CardValet FAQ

General  |  Controls & Alerts  |  Transactions

GENERAL

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 cards can I control using CardValet in the 3Rivers Mobile app

Only debit and HSA cards that are linked to your 3Rivers account(s) are automatically loaded into the 3Rivers mobile app for settings control. In the CardValet stand-alone app, all cards linked to your 3Rivers account(s) can be added, including debit, HSA, and credit cards. 

Why are the card graphics the same for both my debit checking and HSA cards?

At this time, only one card image can be displayed in the mobile app. 3Rivers does not have control over this function.

Does CardValet work for ATM cards?

No. CardValet currently supports debit cards and credit gateway transactions.

Can a user unsubscribe from CardValet?

Yes. There are multiple ways that a user can unsubscribe from CardValet. The user can unsubscribe through the CardValet application via Manage Portfolio. To unsubscribe, uncheck all cards and accounts and tap OK.

How do I manage my debit cards through my 3Rivers mobile app using CardValet security?

There are two ways to access the CardValet integration after you’ve signed into the 3Rivers mobile app:

  1. From the Accounts screen, select “Manage My Cards,” or

  2. On the More menu, click on the “Cards” button.

How long does the app stay logged in if you do not log out?

The app automatically logs the user off after 10 minutes of inactivity.

When a card is lost, does the new card number need to be registered manually through the app?

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.

How is the lost card number removed?

The old card cannot be removed but rather the user can unmanage the card via Manage Portfolio.

Can I use CardValet on the phone I brought from another country?

No. CardValet is specifically set up for the U.S., so phones set up for any other territory cannot use the CardValet app.

What are the CardValet stand-along app 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.

How many cards can you register within a single CardValet application?

A maximum of 15 cards registered per portfolio, regardless if active/inactive.

If a 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 appears.

What is the purpose of assigning 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.

Can you make changes to the settings from the nonprimary devices?

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 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 the child from changing the controls placed on the card?

Each person who registers a card will have access to controls for the card. In many cases, the child will not know about CardValet unless the parent shares the information.

When cardholders receive a reissued or replacement card, will they have to update their cards within the application?

Yes. With each reissued card, even if the card number is same, the expiration date and 3-digit security code on the back of the will be new. So, the user must add the new card, with new expiration date and security code to the user's profile. 

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

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

How many cards can a member have registered?

A maximum of 15 cards registered per portfolio, regardless if active/inactive.

I previously set controls in the stand-alone CardValet app. Why aren’t I seeing these same controls in the 3Rivers mobile app?

The first-time you launch CardValet in your 3Rivers mobile app users who already have the stand-alone CardValet app will need to set one control on their debit card. Once the control is set, CardValet will register your control settings for both apps and any previous controls set will load into the 3Rivers mobile app.

CONTROLS & ALERTS

What 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 card present transactions only; therefore, internet transactions are not impacted.

If My Location is set but the primary device is off, will transactions be 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.

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.

Can a user 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 when a merchant location cannot be mapped down to a ZIP code or city, in which case CardValet will default to a state-level match.

Can cardholders block all international transactions?

Yes. International transactions can be blocked using the Block International location control. Transactions will then be limited to the United States.

Does Block International also block international Internet (card not present) transactions?

No. The location controls are applicable to in-store transactions only.

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 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, e.g., any transaction denial or any transaction that is a card-present authorization.

Are the alerts sent as an email or as 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 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 is generated regardless of whether or not a control preference is set.

Why is a transaction denied for My Location or My Regions when the merchant is physically located within the boundaries?

When performing an edit check on My Location and My Regions, CardValet compares the geographic location of the mobile device as well as the Merchant’s Regulation E (Reg E) information that is sent within the transaction. It is possible for the merchant’s Reg E to be an address other than the physical location of the merchant, i.e. the corporate or regional address. In these instances, the transaction will bypass the CardValet edit checks since the Reg E information is not within the set boundaries.

Why am I not receiving text (SMS) alerts through my 3Rivers mobile app?

To receive text alerts from the 3Rivers mobile app regarding your CardValet controls, you will need to log into your 3Rivers online account access from a desktop computer, not through the mobile site. Go to Account Services, click on “My Profile,” add your cell phone number, and click “Can Receive Text Messages.” Phone type must be selected as “Cell.”

TRANSACTIONS

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 the user cannot buy gas at 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.

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 but without using your card, such as teller transactions or bill pay on an account.