For a quick reference guide for enrolling and setting up the app once you have downloaded it from your app store, please click here.
The following videos offer an overview (2 minute version) and a more in depth look (10 minute version) of the features and functions of the CardValet app.

2 minutes

10 minutes

Please note: the ATM location functionality shown in the videos is no longer applicable in the current version of the app. For a complete list of our ATM locations please click here.

Q: What types of phones are supported by CardValet?
A: CardValet works with current Android and iPhone devices as well as the past two generations of Android and iPhone devices.

 

Q: What should I do if I receive an alert for a transaction I did not authorize?

A: Turning your card off using the CardValet app will prevent any additional unauthorized transactions if your card was stolen or compromised. Contact our Customer Assistance Center at 508.568.3400 during normal business hours and our representatives will be able to help determine the most appropriate next steps to take for your situation. To report a card stolen or compromised outside normal business hours, please call 1.800.472.3272.
NOTE: Some merchants such as gas stations, hotels and car rental agencies pre-authorize an amount prior to the transaction being completed. Pre-authorization transactions are usually a round dollar amount such as $1, $75 or $100.

 

Q: Can I unsubscribe from CardValet?
A: Yes. There are multiple ways to unsubscribe from CardValet. You can unsubscribe through the CardValet application via Manage Portfolio. To unsubscribe, uncheck all cards and accounts and tap OK. Or, contact our Customer Assistance Center at 508.568.3400 and we can unsubscribe on your behalf. Please note: when you unsubscribe, all previously set alerts and controls are no longer in effect.

 

Q: How long does the app stay logged in if you do not log out?
A: The app automatically logs the user off after 10 minutes of inactivity.

 

Q: Does CardValet reflect the card status?
A: Yes. The Card Details section displays the card status—Active, Inactive, or Restricted.

 

Q: Why does my Available Balance not show?
A: Due to the way our Bank processes transactions, the current balance showing in CardValet is your available balance.

 

Q: What is included in “Spent on cards this month”?
A: Spent on cards this month displays the total amount that is calculated from the cumulative spending on all managed cards in the month to date. At the end of every month, the system automatically resets the monthly spending amount to zero dollars ($0). Deposits and refunds are deducted from the total.

 

Q: What is included in “Spent this month”?
A: Spent this month displays on the back of a specific card and is the total amount that is calculated from the cumulative spending for that card. At the end of the month, the total resets to zero dollars ($0). Deposits and refunds are deducted from the total.

 

Q: When a card is lost, does the new card number need to be registered manually through the app? And how is the lost card number removed?
A: Yes. The new card number must be registered. The replacement card is added to your user profile via Menu>Manage Portfolio>Add Card. The old card cannot be removed but rather you can unmanage the card via Manage Portfolio.

 

Q: On the Login screen, why is the message “Logon Failed. Please enter a valid username or password” displaying even though I am entering the correct password?
A: Each time you enter an incorrect username or password the message displays, On the third attempt the account is disabled; for security reasons and the message continues to display even if the correct username/password is entered. Please contact our Customer Assistance Center at 508.568.3400 to request that your account be reset.

 

Q: What are the CardValet password requirements?
A: 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 such as !@#$%^.

 

Q: If I have two cards from different financial institutions that support CardValet; can they both be registered with CardValet?
A: You must create a unique login account for each financial institution. In the login page, the logo of the last logged-in financial institution shows.

 

Q: Can multiple cards be linked to one registered CardValet account?
A: Yes. You can register multiple cards from The Cooperative Bank of Cape Cod within a single CardValet app. Additional cards can be added within the Menu>Manage Portfolio>Add Card screen. There is no limit to the number of cards you can add.

 

Q: When loading more than one card on a device, what type of information does the user need in order to register each card?
A: The user needs to enter the same level of detail entered for the original card. This information generally includes the: card number, address, ZIP code, expiration date and CVV/CVC code. Secondary authentication includes: a security token sent in an email and the last 4 digits of the primary account holder’s social security number.

 

Q: Can multiple individuals register the same card on different devices with their own accounts?
A: Multiple individuals can register the same card as long as they know the card details. Typical examples of multiple individuals registering one card include: parents and dependents; spouses; and employers/employees.

 

Q: What is the purpose of assigning a primary device?
A: The primary device is used to track the GPS for My Location alerts and controls. While CardValet can be downloaded onto multiple devices, all merchant and threshold alerts will be sent to the device that is selected as primary.  All devices that have registered a particular card can view or change the CardValet settings for that card.

