CardValet® FAQ

 

General CardValet® FAQs

 

CardValet® Registration FAQs

 

CardValet® Controls and Alerts FAQs

 

General CardValet® FAQs

What types of phones are supported by CardValet?

CardValet works with the most recent mobile operating software as well as two past generations of Android and iPhone devices.

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What Clear Mountain Bank cards are available within CardValet?

All Clear Mountain Bank debit cards work within CardValet, including personal debit cards, business debit cards, and health savings debit cards.

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How much does CardValet cost?

CardValet is a free service, however, message and data rates may apply.

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Can I unsubscribe from CardValet?

Yes, you can unsubscribe through the CardValet application via “Manage Portfolio.” To unsubscribe, uncheck all cards and accounts and tap OK.

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How long does the app stay logged in if I do not log out?

The app automatically logs you off after 10 minutes of inactivity.

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How will names appear on the card within the app?

Names are displayed as last name then first name (example: DOE JOHN)

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I forgot my password and my account is now locked. What should I do?

After three incorrect username or password attempts, your account will be locked for security reasons. To unlock your account, contact Clear Mountain Bank at 304-379-2265.

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What steps do I need to complete to register in CardValet?

  1. Visit your phone’s app store and download the CardValet app. Once installed, open the app.
  2. Decide whether or not you want to receive push notifications from CardValet. Click Yes or No. You can configure these notifications later in “Settings.”
  3. Click “New User.”
  4. Enter your debit card number. Click “Next.”
  5. Enter your card’s security code, expiration date, and the billing address that matches the card. Click “Next.”
  6. Enter the last four digits of your social security number. Click “Next.”
  7. Read and accept the terms and conditions.
  8. Read and accept the privacy policy.
  9. Click “Create Account.”
    1. Enter a Username.
    2. Enter a Password (must be 8-12 characters, one upper case, one lower case, one number, one special character).
    3. Enter your email address.
    4. Enter your full name. Click “Next.”

You can now login to CardValet.

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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.

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Can multiple cards be linked to one registered CardValet account?

Yes. Cardholders can register multiple cards within a single CardValet app. Additional cards can be added within the Menu>Manage Portfolio>Add Card screen.

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How many cards can you register within a single CardValet application?

There is no limit.

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When loading more than one card on a device, what type of information do I need in order to register each card?

You’ll need to enter the same level of detail entered for the original card. This information generally includes the card number, address, expiration date and CVV/CVC code. Additionally, secondary authentication may include the last 4 digits of the social security number or a security token sent via email. Multiple individuals can register the same card as long as they know the card details.

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You can download the card on multiple devices but are requested to indicate which device is primary. What is the purpose of assigning a primary device?

The primary device is used to track the GPS for “My Location” alerts and controls. The primary device also receives all merchant and threshold alerts.

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.

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Can you make changes to the settings from the non-primary devices?

Yes, all devices that have registered a particular card can view or change the CardValet settings for that card.

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As part of the cardholder registration process, CardValet prompted me to enter the amount of a PIN-based transaction performed in the past 72 hours. What if I don’t use PIN-based transactions? What if I just use my card as signature only?

In the event that a cardholder does not have an email or SSN on the cardholder record, the cardholder is 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.

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When I receive a reissued or replacement card, will I need 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.”

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Can I re-enroll in CardValet if I previously unsubscribed?

Yes. To re-activate after you have unsubscribed, you must register as a new user, which requires you to select a new user name and re-register.

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What exactly is the range of the “My Location” controls, and will this control setting impact internet transactions?

The “My Location” controls and alerts will check to ensure the merchant location is within a 5-mile radius of the device set as primary within CardValet. These controls impact in-store transactions only, so internet transactions are not impacted.
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If “My Location” controls are set but the primary device is off, will transactions get denied outside of the “My Location” area?

CardValet ignores location information that is more than 8 hours old. So, if the phone is off for more than 8 hours, “My Location” controls will not take effect, and the transaction will not be denied on the basis of the old location information.
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What happens if “My Location” controls are set but the phone is left at home? Will transactions be denied outside the “My Location” area?

