CardNav

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I RECEIVED A NOTICE FROM CARDNAV BECAUSE I HAVEN’T LOGGED IN LATELY. WHY?

After 30 days or more of inactivity, you may receive a notice suggesting that you login if you want to continue using the application. This is a courtesy reminder. CardNav is automatically disabled after 150 consecutive days of inactivity.

WHAT IF I LOSE MY SMARTPHONE?

No account information is stored on your device by our Mobile banking or CardNav apps. However, if your smartphone auto-fills your username, password or 4 digit PIN, your login credentials could be compromised.

WHAT IF MY CARD IS TURNED OFF AND CAN’T GET IT TURNED BACK ON USING THE APP?

A member should always be able to turn their card back on using the app, unless they have lost their phone.

THE TOGGLE SWITCH WON’T MOVE.

Instead of trying to slide the switch, just tap ON or OFF.

HOW LONG CAN I LEAVE MY CARD “OFF”?

You can turn your card off, leave it off as long as you want to, and only turn it back on when you want to perform transactions.

IF I HAVE TWO CREDIT UNION ACCOUNTS AND A DEBIT CARD WITH EACH, CAN I MANAGE THE DIFFERENT CARDS FROM THE SAME CARDNAV ACCOUNT?

Yes. Initially you must set up a username/password combination, but if you prefer faster access, you can set a 4 to 10-digit passcode*. (Note – The passcode will expire after 48 hours of inactivity.) Login > Select device’s Menu button > Settings > Passcode *Note: Users with iPhone 5s or higher can use Touch ID authentication in lieu of a passcode.

DO LOCATIONS‐BASED ALERTS APPLY TO ONLINE TRANSACTIONS?

No, Location alerts apply to card‐ present transactions (in‐store and at ATMs), but do not impact online and auto‐pay transactions. Only one location can be set at one time (My Location, Regional, or International) My Location works in relation to the proximity of your mobile device to in‐store purchase.

IS CARDNAV A SECURE SOLUTION?

  • • The mobile application does not store any protected cardholder data (such as debit or credit card numbers, PIN, CVV/CVV2, etc.)
  • • It only identifies a payment card using commonly used references such as the last four digits of the card number and the cardholder name.
  • • The user provides login credentials and passes them to the authentication server without storing any passwords internally.
  • • There is a passcode‐based feature for applications lock/unlock, where the passcode is stored on the mobile device. Unauthorized attempts into the application are prevented by locking the application after a fixed number of invalid attempts, and forcing the user to provide their login credentials for subsequent app usage.
  • • In case of lost mobile devices, the mobile app can be remotely deactivated, thereby stopping any unauthorized access register.

HOW DOES CARDNAV WORK WITH EXISTING FRAUD PROGRAMS?

CardNav does not replace our real‐time fraud monitoring program. Rather, it provides an extra layer of security by notifying the user of any potentially suspicious transactions. We will continue monitoring transactions according to member’s spending norms and fraud trends. Members will continue to receive call from our Fraud Support to confirm transactions scoring high fraud scores.

WHAT SHOULD I DO IF MY TRANSACTION IS DECLINED?

You will get a real‐time alert for the declined transaction. Click on the alert and read the declined reason. Log into CardNav and turn off or on the alert to enable the transaction and have the retailer process the card again.

WHAT SHOULD I DO IF I RECEIVE A CARDNAV TRANSACTION ALERT FOR A TRANSACTION THAT I DID NOT PERFORM?

A separate CardNav account would be required for each card that belongs to a different account.

CAN I USE CARDNAV TO CONTROL MY FIRST ABILENE FCU MASTERCARD CREDIT CARD?

No. The CardNav app is available only for the First Abilene FCU debit MasterCard.

MY SPOUSE AND I HAVE A JOINT ACCOUNT. CAN CARDNAV CONTROL BOTH DEBIT CARDS?

Yes it can. • RECOMMENDED: Install CardNav on separate devices. Each of you register your own card on your own device. Do not add your spouse’s card to your device. This method gives both of you full access to all security controls available, with individual settings and alert preferences. • If you add both cards to a single device, the Location settings will follow the primary device no matter which card is used. • If you add both cards to more than one device, the Location control will be disabled. (More than one device = conflicting locations.) Any changes to a card’s settings or alerts will update on both devices automatically. • If you add one card to more than one device, but not the other: o The shared card: Location control disabled; settings/alerts – identical on both devices. o The non-shared card: Full access to all security controls; individual settings and alerts.

I HAVE A TABLET. CAN I USE CARDNAV?

You can if your device meets the technical requirements. • IOS 6.0 or higher; Android 4.0 or higher

HOW DO I GET STARTED?

A user simply downloads the CardNav application onto their smartphone from the Apple iTunes App Store or Google Play store. The member will then enroll into the system by presenting card credentials and going through additional user‐verification checks. Once enrolled, a user can specify preferences for alerts and controls for each registered card within the intuitive mobile application.

HOW DO I SECURELY CLOSE THE APP?

Select the Menu icon > Logout

WHAT IS CARDNAV BY CO-OP?