 

Q: Can you make changes to the settings from the non-primary devices?
A: 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 device 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.

 

Q: Can I re-enroll in CardValet if I previously unsubscribed?
A: Yes. You will register as a new user. You will be required to select a new user name.

 

Q: 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 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 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.

 

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: Can I turn on “My Location” for a dependent’s card? How will it work?
A: My Location is only effective for the enrolled user. To limit a dependent’s card, you can use the Region Location feature. You can set up to 3 regions using the map to designate the areas. The regions are effective for all users with the same card number.

 

Q: 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; 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.

 

Q: Can I block all international transactions using CardValet?
A: International transactions can be blocked using the Block International location control. Transactions will be limited to the United States for all in-store (card present) transactions.

 

Q: Does Block International also block international Internet (card not present) transactions?
A: No. The location controls are applicable to in-store transactions only.

 

Q: Can I enable all international transactions by turning off the Block International location control when I am traveling abroad?
A: No. For international travel, please contact our Customer Assistance Center at 508.568.3400 prior to traveling. In this way we can make sure that all international transactions will be authorized for your card. We automatically block some types of international transactions that are deemed at high risk in order to better protect our customers. These controls need to be adjusted in cases of international travel.

 

Q: Will location controls, merchant controls, threshold controls, and turning the card off impact previously authorized recurring transactions?
A: No. Previously authorized recurrent payments will continue to process and will bypass the CardValet controls/settings.

 

Q: 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.

 

Q: How are controls established for various merchant types?
A: Specific merchant types have been created within CardValet, and these merchant types can be used for controls or alerts via the Alert Preferences or Control Preferences screen. Each of the merchant types contains various merchant category codes (MCC). Note: It is possible for a retailer to forward a MCC that may differ from the CardValet merchant type classification. Merchant types currently supported are: Department Store, Entertainment, Gas Station, Grocery, Household, Personal Care, Restaurant, Travel, and Others.

 

Q: How do I turn on alert/control for an ATM transaction?
A: ATM transactions are categorized within Others merchant type.

 

Q: How do I turn off notifications at certain times, such as when sleeping?
A: You 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.

 

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 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.

 

Q: 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. Example: if the message has violated Threshold and Location settings then you will see only one alert and not multiple alerts.

 

Q: When is the low balance alert generated?
A: CardValet updates the balance under two conditions:
• When you log into CardValet
• 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.

 

Q: Why did I receive an alert for a denied transaction if it was not set?
A: 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.

 

Q: Why is a transaction denied for My Location or My Regions when the merchant is physically located within the boundaries?
A: 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 reported (Reg E) information that is sent within the transaction. It is possible for the merchant’s reported address to be an address other than the physical location of the merchant i.e. Corporate or Regional address. In these instances, the transaction will bypass the CardValet edit checks since the reported information is not within the set boundaries.

 

Q: Does the app show recent transaction history?
A: Yes. The app shows the last 50 card-based transactions posted within last 30 days.

 

Q: A threshold limit of $50 has been set but I cannot fill gas in some stations. Why?
A: Some merchant types, such as gas stations, hotels and rental car companies, 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.

 

Q: A threshold limit of $50 has been set, but I can fill gas in some stations for more than $50. Why?
A: CardValet controls are only invoked during authorization of a transaction. In some cases, such as gas stations, hotels and rental car companies, a card may be tested for validity by doing a $1 pre-authorization, and the actual transaction amount is charged to the card after the transaction. Some gas stations will pre-authorize for a maximum amount, example: $126, and some gas stations will check validating, example: $1. In the latter case, the actual transaction amount may exceed the limit, while in the former case, an authorization may be denied.

 

Q: What type of transactions display in CardValet?
A: CardValet only shows the transactions that are performed with the card from the time that the card was registered in CardValet up to 30 days of transaction history. 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.

 

Q: I have a pending transaction remaining on my transaction list that is already shown as cleared and posted to my account, how do I remove the pending transaction?
A: Occasionally pending transactions do not match up correctly and a hanging pending transaction remains. There is no posting error to your account and you have not been debited twice for the same transaction. For a complete and accurate list of your account transactions please refer to either our Online or Mobile Banking services. If the pending transaction being in the CardValet list does not bother you then it can remain unmatched. However, if you wish to remove the transaction from your pending list, simply delete and reinstall the CardValet app. This will remove any hung-up pending transactions and reset your transaction list to the past 30 days.