CardValet performs a proximity check of ZIP code or city, so if the merchant is close to home then the transactions will still go through.
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Do the controls I set within CardValet override any existing Clear Mountain Bank controls on my debit card?

No. Clear Mountain Bank has existing controls on your debit card, such as daily and point of sale maximum transaction limits, as well as geographic controls. The bank’s controls override any controls set within CardValet. When traveling, remember to inform the bank of your travel plans to ensure that your debit card will work in that geographic location.
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Can I turn on “My Location” for a dependent’s card? How will it work?

“My location” is only effective for the enrolled user. To limit the dependent’s card, the user can use the “Region Location” feature. The user can set up to 3 regions using the map to designate the area. The regions are effective for all users with the same card number.
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A region has been set on the map. Does this 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 square miles. CardValet can typically map the transaction down to a ZIP code or city. If the city or ZIP code of the merchant overlaps with the selected region in the map, then the transaction can still go through. There are instances where a merchant location cannot be mapped down to a ZIP code or city, in which case CardValet will default to a state-level match.
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Will location controls, merchant controls, threshold controls, and turning the card off impact previously authorized recurring transactions?

No. Previously authorized recurrent payments will bypass the CardValet edit checks and will continue to process as usual.
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How long does it take for a control or alert setting to take effect?

Control settings take effect as soon as the “Updating information” message in the app stops.
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How do I turn on alert/control for an ATM transaction?

ATM transactions are categorized within the “Others” merchant type.
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How do I turn off notifications at certain times, such as when I’m sleeping?

You can set the “Do Not Disturb” time that will suppress notifications during the set time. Some notifications will still be delivered, for example, any transaction denial or any transaction that is an in-store authorization.
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Are the alerts sent as email or push notifications to the device?

CardValet alerts are sent as push notifications to the phone. The alerts also display under Messages in the CardValet app.
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If I set up multiple alerts and a transaction violates these alerts, will I receive a separate message for each alert?

No. The alerts are consolidated into one message. Example: if the message has violated Threshold and Location settings, then you will see only one alert and not multiple alerts.
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When is the low balance alert generated?

CardValet updates the balance under two conditions: 1) When you log into CardValet, and 2) When you tap “Refresh.” Even if the balance has fallen below the threshold that has been set, it is only updated when you log into the app or tap “Refresh,” which then triggers the alert.
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Why did I receive an alert for a denied transaction if it was not set?

Alerts are always sent for denied transactions, a deposit or refund, if a shared user changes a control setting, or if the card status changes.
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Does the app show recent transaction history?

Yes. The app shows last 50 card-based transactions posted within last 30 days.
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A threshold limit of $50 has been set, but I cannot fill gas in some stations. Why?

Some merchant types will preauthorize the card for an amount that may be larger than the actual transaction amount. In this instance the preauthorization amount must meet the threshold spend limit.
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A threshold limit of $50 has been set, but I can fill gas in some stations for more than $50. Why?

CardValet controls are only invoked during authorization of a transaction. If the gas station is preauthorizing with a minimal validation amount, such as $1.00, the actual transaction amount may exceed the limit.
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What type of transactions display in CardValet?

CardValet only shows the transactions that are performed with the card. It does not show the transactions that are done on the account without using your card, such as teller transactions or bill pay on the account.
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Will the balance be updated to include teller transactions?

The balance will be updated to reflect the teller transactions when the account processor supplies the updated balance. The balance is then updated the next time the user logs into CardValet.
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When does the 30 days of transaction history begin?

The 30 days of transactions begin when you register in CardValet. The app does not “look back” at transactions that occurred prior to you registering in CardValet.
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We want to hear about your experiences at Clear Mountain Bank. If you have a comment, suggestion, or just want to let us know about a great experience you had at your local branch, please send us your feedback using the form below. Don’t include any confidential personal information or account numbers in your comments. Please note that this form is for general comments only. If you have a question or problem that needs immediate attention, please visit the Contact page.

