CardValet Questions

CardValet™ Questions

Downloading and Registering 

What is CardValet?

Do I need a smartphone or tablet to use CardValet?

Where can I find the CardValet app to download?

Why does CardValet take so long to load when I open my app?

Why does my full address not fit during registration?

What should I do if I forgot my user name? 

How many times can I input my password incorrectly before I am locked out?

Who should I contact if I have an issue with my card settings?

Is support available?

Can multiple 1st Security Bank debit cards be linked to one registered CardValet account?

How many cards can you register within a single CardValet application?

I have a custom debit card, but the card image within CardValet is green, why?

If I lose my debit card and shut it off within the app, will I automatically be issued a new card?

How long do I have to wait to use my card after turning it back on?

Balance and Activity

How far back can I view my transaction history in the app?

Can I check my account balances using CardValet?

General Settings

How long does it take for Control or Alert Settings to take effect?

If my child and I have a joint checking account and I registered my child’s debit card, can I set up restrictions for their card?

Will adding controls or turning off my card effect recurring transactions?

Location Controls

Can I restrict transactions by location?

If I set a location restriction will it stop online purchases?

What exactly is the range of the “My Location” controls and will this control setting affect internet transactions?

What happens if I leave my phone at home or I don’t have it on me after setting up location?

Can I enable international travel?

Merchant Controls

Can I restrict which stores my card can be used at? 

Threshold Controls

Am I required to input a dollar amount when setting a threshold amount?

Can I increase my ATM and Point-of-Sale (POS) purchase limits using the app?

I set my child’s limit to $40 but they were able to spend $100 in a day, why?

Will CardValet send me alerts when card transactions happen?

How do I receive notifications?

Can notifications be turned off for a specific time period?

If I have notifications turned off within CardValet or my phone settings stop them from appearing, is there another way I can view them?

How do I handle declined transaction notifications?

Why am I not receiving any notifications when I make a transaction or when a transaction is?

Downloading and Registering 

What is CardValet?

 It’s a mobile card management app and fraud mitigation tool for our cardholders. CardValet gives you the freedom to manage and customize your card usage and settings from the convenience of a  smartphone.

Do I need a smartphone or tablet to use CardValet?

 Yes. CardValet will operate on both Android and Apple devices. It is compatible with their most recent software releases, as well as the past two generations.

Where can I find the CardValet app to download?

The app can be found in both the Google Play store and Apple app store as “CardValet”.

Why does CardValet take so long to load when I open my app?

 When loading, CardValet creates a secure connection to protect your information. Creating this secure connection can take longer than expected if your signal or connection is weak.

Why does my full address not fit during registration?

 CardValet will only allow up to 20 characters in the address field. 

What should I do if I forget my user name? 

If you have forgotten your user name, please contact your local branch for assistance. At this time, there is not an option to retrieve your user name within CardValet. 

How many times can I input my password incorrectly before I am locked out?

 After each failed login attempt, you will receive a “Login Failed. Please enter username and password” message. After the third failed login, the system will lock you out for 30 minutes. If you wish to be unlocked prior to the 30 minute timeframe, please contact your local branch for assistance.

Who should I contact if I have an issue with my card settings?

 If you are experiencing issues with card settings or transactions are being denied, please contact your local branch for assistance.

Is support available?

 Yes, you can contact 1st Security Bank at (800) 683‐0973, Monday – Thursday 9:00 AM – 5:00 PM and Friday 9:00 AM ‐ 6:00 PM.

Can multiple 1st Security Bank debit cards be linked to one registered CardValet account?

 Yes. Cardholders can register multiple cards within a single CardValet app. Additional cards may be added within the “Settings- Add Card” screen.

How many cards can you register within a single CardValet application?

 There is no limit.

I have a custom debit card, but the card image within CardValet is green, why?

 The debit card image within CardValet will be green, as CardValet only allows us to display one standard design for all debit cardholders. 

If I lose my debit card and shut it off within the app, will I automatically be issued a new card?

No. If you cannot find your debit card, or suspect it has been stolen, please contact your local branch to report it so that they may also assist you with a new card order.

How long do I have to wait to use my card after turning it back on?

Off and On settings should take affect almost immediately as long as service is available for your mobile device. 

