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Frequently Asked Questions

CardValet ®

  1. Is CardValet safe to use?

    That is a great question! The CardValet app is safe to use. You will need to input your debit card number to connect to the CardValet system, but after initial setup the card number and linked accounts will always be masked. The app does not store any of your personal information, and you are required to use a password to login that way if someone has your phone, they won’t be able to access CardValet without your password.

  2. What types of phones does CardValet® support?

    CardValet works with the most recent mobile operating software as well as two past generations of Android™ and iPhone® devices.

  3. Will the First Security Logo appear within the CardValet App?

    The app is branded as CardValet within the Apple® and Google Play® stores, but after each cardholder downloads the app and registers one or more cards, the First Security branding and card image appear within the app.

  4. Can a user unsubscribe from CardValet?

    Yes. A user can unsubscribe multiple ways from CardValet. The user can unsubscribe through the CardValet application via Manage Portfolio.

    To unsubscribe, uncheck all cards and accounts and tap OK. A user can also contact us to be unsubscribed by the debit card department. When a user unsubscribes, all previously set alerts and controls are no longer in effect.

  5. How long does the app keep you logged in?

    The app will automatically log you out after 10 minutes of inactivity.

  6. How will names appear on the card within the app?

    Names will display as last name then first name. EXAMPLE: DOE JOHN

  7. Does CardValet reflect the card status?

    Yes. The card details section displays the card status-Active, Inactive, or Restricted.

  8. When a card is lost, does the new card need to be registered manually through the app, and how would the user remove the old card?

    Yes. The new card number must be registered. The replacement card is added to the enrolled user’s profile via Menu>Manage Portfolio>Add Card. The old card cannot be removed but rather the user can un-manage the card via Manage Portfolio.

  9. I am receiving the message Logon Failed. Please enter a valid username or password. I believe I am entering everything correctly, why am I getting this message?

    Each time the user enters an incorrect username or password the message displays. On the third attempt, the account is disabled: for security reasons the message continues to display even if the user enters the correct username and password. To be reset, a user will need to contact us and the debit card department will be able to reset that information for the user.

  10. What are the CardValet password requirements?

    CardValet passwords must be at least 8 characters in length and must contain at least 1 upper case character, 1 lower case character, 1 number, and 1 special character.

  11. Can multiple cards be linked to one registered CardValet account?

    Yes. Cardholders can register multiple cards within a single CardValet login. As long as the cards are from First Security, there is no limit to how many cards you can add. Additional cards can be added within the Menu>Manage Portfolio>Add Card screen.

  12. If the user has two cards from different financial institutions that support CardValet can they register both cards with CardValet?

    The user must create a unique login account for each financial institution. Each login account is applicable for a single financial institution. On the login page, the logo of the last logged in financial institution shows.

  13. Can a card be added to more than one device?

    Yes. You can load the same card on multiple devices. You will have to set a primary device. 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 at the card level, so the last update to a control will be honored regardless of which device was used to make the change. Primary device can be changed by accessing Settings>Primary Device.

  14. Can a user re-enroll in CardValet if they are previously unsubscribed?

    Yes. To activate an unsubscribed user, the user registers as a new user. The user is required to select a new username; if the user enters their previous username, an error displays. Upon successful registration, the user may once again use CardValet.

  15. What exactly is the range of the My Location controls, and will this control setting impact internet transactions?

    The My Location controls and alerts will check to ensure the merchant location is within a 5-mile radius of the device set as primary within CardValet. These controls affect card present transactions only, therefore internet transactions are not impacted.

  16. If My Location is set but the primary device is off, will transactions get denied outside of the My Location area?

    CardValet ignores location information that is more than 8 hours old. If the phone is off for more than 8 hours, My Location controls will not take effect, and the transaction will not be denied based on the old location information.

  17. What happens if My Location is set but the phone is left at home? Will transactions be denied outside the My Location area?

    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.

  18. A region has been set on the map. Does this mean the card can only be used exactly in this region?

    The region shows the approximate area where the card can be used; the area must be greater than 5 square miles. 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.

  19. Will location controls, merchant controls, threshold controls, and turning the card off impact previously authorized recurring transactions?

    Previously authorized recurrent payments will continue to process and will bypass the CardValet checks.

  20. If a user sets multiple alerts and a transaction violates these alerts, will the user receive a separate message for each alert?

    No. The alerts will consolidate into one message. Example: if the message has violated Threshold and Location settings then you will see only one alert and not multiple alerts.

  21. How long does it take for a control or alert setting to take effect?

    Control settings take effect as soon as the ‘Updating information’ message in the app stops.

  22. How does a user turn off notifications at certain times, such as when the user is sleeping?

    The user can set the ‘Do Not Disturb’ time that will suppress notification during the set time. Some notifications will still be delivered, for example, any transaction denial or any transaction that is a card-present authorization.

  23. Are alerts sent as email or push notifications to the device?

    CardValet alerts are sent as push notifications to the phone. The alerts also display under ‘Messages’ in the CardValet app.

  24. 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?

    Yes. An alert will generate regardless of whether or not a control preference is set.

  25. Why did the user receive an alert for a denied transaction if it was not set?

    Alerts are always sent for denied transactions, a deposit or refund, when a shared user changes a control setting, or if the card status changes.

  26. Does the app show recent transaction history?

    Yes. The app shows the last 50 card-based transactions posted within last 30 days.