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FAQ

 

Debit Cards

What should I do if my ATM or Debit card is lost or stolen?
Call Carson Bank, immediately, at (316)777-1171. If card is lost or stolen and Carson Bank is closed, dial (800)236-2442 and the processor will close your card. If your card is stolen and fraudulent transactions were run against your debit card, before the debit card was closed, contact Carson Bank and a Customer Service Representative will instruct you on the necessary steps to take.


How long does it take to receive an ATM or Debit card?

Approximately 10 days. Your PIN number will arrive in about a week, then 3 or 4 days later, your card will arrive.


Can I change my PIN number for my ATM or Debit card?

You can change your PIN number at any one of our Carson Bank ATM locations. Key in your existing PIN number then select the option to “Change Your PIN”. Key in your new PIN number and your number will be changed. If your spouse also has the same debit card number on their card, the PIN number will be changed on their card as well.


What are the limits on my debit/ATM card?

Limits on debit cards are $2,000/day for debit transactions (keying in a PIN number), $3,000/day for credit transactions (requiring a signature), and $500/day cash at an ATM.  ATM cards are limited to $300/day.

Where are Carson Banks ATM’s located?
Carson Bank offers an ATM at each of its four locations and also offers free access to one of the largest ATM networks in the Midwest. Visit UltraSF ATMs for ATM locations

I am currently traveling and my card was declined, why?  Carson Bank has fraud monitoring in place on debit cards to help protect customers from potential fraud on their cards.  If you will be traveling, please take a moment to contact Carson Bank and we will place the dates and locations on our system so you will not experience any interruption of service.

Does Carson Bank take steps to notify me of possible fraudulent transactions on my debit card?  Yes, Carson Bank utilizes a method to help protect cardholders by immediately alerting them of potential fraud on their cards.  Carson Bank will use SMS Text Messages, Voice Mail, or Email alert notifications to notify cardholders. You will be prompted to respond to us.    

                                                                                                            

Online/Mobile Banking

How do I enroll in Online Banking Bill Payment?
Personal account holders can enroll in online banking directly from a link on our home page of carsonbank.com.  Business account holders may contact a Customer Service Representative to help with enrollment.  Both of these services come will bill payment as an option. 

Is there a cost for Online Banking and Bill Payment?
Personal online banking and bill payment is offered at no charge. Business online banking with access to view accounts, view account history, make transfers and pay bills is offered at no charge.  Business online banking may have fees associated if utilizing features to pay employees by direct deposit or making multiple collections or payments.

What do I do if I have forgotten my online banking password?
Personal account holders go to the Login link for Online Banking and enter your User ID and click Continue.  When you are presented with the Password screen, click the link below the Password box that says “Forgot Your Password?” and it will walk you through resetting your password.  If you have trouble or are a Business account holder, you may contact a Customer Service Representative for assistance at 316-777-1171.

How do I enroll in Mobile Banking and Mobile Deposit?
Download the Carson Bank App from either iTunes for iPhones or Google Play for Android devices.  One of the features that can be utilized with Mobile Banking is to make a deposit by taking a photo of the check and depositing through the App. These products are offered at no charge.


Apple Pay/Samsung Pay/Android Pay

What does the setup process involve for Apple Pay?
The cardholder can add their card in a few easy steps. The process for adding a card will be different, for the iPhone 6 or iPhone 6 Plus:

1. Open Wallet and tap the plus sign.

2. Position your card in the camera frame to automatically enter your card information.

3. Enter the security code found on the back of your card, and fill in any remaining fields.

You may also be prompted to call in and verify your identity.

How does Apple Pay secure the transaction?
With Apple Pay, instead of using your actual debit card number when you add your card, a unique Device Account Number is assigned, encrypted, and securely stored in the Secure Element, a dedicated chip in iPhone or iPad. When you make a purchase, the Device Account Number, along with a transaction-specific dynamic security code, is used to process your payment. So your actual debit card number is never shared by Apple with merchants or transmitted with payment. And unlike credit cards, on iPhone and iPad every payment requires Touch ID or a passcode— so only you can make payments from your device.

How do Samsung Pay and Android Pay secure the transaction?
Samsung Pay and Android Pay use a security provision and utilize the Cloud to secure token services. Samsung Pay and Android Pay do not store the account or card numbers on the device, instead they use a token code for transactions. Each time a purchase is made, the Samsung Pay / Android Pay handset sends two pieces of data to the payment terminal. The first is a 16-digit token that represents the debit card number, while the second piece is a one-time code or cryptogram that’s generated by the phone’s encryption key.

What if the cardholder loses their Samsung phone?
Samsung Payments can’t be made from your phone without being authorized via fingerprint or the PIN chosen during the setup process. If they register with Samsung’s Find My Mobile service, they can remotely erase information on the phone, including any cards stored in Samsung Pay.

