Stay protected with Card Suite Lite

Introduction

1. What is required to use Card Suite Lite?

   Card Suite Lite requires you to have a Check Card account issued from a financial institution that is enrolled in Card Suite Lite. You will also need an Apple or Android smartphone.

2. Is there a fee to use the app?

   There is no fee to use the application.

3. I received a new card number. Will it be automatically updated in the app?

   If your financial institution replaces your card with a new card number, you will need to add the new card to the application via the standard registration process. This can be done by clicking on "Add a New Debit/Card" on the cards page. From there, you may scan your card or manually enter your card information. If you no longer want to access your old card, then you can archive and/or delete it.

4. If someone gains access to my phone, will they access to my card info stored in the Card Suite Lite Application?

   One can only access the application through the login credentials like the username and password. In addition to the username and password, we recommend using the biometrics-based login. Adding the biometrics adds an extra layer of security.

5. What options can I use to log into Card Suite Lite without having to use my username and password every time?

   During initial login, cardholders are presented with the ability to configure biometric authentication. If the device does not support biometrics, the cardholder is presented with the ability to create an app PIN.

Registration

1. How many cards can I register?

   Unlimited. However, adding so many additional cards may affect application performance i.e., latency when upload multiple cards.

2. What kind of cards can I register?

   Check Cards with a 3-digit security code and valid expiration date. ATM and pre-paid cards are ineligible for registration.

3. What if I am having trouble during registration?

   If you have problems registering, contact Monterey Credit Union at 831.647.1000, Monday-Friday 9:30am to 5:30pm PST.

4. What are password requirements?
   • Case-sensitive 
   • Minimum 8 characters. Maximum limit 12 characters. 
   • No space are allowed.
   • At least 1 each of the following:
     • Upper-case letter
     • Lower-case letter
     • Special character-!@#%&*()+~
     • Number
5. When registering I received a message stating that the card was already registered. What does this mean?

   The "Card Already Registered" message means that someone else has already registered the card. By clicking the "Add Card Anyways" option you will be added as a shared user. See the "Shared Users" section for more information on this feature.

Card Controls

1. What are the different types of control options available in the Card Suite Lite app?

   Card Suite Lite offers three different types of control:

   • Merchant Controls allow you to control the merchants where your card can be used and set spend limits.
   • Transaction Controls and spend limits allow you to control various transaction types, including online, in-store, contactless, ATM, and mail/phone. Using this feature, you can block specific transaction types to avoid fraud. 
   • Location controls allow you to define an area where your card can be used. There are 3 types of location controls:
     • When Location Shield is turned on, in-store, contactless and ATM transactions will be authorized within proximity of the last known phone location. If a card is shared with other users, location of at least one enabled user must be within proximity of the mobile device for a transaction to be authorized.
     • Region Shield allows you to select zip code, city and/or state where purchases can be made. Up to 50 regions can be added. When adding a region using the zip code then the App uses the zip code boundaries. If adding the city name then the app uses the city boundaries. 
     • Internal Transactions by default is not enabled and will not block domestic or international countries until it is enabled. When enabled, only transactions from the Home country will be approved. The Home country can be changed to another country if needed. If you are traveling to an international location, you can add that country so that transactions will be allowed. 
2. Can the card be locked or unlocked?

   Yes, the card be Frozen or Unfrozen, which is equivalent to lock or unlock. The freeze card feature allows a user to lick their card temporarily. In the lock state, all transactions besides Autopay (recurring) will be declined.

3. If my card is in a frozen status, will I be able to change the other control settings like transaction control, location control, and merchant control?

   No. When the card is frozen in Card Suite Lite, you cannot make changes to card controls.

4. By deleting my card in Card Suite Lite am I closing my account?

   No. Deleting a card in the app does not change the status of your account. It only removes the card from Card Suite Lite which deletes all the card controls.

5. How long does it take for a control or alert setting to take effect?

   Controls and alerts come into effect immediately after you save your preferences.

6. Can I use Location Shield, Region Shield and International Transactions at the same time?

   Yes. Location Shield, Region Shield and International Transactions card controls can be used in conjunction with oner another. When Region Shield and International Transactions are enabled, you will only be able to use your card in those regions/countries selected. Up to 50 regions can be added to Region Shield. You may add 25 countries for International transactions (including home country).

