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CardValet Frequently Asked Questions

You have questions, we have answers.


General Questions

Q: What types of phones are supported by CardValet?
A: CardValet works with the most recent mobile operating software as well as two past generations of Android and iPhone devices.

Q: What First Neighbor Bank cards are available within CardValet?
A: All First Neighbor Bank debit and credit cards work within CardValet , including personal, business, and health savings cards.

Q: How much does CardValet cost?
A: CardValet is a free service; however, message and data rates may apply.

Q: Can I unsubscribe from CardValet?
A: Yes. There are two ways that you can unsubscribe from CardValet.

  • 1. You can unsubscribe through the CardValet application. To unsubscribe, deselect all cards and accounts and tap ok.
  • 2. Contact us at 877-865-3361

Q: How long does the app stay logged in if I do not log out?
A: The app automatically logs you off after 10 minutes of inactivity.

Q: How will names appear on the card within the app?
A: Names are displayed as last name then first name (example: Doe John)

Q: I forgot my password and my account is now locked. What should I do?
A: After three incorrect username or password attempts, your account will be locked for security reasons. To unlock your account, contact First Neighbor Bank at 877-865-3361.

 

Registration

Q:What steps do I need to complete to register in CardValet?
A: These are the steps you need to follow to register.

  • Visit your phone’s app store and download the CardValet app. Once installed, open the app.
  • Decide whether or not you want to receive push notifications from CardValet. Click Yes or No. You can configure these notifications later in “Settings”.
  • Click “New User.”
  • Enter your card number. Click “Next.”
  • Enter your card’s security code, expiration date, and billing address that matches the card. Click “Next.”
  • Enter the last four digits of your social security number. Click “Next.”
  • Read and accept the terms and conditions.
  • Read and accept the privacy policy.
  • Click”Create Account.”
    • Enter a Username.
    • Enter a password (must be 8-12 characters, one upper case, one lower case, one number, and one special character).
    • Enter your email address.
    • Enter your full name. Click “Next.”

 

You can now login to CardValet.

 

Q: If I have two cards from different financial institutions that support CardValet, can I register both cards with CardValet?
A: You must create a unique login account for each financial institution. Each login account is applicable for a single financial institution. In the login page, the logo of the last logged-in financial institution shows.

Q: 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 Menu>Manage Portfolio>Add Card screen.

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

Q: When loading more than one card on a device, what type of information do I need in order to register each card?
A: You’ll need to enter the same level of detail entered for the original card. This information generally includes the card number, address, expiration date and CVV/CVC code. Additionally, secondary authentication may include the last 4 digits of the social security number or a security token sent via email. Multiple individuals can register the same card as long as they know the card details.

Q: 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.

Q: If a parent registers a card for a child, what stops that child from changing the controls placed on the card?
A: Each person who registers a card will have access to controls and alerts for the card. In many cases, the child will not know about CardValet unless the parents share the information. You can download the card on multiple devices but are requested to indicate which device is primary.

Q: What is the purpose of assigning a primary device?
A: The primary device is used to track the GPS for “My Location” alerts and controls. The primary device also receives all merchant and threshold alerts. Controls (including the On/Off setting) are set at the card level, so the last update 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: Can you make changes to the settings from the non-primary devices?
A: Yes, all devices that have registered a particular card can view or change the CardValet settings for that card.  As part of the cardholder registration process, CardValet prompted me to enter the amount of a Pin-based transaction performed in the past 72 hours.

What if I don’t use Pin-base transactions or what if I just use my card as signature only?
A: In the event that a cardholder does not have an email or SSN on the cardholder is requested to perform a Pin=based transaction. The amount entered is compared to the historical transaction data. The Pin-based transaction may be performed at an ATM or to make a purchase.

Q: When I receive a reissued or replacement card, will I need to update my cards within the application?
A: If the card number is new, then you must add the new card number to your profile. In addition, you may UN-manage the old card by accessing “Manage Portfolio.”

Q: Can I re-enroll in CardValet if I previously unsubscribed?
A: Yes. To re-activate after you have unsubscribed, you must register as a new user, which requires you to select a new user name and re-register.

 

 

Controls and Alerts

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 $50.00 has been set, but I cannot fill gas in some stations. Why?
A. Some merchant types 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: A threshold limit of $50 has been set, but I can fill gas in some stations for more than $50. Why?
A. CardValet controls are only invoked during authorization of a transaction. If the gas station is pre-authorizing with a minimal validation amount, such as $1.00, the actual transaction amount may exceed the limit.

Q: 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 the account.

Q: Will the balance be updated to include teller transactions?
A. The balance will be updated to reflect the teller transactions when the account processor supplies the updated balance. The balance is then updated the next time the user logs into CardValet.

Q: When does the 30 days of transaction history begin?
A. The 30 days of transactions begin when you register in CardValet. The app does not “look back” at transactions that occurred prior to you registering in CardValet.

 

Download the app today!
Touch image to download app from App StoreClick on this image to download app from Google Play

 

App store is a service mark of Apple Inc. Google Play is a trademark of Google Inc. CardValet is a registered trademark of Fiserv, Inc. or its affiliates. Data charges may apply. Check with your mobile phone carrier for details. Apple and the Apple logo are trademarks of Apple Inc, registered in the U.S. and other countries.

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