Clear Mountain Bank Mobile Deposit Agreement
PLEASE CAREFULLY REVIEW THESE TERMS AND CONDITIONS BEFORE PROCEEDING:

This Mobile Deposit Agreement (the “Agreement”) is entered into by Clear Mountain Bank (the “Financial Institution”) and you (the “Consumer”). The Agreement governs your use of the Mobile Deposit Service offered by Clear Mountain Bank (the “Service”).By enrolling to use the Service, you agree to be bound by the terms and conditions contained in this Agreement:

  1. Description of Service. Mobile Deposit allows you to deposit money into certain Clear Mountain Bank accounts with your mobile device camera using the Mobile Application or “Mobile App”. To use Mobile Deposit, you must be a Clear Mountain Bank account holder and have agreed to the Online Banking and Mobile Banking User Agreements. You must have been a customer of the bank for at least 30 days and your accounts must be in good standing. An example of an account in “good standing” is an account that has not had excessive overdrafts. Customers with Start Fresh accounts are not eligible. Additional qualifications may apply. You may transmit deposits to us electronically only from a mobile capture device located in the United States.
  2. Fees. You may make 5 mobile deposits within a monthly statement cycle with no fee charged. If you have more than 5 mobile deposits there may be a fee to use this service. If applicable, you agree to pay the fee for the Service as set forth in our fee schedule and as may be changed from time to time. Internet data usage rates may apply from your Internet service provider or mobile carrier.
  3. Equipment. To use Mobile Deposit, you must have a supported mobile device, such as a smartphone or tablet that is compatible with the Mobile Deposit APP, with a camera and a supported operating system, have a data plan for your mobile device, and download the App to your mobile device. We do not guarantee that all mobile devices and operating systems are compatible with the Service.
  4. Types of Checks. You can only deposit checks using Mobile Deposit, however, there are some checks that you cannot deposit. These include:
    1. Checks payable to any person or entity other than you, or to you and another party.
    2. Checks containing any alteration of which you know or believe to be fraudulent or not authorized by the owner of the account on which the check is drawn.
    3. Checks that are not in original form with an original signature, such as substitute checks or remotely created checks.
    4. Checks drawn on a financial institution located outside the United States.
    5. Checks not payable in United States currency.
    6. Checks or items on which a stop payment order has been issued or for which there are insufficient funds.
    7. Checks with any endorsement on the back other than that specified in this agreement.
    8. Checks stamped with a “non-negotiable” watermark
    9. Checks that are postdated, display a future date.
    10. United States Savings Bonds
  5. Endorsements and Procedures. You agree to restrictively endorse any item transmitted through the Services as “For CMB mobile deposit only”, or as otherwise instructed by Clear Mountain Bank. You agree to follow any and all other procedures and instructions for use of the Services as Clear Mountain Bank may establish from time to time.
  6. Receipt of Deposits. We reserve the right to reject any check transmitted through the Service, at our discretion, without liability to you. Clear Mountain Bank is not responsible for processing or transmission errors that may occur, or for deposited items that we do not receive.
  7. Cut-Off Times for Deposits. Deposits sent using Mobile Deposit may be “submitted” any time of day, weekend, or holiday. However, deposits received by us after the daily cut-off time for electronic deposits will be processed the next business day, provided that the deposit meets all requirements. Deposits submitted on holidays or weekends will also be processed the next business day, provided it meets all requirements. The daily cut-off time for electronic deposits is 6 pm and is subject to change without notice to you.
  8. Availability of Funds Deposited. Funds deposited through Mobile Capture will be available in two business days including the business day the deposit is processed. For example: If a deposit is made and processed on Monday’s business day, your funds will be available to you on Tuesday’s business day. However, deposits received by us after the daily cut-off time, of 6 pm, will be processed the next business day, and funds will be available on the second business day. Deposits submitted on holidays or weekends will also be processed the next business day, and therefore funds would be available on the second business day. For example: If a deposit is made on Friday after 6 pm, your deposit will be processed on the following Monday’s business day, and your funds will be available on Tuesday’s business day.
  9. Image Quality. The front and back images of an item transmitted to us must be legible. Items with poor image quality may delay the deposit process, and you may be instructed to deposit the check using other methods. You agree that we shall not be liable for any damages resulting from items with poor image quality, including those related to rejection of, or the delayed or improper crediting of such a check, or from any inaccurate information you supply regarding the check or item.
  10. Errors. You must notify us of any errors, or suspected errors, related to the items deposited through the Service as soon as possible after they occur, and in no event later than 60 days after the related account statement is sent. You can contact us by calling 304-379-2265 or by visiting a branch. Unless you notify us within 60 days, the account statement containing the deposits made through the Services is deemed correct, and you cannot bring a claim against us for any alleged errors.
  11. Deposit Limits. We may establish limits on the number of checks and/or the total amount of checks deposited using Mobile Deposit. These limits may change from time to time without notice. Items transmitted that exceed your limits may result in a rejection of the deposit.
  12. Destruction of Original Check. Upon confirming that you received full credit for the check deposited, you must destroy the check after 14 days by shredding or other means, or clearly mark “VOID” or “Electronically Deposited” on the front and back of the check. This prevents the check from being presented for deposit another time. You agree never to re-present to us or any other party a check or item that has been deposited through the Service. You will be liable for checks that are presented and/or deposited more than once
  13. Indemnity. You warrant to Clear Mountain Bank that:
    1. You will only transmit eligible checks and items that you are entitled to, and ensure that all checks and items include all required signatures.
    2. Images will meet Clear Mountain Bank’s image quality standards.
    3. You will not transmit an image or images of the same check or item to us more than once and will not deposit or negotiate, or seek to deposit or negotiate, such check or item with any other party.
    4. You will not deposit or re-present the original check for deposit.
    5. All information you provide to us is accurate and true, and that all transmitted images accurately reflect the front and back of the check.
    6. You will comply with this Agreement and all applicable rules, laws and regulations.
    7. You will use the Services only for your own deposits.

