Frequently Asked Questions
Q. What is CardValet?
A. CardValet is a 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.
Q. Do I need a smartphone or tablet to use CardValet?
A. 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.
Q. Are West Suburban Bank credit and debit cards supported with CardValet?
A. Yes, CardValet supports both West Suburban Bank credit and debit cards.
Q. Does CardValet reflect the card status?
A. Yes, the Card Details screen displays the Card Status.
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 character, one (1) lower case character, one (1) number and (1) special character.
Q. Can multiple cards be linked to one registered CardValet account?
A. Yes, cardholders can register multiple West Suburban Bank credit and debit cards within a single CardValet app. Additional cards can be added within the "Settings - Add Card" screen. Only the standard West Suburban Bank card design will appear.
Q. When loading more than one card on a device, what type of information is needed in order to register each card?
A. The same level of details will be entered as for the original West Suburban Bank credit and debit card. This information generally includes the card number, address, ZIP code, expiration date, and CVC code.
Q. When receiving a reissued or replacement card, will I have to update the card within CardValet?
A. If the card number is new, then you must "add" the new card number to the profile. In addition, you must delete the old card by accessing Setting > Manage Accounts.
Controls and Alerts
Q. What exactly is the range of the "My Locations?" controls, and will this control setting impact internet transactions?
A. The My Locations 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 locations 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, so if the merchant is close to home then the transactions will still go through.
Q. If a parent registers a card for a child, what stops the 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, however, the child will not know about CardValet unless the parent shares the information.
Q. Can I block all international transactions?
A. Yes. International transactions can be blocked using the "International" location control. Approved 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 recurrent payments will continue to process and will bypass the CardValet edit checks.
Q. How does a user turn off notifications at certain times, such as when the user is sleeping?
A. The user can set the "Do Not Disturb" time that will suppress notification during the set times. Some notifications will still be delivered, such as any transaction denial or any transaction that is a card-present authorization.
Q. How long does it take for a control or alert setting to take effect?
A. Settings take effect as soon as the "Updating information" message in the app stops.
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 am traveling, do I still need to inform West Suburban Bank to ensure access to my card?
A. Yes. West Suburban Bank fraud protection rules are still in place for every transaction looking for fraudulent activity. These rules supersede CardValet settings. Please inform us of travel plans through a secured message in Online Banking or call us at (630) 652-2000.
Q. A threshold limit of $50 has been set but the user can't fill gas in 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-authorized amount must meet the threshold spend limit.
Q. A threshold limit of $50 has been set, but the user can fill gas in some stations for more than $50. Why?
A. CardValet controls are only invoked during the authorization of a transaction. In some cases, such as Gas Stations, a card may be tested for validity by doing a $1 per-authorization, and the actual transaction amount is charged to the card after the transaction. Some gas stations will do a pre-authorization for a maximum amount, e.g. $126, and some gas stations will check validating, e.g. $1. In the latter case, the actual transaction amount may exceed the limit, while in the former case, an authorization may be denied.
Q. Does the app show recent transaction history?
A. Yes, the app shows the 50 most recent debit card-based transactions posted within the past 30 days.
Q. Why are Balance Inquiry transactions generated when I log on to the CardValet app?
A. When you log on to the CardValet application, a Balance Inquiry transaction is performed to retrieve the balance. A balance inquiry is performed on every account listed. The application will not initiate more than one balance inquiry within 30 minutes if you press the Refresh button. You should always refer to online banking, mobile banking, or ATMs for latest account balances.
Q. Will the balance be updated to include non-debit card transactions?
A. The balance will be updated to reflect non-debit card transactions. The balance is updated the next time you log into CardValet. You should always refer to online banking, mobile banking or ATMs for the latest account balances.