MyCard Frequently Asked Questions

What are the requirements for photos that I upload to use as my card background or as an ID photo?

General – Use a high quality photo from your digital camera – the better your photo the better your card will look. Low resolution photos, photos that are too small in dimensions, scanned photos, photos that are resized/stretched, and/or very dark or very light photos will not produce a quality card image.

Uploaded photo images must meet these criteria:
File Format: JPG, GIF, PNG, TIFF, or BMP
Resolution: Your image must be at least 840 x 840 pixels
File Size: cannot exceed 10 megabytes (MB)

What if I need help creating my photo card design?

Feel free to contact us:   E-mail us at ec@ktfcu.org or call us at 865-582-2702

How will I know if my Photo Card image is approved or denied?

You will receive an email notification the first business day after you place your order.  We will let you know then if the image was approved or denied.

When will I get my new Photo Card?

Your new card will be mailed to you and will arrive within 2-3 weeks. You can continue using your current card until your Photo Card arrives; destroy your old card once you receive and activate your new Photo Card.

What if the image on the Photo Card I received is not the image I requested or does not look as I expected it to?

We want you to be happy with you Photo Card. Please contact us at 865-582-2702 to discuss how we can remedy your concerns.

What if I did not receive my new Photo Card?

Please contact us at 865-582-2702 to confirm the status of your card order.

How much will it cost me to get a Photo Card?

First photo card – $7.00
Replacement photo card due to theft (using your current design only) – No charge
Replacement or lost photo card at your request using your current design or with a new design – $7.00
Normal card re-issue at expiration using your current design – $7.00
Normal card re-issue at expiration with a new design – $7.00

Will creating a Photo Card change my Card Number, Expiration Date, PIN and CSV?

Yes. Your Photo Card will come with a different card number. If you have any merchants set up for recurring payments through your card, you will need to notify the merchant of the change in your card number when you activate your Photo Card.
Yes. Your Photo Card will come with a different expiration date. If you have any merchants set up for recurring payments through your card, you will need  to notify the merchant of the change in your expiration date when you activate your Photo Card.

Yes. Your Photo Card will come with a PIN. The PIN mailer will contain instructions on how to change the PIN if you would like to have a different PIN assigned.

Yes. Your Photo Card will come with a new CSV code on the back of the card.

Can my joint account owner or additional account users have a different image on their Photo Card?

Yes. We assign separate card numbers for each user that enables us to offer a different image on each card.

Can I change my Photo Card image?

Yes. You can change your image as often as you like. A $7.00 fee will be charged for each new Photo Card design you order. Simply use the MyCard Designer to create and submit a new card design, and then just follow the instructions presented to you after you exit the Card Designer.

What happens when my Photo Card expires and is re-issued?

If you do nothing, then your re-issued card will have your current image. If you would like to change the image on your re-issued card, then simply use the MyCard Designer to create and submit a new card design – prior to the 15th day of the month before your card expiration month.  The cost ($7.00) is the same to use an existing or new image.

What if my Photo Card is LOST or STOLEN?

If your card is lost or stolen, please call 865-582-2702 during regular business hours, after hours please call 1-800-472-3272