CardSecure® - Frequently Asked Questions
Q1: Does CardSecure work on Android phones and iPhones?
A: Yes. CardSecure works with the most recent mobile operating software as well as two past generations of Android and iPhone devices.
Q2: Does CardSecure work for ATM cards?
A: No, CardSecure does not work for ATM cards.
Q3: Can I unsubscribe from CardSecure?
A: Yes. You can unsubscribe from CardSecure.
Q4: How long does the app stay logged in if I don't log out?
A: The app automatically logs the user off in 10 minutes.
Q5: When will the CardSecure be integrated with the Island Mobile App?
A: Integration is scheduled for 2016.
Q6: How will I know if there are changes or updates to the app?
A: Updates will show on your phone where they usually appear.
Q1: What are the CardSecure password requirements?
A: CardSecure 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 one (1) special character.
Q2: What happens if I forget my password?
A: A token request will be sent to you via the email address inputted when creating your CardSecure account. If you do not receive this email within 5-10 minutes, check your spam and junk folders.
Q3: Can multiple cards be linked to one registered CardSecure account?
A: Yes; cardholders can register multiple cards within a single CardSecure app. Additional cards can be added within the “Settings - Add Card” screen.
Q4: How many cards can I register within a single CardSecure application?
A: There is no limit.
Q5: 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? Can I make changes to the settings from the non-primary devices?
A: 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 CardSecure settings for that card. 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.”
Q6: 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, the child will not know about CardSecure unless the parent shares the
Q7: When I receive a reissued or replacement card, will I have to update their cards
within the application?
A: If the card number is new, then the user must “add” the new card number to the user's profile. In addition, the user may delete the old card by accessing Settings > Manage Accounts.
Controls and Alerts
Q1: What exactly is the range of the "My Location?" controls, and will this control setting
impact internet transactions?
A: The My Location controls and alerts will check to ensure the merchant location is within a five (5) mile radius of the device set as “primary” within CardSecure. These controls impact “card present” transactions only, therefore internet transactions are not
Q2: If My Location is set but the primary device is off, will transactions get denied
outside of the My Location area?
A: CardSecure ignores location 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.
Q3: What happens if My Location is set but the phone is left at home? Will transactions be denied outside the My Location area?
A: CardSecure 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
Q4: A region has been set on the map. Does this mean the card can only be used exactly in this region?
A: The region shows the approximate area where the card can be used. CardSecure 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 CardSecure will default to a state-level match.
Q5: Can I block all international transactions?
A: Yes. International transactions can be blocked using the “International” location
control. Transactions will be limited to the United States
Q6: 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
CardSecure edit checks.
Q7: How long does it take for a control or alert setting to take effect?
A: Control settings take effect as soon as the “Updating information” message in the app stops.
Q8: How do I turn off notifications at certain times such as when I’m 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, for example, any transaction denial or any transaction that is a card-present authorization. The user can also disable ALL alerts by going through the card alerts drop down box.
Q9: Are the alerts sent as email or “push” notifications to the device?
A: CardSecure alerts are sent as push notifications to the phone. The alerts also display
under “Messages” in the CardSecure app.
Q10: If I have set an alert for international transactions and no controls are set, will I receive alerts for all international transactions regardless of whether the transaction is blocked or successful?
A: Yes, an alert is generated regardless of whether or not a control preference is set.
Q11: If I set multiple alerts and a transaction violates these alerts will I receive a separate message for each alert?
A: No, the alerts are consolidated into one message. For example, if the message has violated “Threshold” and Location settings then you will see only one alert and not multiple alerts.
Q12: Can I turn the low balance alert off?
A: The low balance alert is controlled on a cardholder level. It cannot be turned off by
an Island Associate.
Q1: Does the app show recent transaction history?
A: Yes, the app shows the last 50 card-based transactions posted within the last 30 days.
Q2: 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-authorization amount must meet the threshold spend limit.
Q3: What type of transactions display in CardSecure?
A: CardSecure only shows the transactions that are performed with the card. For example, it does not show teller transactions or bill pay on an account.