Top Central Wallet® Questions

What is Central Wallet®? What does it do?

Central Wallet® is an app that allows you to control when and how your card is used. Additionally, the app allows you to setup alerts based on spend limits and merchant type. The app also gives you the ability to turn your card off and on in the event it is lost or temporarily misplaced.

Is there a charge for using the Central Wallet® service?

Central Wallet® is a free app that will give you the freedom of controlling when and how your card is used. Standard data rates may apply.

Does Central Wallet® work on Central Bank Debit, Credit, and ATM Cards?

Central Wallet® is effective for Central Bank Debit Cards ONLY.

Does Central Wallet® work on Android phones and iPhones?

Central Wallet® works with the most recent mobile operating software as well as two past versions of the software for Android and Apple iOS devices.

Can I use Central Wallet® on an iPad or Android based tablet?

At this time, Central Wallet® is not designed for use on tablets.

How long does the app stay logged in if you don’t log out?

The app automatically logs you off in 10 minutes.

How can I tell if my card is on or off?

The Card Details screen displays the card status (off/on) that you selected within the app (i.e. if you switch your spouse’s card to “off” and they also have the app, they will be able to see that their card is now “off”). However, if the status of your card is changed by the bank, this will not be reflected here. For example: if your card has been restricted for suspected fraud, Central Wallet® will still show your card as “on”. When your card has been restricted by the bank Central Wallet® will send you a message/push notification that the card has been restricted alerting you to the change.

What should I do if my card becomes lost or stolen?

If your card should become lost or stolen, you can use your Central Wallet® app to turn your card off immediately to prevent fraud. However, you will still need to contact the bank as soon as possible in order to complete the process of closing the card and having a new card issued.

Registration

What information do I need to have available when registering for Central Wallet®?

You will be asked for the card number, address, ZIP code, expiration date, CVV code, and the last 4 digits of the social security number associated with the card. If a social security number is not available for verification secondary information may be used to validate your identity. Secondary authentication includes: security token sent in an email, or the amount of a PIN’d performed in the past 72 hours.

What if I lock myself out while attempting to enroll for the Central Wallet® service?

If the requested information is entered incorrectly three (3) times your registration will be suspended for 30 minutes. After 30 minutes registration can be attempted again. If the information is entered incorrectly three (3) more times you will need to contact the bank to verify we have the correct information on file and have your registration reset.

What are the Central Wallet® password requirements?

Central Wallet® passwords must be at least eight (8) characters in length and must contain at least: one (1) upper case character, one (1) lower case character, one (1) number and one (1) special character.

If my address is longer than 20 characters – what should be entered?

Enter the first 20 characters of your street address.

Can multiple cards be linked to one registered Central Wallet® account?

You can register multiple cards within a single Central Wallet® app. Additional cards can be added within the “Manage Portfolio – Add Card” screen.

How many cards can I register within a single Central Wallet® application?

You can add an unlimited number of cards.

When adding more than one card, what type of information do I need in order to register each card?

You will need to enter the same level of detail entered for the original card. This information includes the card number, address, ZIP code, expiration date, CVV code, and the last 4 digits of the social security number associated with the card. Typical examples of multiple individuals registering one card include: parents and dependents; spouses; and employers/employees.

I’m registered, but, I have forgotten my password and now I’m locked out, what do I do?

Anytime your password and/or username is entered incorrectly, you will see a message that says “Login Failed. Please enter a valid username or password”. If the information is entered incorrectly three (3) times, the access will be locked out. Note: once you’re locked out, the same failed message will continue to display. To be unlocked and/or reset, you will need to contact us at 800-637-6884 during regular business hours.

When I receive a new card due to expiration, reissue, or replacement, will I have to update my card within the application?

Anytime a new card is issued, be it for expiration or replacement, you will need to “add” the new card to your profile. This can be accomplished by going to Menu > Manage Portfolio > Add Card. In addition, you may hide the old card by accessing Menu > Manage Portfolio and simply removing the check mark next to the card that you want to hide.

