CardValet Self-Service FAQs General Questions What types of phones are supported by CardValet? What Citizens Bank cards are available within CardValet? How much does CardValet cost? Can I unsubscribe from CardValet? How long does the app stay logged in if I do not log out? How will names appear on the card within the app? I forgot my password and my account is now locked. What should I do? Does CardValet reflect the card status? REGISTRATION Questions What steps do I need to complete to register in CardValet? If I have two cards from different financial institutions that support CardValet, can I register both cards with CardValet? Can multiple cards be linked to one registered CardValet account? How many cards can I register within a single CardValet application? When loading more than one card on a device, what type of information do I need in order to register each card? 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? If a parent registers a card for a child, what stops that child from changing the controls placed on the card? Can I make changes to the settings from the non-primary devices? 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-based transactions? What if I just use my card as signature only? When I receive a reissued or replacement card, will I need to update my cards within the application? Can I re-enroll in CardValet if I previously unsubscribed?
CONTROLS AND ALERTS Questions What exactly is the range of the My Location controls, and will this control setting impact internet transactions? If My Location controls are set but the primary device is off, will transactions get denied outside of the My Location area? Do the controls I set within CardValet override any existing Citizens Bank controls on my debit card? Can I turn on My Location for a dependent s card? How will it work? A region has been set on the map. Does this mean the card can only be used exactly in this region? Will location controls, merchant controls, threshold controls, and turning the card off impact previously authorized recurring transactions? How long does it take for a control or alert setting to take effect? How do I turn on alert/control for an ATM transaction? How do I turn off notifications at certain times, such as when I m sleeping? Are the alerts sent as email or push notifications to the device? If I set up multiple alerts and a transaction violates these alerts, will I receive a separate message for each alert? When is the low balance alert generated? Why did I receive an alert for a denied transaction if it was not set? Does the app show recent transaction history? A threshold limit of $50 has been set, but I cannot fill gas in some stations. Why? A threshold limit of $50 has been set, but I can fill gas in some stations for more than $50. Why? What type of transactions display in CardValet? Will the balance be updated to include teller transactions? When does the 30 days of transaction history begin?
GENERAL Questions What types of phones are supported by CardValet? CardValet works with the most recent mobile operating software as well as two past generations of Android and iphone devices. What Citizens Bank cards are available within CardValet? All Citizens Bank debit cards work within CardValet, including personal debit cards and business debit cards. How much does CardValet cost? CardValet is a free service, however, message and data rates may apply. Can I unsubscribe from CardValet? Yes, you can unsubscribe through the CardValet application via Manage Portfolio. To unsubscribe, uncheck all cards and accounts and tap OK. How long does the app stay logged in if I do not log out? The app automatically logs you off after 10 minutes of inactivity. How will names appear on the card within the app? Names are displayed as last name then first name (example: SMITH JOHN) I forgot my password and my account is now locked. What should I do? After three incorrect username or password attempts, your account will be locked for security reasons. To unlock your account, contact Citizens Bank Electronic Banking Department at 800.797.5790. Does CardValet reflect the card status? Yes, the Card Details screen displays the Card Status REGISTRATION Questions What steps do I need to complete to register in CardValet? 1. Visit your phone s app store and download the CardValet app. Once installed, open the app. 2. Decide whether or not you want to receive push notifications from CardValet. Click Yes or No. You can configure these notifications later in Settings. 3. Click New User. 4. Enter your debit card number. Click Next. 5. Enter your card s security code, expiration date, and the billing address that matches the card. Click Next. 6. Enter the last four digits of your social security number. Click Next. 7. Read and accept the terms and conditions. 8. Read and accept the privacy policy.
9. Click Create Account. Enter a Username. Enter a Password (must be 8-12 characters, one upper case, one lower case, one number, one special character). Enter your email address. Enter your full name. Click Next. You can now login to CardValet. If I have two cards from different financial institutions that support CardValet, can I register both cards with CardValet? 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. Can multiple cards be linked to one registered CardValet account? Yes. Cardholders can register multiple cards within a single CardValet app. Additional cards can be added within the Menu>Manage Portfolio>Add Card screen. How many cards can I register within a single CardValet application? There is no limit. When loading more than one card on a device, what type of information do I need in order to register each card? 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. 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? 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 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. If a parent registers a card for a child, what stops that child from changing the controls placed on the card? 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 parent share the information.
Can I make changes to the settings from the non-primary devices? 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 PINbased transactions? What if I just use my card as signature only? In the event that a cardholder does not have an email or SSN on the cardholder record, 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. When I receive a reissued or replacement card, will I need to update my cards within the application? 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. Can I re-enroll in CardValet if I previously unsubscribed? 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 Questions 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 impact instore transactions only, so internet transactions are not impacted. If My Location controls are 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. So, if the phone is off for more than 8 hours, My Location controls will not take effect, and the transaction will not be denied on the basis of the old location information. Do the controls I set within CardValet override any existing Citizens Bank controls on my debit card? No. Citizens Bank has existing controls on your debit card, such as daily and point of sale maximum transaction limits, as well as geographic controls. The bank s controls override any controls set within CardValet. When traveling, remember to inform the bank of your travel plans to ensure that your debit card will work in that geographic location. Can I turn on My Location for a dependent s card? How will it work? My location is only effective for the enrolled user. To limit the dependent s card, the user can use the Region Location feature. The user can set up to 3 regions using the map to designate the area. The regions are effective for all users with the same card number.
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. Will location controls, merchant controls, threshold controls, and turning the card off impact previously authorized recurring transactions? No. Previously authorized recurrent payments will bypass the CardValet edit checks and will continue to process as usual. 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. How do I turn on alert/control for an ATM transaction? ATM transactions are categorized within the Others merchant type. How do I turn off notifications at certain times, such as when I m sleeping? You can set the Do Not Disturb time that will suppress notifications during the set time. Some notifications will still be delivered, for example, any transaction denial or any transaction that is an in-store authorization. Are the 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. If I set up multiple alerts and a transaction violates these alerts, will I receive a separate message for each alert? No. The alerts are consolidated into one message. Example: if the message has violated Threshold and Location settings, then you will see only one alert and not multiple alerts. When is the low balance alert generated? CardValet updates the balance under two conditions: 1) When you log into CardValet, and 2) When you tap Refresh. Even if the balance has fallen below the threshold that has been set, it is only updated when you log into the app or tap Refresh, which then triggers the alert. Why did I receive an alert for a denied transaction if it was not set? Alerts are always sent for denied transactions, a deposit or refund, if a shared user changes a control setting, or if the card status changes. Does the app show recent transaction history? Yes. The app shows last 50 card-based transactions posted within last 30 days.
A threshold limit of $50 has been set, but I cannot fill gas in some stations. Why? Some merchant types will preauthorize the card for an amount that may be larger than the actual transaction amount. In this instance the preauthorization amount must meet the threshold spend limit. A threshold limit of $50 has been set, but I can fill gas in some stations for more than $50. Why? CardValet controls are only invoked during authorization of a transaction. If the gas station is preauthorizing with a minimal validation amount, such as $1.00, the actual transaction amount may exceed the limit. What type of transactions display in CardValet? 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. Will the balance be updated to include teller transactions? 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. When does the 30 days of transaction history begin? 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.