An App to Control Your Cards!
We’re pleased to offer CardValet®, an app that lets you manage your debit and credit cards using your phone. With this new and powerful app, you can set limits for when, where and how your cards are used. It’s easy to turn ‘off’ your cards from your phone, and then turn them back ‘on’ when you want to use them.
You can also establish restrictions by transaction’s type, location, amount or merchant category. With CardValet, real-time alerts that a transaction was attempted, declined or both provide an additional layer of protection. CardValet puts the control of your HPCU cards right into your hands.
Do you have multiple cards for your HPCU accounts? Keep track and manage them all in one easy-to-use app. You can even set different limits and restrictions for each card. Download the CardValet app for any Apple® or Android® phone at the App Store or Google Play, and then actively manage your cards.
Check out our CardValet video, read the FAQs below, visit us at one of our branch locations or give us a call for more information.
General
- Is CardValet support available after HPCU's normal business hours? No, contact HPCU during normal business hours for assistance with the app and controls.
- Does the location, merchant type, transaction type and spend limit controls and/or turning the card off impact both card-present transactions and internet transactions? Depends. The location controls impact card-present transactions. Internet transactions shouldn’t be impacted by the location controls. The merchant type, transaction type and spend limit controls impact both card-present transactions and internet transactions. Additionally, turning the card off impacts both card-present transactions and internet transactions with the exception of previously-authorized recurring transactions.
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Does uninstalling CardValet from my device erase the controls? No, uninstalling the app doesn’t erase the controls you’ve setup. Disable all controls before uninstalling to prevent your transactions from being declined. Additionally, you can contact a HPCU representative to unsubscribe from CardValet.
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Can I use CardValet to verify unusual activity and clear fraud alerts? No, the app can’t be used to verify suspicious activity and clear fraud alerts. You must contact HPCU to complete this process and ensure your transactions aren't blocked.
- With CardValet, am I required to provide HPCU advance notice of my plans to travel? Yes, although CardValet allows you to manage your cards, advance travel notices are required to ensure your transactions aren't blocked due to unusual activity.
- Does CardValet support ATM cards? No, CardValet currently supports debit and credit cards.
- Can I unsubscribe from CardValet? Yes, contact a HPCU representative to unsubscribe from CardValet.
- What’s included in dollar amount spent this month? The total amount is calculated from the collective spending for a specific card and displays on the back of that card. At the end of the month, the total resets to zero (0). Card-based deposits and refunds are deducted from the total.
- Which time zones are applied? Time stamps for transactions in the CardValet app are in real time based on the device's time. Time stamps for alerts are in Eastern Daylight Time (EDT). When setting the do not disturb option, you can select your time zone to turn off notifications.
- What’s the web address to the login page? There's no web address to the login page. CardValet is a stand-alone mobile app. The app runs on a mobile device, not through a web browser.
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Registration
- Why am I encountering the error “This card is not eligible for this service.”? Confirm that you’re entering the card information correctly. If you continue to receive this error, a replacement card for your account may have been issued that hasn’t been activated. If so, activate and enter the replacement card's information to proceed with registration. Contact HPCU if you continue to receive this error.
- What are the CardValet password requirements? A minimum of eight (8) and maximum of 12 characters containing: one (1) upper case character, one (1) lower case character, one (1) number and one (1) special character.
- Can I register multiple cards to my CardValet account? Yes, you can register multiple cards. Additional cards are added by selecting Manage Portfolio and Add Card from the menu.
- Can I register cards from other financial institutions to CardValet? Depends if your financial institution offers CardValet. If they do, create a unique login for your other financial institution. On the login page, the financial institution that you last logged into will show.
- How can I complete registration if I started the process but did not complete it? Relaunch the app on the same device. Once you select New User and enter the card number, the app restarts the registration process at the previous stopping point. If a different device is used, a new registration is required.
- How long can my address be? CardValet accepts an address up to 50 characters. The address and zip code must match the primary address on file with HPCU.
- How many cards can I register to my CardValet account? CardValet accepts up to 15 cards per registered account.
- What type of information do I need to register my cards? Required information includes: card number, address, zip code, expiration date and CVV/CVC code. Secondary authentication includes: security token sent in an email and last four (4) digits of the social security number.
- When registering multiple cards, what type of information do I need to register for each card? You’ll enter the same level of detailed information as the original card. This information includes: card number, address, zip code, expiration date and CVV/CVC code. Secondary authentication includes: security token sent in an email and last four (4) digits of the social security number. Multiple individuals (e.g. parents, dependents, spouses, etc.) can register the same card if they know the card details.
- What is the purpose of assigning a primary device? A primary device is used to track the GPS for My Location alerts and controls. Additionally, all merchant and threshold alerts are sent to the primary device. All devices that have registered a particular card can view or change the CardValet settings for that card.
- Can CardValet settings be modified from the non-primary devices? Yes, controls, including the on/off setting, can be customized for each card registered to your CardValet account. All devices that have registered a particular card can view or change the CardValet settings for that card. Each primary device will receive alerts of changes made to the CardValet settings. The last update to a control is honored regardless of which device was used to make the change. Alerts can be customized for each device. Each primary device will receive alerts that were set up from that particular device. The primary device can be reset by selecting Settings and Primary Device from the menu.