Balance and Activity

How far back can I view my transaction history in the app?

 CardValet will display the last 50 of your registered card’s transactions that were posted within the last 30 days.

Can I check my account balances using CardValet?

Yes. You can view the balances on each account that is linked to your registered 1st Security Bank debit card(s).

General Settings

How long does it take for Control or Alert Settings to take effect?

 Control and Alert Settings take effect as soon as the “Updating information” message in the app 

If my child and I have a joint checking account and I registered my child’s debit card, can I set up restrictions for their card?

 Yes. If you have registered your child’s card within CardValet, you will be able to set restrictions and alerts for their cards. 

Will adding controls or turning off my card effect recurring transactions?

 No, recurring transactions will not be affected and will continue to process normally.

Location Controls

Can I restrict transactions by location?

 Yes, transactions can be restricted by region (zip code) or by proximity of your primary device. 

If I set a location restriction will it stop online purchases?

 No, the location restriction only applies to in-store purchases. 

What exactly is the range of the “My Location” controls and will this control setting affect internet transactions?

 The “My Location” control will check to ensure the merchants location is within a five miles radius of your “primary” device. These controls affect in-person transactions only and will not affect internet transactions. Transactions attempted outside of this 5 mile radius may be declined. 

What happens if I leave my phone at home or I don’t have it on me after setting up my location?

 If you travel outside of the five mile radius set by the “My Location” setting your card transactions may be declined. If this is the case, please contact your local branch for assistance.

Can I enable international travel?

Yes, however you will still need to contact your local branch to inform them of your travel plans. If international travel is enabled within the app and your local branch is not notified, transactions will still be denied. 

Merchant Controls

Can I restrict which stores my card can be used at? 

 Restrictions can be set up for certain merchant types. Please be aware that the merchant codes presented may differ from the ones you might associate with a particular merchant. An example of this would be Costco identifying their merchant type as a “Department Store” yet you have restricted “Grocery Store”. In this example, the transaction would be approved because the merchant types weren’t identical.

Threshold Controls

Am I required to input a dollar amount when setting a threshold amount?

 Yes. A dollar amount is required, as any transaction above the amount entered will be declined. 

Can I increase my ATM and Point-of-Sale (POS) purchase limits using the app?

 The Bank’s standard ATM and POS purchase still apply. To request an ATM or POS limit increase, please contact your local branch for assistance.

I set my child’s limit to $40 but they were able to spend $100 in a day, why?

 Threshold limits will only affect individual transactions and not the daily limit. If a threshold is set to $40, the debit card user will only be able to spend $40 per transaction, but will not be stopped from spending more through multiple transactions up to the maximum allowed per day.

Will CardValet send me alerts when card transactions happen?

 Yes. CardValet can either send you alerts for whenever a card transaction occurs, or you can set up certain parameters on when alerts will be sent. These parameters can be set by location, merchant type and amount of transaction. 

How do I receive notifications?

Push notifications are sent to the phone number CardValet has on record. You will not receive notifications if you have turned the function “off” within CardValet, or if the push notification setting in your phone is disabled.

Can notifications be turned off for a specific time period?

 Yes. A “Do Not Disturb” time can be set that will stop most notifications being sent during that time. Transaction denial and in-person transaction notifications will still be sent. Notifications can also be accessed under the “Messages” tab within the CardValet app. 

If I have notifications turned off within CardValet or my phone settings stop them from appearing, is there another way I can view them?

Yes. Copies of all notifications are located within the “Message” tab located within the CardValet.

How do I handle declined transaction notifications?

 Logon to the CardValet app and verify your settings; is your card active, is the ATM withdrawal or purchase within your threshold amount, merchant category or location? When a transaction is declined, there is no way to approve it using the app. To have the transaction go through, you must change whatever control stopped the transaction in the first place, and then process the transaction again. If you are unsure why your card was declined, please contact your local branch for assistance.

Why am I not receiving any notifications when I make a transaction?

 Notifications may be disabled from within CardValet or from your mobile device. To turn on notifications from CardValet; login, click the menu button, click on “more”, and set “Notification” to on. To turn on notifications within your mobile device setting, please refer to your user manual.