    You agree to indemnify and hold harmless Clear Mountain Bank from any loss for breach of this warranty provision or the terms of this Agreement.

  14. Security of Your Mobile Device. You are responsible for (i) maintaining the confidentiality and security of your Mobile Devices, access number(s), password(s), security question(s) and answer(s), account number (s), login information, and any other security or access information, used by you to access the Service, and (ii) preventing unauthorized access to or use of the information, files or data that you store, transmit or use in or with the Service. You agree not to supply your Access Information to anyone and to immediately notify us if you become aware of any loss, theft or unauthorized use of any access information, including your Mobile Devices. We reserve the right to deny you access to the Service if we believe that any loss, theft or unauthorized use of access information has occurred.
  15. Limitations. When using Mobile Deposit, you may experience technical or other difficulties that are
outside the control of Clear Mountain Bank. We are not responsible for damages that you may incur as a result of these difficulties or unavailability of the Service.
  16. Changes to the Service. We reserve the right to terminate, modify, add and remove features from the Service at any time in our sole discretion. You may reject changes by discontinuing use of the Service. Your continued use of the Service will constitute your acceptance of and agreement to such changes. Maintenance to the Service may be performed from time-to-time resulting in interrupted service, delays or errors in the Service and we shall have no liability for any such interruptions, delays or errors.
  17. Termination. We may turn off the service to you if we suspect fraud, if you misuse Mobile Deposit, have excessive overdrafts or returned items or for other reasons at our sole discretion. If you wish to cancel the Service, you must notify Clear Mountain Bank, and you must also discontinue using the Service at that time. You may notify us by e-mailing us at support@clearmountainbank.com or writing to Clear Mountain Bank, PO Box 205, Bruceton Mills, WV 26525, or telephoning us at 304-379-2265.
  18. Ownership and License. You agree that Clear Mountain Bank and its Third Party Service Providers, including Fiserv Solutions, Inc., retain all ownership and proprietary rights in the Service, associated content, technology, and website(s). You agree not to copy, disassemble, decompile, or otherwise reverse engineer any part of the Service, including the App. You may use the Service only for your own benefit. You may not copy, reproduce, distribute or create derivative works from the content and agree not to reverse engineer or reverse compile any of the technology used to provide the Service. In the event that you attempt to use, copy, license, sublicense, sell or otherwise convey or to disclose the App or any other part of the Service, in any manner contrary to the terms of this Addendum, we shall have, in addition to any other remedies available to us, the right to injunctive relief enjoining such actions.
  19. Third Party Beneficiary. You agree that our Third Party Service Providers, including Fiserv Solutions, Inc., may rely upon the provisions of this Agreement, including its disclaimer of warranties and any limitations of liability and that such Third Party Service Providers are, for the purpose of this Agreement, third party beneficiaries to this Agreement with the power to enforce this Agreement.
  20. Checks Returned Unpaid. You are solely responsible for verifying that Checks that you deposit by using the Service have been received and accepted for deposit by Clear Mountain Bank. Clear Mountain Bank will provide you with notice of any deposits that it is unable to process because Checks were returned unpaid by the paying financial institution. You agree to accept such notices at your address on file with us.In the event that the Bank credits your account for a Check that is subsequently dishonored and returned, you authorize Clear Mountain Bank to debit the amount of such Check plus any associated fees from the account. To the extent that funds in your account are insufficient to cover such amount, we shall debit the deficiency amount from any of your other account(s) with the Bank in our sole discretion. Our right to charge your account(s) will apply without regard to whether the Check was timely returned or whether there is any other claim or defense that the Check was improperly returned.You understand and agree that since the original Check is your property, it will not be returned and Clear Mountain Bank may charge back an image of the Check, an ACH debit, or other electronic or paper debit, as applicable, to your account. You further agree that any image that we charge back may be in the form of an electronic or paper reproduction of the original Check or a substitute check.

