Card Valet Frequently Asked Questions

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CardValet Frequently Asked Questions

 

GENERAL

Q. 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.

 

Q. Does CardValet work for VISA® credit and debit cards?
A. Yes, CardValet is available for both U$X FCU VISA Credit and Debit Cards.

 

Q. Can I unsubscribe from CardValet?
A. Yes.

 

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

 

REGISTRATION

Q. 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 letter, one (1) lower case letter, one (1) number and one (1) special character.

 

Q. What happens if I forget my password?
A. A token request will be sent to you via the email address provided when creating your CardValet account. If you do not receive this email within 5-10 minutes, check your spam and junk folders.

 

Q. Can multiple cards be linked to one registered CardValet account?
A. Yes. Cardholders can register multiple U$X FCU issued cards within a single CardValet app. Additional cards can be added within the “Settings – Add Card” screen. There is no limit to the number of cards that can be added. However, if you have other debit and credit card(s) issued by other financial institutions, they may be incompatible with CardValet unless they are CardValet clients.

 

Q. What is the purpose of assigning a primary device? Can I make changes to the settings from the non-primary devices?
A. You can download the card on multiple devices; however, you must indicate which device is “primary.” The primary device is used to track the GPS for “My Location” alerts and controls. 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.”

 

Q. When I receive a reissued or replacement card, will I have to update the new card 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

Q. What exactly is the range of “My Location” control, 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.

 

Q. 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.

 

Q. 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. If the merchant is close to home then the transactions will still go through.

 

Q. A region has been set on the map. Does this mean the cards can only be used exactly in this region?
A. The region shows the approximate area where the cards 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.

 

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

 

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

 

Q. 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.

 

Q. How do I turn off notifications at certain times such as when I’m sleeping?
A. The user can set a specific “Do Not Disturb” time that will then suppress notifications during the set times. Some notifications will still be delivered; for example, any transaction denial or any transaction that is a card-present authorization. The user can also disable ALL alerts by going through the card alerts drop down box.

 

Q. 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.

 

Q. If I have set an alert for international transactions and no controls are set, will I 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.

 

Q. If I set multiple alerts and a transaction violates these alerts, will I 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 rather than multiple alerts.

 

TRANSACTIONS

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

 

Q. A threshold limit of $50 has been set but the user can’t fill gas at 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.

 

Q. What type of transactions display in CardValet?
A. CardValet only shows the transactions that are performed with a registered Credit or Debit Card. For example, it does not show teller transactions or bill pay activity on an account.

 

 

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