Card Customization FAQs
Who can personalize their card?
All members with a Firefighters First debit card can personalize their card.
What do I need to personalize my Firefighters First card?
To get started, you will need a Firefighters First debit card and a high quality image if you want to use your own image. You must own the image or have permission from the owner to use the image on your card.
I don't have an Firefighters First credit card. After I apply for a card, can I personalize it?
Yes. You will need to open a checking account to receive a debit card. You can do this online, by calling 800-231-1626 to speak with a Member Advisor, or through video call. You will need to wait a month from the time you receive your card information before customizing your image.
How do I personalize my Firefighters First credit card?
To get started, click here. Select which card that you would like to personalize, then follow the online prompts. If you plan to use your own image for your card, be sure to use a high quality image.
How do I know I have a high quality image?
Photos should be a minimum of 640 pixels wide by 480 pixels tall, and be no more than 10MB in size. The better your image, the better your final card will look.
What image formats are acceptable?
Photos can be either JPEG (jpg), PNG, GIF, Bitmap (bmp) or TIFF formats.
Why was my image rejected?
Firefighters First has the sole discretion to accept or reject any image. Images that include any of the following will be rejected:
- Third-party trademarks, logos, copyrighted materials, advertising and branding.
- Name, image and likeness of celebrities, musicians, athletes, entertainers, or other public figures.
- Telephone numbers, URLs, account numbers, addresses, or email addresses.
- Cartoon characters or artwork that you have not created and/or do not have permission from the copyright owner to use.
- Violent, offensive, anti-social, or death imagery – including any other material that could be perceived as violent.
- Provocative, lewd, or sexual content – including nude, semi-nude, or partially clothed pictures of people of any age.
- Symbols representing money or other content that might result in confusion at the point of sale. This includes imagery that might result in card fraud or interfere with the security features of the card.
- Socially unacceptable or discriminatory behavior or signs. For example, gangs, hatred, drug or alcohol abuse, graffiti, profanity, or other obscene behavior or gestures.
I currently have a customized card with the Credit Union, do I have to set up a new custom card?
You do not need to replace your current card. When you do, your new card will have the contactless Tap To Pay feature that makes checkout easier.
Can I change my photo?
Yes. You can change your photo once a month for free!
Can I use the same photo on all of my credit cards?
You can use the same photo on all of your cards. However, to help differentiate your cards, we suggest using different photos for your cards.
Can a joint owner or authorized user have a different photo on their card?
Yes. Each card on the account can be customized.
Is there a fee to personalize my Firefighters First debit card with my own photo?
Members may personalize their cards once a month at no cost.
When will I get my new card?
You can expect to receive your new card within 7-10 business days after your card design has been approved.
I have automatic payments setup with my card. Will I need to setup my information again?
Your custom card will have the same account number with a new expiration date. The expiration date will need to be updated for recurring payments and online vendors that retain your account information for payment. Be sure to update your digital wallet.
My photo doesn't seem to fit within the design window?
In the event your photo is too small or can't be positioned correctly in the design window, you may need to choose a new photo or use a photo editing program outside of the card design program. After the adjustments have been made, re-upload it and try again.
What happens if I lose my card that was previously personalized with my photo? Can I use the same photo?
In the event you need a replacement card, you can use your original image or select a new image.
I submitted my card design, but I haven't received any emails. What should I do?
Be sure to check your SPAM/JUNK email folder to see if you find a message there. If you still didn't receive any emails, please contact us at 800-231-1626 or use video call.
Can I use a photo that I took with my mobile device?
Yes, as long as the photo meets the design program's resolution guidelines, you can use the photo.
My photo doesn't meet the dimensions of 640 pixels by 480 pixels. Is there a way to adjust the photo?
In the event your photo doesn't meet the program guidelines, a third-party photo/design software may be able to help. You may have such software preloaded on your computer. For example, Macs have the Photo program and PCs with Microsoft Windows have Photo Editor.
I can't load the Customize My Card tool due to a cookies error. What should I do?
Depending on your browser and internet privacy setup, sometimes you may receive an error message due to cookies when trying to use the Customize My Card tool on our website. You will need to enable cookies in your browser settings or preferences, and reload the page for it to work properly.
In Google Chrome, open the Chrome menu on the upper right corner of your browser. Select “Settings” and go to” Privacy and security.” In the “Cookies and other site data” section, select “Allow all cookies.” You can reset your privacy settings after completing your custom card session.
Are business owners able to customize their Business debit cards?
Yes, customers holding a Business debit card can upload a company logo, a photo depicting your business “storefront,” or another image that captures an aspect of your business.