Cards

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Users can easily reduce the risk of potential fraud by locking or replacing the debit or credit cards associated with their account. 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.

In this article:

Lock a Card

Users can only lock or unlock cards in an active state, not a shipped state.

To lock a card and instantly block card usage:

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

To replace a card that has been stolen or damaged:

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