What does the setup process involve for Android Pay?
Add your card issuer to Android Pay device in five easy steps:

1. In the Android Pay app on their device, touch the + 0sign to add a credit or debit card to pay using the phone device.

2. Position the credit/debit card in the camera frame to automatically enter the card information.

3. Enter the security code found on their card and provide additional information as required.

4. Accept the terms of service and set their screen lock. (Activating Device Administrator is part of the Android Pay setup process.)

5. If requested, follow any additional steps to verify their card.

What if the cardholder loses their Android phone?
If their Android device becomes lost or stolen they can use Android Device Administrator to lock it remotely, create a new password, and wipe their personal information from it. We also recommend they notify their mobile carrier and promptly call the customer service number on the back of their card. They should mention they added their card to Android Pay, so the card issuer can disable the card for use with Android Pay. If they locate their device, they will need to add their card back to Android Pay before making any Android Pay purchases.

I log into Online Banking and receive a Secure Authentication Message. What does this mean?
This is an additional layer of security.  You will be asked to select a phone number, listed on the screen, where you will be contacted either by text message or phone call.  You will be given a security code that you will need to enter in order to proceed. 

How do I set up Personal Account Alerts?
From within your online banking, go to Customer Service, Contact Options, Add an Alert. You can set up to be notified for various things such as your account reaches a minimum or maximum balance,  a transfer is made, a certain check clears your account, or a certificate of deposit has matured.

Why am I not able to transfer between accounts, online?
In order to transfer between accounts, online, the transfer relationships need to be set up. Please call Carson Bank at (316)777-1171 and we will be happy to set those relationships up for you.


Is there a way I can access my statements without receiving a paper copy?

Yes! If you are enrolled in our Online Banking system, you can change your delivery method.  Once logged into Online Banking, click on Customer Service – Change Statement Delivery Method – set the drop down menu to Online, agree that you have read the Terms/Agreements, then click the Submit button.
 

                                                                                                         

Identity Theft

What are some sources to help when I have been a victim of identity theft?
You may visit any or all of these sites for information to help when you have been a victim of identity theft: 

http://www.ftc.gov/bcp/edu/microsites/idtheft/


http://www.ssa.gov/pubs/idtheft.htm


http://www.usdoj.gov/criminal/fraud/websites/idtheft.html

What are some things I can do to help prevent identity theft?
Inspect your credit report. Credit reports contain information about you, including what accounts you have and your bill paying history.

  • The law requires the major nationwide consumer reporting companies - Equifax, Experian, and TransUnion - to give you a free copy of your credit report each year if you ask for it.
  • Visit www.AnnualCreditReport.com or call 1-877-322-8228, a service created by these three companies, to order your free credit reports each year.

    You also can write: Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA. 30348-5281.

Inspect your financial statements. Review financial accounts and billing statements regularly, looking for charges you did not make


Overdraft Help

What do I need to know about protecting myself from overdrafts?
New payment systems mean new and faster clearing of checks. “Float” – the time between making the payment and when the money is removed from your bank account, has been substantially reduced. What used to take 3-7 days can now be done in hours. The best advice: To avoid bounced checks and overdraft fees, make sure you have enough money in your account when you initiate a payment. Good account management is the key to avoiding bounced checks and overdrafts

What are some overdraft protection measures I can take?
Carrying a Cushion – Making sure you have more money in your account than you will spend is the best way to avoid overdrafts.

Monitoring Your Balance – When in doubt about a payment, check to see if you have the money to cover it.  Keep up-to-date records of your payments.  You can easily check your account by phone, ATM, or online.  Knowing your personal balance and what transactions have been authorized but have not yet cleared your account are very important to know in avoiding overdrafts.

Establish a savings account or line of credit - Carson Bank offers savings accounts and/or lines of credit that may be used to avoid overdraft fees.  A savings account can be tied to your checking account and automatically transfer funds to your checking account in the event it becomes overdrawn.  A small $2 fee is assessed, but saves you larger overdraft fees.  A line of credit may also be established to automatically transfer to your checking account.  You would need to qualify for a line of credit and interest would be assessed.

Please contact any of our customer service representatives M-F from 8am-5pm for further details.

For more information, please click on this link:
Overdraft Protection & Your Bank

 

General

If I make a deposit on Saturday, when will my funds be available?
Transactions are not processed on weekends so Saturday and Monday transactions are processed as same day transactions. Because of this, funds will be available Tuesday morning. If Monday is a holiday, transactions will be processed on Tuesday evening and funds will be available Wednesday morning.


SecurLOCK Equip

What is SecurLOCK™ Equip?
SecurLOCK Equip is a new mobile app that allows you to control how, when and where your debit cards are used. It is a simple and secure way to manage and monitor your payment transaction activity. SecurLOCK Equip can help keep your payment cards safe and provide instant notifications whenever your card is used.

