Card Defend FAQ

Access

How do I access Card Defend?

You can access Card Defend from the Arkansas Federal mobile app by selecting Card Defend from the menu.

Why do I have a second app?

Card Defend is a companion app to our Arkansas Federal mobile app. Card Defend must be installed on your device in order to use the Card Defend feature from the mobile app.

Can I use the Card Defend feature on more than one device?

Yes, however, the companion apps must be installed and you will be required to choose one device as a primary device. You can change the primary device at login from any device.

What is the purpose of the primary device?

The primary device will be used to track the GPS for My Location controls and alerts. Also, the primary device will receive all of the alerts for My Location alerts, merchant and threshold alerts.

How long does it take for setting to take effect?

Control and alert settings take effect immediately after making a change and saving.

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Card Registration

Which cards are eligible to be registered?

Any active Arkansas Federal debit or credit card is eligible for registration.

What type of information if required for registration?

• Card number
• Address
• Zip code
• Expiration date
• CVV/CVC code
• Last 4 digits of the social security number
• All input values must match the values we have on record to complete the registration process successfully.

How do I register my cards?

From the Card Details page, tap on Add Card. If Add Card isn’t displayed, scroll to the left until you reach Add Card. Tap Add Card to begin the process.

I don’t see the card I just registered. What happened?

If the card doesn’t appear immediately, you may need to tap the refresh icon for it to appear.

Can I register multiple cards?

Yes, you can add any active Arkansas Federal debit or credit card to your portfolio. However, the maximum number of cards that can be registered is 15 cards.

Can I register my ATM card?

No, Card Defend is only for active Arkansas Federal debit or credit cards.

How do I update my card information if I received a replacement card?

From the Card Details page, tap on Add Card. If Add Card isn’t displayed, scroll to the left until you reach Add Card. Tap Add Card to begin the process.

How do I unregister a card that I no longer want to manage?

You can cannot remove the old card but you can identify cards you no longer want to manage. From the Card Defend menu – Edit Cards, deselect the cards you no longer want to manage and tap Save.

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Control Preferences

How long does it take for a control setting to take effect?

Controls take effect immediately after enabling/disabling and/or setting the required options for the control.

What happens when My Location is enabled?

All in-store transactions will be denied if your device and the merchant’s location don’t match.

How will Location controls works with online, mail, or phone order transactions?

Location controls are for in-store purchases only.

What is the range for the My Location controls?

The My Location control will check to ensure the merchant location is within a 5-8 mile radius of the primary device. My Location impacts card-present transactions only, therefore internet transactions are not impacted.

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

Card Defend compares the geographic location of the primary device to the merchant location sent in with the transaction. It is possible that the merchant’s address on file with MasterCard is not the physical location for your local merchant, i.e., the address may be from a corporate or regional address. This would cause the transaction to be denied.

What if I leave my phone at home and the My Locations settings are on?

Card Defend performs a proximity check based on zip code or city, so if the merchant is close to home, the transactions are not denied. If you are too far away and outside of a 5-8 mile range, your transaction will be denied.

If My Location is set and the primary device is off, are transaction declined outside of My Location area?

Card Defend ignores location information more than 8 hours old. So, if the phone is off for more than 8 hours, My Location controls do NOT take effect and transactions will not be denied.

If a region has been set on the map, does that 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 5-8 square miles. Card Defend performs a proximity check based on zip code or city; if the zip code or city of the merchant overlaps with the chosen region in the map, the transaction is approved. If the merchant defaults to a corporate location, the cardholder’s state is used.

Can I block international transactions?

Yes, you can block card-present international transactions outside of your country of residence. Configure this setting from the Card Defend menu (Control Preferences, Locations, International) to block international transactions in countries outside of your country of residence.

Does International also block international internet transactions (card not presented)?

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

What happens when Merchant Controls are enabled?

When Enable Merchant Controls is enabled, transactions with a merchant category that are not enabled will be denied.

What happens when Transaction Controls are enabled?

When Enable Transaction Controls is enabled, transactions with a transaction category that is not enabled will be denied.

What happens when Spend Controls are enabled?

When a Per Transaction spend limit is enabled, transactions with a purchase amount that exceeds the limit will be denied.

What is included in Spent this month?

The total amount spent is calculated from the cumulative 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). Deposits and refunds are deducted from the total.

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Alert Preferences

What kind of Alerts can I have?

Alert preferences can be based on Locations, Merchant Types, Transaction Types or Spend Limits.

How will Alerts be delivered?

Alerts will be sent as push notifications to your primary device. Alerts will also be displayed in the Messages section of Card Defend menu. Alerts will be sent based on the alert setting chosen in Alert Preferences (All Transactions, Selected Transactions or None).

Can I turn off Alerts during certain times?

You can set the Do Not Disturb time that will suppress notification during that time frame you specify. For your protection, some notifications will still be delivered, for example, any transaction denial or any transaction that is a card-present authorization.

How long does it take for an alert setting to take effect?

Alerts take effect immediately after enabling/disabling and/or setting the required options for the alert.

If multiple alerts are set and a transaction violates more than one setting, will I receive a separate message for each alert?

No, the alert will be consolidated into one message.

What is the range for the My Location alerts?

The location alerts will check to ensure the merchant location is within a 5-8 miles radius of the primary device.

When is the low balance alert generated?

Even if the available credit has fallen below the set threshold, Card Defend is only updated with the available credit when you access Card Defend or when Refresh button is tapped. Either of these situations will trigger an alert.

Why did I receive an alert that I didn’t set?

Alerts are always sent for:

• Denied transactions
• Deposits
• Refunds
• Card status changes

If I set an alert for international transactions but I didn’t set any control preferences, will I receive alerts for all international transactions?

Yes, an alert will be generated for all international transaction regardless of whether they are approved or denied.

Can I unsubscribe from Alerts?

Yes, in Card Defend, tap Alert Preferences. Disable any alerts you no longer wish to receive.

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Recent Transactions

Does Card Defend show all of the recent transaction history?

No, the transaction history will include the last 50 card-based transactions pending or posted that occurred within last 30 days.

When does the 30 day history begin?

The 30 days begins on the day you successfully register a card.

The threshold limit of $50 is set but I am able to purchase gas for more than $50 – Why?

Some merchant types, like fueling stations, validate the card by preauthorizing the card for $1 but the actual transaction amount is charged to the card after the preauthorization.

How does Card Defend know my current balance?

When accessing Card Defend, a balance inquiry transaction is performed to retrieve and display the balance. A balance inquiry is performed on every account listed in the profile. A request will not be initiated more than one balance inquiry within 30 minutes, even if the Refresh button is tapped.

What type of transactions are displayed?

Only transactions performed with the card will be displayed. Transactions that are not card based, such as teller transaction, online banking transfers, bill pay, etc. will not be displayed.

Where do the tags and memos save to when added to a transaction?

The saved tag and memo information can only be displayed in Card Defend.

How long can I see the saved tags and memos added to a transaction?

The saved tag and memo information is available only as long as you can see the transaction in the history.

Do controls or turning the card off impact previously-authorized recurring transactions?

No, previously authorized recurring payments will continue to process and bypass Card Defend.