Does Mobile Banking work with all wireless carriers?

Yes. There are no restrictions on cell phone carriers.

How do I get enrolled for Mobile Banking access?

Frist, you must be enrolled in Online Banking.  If you are, simply log in to Online Banking and select the Mobile Banking.  Read and accept the disclaimer, complete the required information, then click “Enroll.”

I lost my cellphone. How do I stop access to Mobile Banking?

Log in to Online Banking and select Mobile Banking. Then make your choice as to “Disable” or “Un-enroll” from Mobile Banking.

If I don’t have a data package or internet access on my mobile device, can I still use Mobile Banking?

Yes. If your mobile device is set up with SMS text message service, you can still interact with Mobile Banking through text messages.

Is Mobile Banking secure?

Yes. Mobile Banking uses the same multi-factor authentication security as your Online Banking account. You will be asked to answer one of your Online Banking security questions every time you log in to Mobile Banking because most cellphone browsers can’t store cookies.

Are transfers made between Heartland Bank accounts via Mobile Banking immediate?

Yes. Transfers made via Mobile Banking are immediate.
 

What if I think my Mobile Banking has been compromised and it is after hours?

You can disable or un-enroll your Mobile Banking access from your Online Bank account by logging into Online Banking and selecting Mobile Banking.

What is the difference between Un-enroll and Disable mobile access?

“Un-enroll” will delete your Mobile Banking information from the system and you will be required to enroll again if you want to use the Mobile Banking feature. “Disable Mobile Access” simply disables the use of Mobile Banking, but retains your Mobile Banking information on the system. After you disable your mobile access, the button will change to “Enable Mobile Access” in Online Banking.

What if I need help?

Please email us at info@heartland.bank or call Client Services at 1-800-697-0049.

Is Heartland Mobile Deposit safe?

Deposits made via our mobile app are protected according to the highest financial industry standards. Security features include password protection, multi-factor authentication, internet firewalls and 128 bit encryption. Making a deposit with your phone is as safe as using Online Banking.

How do I deposit a check via the Heartland Bank mobile app?

  • Choose Deposit from the menu listing
  • Choose Deposit Check on the screen
  • Select the checking account into which you want to deposit the check
  • Enter the amount of your check
  • Endorse the back of your check with your signature and For Mobile Deposit Only
  • Snap pictures of the front and back of your check
  • Choose Make Deposit and you will receive an onscreen confirmation that your check was deposited successfully

What are the cut-off times for Heartland Mobile Deposit?

Acceptable cut-off times for Heartland Mobile Deposit are Monday-Thursday at 5:00 pm and Friday at 6:00 pm.

Why am I unable to deposit my check?

  • Folded or torn corners
  • Front image is not legible
  • Routing and account numbers are unclear
  • Image is too light or too dark

Why do I receive SMS text message errors when I try to request my account balance or transactions?

Mobile Banking’s SMS text message service requires each account in Online Banking to have a nickname.  If you have not named your accounts, you will need to in order to use this service. When creating nicknames in Online Banking, use only alpha and numeric characters. Keep them short as you will be using them to text.

I have an auto-signature attached to each of my sent text messages. Will my signature cause errors when texting commands to Mobile Banking?

Yes. The system will think the signature is part of the account nickname and return an error. Disable the text message auto signature feature before you send text inquiries to Mobile Banking.

Are SMS text commands case-sensitive?

No.  Whether you text BAL or bal, you will receive a response with your account balance information.

What should I do if I don’t get a response to a SMS text request?

Confirm that you sent your request to 469228.  Be sure to check keywords and any additional information required (nickname, command, etc.).

Does CardValet work on Android phones and iPhones?

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

Does CardValet reflect the card status?

Yes, the Card Details screen displays the Card Status.

Does CardValet work for ATM cards?

No, CardValet currently supports debit and credit cards.

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

The app automatically logs you off in 10 minutes.

How will my name appear on the card within the app?

Names are displayed as your last name then first name (e.g. SMITH JOHN.)

What does password reset token mean?

Heartland Bank does not use tokens, so when you request a reset, you will receive an email with a temporary password.

Why are the withdrawal and purchase limits not displayed in the Card Details screen?

We are currently not able to display these fields.

As part of the registration, CardValet may ask you to enter the amount of a Pin-based transaction from the past 72 hours. What if I didn't make a PIN'd transaction? What if I simply signed?

In the event that you do not have an email or SSN on your cardholder record, you will be requested to perform a PIN-based transaction. The amount entered is compared to your historical transaction data. The PIN-based transaction may be performed at an ATM or by making a purchase.

Can multiple cards be linked to one registered CardValet account?

Yes, you can register multiple cards within a single CardValet app. Additional cards can be added within the “Manage Portfolio - Add Card” screen. Only the standard Heartland Bank card design will appear.

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

There is no limit.

If I (as a parent) register a card for my child, what stops my 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 CardValet unless you share the information.

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. On the login page, the logo of the last logged-in financial institution appears.

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

You should enter the first 20 characters of the street address.

What are the CardValet password requirements?

CardValet 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.

When I receive a reissued or replacement card, will I need to update my cards within the application?

Yes. If the card number is new, then you must “add” the new card number to your profile. In addition, you may delete the old card by accessing Settings > Manage Portfolio.

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

You need to enter the same level of detail entered for the original card. This information generally includes the card number, address, ZIP code, expiration date, and CVV/CVC code. Secondary authentication includes: security token sent in an email, last 4 digits of your social security number, or a PIN’d transaction amount performed in the past 72 hours. Multiple individuals can register the same card as long as you know the card details. Typical examples of multiple individuals registering one card include: parents and dependents; spouses; and employers/employees.

I can download the card on multiple devices, but I'm asked which device is "primary." Why assign 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 “My Location” alerts and controls and all merchant and threshold alerts will be sent to the primary device. All devices that have registered a particular card can view or change the CardValet 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 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.”

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

The region shows the approximate area where the card can be used. 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.

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

CardValet alerts are sent as push notifications to your phone. The alerts also display under “Messages” in the CardValet app.

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 your dependent’s card, you can use the 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.

Can I block all international transactions?

Yes. International transactions can be blocked using the “International” location control. Transactions will be limited to the United States.

How are controls established for various merchant types?

Specific merchant types have been created within CardValet, 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). Please note that it is possible for a retailer to forward a MCC that may differ from the CardValet merchant type classification. Merchant types currently supported include: Department Store; Entertainment; Gas Station; Grocery; Household; Personal Care; Restaurant; Travel; and Others.

Can I turn the low balance alert off?

The low balance alert is controlled on a cardholder level. It cannot be turned off by client/card prefix.

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

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

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.

If I set 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. For example, if the message has violated “Threshold” and Location settings, then you will see only one alert and not multiple alerts.

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

CardValet ignores location information that is more than one (1) hour old. So, if your phone is off for more than an hour, My Location controls will not take effect, and the transaction will not be denied on the basis of the old location information.

If I have set an alert for international transactions and no controls are set, will I receive alerts for all international transactions regardless of whether the transaction is blocked or successful?

Yes, an alert is generated regardless of whether or not a control preference is set.

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 CardValet. These controls impact “card present” transactions only, therefore internet transactions are not impacted.

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

CardValet performs a proximity check at the granularity of zip code or city, so if the merchant is close to home, the transactions will still go through.

When is a low balance alert generated?

CardValet updates the balance under two conditions: (a) when you log into CardValet and (b) when you tap “Refresh.” Even if the balance has fallen below the threshold that you set, it is only updated when you log into the app or tap “Refresh,” which then triggers the alert.

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

Previously authorized recurrent payments will continue to process and will bypass the CardValet edit checks.

A threshold limit of $50 has been set and now I can’t fill gas in some stations. Why?

There are some merchant types where a merchant will pre-authorize the card for an amount that may be larger than the actual transaction amount. In this instance, the pre-authorization amount must meet the threshold spend limit.

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. In some cases, such as Gas Stations, a card may be tested for validity by doing a $1 pre-authorization, and the actual transaction amount is charged to the card after the transaction. Some gas stations will pre-authorize for a maximum amount, e.g. $126, and some gas stations will check validating, e.g. $1. In the latter case, the actual transaction amount may exceed the limit, while in the former case, an authorization may be denied.

Does the app show recent transaction history?

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

What type of transactions display in CardValet?

CardValet only shows the transactions that are performed with your 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 an account.

Why are balance inquiry transactions generated when I log on to the CardValet app?

When you log on to the CardValet app, a Balance Inquiry transaction is performed to retrieve and display the balance. A balance inquiry is performed on every account listed in the cardholder record. The app will not initiate more than one balance inquiry within 30 minutes even if you press the Refresh button.

Will the balance be updated to include teller transactions?

Your balance will be updated to reflect teller transactions if the account processor supplies the updated balance. The balance is updated the next time you log into CardValet.

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