7. I was at the merchant, and my transactions was declined. Why?

   When a transaction is declined, a notification is sent to indicate what caused the decline. You can view the cause the decline by tapping on the notification, which will bring you to the receipt. The reason for the decline will be listed in the receipt. Please note: The transaction could also be declined because of external factors like insufficient funds or fraud monitoring. If declined by external factors, the receipt will indicate "Declined by issuer."

8. When a transaction is declined due to card controls, can I temporarily update the card controls to make that transaction a success?

   Yes, you can temporarily override the decline by utilizing the One-Time-Override (OTO) function. This function is accessible within the receipt of the transaction. The transaction must be identical to the original transaction to override the decline.

9. How long will my transaction history display?

   Card Suite Lite will display enriched transaction history for the prior 12 months.

Alerts

1. What is a real-time alert?

   A real time alert is an immediate notification sent to you "in app." You can select to be alerted on all payment transactions, or you can choose just to be alerted for "selected" transaction types. Alerts are those you receive from someone you shared the card with. When that user changes a setting, you will get an alert.

2. Can I change what alerts I get?

   Yes, you can control certain app notifications, such as transaction, card controls, and card management alerts.

3. Will my notifications go to all users that I share my card with?

   If you are the primary card owner, your notification will not go to the shared users. However, shared users will see transactions done on the card.

4. Where can I see all alerts?

   Click on the "Bell" icon in the top right corner of your application. There you will see all your alerts, notifications, and changes you made in the application.

5. Why am I not receiving an alert?

   Confirm that your mobile device's notification settings (generally found in your Profile settings) for the Card Suite Lite app are enabled. If you are still not receiving alerts, please contact us.

Archiving a Card

1. What does it mean to archive a card?

   Archiving a card leads to hiding your card from the "Card" view on the application. The controls of the cards are not affected by archiving, and their state remains as it is. All transaction-related information on the card will be hidden when a card is archived.

2. How do I delete a card from the application?

   You can delete a card by navigating to Profile Setting>Archived Cards> Click on the archived card and delete it.

3. How is archiving a card different from deleting a card?

   Archiving a card keeps the card's state intact and hides it from the card screen view, while a deleted card removes the card and its related data from the application itself.

4. Can I see a card once I move it to the Archive section?

   Yes, you can see the archived card under Profile Settings > Archive Cards.

5. Can I freeze a card that has been moved to the Archive section?

   Yes, you can freeze/unfreeze a card once it has been moved to Archive. You can also unarchive or delete an archived card from the Archive section.

6. If I am the owner of the card in the Card Suite Lite app and I archive the card, will I still be the owner?

   Yes, archiving the card does not affect the ownership status of the card.

Managing the Application

1. If I get a new or replacement smartphone, how do I begin using the service again?

   Just download Card Suite Lite on the new device and login. User's account information of Card Suite Lite is not stored on the device hence when user logs into their existing account on a new device- all card controls, preferences and transactions stay intact. For best practices, it is recommended to log in and validate that all your settings have carried over.

2. My pending purchase shows that it is for more than I paid. Why?

   Some merchants send pre-authorizations at higher amounts to test cards' validity. For example, a $25 gas purchase might display at $26. Pre-authorizations are common at the pump, for a hotel stay, or for a car rental. Even though the change is listed in the application for more, it will clear your account for the correct amount.

3. How do I access the menu or log out?

   In the upper right corner, select your Profile picture, and then select "log out."

4. How do I know what app version I am using?

   In the upper right corner, select your profile picture, and the version will be listed at the bottom.

5. Can I customize my profile?

   Yes. Click on your initials in the upper right corner, on the next page click on your Edit Profile. From here you can add or edit a picture that is stored on your mobile device, or you can rake a new picture.

6. If I file a dispute through Card Suite Lite, will my account be closed and will I receive a new card automatically?

   Filing a dispute alone will not trigger the closing of the account or a replacement card. You will need to select the lost/stolen link to close the account and contact your financial institution for a replacement card. In some cases, your app may allow you to request a card re-issue.