How do I install Trusteer Rapport?

On our website, go to Personal menu and select Protect Yourself. Under the Trusteer section, choose Click here for more information.

How can I tell that Trusteer Rapport is working?

You should have a Trusteer Rapport icon in your browser's address bar. It will be a small box that is green or grey. For a webpage that is protected by Rapport, the icon will be green and for an unprotected page, the icon will be grey.

Which browsers and operating systems are supported by Trusteer Rapport?

Windows Operating Systems - On Windows Vista, 7 (SP1), 8, 8.1, 10 and Server,
IBM Security Trusteer Endpoint Protection (Rapport) supports:

  • Internet Explorer 8, 9, 10
  • Internet Explorer 11 - on Windows 7, 8.1, 10
  • Google Chrome 49 (Vista only)
  • Google Chrome 56, 57, 58
  • Firefox (32bit) 51, 52, 53
  • Firefox ESR (32bit) 45, 52
  • Microsoft Edge with EdgeHTML 12, 13, 14

Mac OS X - From Mountain Lion (10.8) to Sierra (10.12),
IBM Security Trusteer Endpoint Protection (Rapport) supports:

  • Safari 7, 7.1, 8, 9.1, 10
  • Firefox (64bit) 50, 51, 52
  • Firefox ESR (64bit) 45, 52

I can’t see the Trusteer Rapport icon next to the address bar - what does that mean?

If the Rapport icon is no longer visible:

  • You may have removed the icon – either go to www.trusteer.com for support or locate the setting under the Trusteer Endpoint Protection program on your computer, then Trusteer Endpoint Protection Console.  Next go to Address bar icon click show. Restart your browser (close all open browser windows and open a new window).
  • Your browser may not be supported – see current supported browser list at www.trusteer.secure.force.com
  • Rapport is not running – go to Start then All Programs then Trusteer Endpoint Protection then Start Trusteer Endpoint Protection.
  • If you still experience issues, go to the Rapport Console under Trusteer Endpoint Protection under your programs and click Report a Problem

Why might the Trusteer Rapport icon not appear on my Mac?

  • You might need to restart your computer after the installation/update process
  • You operating system might not be supported – see question above
  • If you are using PC Tools iAntivirus or Application Enhancer (found in System Preferences) – these are not compatible with Trusteer Rapport
  • Your browser may be set to automatically open on start-up preventing Rapport’s insertion – go to Trusteer.com/support and type your question in the “Ask a question” navigation bar. 
     

Are there any known conflicts between Trusteer Rapport and other security products?

Trusteer Rapport is fully compatible with most other security software. However, some third party products require additional action to avoid conflicts. If you need assistance, please go to Trusteer.com/support and type the above question in the “Ask a question” navigation bar.

Why can't I protect new websites in Google Chrome?

Normally, when you click a grey Rapport icon in the browser's address bar, you're presented with the option to protect the site you’re currently browsing. If you are attempting to protect a site on Google Chrome and you receive an error type message, go to Trusteer.com/support/report-problem.

How can I verify the Google Chrome Rapport extension is installed and enabled?

  • On the browser toolbar, click the Chrome menu icon
  • Click More tools and then click Extensions
  • Verify that the Rapport extension if on the list and enabled
  • If the extension is not installed, go to Trusteer.com/support and type “How to enable Google Chrome Rapport extension” in the “Ask a question” navigation bar.

How do I uninstall Trusteer Rapport?

For detailed support relating to your particular browser, please visit Trusteer.com/support and type the above question in their “Ask a question” navigation bar.

What should I do if I suspect my card/account number has been compromised?

You should always review your account activity and recent transactions to be certain that they are yours. Verify that a single, unfamiliar charge is not an error by contacting the merchant. Report any suspicious transactions to us immediately at 1-800-697-0049 or by visiting your local branch. You can view your account statements online anytime at Heartland.Bank or via the Heartland Bank Mobile Banking app. You will not be held liable for fraudulent charges on your account if they are reported in a timely fashion.

What can I do to protect my card and account information?

  • For added protection, sign up for Card Valet, a free service that monitors debit and credit card transactions and sends alerts regarding your card activity
  • Always know where your card is - call us immediately if lost or misplaced
  • Monitor your account activity regularly to help identify fraud
  • Consider signing up for eStatements to help reduce the risk of mail fraud

What should I do when I receive my new card?

  • For recurring payments or service providers who have your old card number on file, provide those companies with your new card number and expiration date
  • Destroy your old card and activate your new card immediately with your new Personal Identification Number (PIN)
  • Consider a new PIN
  • If you notice any unfamiliar charges on your account, please contact us immediately.

There seems to be card breaches all the time. How do I know if my card has been affected?

Although card account data may be compromised in any incident, it does not mean that data related to your account was taken, or that fraud has occurred on your account. Please be assured that we are actively monitoring the activity on your account and continuing to work to protect you from fraud. As always, please review your monthly and/or online statement carefully and notify us immediately if you see any suspicious activity.

Should I cancel my card?

If we are notified that your card may have been compromised, Heartland Bank may reissue your card to you automatically. It is important to monitor your account activity and report any suspicious activity immediately. If you would like to have your card reissued for peace of mind, you may do so by calling 1-800-697-0049

If a data breach occurs, will I automatically receive a new debit/credit card?

If your card is identified as one that may have been compromised due to a data breach, a replacement card may be reissued to you. At your request, a new card can also be reissued as an extra precaution by calling Client Services at 1-800-697-0049.  There is no charge to have your card reissued.

Should I reset my PIN?

If you receive a new card due to a data breach, you should choose a new PIN on the reissued card as an added layer of protection.

What are you doing to protect my personal account information?

Working with Visa, Heartland Bank offers consumers multiple layers of security protection against fraud. Please review your monthly and/or online statement carefully and contact us immediately if you see any suspicious activity.

What should I be doing to protect my personal information?

  • Review your bank statements monthly
  • Let us know if your phone number changes
  • Monitor your account balances and transactions
  • Contact us immediately if your card is lost, stolen or subject to fraud
  • Memorize your PIN and never share it
  • Always keep your receipts
  • Cross out all blank spaces on debit slips including tip lines
  • Know your limits as we may limit daily purchases and withdrawals for your protection
  • Scrutinize ATMs for suspicious skimming devices
  • Tell us when you plan to travel and where
  • FYI: the Electronic Funds Transfer Act protects consumers from losses due to debit card fraud if you report fraud in a timely fashion

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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