Does deleting the App cause me to be unenrolled from Central Wallet®?

No, if you would like to be unenrolled from the program please contact us at 800-637-6884 during regular business hours.

I can download the card on multiple devices but I am requested to indicate which device is “primary.” What is the purpose of assigning a primary device? Can I make changes to the settings from the non-primary devices?

The primary device is used to track the GPS for the “My Location” alerts and controls. All merchant and threshold alerts will be sent to this device. All devices that a particular card has been registered to can view or change the Central Wallet® settings for that card.

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 device 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.”

Controls and Alerts

What are Controls and Alerts? What is the difference between a control and an alert?

Controls can be used to restrict transactions based on certain parameters, whereas alerts are only notifications that a transaction has been conducted or attempted.  Controls facilitate the on/off Central Wallet® setting, as well as limiting usage based on merchant type, location, or transaction amount. Alerts can be set to notify you based on the parameters you chose regarding merchant type, location, transaction amount, or you may choose to be alerted for all card transactions.

What is the difference between the “My Location” control and the “My Region” control?

The “My Location” setting matches the cardholder’s location using the primary mobile device’s GPS and the merchant’s location based on the ZIP code or city that has been setup for the merchant. The “My Region” setting is established using city, state or ZIP code on an interactive map, this option does not require you to carry your primary device at all times.

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 five (5) mile radius of the device set as “primary” within Central Wallet®. These controls impact “card present” transactions only, therefore internet transactions are not typically impacted.

I swiped my card at a local merchant, but was still declined due to the “My Location” or “My Region” control, why?

There are some local merchants that use out of area processors for their card transactions, those transactions may be declined for these types of merchants if the “My Region” or “My Location” controls are active. Please deactivate this control and attempt the purchase again.

How exactly does the on/off feature work?

The on/off control within Central Wallet® will allow you to block transactions at any time for any reason. The on/off function will not affect transactions that were approved prior to the card being turned off or to transactions that have been setup as recurring.

I used my card over the phone and got declined due to the “My Location” or “My Region” controls, why?

If a merchant runs the charge as if it were an in-store manually entered transaction, it could be declined if the merchant is out of area. Please deactivate this control and attempt the purchase again.

If “My Location” is set but the primary device is off or has died, will transactions get denied outside of the “My Location” area?

If the device has been turned off or dead for more than one (1) hour, your transaction will not be declined for being outside of the “My Location” area. However, if your device has not been turned off or dead for at least an hour there is a chance that your card will get declined due to the “My Location” preference.

What happens if “My Location” is set but the phone is left at home? Will transactions be denied outside the “My Location” area?

Central Wallet® performs a proximity check at the granularity of zip code or city, so if the merchant is close to home then the transactions will still go through. However, if your phone is left at home and you are not close to home, your transactions may be declined.

A region has been set on the map. Does this mean the card can only be used in this region?

The region shows the approximate area where the card can be used. Central Wallet® 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 Central Wallet® will default to a state-level match.

Can I block all international transactions?

International transactions can be blocked using the “International” location control. Transactions will be limited to the United States. IF this option is selected, you will not be able to also use either the “My Location’ or ‘My Region” controls. Always contact the bank if you plan to travel outside of the country.

Will location controls, merchant controls, threshold controls, and turning the card “Off” impact previously authorized recurring transactions?

Previously authorized and recurring payments will continue to process and will bypass the Central Wallet® edit checks.

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.

How are controls established for various merchant types?

Specific merchant types have been created within Central Wallet®, and these merchant types can be used for controls or alerts via the “Alert Preferences” or “Control Preferences” screen. Each of the merchant types contains various merchant category codes (MCC). Merchant types currently supported include: Department Store; Entertainment; Gas Station; Grocery; Household; Personal Care; Restaurant; Travel; and Others. Please note that it is possible for a retailer to forward an MCC that may differ from the Central Wallet® merchant type classification. For example, a restaurant may be coded as a grocery store if it offers both services.

