Cards

At this time, replacing cards and customizing card images are only available to institutions using PSCU card processing. If your institution does not use PSCU, your users can only lock or unlock cards.

Users can easily reduce the risk of potential fraud by locking or replacing the cards associated with their accounts. The Cards feature is available on web and mobile, and there are two ways Cards can be enabled in Digital Banking:

• Card Network Integrations – Your financial institution relies on an integration with a major credit card network to enable this functionality, such as Mastercard. When controlling a card using this method, the result is immediate.

• Core Banking Systems – The card control functionality is built into the core banking system. The following cores have built-in card controls: Symxchange, Corelation, and Silverlake. When controlling a card using this method, the result may not be immediate if the core is in "memo mode" or there is a core outage.

Note: Users can lock or unlock ATM, debit, or credit cards. Users can replace debit or credit cards only, not ATM cards.

In this article:

• Lock a card

• Replace a card

• Card Communications

• Custom Card Images

Lock a Card

Users can only lock or unlock ATM, debit, or credit cards in an active state. Cards in a shipped state cannot be locked or unlocked.

To lock a card and instantly block card usage:

1. On the web app, select Tools > Cards, or under the name menu, select Settings > Cards.
   

   On the mobile app, select More > Cards.

   

2. On the page that appears, the user’s available cards display.

   To update the formatting and card images displayed to users on the Cards page, from the Admin Platform, go to Configurations > Institution Settings > Card images and their formats.

3. On the web app, select Manage, and in the side panel that appears, select the Lock card toggle.
   On the mobile app, select a card, then Lock card.
   
   The card appears locked on the panel and cards list.
   

   
   To instantly unlock a card on the web app, from the Cards page, select Manage > Unlock card. On the mobile app, select More > Cards > select a card > Unlock card.

Replace a Card

Users can only replace debit or credit cards, not ATM cards.

To replace a card that has been stolen or damaged:

1. On the web app, select Tools > Cards, or under the name menu, select Settings > Cards. On the mobile app, select More > Cards.

2. On the page that appears, the user’s available cards display.

   To update the formatting and card images displayed to users on the Cards page, from the Admin Platform, go to Configurations > Institution Settings > Card images and their formats.

3. On the web app, select Manage, and in the side panel that appears, select Replace card.
   On the mobile app, select a card, then Replace card.
   
   
   

4. Select one of the following options:

   1. My card was lost – We immediately cancel the lost card and issue a replacement with a new card number.

   2. My card was stolen – We immediately cancel the stolen card and issue a replacement with a new card number.

   3. My card was damaged – We issue a replacement card with a new number. The user can keep using the damaged card and must contact your institution to cancel the old card when the new card arrives. If it doesn’t arrive, the user can reorder the same card after 7 days.

   4. I never received my card – We immediately cancel the lost card and issue a replacement with a new card number.
      
      

5. If your financial institution requires two-factor authentication, a prompt follows asking the user to select a method to verify their identity and select Continue.
   
   The user must enter the verification code they receive in the Verification code box and select Continue.
   
   

6. Once their identity is verified, a confirmation page appears confirming the new card details. Users must contact your institution if their mailing address is incorrect. Select Submit to finish.
   
   

7. A confirmation message appears. The physical card will arrive in 5-7 business days.
   
   Lost, stolen, and never-received cards are immediately removed from the Cards page, and a new replacement card will eventually appear on the Cards page (this timing depends on the processor and the core; it will not be instant).
   

   
   For damaged cards, the active card remains on the Cards page and is marked as damaged. If the damaged card replacement doesn’t arrive, the user can reorder the same card after 7 days.
   

Card Communications

For details on the email notifications sent to users who replace a card, go to End-User Communications - Cards.

Custom Card Images

Your institution can customize the card images shown to users on the Cards page in Digital Banking.

To do this:

1. In the Admin Platform, go to Configurations > Institution settings > Card image overrides > Add item.

2. Complete the following fields:

   1. Bin – The first 6 numbers of a card unique to your institution. This identifies which image shows for each card type.

   2. SVG – The Scalable Vector Graphics code for the card image. See SVG Guidelines below to ensure your image renders correctly.
      To get the SVG code:

      1. Use a tool to export the image to SVG file format, for example, Adobe Illustrator or Figma.

      2. Open the SVG image in a text editor to get the code, for example, Notepad++ for Windows or TextEdit for Mac (note that TextEdit must be in Plain Text mode to edit SVG files).

      3. Copy/paste the code into this SVG field in the Card image overrides setting.
         

   3. is_card_number_on_front – This is a legacy setting and not used for the current Cards feature

   4. card_text_color – This is a legacy setting; the current Cards feature only supports white text (#FFFFFF) by default

   5. Name – The name of the card that appears on the Cards page, for example, “Standard Rewards”
      

3. Scroll down to add a note about the change in the Note field, then select Save Changes.

SVG Guidelines

Follow these guidelines to ensure your image renders correctly in Digital Banking:

• Do not use a Visa logo (we already include this)

• Do not use an institution logo or text in the upper left or right corners

• The dominant background color must be accessible for white text (#FFFFFF). Use this contrast checker from WebAIM to check for color accessibility.

• Use a minimal pattern or low-contrast pattern that does not interfere with text legibility

An example of a card image that follows the above guidelines:

This is how that image appears once added to Digital Banking: