Treasury Services Help
On the Login screen, why is the message "Logon Failed. Please enter a valid username or password" displaying even though you are entering the correct password?
Each time you enter an incorrect username or password the 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.
During a new phone activation process, you select your 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 will be available. CardValet is set up as a United States app. Smartphone users will only be able to download apps that are available in their native territory (or country) even if they happen to be visiting or relocating to a foreign country where different apps may be available.
This has the following implication for consumers.
- If the native country set up on the phone and the app territory do not match, the consumer cannot use the app on their phone.
- CardValet is specifically set up for the US, so phones set up for any other territory cannot use the CardValet app.
Yes. In order to provide the best protection and safeguards while you use your Resource Plus® debit card, the Bank has additional systems and controls for monitoring and managing card transactions. The Bank needs to be aware of any travel plans to adjust those systems accordingly.
Since card transactions and card management are a unique type of Bank activity, the Bank feels it is more efficient for clients using this app to have direct access to CardValet. The 1st Source Bank app is still the place to click for all your other Bank related activity.
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.
If I have two cards from different financial institutions that support CardValet; can I register both cards with CardValet?
You must create a unique login account for each financial institution. Each login account is applicable for a single financial institution. In the login page, the logo of the last logged-in financial institution shows.
CardValet accepts an address of 50 characters. The address and ZIP code should match the address located on the cardholder record.
Yes. You can register multiple cards within a single CardValet app. Additional cards can be added within the:
Menu > Manage Portfolio > Add Card screen.
There is no limit.
When loading more than one card on a device, what type of information do I need in order to register each card?
You need to enter the same level of detail entered for the original card. This information generally includes the:
- Card Number
- ZIP code
- Expiration Date
- CVV/CVC Code
Secondary authentication includes:
- Security token sent in an email
- Last 4 digits of the social security number
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.
I can download the card on multiple devices but am 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?
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 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 I register a card for my 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.
As part of the cardholder registration process, CardValet may prompt to enter the amount of a PIN-based transaction performed in the past 72 hours. What if I don't use PINd transactions? What if I just use my card as signature only?
In the event that you do not have an email or SSN on the cardholder record, you will 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.
When I receive a reissued or replacement card, will I have to update my cards within the application?
If the card number is new, then you must add the new card number to your profile. In addition, you may un-manage the old card by accessing Manage Portfolio.
Please contact the Bank to determine the issue and find a resolution.