The CardNav technology developed by CO‐OP is a solution that enables us to deliver superior control, security, and financial visibility to our members via their mobile phones. Members can manage their cards on‐ the‐go with intuitive mobile apps available in iOS and Android platforms.

Cardholders can control when and where their cards can be used as well as view and act on instant alerts when transactions are processed, perform card management functions such as turning the card on/off, and perform basic mobile banking functions such as view balances and transactions, transfers funds between accounts linked to a card, and search for nearby ATMs.

HOW DOES CARDNAV WORK?

CardNav enables a cardholder to define controls for card usage and to define preferences for alerts to be received when transactions using the enrolled card are made or attempted.

HOW MUCH DOES THE APP COST THE MEMBER?

Members can download CardNav FREE from either the app store on iTunes or Google Play Store.

WHAT ARE THE TECHNICAL REQUIREMENTS TO USE CARDNAV?

  • • IOS 6.0 or higher; Android 4.0 or higher
  • • iPhone 4s and higher are supported

HOW DO I CHANGE THE PASSWORD WITHIN THE APP?

Login > Select device’s Menu button > Settings > Password

IS THERE A FASTER WAY TO LOGIN THAN TYPING MY FULL USERNAME AND PASSWORD?

Contact the Credit Union immediately (325-670-2429). We can research the transaction and verify the transaction. Sometimes merchants will process transaction under a parent company and you will not recognize the transaction as legitimate. If the alert comes during Credit Union’s non‐office hours, turn your card off until we can verity the transaction for you. You can turn your card on for a small window to complete transactions as you need and turn it off as soon as your transaction is complete to safeguard further non‐authorized transactions.

CAN THE APP BE CONTROLLED FROM A DESKTOP OR LAPTOP COMPUTER?

No, this is a mobile app and is controlled by a smartphone or iPad.

WILL CARDNAV WORK OUTSIDE THE U.S.?

Yes. If your phone works, the app will work.

DOES LOCATION FUNCTIONALITY DEPEND ON PHONE SIGNAL? AS AN EXAMPLE, I TRAVEL TO AN AREA OF TEXAS WHERE MY AT&T® PHONE HAS NO SIGNAL. IF SET TO ‘MY LOCATION’ WOULD THIS IMPACT USE OF MY CARD?

An alert is triggered or a control is initiated by in‐store transactions that occur outside of the area where your primary mobile device is located. The mobile device must have location services (GPS) enabled with permission to use the current location. If your phone is turned off, without cellular service, or does not provide GPS location coordinates it will use the last saved GPS location. However, if this situation occurs for more than eight hours, CardNav temporarily ignores the My Location policies. Transactions would not trigger alerts or control denials based on My Location preferences during this time; however an alert would be generated informing the cardholder that a transaction was conducted.

IS THERE AN ATM LOCATOR ON THE APP?

Yes. You will be able to search for “All” ATMs via a Google search in the app.

SETTING UP THE CONTROL FOR THRESHOLD

If you elect to turn‐on Threshold, you have to set a dollar threshold. If you leave the threshold at .00, all of your transactions will be denied because all of your transactions will exceed .00.

WHEN MY LOCATION IS ENABLED

you’ll need to make sure your smartphone’s settings allow apps to access to your location. If the GPS is disabled, your device is turned off, or you wander into a dead zone, CardNav will try to match your smartphone’s last known location to the merchant’s location. If they’re not close, the transaction may be denied.

OTHERS is a catch-all category in both Transaction and Merchant Type controls

If your purchase is being denied and you can’t figure out why, try enabling Others in both spots. - Select card image > control preferences > transaction type - Select card image > control preferences > merchant type

I’VE READ THE FAQ AND I’M STILL HAVING TROUBLE. CAN YOU HELP?

CardNav is designed to be a do-it-yourself security enhancement. We’re confident you’re going to love it once you learn the ins and outs. If you’ve read through this FAQ and are still having trouble, we’re happy to help. Call us at 325-670-2429 or 325-691-5104.

Troubleshooting

Here are some common questions and situations we have received from members regarding CardNav.

SETTING UP THE CONTROL FOR THRESHOLD

If you elect to turn‐on Threshold, you have to set a dollar threshold. If you leave the threshold at .00, all of your transactions will be denied because all of your transactions will exceed .00.

WHEN MY LOCATION IS ENABLED

you’ll need to make sure your smartphone’s settings allow apps to access to your location. If the GPS is disabled, your device is turned off, or you wander into a dead zone, CardNav will try to match your smartphone’s last known location to the merchant’s location. If they’re not close, the transaction may be denied.

OTHERS is a catch-all category in both Transaction and Merchant Type controls

If your purchase is being denied and you can’t figure out why, try enabling Others in both spots. - Select card image > control preferences > transaction type - Select card image > control preferences > merchant type

I’VE READ THE FAQ AND I’M STILL HAVING TROUBLE. CAN YOU HELP?

CardNav is designed to be a do-it-yourself security enhancement. We’re confident you’re going to love it once you learn the ins and outs. If you’ve read through this FAQ and are still having trouble, we’re happy to help. Call us at 325-670-2429 or 325-691-5104.