This advanced guide explains why your Gnosis Pay card PIN might be declined at some payment terminals (like on trains or at fuel pumps) but work fine at others. It details the difference between an "online PIN" stored on our servers and an "offline PIN" stored on your card's EMV chip, explains how they can get out of sync, and provides a step-by-step guide to re-synchronize them using an ATM.
When your PIN works on some payment terminals but not others, the issue often lies in the difference between the online PIN and your card’s offline PIN. Here’s what to know and how to fix it.
🔍 Understanding Online PIN vs. Offline PIN
For security, your payment card uses two types of PINs:
- Online PIN: This is the PIN held on the central payment servers. When you use an ATM or a terminal with a stable internet connection, the PIN you enter is sent over the network for real-time verification. This is the most common type of transaction.
- Offline PIN: This PIN is securely stored on the EMV chip of your physical card. For terminals with an intermittent or slow connection (like on a train or at some pay-at-the-pump stations), the terminal checks the PIN you enter directly against the chip without contacting the central servers.
How do they get out of sync? The two PINs can get out of sync if you change your PIN through a method that only updates the central servers. The chip on your physical card has no way of knowing about this change until it communicates with the network through a specific type of ATM transaction.
| PIN Type | Where It's Stored | When It's Used |
|---|---|---|
| Online PIN | Central payment servers | ATMs or terminals with a reliable internet connection |
| Offline PIN | EMV chip on your physical card | Offline or unstable terminals (e.g. on a train, fuel pumps) |
If you changed your PIN via the web or app, only the online PIN is updated. The offline PIN — stored on the card chip — remains unchanged until synced by an ATM, leading to potential mismatches.
✅ How to Sync Your PIN via ATM
To ensure both PINs match and restore full card functionality:
Use a Major Bank ATM
This increases the chance of full chip and server communication.Insert Card & Enter Your Correct PIN
Begin as usual at the ATM.Select “PIN Services” or “Change PIN”
You don’t need to change it—re-enter your current PIN when prompted as the “new” PIN.Perform a Confirming Transaction
Do a quick action (like a balance enquiry) to verify the central server successfully updated your card firmware.
Once completed, your offline PIN syncs with the online version, resolving mismatches.
❓Why Does This Matter?
Some offline terminals rely purely on the EMV chip PIN, which needs to match the current setup.
If your PINs are mismatched, you might face rejections at terminals without live server access.
This sync process ensures consistent authentication across all types of payment hardware.
🛡️ Bottom Line
Your card’s security is maintained by keeping these PIN checks distinct — until both are aligned via an ATM. If payment hardware fails to recognise your card PIN, following the sync method above solves it practically.
📩 Need More Help?
If syncing your PIN doesn’t work, or you’re unsure about the process, don’t hesitate to reach out via the in-app chat widget or email help@gnosispay.com.