How can I turn off notifications at certain times such as when I am sleeping?

You can set the “Do Not Disturb” time that will suppress notification during the set times. Some notifications will still be delivered, for example any transaction denial or any transaction that is a card-present authorization.

Are the alerts sent as email or “push” notifications to the device?

Central Wallet® alerts are sent as push notifications to the phone, if they have been enabled. The alerts also display under “Messages” in the Central Wallet® app.

If I set multiple alerts and a transaction fits more than one of the alerts will I receive a separate message for each alert?

“Threshold” and “Location” alert settings, then you will see only one alert containing this information, not two alerts.

When is a low balance alert generated?

Central Wallet® updates the balance under two conditions: (a) when you log into Central Wallet® and (b) 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.

How often can my balance be refreshed?

Your balance can be refreshed every 30 minutes.

Will the controls effect transactions that have already been approve or those that are monthly, recurring transactions?

No, recurring transaction and transactions that were authorized before controls were set (including the on/off control) will not be impacted by Central Wallet®.

Transactions

Does the app show recent transaction history?

Yes, the app shows the last 50 card-based transactions posted within the last 30 days.

A threshold limit of $50 has been set but I cannot buy gas at some pumps. Why?

There are some merchant types that will pre-authorize the card for an amount that may be larger than the actual transaction amount. In this instance the pre-authorization amount is exceeding the threshold spend limit. If this happens to you, adjust/turn off the “Spend Limit” control or go inside and prepay for a specific dollar amount.

What type of transactions display in Central Wallet®?

Central Wallet® only shows the transactions that are performed with the card. It does not show those transactions that were completed on the account without using your card, such as teller transactions or bill pay on an account.

Will the balance be updated to include teller transactions?

The balance will be updated to reflect the teller transactions once they have posted to your account. The balance is updated the next time you log into Central Wallet® or tap refresh.

What transactions make up the Spend Total and Balance displayed within Central Wallet®? How do these two features function?

The Spend Total is made up of all card based transactions conducted on all the cards you have added into Central Wallet®, this total resets monthly and can be useful in tracking your spending and budgeting. The balance displayed is your available balance and is refreshed each time you login to Central Wallet®, or, when you tap the refresh icon. However, we recommend using your CentralMOBILE app in order to obtain your balance including all pending transactions.

Controlling Other Cards

If a parent registers a card for a child, what stops the child from changing the controls placed on the card?

Each person who registers a card will have access to controls and alerts for the card. In many cases, the child will not know about Central Wallet® unless the parent shares the information. However, if a change is made, the other registered cardholder will receive notification of the change.

If I register my employee’s card and add controls and/or alerts, what will stop my employee from making changes to my selections? How will I know if they do?

Each person who registers a card will have access to controls and alerts for the card, and, there is nothing to stop your employee from registering their card if they have access to all the registration criteria.. However, anytime a change is made, the other cardholder who is also registered (you) will receive notification of the change.

Can I register my spouse’s debit card?

You can register your spouse’s debit card and add controls and alerts. Your spouse can also signup for Central Wallet® and add/change their controls and alerts as well. If you are both enrolled, each of you will receive an alert anytime the other makes any change(s).

Can I turn on “My Location” for a dependent’s card? How will it work?

“My Location” is only effective for the enrolled user only. To limit the dependent’s card, you can use the “My Region” feature to set usage preferences for where the card can be used. Set location preference to “Region” in the drop down menu, then “Add” a “New Region” to set the map to the area where the card may be used.

Central Wallet® Traveling

If I use Central Wallet®, do I still need to alert the bank when I travel?

Central Wallet® gives you an added layer of security, but, it does not supersede the security features that are already in operation. For your protection, you should always advise the bank of your travel plans.