    You may not use the Service to deposit a substitute check and you may not deposit the original Check through the Service or in any other manner if you receive a dishonored Check. You agree to comply with any additional instructions we may provide to you in connection with returned Checks.

  21. LIABILITY. WE ARE ONLY RESPONSIBLE FOR PERFORMING THE SERVICE AS EXPRESSLY STATED IN THIS ADDENDUM. THERE IS NO GUARANTEE THAT ACCESS TO THE SERVICE WILL BE AVAILABLE AT ALL TIMES AND WE SHALL NOT BE LIABLE IF YOU ARE UNABLE TO ACCESS THE SERVICE. THE SERVICE IS PROVIDED “AS IS” AND, EXCEPT AS PROHIBITED BY LAW, WE AND OUR THIRD PARTY SERVICE PROVIDERS DISCLAIM ANY EXPRESS OR IMPLIED WARRANTIES CONCERNING THE SERVICE, APP, EQUIPMENT OR SOFTWARE, INCLUDING, BUT NOT LIMITED TO ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT OF ANY PARTIES’ PROPRIETARY RIGHTS. IN NO CASE SHALL CLEAR MOUNTAIN BANK OR ANY OF OUR THIRD PARTY SERVICE PROVIDERS BE LIABLE FOR ANY LOSS OF DATA, PROFIT, GOODWILL, OR SPECIAL, PUNITIVE, INDIRECT, EXEMPLARY OR CONSEQUENTIAL DAMAGES OF ANY KIND OR NATURE SUFFERED BY YOU ARISING OUT OF OR RELATED TO THIS ADDENDUM, THE APP, THE SOFTWARE, THE EQUIPMENT OR THE SERVICE WHETHER OR NOT SUCH CLAIM FOR DAMAGES IS BASED ON TORT OR CONTRACT OR WHETHER WE HAD BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR SHOULD HAVE KNOWN OF THE LIKELIHOOD OF SUCH DAMAGES, EXCEPT AS MAY BE REQUIRED BY LAW. IN STATES THAT DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR INDIRECT SPECIAL OR INCIDENTAL OR CONSEQUENTIAL DAMAGES, CLEAR MOUNTAIN BANK AND OUR THIRD PARTY SERVICE PROVIDERS’ LIABILITY IS LIMITED TO THE EXTENT PERMITTED BY APPLICABLE LAW.