- If I register a card for a parent, dependent, spouse, etc., can they change the controls on the card? Yes, multiple individuals (e.g. parents, dependents, spouses, etc.) can register the same card if they know the card details. All individuals that have registered that particular card can view or change the CardValet settings for that card.
- I only use my card as signature-only. CardValet prompted me to enter the amount of a PIN-based transaction performed in the past 72 hours. How do I answer this question? If you don’t have an email or social security number on file with HPCU, you’ll be 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.
- Do I have to update my card in CardValet if it is reissued or replaced? Depends if your card number changes. If it does, add the new card number to your profile. Disassociate the old card through the CardValet app by selecting Manage Portfolio from the menu. Uncheck your lost or stolen card and tap OK.
- Can I re-enroll in CardValet if I previously unsubscribed? Yes, to use CardValet again you register as a new user. You are required to select a new username. If you enter the previous username, an error displays. Upon successful registration, you may once again use CardValet.
- What is the format of the security tokens? Security tokens are emailed. The one-time password expires 15 minutes after the email is sent. If the token expires, you can request another one.
- I didn’t receive the security token even though a message displayed stating that the token was sent. Where is the security token? Check your spam or junk folder. The email is from Houston Police Credit Union - 0821. The one-time registration password is forwarded to the email address on file with HPCU. The one-time forgot password security token is sent to the email address that you entered when registering in CardValet.
- Why am I encountering the error “Please enter a valid username and password.”? The error occurs when the “use this email as username” check box on the registration page is incorrectly checked. Uncheck this box before proceeding with registration.
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App
- Why does a password error message display on the login page even though I’m entering the correct password? Each time you enter an incorrect username or password, this message displays. On the third attempt, the account is disabled. For security reasons, the message continues to display even if you enter the correct username/password. To reset, contact HPCU.
- How long does the app stay logged in if I don’t log out? The app will automatically log you out after 10 minutes of inactivity.
- How will my name appear on my card within the app? Your name appears as [Last], [First] (e.g. Doe, John).
- Does CardValet display my card’s status? Yes, the Card Details section displays the card status as active, inactive or restricted.
- If my card is lost or stolen, does the new card number need to be registered manually through the app? Yes, your new card number must be registered. Your replacement card can be added to your enrolled cardholder’s profile by selecting Manage Portfolio and Add Card from the menu.
- How do I remove my lost or stolen card number? Your old card can’t be removed, but you can disassociate the old card through the CardValet app by selecting Manage Portfolio from the menu. Uncheck your lost or stolen card and tap OK.
- Which devices does CardValet support? Currently only Apple and Android phones are supported. All other phones and tablets aren't supported.
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Transactions
- Does the app show my recent transaction history? Yes, the app shows your last 50 card-based transactions pending or posted within the last 30 days.
- I set a transaction limit of $50.00, but I can’t purchase gas at some stations—why? Some merchant types pre-authorize the card for an amount larger than the actual transaction amount. In this instance, the pre-authorization amount must be greater than the transaction limit you set and the transaction is declined.
- I set a transaction limit of $50.00, but I can purchase gas at some stations for more than $50.00—why? CardValet controls are only invoked during authorization of a transaction. In some cases, such as gas stations, a card may be tested for validity by doing a $1.00 pre-authorization and the actual transaction amount is charged to the card after the transaction. In this instance, the pre-authorization amount is less than the transaction limit you set and the transaction is approved.
- What type of transactions display in CardValet? CardValet only shows the transactions performed with your card. It doesn’t show the transactions without the card, such as teller transactions or bill pay to or from an account.
- Is my available balance updated to include teller transactions? Yes, CardValet updates your available balance when you log into the app.
- When does the 30 days of transaction history start? The 30-day history starts when you register in CardValet.
- What happens to my transaction if CardValet experiences a service interruption or communication issue? If a service interruption or communication issue occurs, the transaction bypasses the CardValet controls and continues with the authorization process. If the transaction passes all other authorization checks, your transaction is approved.
- Where are tags and memos saved after it's added to a transaction and for how long? The entry is updated in your transaction history with the tag and memo information, and is available for 30 days or 50 transactions, whichever comes first.
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Controls and Alerts
- Can I increase the daily purchase and ATM limit by increasing the spend limit control? No, increasing the spend limit control doesn’t allow you to exceed the daily purchase and ATM limit for your card. You can request that your daily limit be increased by contacting HPCU.
- What is the range of the My Location controls and does it impact internet transactions? When My Location is enabled, transactions must occur within a 5-mile radius of the primary device most recently used to enable the feature. My Location impacts card-present transactions only, therefore internet transactions shouldn’t be impacted. Occasionally on a card-present transaction, the merchant’s address is not the physical location of the merchant (e.g. the corporate or regional address of the merchant). CardValet compares the geographic location of the primary device to the merchant’s information sent with the transaction. This may cause the transaction to be denied if My Location is enabled. If this occurs, temporarily disable My Location until you complete the transaction.
