Frequently Asked Questions

Have a question about Debit by Design? We have compiled a list of frequently asked question for you to review at your convenience.
What is a Debit by Design card?

The Debit by Design card is a Contactless enabled debit card that you design. Utilizing our online design tool, you submit an image, place it on a card design template, make adjustments as necessary, and submit. All images submitted must comply with the Bank of New Hampshire Image Guidelines.

Who qualifies for a Debit by Design card?

All Bank of New Hampshire customers with an existing consumer Debit Card may request a Debit by Design card.

Will my debit card number change?

No, your card number will remain the same.

Will my Personal Identification Number (PIN) change?

No, your PIN will remain the same.

Can I customize my Health Savings card?

No, this service is only available for Personal, Prestige and Business debit cards.

How many times can the image on my card be changed?

The image can be changed as many times as you would like however, the Debit by Design fee applies to each card ordered.

Do I need special software to design my Debit by Design card?

The design tool utilizes Flash Player. Please ensure that you have the most current version of Adobe Flash Player.

How do I design my card?

Card customization is easy; simply follow the steps below.

  1. Click on the design link on our home page.
  2. Select an image from our gallery or upload an image from your computer, external drive, disk, etc.
  3. Click the ‘browse’ button on the design tool to locate the image on your computer.
  4. When you locate your image, select it then click on the ‘Upload’ button on the design tool.
  5. The image will populate into the template.
  6. Customize the look of your card by enlarging, cropping or rotating.
  7. Once you are satisfied with the look of your card, hit the ‘next’ button.
  8. Complete the ’Details’ page with the required information, then click ‘Submit’ where you will see a ‘Thank You’ page with additional information.
  9. What format does the digital photo need to be in?
  10. The photo needs to be a digital photo in .jpeg or .bmp format. The image needs to be at least 840x840 pixels and at least 50KB (kilobytes) in size, not to exceed 10MB (megabytes).
What size does my digital photo need to be?

Please use an image that is at least 840x840 pixels. Our design service provides a tool to re-size your picture to look the way you want it to.

Does Bank of New Hampshire improve the quality of the image I provide?

No modifications to your image will be made. The final version that you submit is what will be produced. Please make sure that you are happy with the placement of your image on the card before submitting.

How do I convert a physical photo into a digital photo?

You will need to convert a physical photo into a digital photo to utilize Debit by Design. If you take a physical photo to a photo processing facility, they should be able to scan the photo for you and put it on a disk. Remember, the image needs to be saved in either .jpeg or .bmp formats.

How does my photo get approved?

Every submitted image is reviewed for compliance with Bank of New Hampshire’s Image Guidelines. Each image also must follow the MasterCard Issuing Guidelines as set by MasterCard International.

What images are not acceptable?

Please review our Image Guidelinesfor an explanation of what is an acceptable photo submission. Bank of New Hampshire reserves the right to reject any image we believe violates our Image Guidelines. If an image is rejected, you will be notified by e-mail within two business days. If your image has been rejected, you may submit a new image.

How will I know if my image is accepted or rejected?

You will receive an e-mail within two business days, telling you if your image was rejected or approved.

What can I do to make sure my Debit by Design card turns out as good as possible?

Choose a clear, sharply focused image, preferably taken at a high resolution. You can also use photo editing software to enhance your photo prior to uploading it; however, it is not mandatory.

What happens when my card expires?

If your Debit by Design card expires, a new card will be sent with the same image as your most recent card. Please Note: If you change your design within 60 days of expiration, it is possible that your will receive two cards: one with the old design, and one with the new design. If this happens, simply destroy the card you no longer wish to use.

How will I receive my personalized card?

Your new card will be mailed to you via the United States Postal Service.

How long will it take to receive my card?

After your image has been submitted and approved by Bank of New Hampshire, you can expect to receive your card within 7-10 business days.

What if my card is lost or stolen?

If your card is lost or stolen, please call us immediately at 1-800-832-0912. When you request that a new card be issued, a new card will be ordered with the same image as your previous card. Please refer to our Schedule of Account Fees for all applicable fees associated with new card requests.

Will my existing card work until my new Debit by Design card arrives?

Yes, your existing card will continue to work until you activate your new Debit by Design card. Please destroy your old card once the new card is activated.

Will any financial or personal information be transferred to the design service?

No, we do not transfer or share any of your financial or personal information with the design service utilized for Debit by Design.

What should I do when I receive my Debit by Design card?

When you receive your new Debit by Design card please call the number on the card to activate it. If you converted an existing debit card to a Debit by Design card, then it is important that you destroy your old card as soon as you receive your Debit by Design card. Please note that until you destroy your old card, you are liable for the use of both cards, in accordance with the relevant terms and conditions of the contract regulating their use.

Need additional information?

If you have any additional questions, please contact our Customer Service Center at 1-800-832-0912.