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The Power of Me

CardValet® Frequently Asked Questions

General
Q1: Does CardValet work on Android phones and iPhones?
A: Yes. CardValet works with the most recent mobile operating software as well as two past generations of Android and iPhone devices.

Q2: How long does the app stay logged in if you don’t log out?
A: The app automatically logs the user off in 10 minutes.

Q3: How will names appear on the card within the app?
A: Names are displayed as last name then first name (e.g. SMITH JOHN.)

Registration

Q1: What are the CardValet password requirements?
A: CardValet passwords must be at least eight (8) characters in length and must contain at least: one (1) upper case character, one (1) lower case character, one (1) number and one (1) special character.

Q2: If the user’s address is longer than 20 characters – what should be entered?
A: The user enters the first 20 characters of the street address.

Q3: Can multiple cards be linked to one registered CardValet account?
A: Yes; cardholders can register multiple cards within a single CardValet app. Additional cards can be added within the “Settings – Add Card” screen.

Q4: How many cards can you register within a single CardValet application?
A: There is no limit.

Q5: You can download the card on multiple devices but are requested to indicate which device is “primary.” What is the purpose of assigning a primary device? Can you make changes to the settings from the non-primary devices?
A: The primary device is used to track the GPS for “My Location” alerts and controls and all merchant and threshold alerts will be sent to the primary device. All devices that have registered a particular card can view or change the CardValet settings for that card. Controls (including the “On/Off” setting) are set at the card level, so the last update to a control will be honored regardless of which phone was used to make the change. Alerts are set at the device level, so each primary device will receive alerts that were set up from that particular device. The primary device can be re-set by accessing “Settings – Primary Device.”

Q6: When cardholders receive a reissued or replacement card, will they have to update their cards within the application?
A: If the card number is new, then the user must “add” the new card number to the user’s profile. In addition, the user may delete the old card by accessing Settings > Manage Accounts.

Controls and Alerts
Q1: What exactly is the range of the “My Location?” controls, and will this control setting impact internet transactions?
A: The My Location controls and alerts will check to ensure the merchant location is within a five (5) mile radius of the device set as “primary” within CardValet. These controls impact “card present” transactions only, therefore internet transactions are not impacted

Q2: If My Location is set but the primary device is off, will transactions get denied outside of the My Location area?
A: CardValet ignores location information that is more than one (1) hour old. So, if the phone is off for more than an hour My Location controls will not take effect, and the transaction will not be denied on the basis of the old location information.

Q3: What happens if My Location is set but the phone is left at home? Will transactions be denied outside the My Location area?
A: CardValet performs a proximity check at the granularity of zip code or city, so if the merchant is close to home then the transactions will still go through.

Q4: Can a user turn on My Location for a dependent’s card? How will it work?
A: My Location is only effective for the enrolled user. To limit the dependent’s card, the user can use the Region feature to set usage preferences for where the card can be used. Set location preference to “Region” in the drop down menu, then “Add” a “New Region” to set the map to the area where the card may be used.

Q5: A region has been set on the map. Does this mean the card can only be used exactly in this region?
A: The region shows the approximate area where the card can be used. CardValet can typically map the transaction down to a zip code or city. If the city or zip code of the merchant overlaps with the selected region in the map, then the transaction can still go through. There are instances where a merchant location cannot be mapped down to a zip code or city, in which case CardValet will default to a state-level match.

Q6: Can cardholders block all international transactions?
A: Yes. International transactions can be blocked using the “International” location control. Transactions will be limited to the United States

Q7: Will location controls, merchant controls, threshold controls, and turning the card “Off” impact previously authorized recurring transactions?
A: Previously authorized recurrent payments will continue to process and will bypass the CardValet edit checks.

Q8: How long does it take for a control or alert setting to take effect?
A: Control settings take effect as soon as the “Updating information” message in the app stops.

Q9: How are controls established for various merchant types?
A: Specific merchant types have been created within CardValet, and these merchant types can be used for controls or alerts via the “Alert Preferences” or “Control Preferences” screen. Each of the merchant types contains various merchant category codes (MCC). Please note that it is possible for a retailer to forward a MCC that may differ from the CardValet merchant type classification. Merchant types currently supported include: Department Store; Entertainment; Gas Station; Grocery; Household; Personal Care; Restaurant; Travel; and Others.

Q10: How does a user turn off notifications at certain times such as when the user is sleeping?
A: The user can set the “Do Not Disturb” time that will suppress notification during the set times. Some notifications will still be delivered, for example any transaction denial or any transaction that is a card-present authorization.

Q11: Are the alerts sent as email or “push” notifications to the device?
A: CardValet alerts are sent as push notifications to the phone. The alerts also display under “Messages” in the CardValet app.

Q12: If the user has set an alert for international transactions and no controls are set, will the user receive alerts for all international transactions regardless of whether the transaction is blocked or successful?
A: Yes, an alert is generated regardless of whether or not a control preference is set.

Q13: If a user sets multiple alerts and a transaction violates these alerts will the user receive a separate message for each alert?
A: No, the alerts are consolidated into one message. For example, if the message has violated “Threshold” and Location settings then you will see only one alert and not multiple alerts.

Transactions
Q1: Does the app show recent transaction history?
A: Yes, the app shows the last 50 card-based transactions posted within the last 30 days.

Q2: A threshold limit of $50 has been set but the user can’t fill gas in some stations. Why?
A: There are some merchant types where a merchant will pre-authorize the card for an amount that may be larger than the actual transaction amount. In this instance the pre-authorization amount must meet the threshold spend limit.

Q3: What type of transactions display in CardValet?
A: CardValet only shows the transactions that are performed with the card. It does not show the transactions that are done on the account without using your card, such as teller transactions or bill pay on an account.

 

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