- If My Location is set and my primary device is off, are transactions denied outside the My Location area? Depends. CardValet ignores location information more than eight (8) hours old. So if your primary device is off for more than eight (8) hours, My Location controls don’t take effect and your transactions aren’t denied.
- If My Location is set but my primary device is left at home, are transaction denied outside the My Location area? Depends. CardValet performs a proximity check based on zip code or city. So if the merchant is close to home, your transactions aren’t denied.
- Can I turn on My Location for a card registered to my CardValet account for a parent, dependent, spouse, etc.? Yes, My Location can be enabled for all registered cards. When My Location is enabled, transactions must occur within a 5-mile radius of the primary device most recently used to enable the feature. To designate the area a card registered to your account can be used, you can use the Region Location feature to set up to three (3) regions using the map.
- Why am I encountering the error “The region selected is too small. Please select a minimum region of 5 miles radius.” when setting a region on the map? The error occurs when the area displayed on the map is less than five (5) square miles. Increase the area displayed by zooming out to proceed with setting the region.
- I’ve set a region on the map. Does this mean my card can only be used exactly in this region? Depends. The region shows the approximate area where the card can be used. The area must be greater than five (5) square miles. CardValet performs a proximity check based on zip code or city. If the city or zip code of the merchant overlaps with the selected region in the map, your transaction is approved. If the merchant defaults to a corporate or regional address, your transaction may decline depending on the address used.
- Does the location, merchant type, transaction type or spend limit controls and/or turning the card off impact my previously-authorized recurring transactions? No, your previously authorized recurring payments continue with the authorization process and bypass the CardValet controls.
- How long does it take for a control or alert setting to take effect? Control or alert settings take effect immediately once the updating information message in the app disappears.
- How are card controls established for various merchant types? CardValet contains specific merchant types used for controls or alerts through the Alert Preferences or Control Preferences page. Each merchant type contains various merchant category codes. It is possible for a retailer to 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.
- How do I turn on alert/control for an ATM transaction? To control ATM transactions, you may use the transaction type, card on/off or a spend limit control. Merchant category codes can’t be used to control ATM transactions.
- How do I turn off notifications at certain times, such as when I’m sleeping? Set the do not disturb time to turn off notifications. Some notifications are still delivered (e.g. any transaction denial or any card-present transaction).
- Are the alerts sent as email or push notifications to my primary device? CardValet alerts are sent as push notifications to the phone. The alerts also display under Messages in the CardValet app.
- If I set 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.
- Can HPCU turn my card on/off on my behalf? Yes, contact a HPCU representative for assistance.
- Can HPCU turn my card controls off on my behalf? Yes, contact a HPCU representative for assistance.
- Can HPCU turn my low balance alert off on my behalf? No, your low balance alert is a user-controlled feature. It can’t be turned off by HPCU.
- When is my low balance alert generated? CardValet only updates your available balance when you log into the app or click refresh. After logging in or clicking refresh, if your available balance has fallen below the set threshold an alert will be triggered.
- Why did I receive an alert if it wasn’t set? You’ll always receive alerts for the following card transactions: transaction denials, deposit posts, refund posts, shared user (parent, dependent, spouse, etc.) changes a control setting and card status changes.
- Why was my transaction denied for My Location or My Regions when the merchant is physically located within the boundaries? CardValet compares the geographic location of the primary device to the merchant’s information sent with the transaction. Occasionally, the merchant’s address is not the physical location of the merchant (e.g. the corporate or regional address of the merchant). This may cause your transaction to be denied.
- Who determines the card controls? Both you and the other registered user can update the card controls. When a control is set or updated, an alert is generated to the other user. The username that made the change is displayed in the alert.
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International
- If I’ve 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? Yes, you’ll receive an alert regardless of whether a control preference is set.
- Can I block all international transactions? Yes, international in-store transactions are blocked using the Block International location control. In-store transactions are then limited to the United States.
- Can I use the CardValet app outside the United States? Depends. If the app isn’t downloaded and installed from the United States app store before you go abroad, no. You can’t download and install the app while outside the United States. If the app is downloaded and installed from the United States app store before you go abroad, yes. You can update and change your card controls while outside the United States.
- Does Block International also block international internet transactions? No, the location controls are applicable to in-store transactions only.
- How do I add a United States city to the Region control, rather than the international city that displays (e.g. Aberdeen, United Kingdom displays instead of Aberdeen, South Dakota)? You can enter the zip code to return more specific results.
- If I reside outside the United States, do the international controls and alerts block transactions within the United States? CardValet is only available within the United States. So you’re considered United States-based no matter how much time you spend outside of the country.
- Can I use CardValet on a device bought outside the United States? Depends. During a new device activation process, you select the resident country. From an App store perspective, this selection determines your native country. When publishing an app on Apple or Google App stores, the publisher designates the territories where the app is available. CardValet is set up as a United States’ app. Android and iPhone users can only download apps available in their native territory (or country) even if you happen to be visiting or relocating to a foreign country where different apps may be available. This has the following implication: 1) if the native country set up on your device and the app territory do not match, you can’t use the app on your device and 2) CardValet is specifically set up for the United States and devices set up for any other territory can’t use the CardValet app.
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