What is required to use it?
SecurLOCK Equip requires you have a debit card account issued from Carson Bank. You will also need an Apple or Android smartphone. After downloading the app you will be instructed to enter your full account number then other authentication information. Once registered you can begin using the app immediately.

How do I get the SecurLOCK Equip app?
It is simple. If you have an iPhone just download the app from the Apple store. If you have an Android phone you download the app from the Google Play store. Once the app has successfully downloaded to your smartphone you can begin to register your cards.

How many cards can I register?
Unlimited. But the card(s) must have been issued from Carson Bank.

What kind of mobile devices are supported?
Android – version 4.1 or later and Apple (iOS) – device model 4S, 5, 5C, 5S, 6, or 6 Plus with iOS operating system version 6, 7, or 8 and all future device/release going forward.

What if I am having trouble during registration?
Please use the Contact Us button at the bottom of the landing page and one of Carson Bank support agents will be more than happy to assist you.

Why do you need my email address?
Your email address is needed in case you forget your password and need to reset it.

Once I register my cards how do I begin managing and monitoring my payment activity?
You can begin using the service immediately. By turning the card off the little green button in the top right corner of the card image will turn to red. This means that all transactions (except for reoccurring) will be declined. When ready to make a purchase simply turn the card back on. It is that easy. Now you have the ultimate control to combat fraud.

After you become comfortable with the on/off function you can start selectively setting controls and alerts by channel (in-store, online, mobile, ATM, etc.). You can also set transaction spend limits, select geographic locations where the card can be used, set specific merchant categories, view recent transaction history, receive real-time alerts and much more.

What is a real-time alert?
It is an immediate notification sent to the app. You can select to be alerted on all your payment transactions including recurring payments or you can select just preferred transactions. Preferred alerts are available by spend limits, location, transaction type and merchant category.

By turning my card off am I closing my account?
No. Using the card controls does not change the status of your account.

How long does it take for a control or alert setting to take effect?
It happens immediately after you set and save the option.

If I have my card turned off will my recurring transactions go through?
Yes. Merchant recurring transactions will be approved. Additionally, you can select to receive alerts on recurring transactions as well.

Can I use My Location, My Region and International at the same time?
Where My Locations and My Region work independently or together neither can be used in conjunction with International.

I turned my card on and set My Location. I was at the merchant, and my transaction was still declined. Why?
In the app go to Transactions, find the one that was denied and open it, tap the image so it rotates, and the control(s) that were evoked during the authorization will be listed near the bottom. The transaction could also be declined because of external factors like non-sufficient funds or fraud monitoring.

What are Alert Preferences?
Alert preferences let you know every time a card transaction is attempted. You can be alerted for all or preferred transactions. Preferred alerts are also available by location, transaction type, merchant type, and threshold amount.

My alerts are supposed to notify me of every transaction, but I am not receiving them.
Only the primary device will receive alerts. Use the settings menu in the app to set your device as primary.

Once I get a new replacement smartphone how do I begin using the service again? 
Just download the app to your new smartphone and login with your current user id and password. You can then set your controls and alert preferences.

I received a new card number. Will it be automatically updated in the app?
You will have to add the new account to the app. This can be done by going to Manage Account and adding the card. Be sure to "unmanage’ the old card.

What if I need help with the app?
There is a "Help" function within the app as well as a "Contact Us" category where you can send an email to Carson Bank. If a phone number is listed feel free to call.

How long will my transaction history display?
The last 50 transactions will display in the app for thirty calendar days.

My pending purchase shows it is for more than I paid. Why?
Some merchants send pre-authorizations at higher amounts to test cards' validity. For example, a $25 gas purchase might display as $126. Pre-authorizations are common at the pump, for a hotel stay, or for a car rental. Even though the charge is listed in the app for more, it will clear your account for the correct amount.

I only want to manage one of my cards, but they're all being displayed.
To select the card(s) you wish to manage, go to Settings and choose Manage Cards. Then uncheck the card or cards you don't want to manage. Once a card is unmanaged, controls and alerts cannot be set for that card.

How do I access the menu or log out?
Press the icon that has three stacked lines to reach the menu. This icon is usually found in the top right corner.

How do I get more information about the features and functionality of the app?
Detailed information can be found throughout the app. Help can be found at the bottom of the login page and listed in the menu. On specific pages such as the My Location page tapping the "i " next to My Regions will open a window with detailed information on how the control works.

What if my smartphone is stolen? How secure is the app?
The app requires a password to access the app. Also, there is no personal information stored on the smartphone. The app only displays the last four digits of your card number.

Is Touch ID available on Android phones?
Not at this time.

Would a credit, deposit, or payment ever be denied?
No.

 

 

 

 

 

 

 

 

 

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