iq card management

©2019 FIS and/or its subsidiaries. All Rights Reserved.

iQ Card

Management

12/5/19

iQ Card Management

Table of Contents

Card Management Introduction ..............................................................................................................................4

Database Structure .................................................................................................................................................4

Card File ...............................................................................................................................................................4

Customer Reference File .....................................................................................................................................4

Account File .........................................................................................................................................................4

Logging on to iQ .......................................................................................................................................................5

Transaction Research ..............................................................................................................................................6

Basic Search Criteria...............................................................................................................................................6

Additional Search Criteria .......................................................................................................................................7

Additional Search Criteria – Look-up Windows....................................................................................................7

Transaction Research Results Grid ........................................................................................................................8

Mark as Fraud ......................................................................................................................................................9

Cardholder Search................................................................................................................................................. 10

Notes on Searching By Cardholder Name ........................................................................................................... 11

Cardholder Search Results .................................................................................................................................. 11

Cardholder Overview: Cards View ....................................................................................................................... 12

Editing a Card ....................................................................................................................................................... 14

Card Status ....................................................................................................................................................... 14

Block / Unblock a Card ...................................................................................................................................... 15

Change PIN / Clear Bad PIN Counter ............................................................................................................... 20

Cardholder Overview – Dropdown Menu Functions ............................................................................................ 21

Reorder Card (NEW Card, SAME Number) ...................................................................................................... 21

iQ Card Management User Guide

2

Replace Card (NEW Card, NEW Number) ....................................................................................................... 23

Send PIN Mailer ................................................................................................................................................ 24

Send Account Mailer ......................................................................................................................................... 25

Update Fee/Privilege Code ............................................................................................................................... 25

Close Card ........................................................................................................................................................ 26

Erase Card ........................................................................................................................................................ 26

Destroy Card ..................................................................................................................................................... 26

Expedite Card ................................................................................................................................................... 27

Update ABU/VAU Opt Out ................................................................................................................................ 28

Cardholder Overview – Accordion Functions ....................................................................................................... 29

Additional Name ................................................................................................................................................ 30

Transactions ...................................................................................................................................................... 30

Accounts............................................................................................................................................................ 31

Limits ................................................................................................................................................................. 32

Reissue Information .......................................................................................................................................... 33

EMV ................................................................................................................................................................... 34

Maintenance History ......................................................................................................................................... 35

Card Exclusions ................................................................................................................................................ 36

Outstanding Authorizations ............................................................................................................................... 37

Cardholder Overview: Accounts View................................................................................................................. 38

Cardholder Overview – Accounts ......................................................................................................................... 39

Linked Cards ..................................................................................................................................................... 39

Account Parameters .......................................................................................................................................... 40

Edit Cardholder ...................................................................................................................................................... 41

Temporary Address .............................................................................................................................................. 42

Merge Cardholders ............................................................................................................................................... 43

Cardholder Exclusion Report ............................................................................................................................... 46


3

Open New Card ...................................................................................................................................................... 47

Step 1: Product Selection ..................................................................................................................................... 47

Step 2: Cardholder Information ............................................................................................................................ 48

Step 3: Card Information ...................................................................................................................................... 50

Card Number ..................................................................................................................................................... 51

Set up Linked Accounts .................................................................................................................................... 51

Set Limits........................................................................................................................................................... 52

Set Card Profile ................................................................................................................................................. 52

Privilege Code: .................................................................................................................................................. 53

Step 4: Verify and Confirm ................................................................................................................................... 54

Bulk Destroy ........................................................................................................................................................... 55

Bulk Expedite ......................................................................................................................................................... 56

Card Base Exclusion Report ................................................................................................................................ 57

Card Production Inventory ................................................................................................................................... 58

Fraud Functions ..................................................................................................................................................... 59

CAN/CAM Alert Research .................................................................................................................................... 59

Case Sheets ......................................................................................................................................................... 61

Lost/Stolen Card Search ...................................................................................................................................... 62

Daily Totals ............................................................................................................................................................. 63

Appendix: Using iQ Data Grids ............................................................................................................................ 67


4

Card Management Introduction

The iQ Card Management system is a robust, easy-to-use, web-based platform. This flexible card management

system allows you to view card, cardholder, and account information along with viewing real-time transactions. In

addition to viewing inquiry information, you can perform real-time tasks, such as opening and activating new

cards, blocking cards, changing a PIN, and making other card, customer, and account updates instantly on

existing cards using only a few keystrokes. The functionality in the system can be restricted at the user ID level.

Database Structure Each institution's database contains its own card files, customer reference files and account files. Most financial

institutions are defined to the database with a customer reference file and a card file. If FIS maintains account

balances for your cardholder accounts (checking, savings, etc.), then accounts will be stored on the database as

well.

Card File

The card file defines all the accounts that can participate in EFT activity as well as those transactions that can be

performed using each account. There are several types of card files, including ATM cards, Debit/Credit Cards

(Visa®, Mastercard® and Discover®), HELOC cards (Home Equity Line of Credit) and social security (used for

Bill Payment when a physical card does not exist).

Customer Reference File

The Customer Reference File contains information such as the cardholder's name, address, telephone number

and social security number. In addition, it cross-references any related files such as the card and account files.

Account File

The balance of the account is stored in the account file. Account cash withdrawal limits and blocked accounts are

also verified in the account file. There are several types of account files. These include checking, savings,

mortgage loan, installment loan, credit card (Visa® and Mastercard®), revolving credit and many others. Support

of account types other than checking and savings is dependent upon your institution's set-up.


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Logging on to iQ

Navigate to www.accessmyiq.com to log on to iQ. Enter your Username and Password, and then click the Log In

button. If you don’t have a Username, contact your institution’s iQ administrator.

Passwords must adhere to the following requirements:

Must be between 8 and 24 characters in length

Must contain at least 5 unique characters

Must contain at least one uppercase letter, one lowercase letter, and one number

Your iQ password expires every 60 days, and must be reset. When you have 7 days left to

set a new password, you will begin receiving alerts.

http://www.accessmyiq.com/


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Transaction Research

The Transaction Research tool can be used to access PIN and signature transactions performed by your

cardholders. It provides access to summary and detailed transaction data online for any date range you specify,

for a period of one year. Having the information available online eliminates the need to search through lengthy

reports to find the specific information you need. This information may also be useful in management analysis to

track trends and gain a better understanding of cardholder transaction activity.

Basic Search Criteria To perform a search, select a Transaction Type (PIN, Signature or Both) and your institution’s acronym (if it isn’t

already prefilled for you). You'll also need to select a Date Range; you can select a Date Type if desired

(Transaction Date, Settle Date, Switch Date, or Auth Date).

If you select a Custom Date Range, you'll need to fill in the From Date and To Date using your keypad or the

calendar date picker. From Time and To Time are optional fields if you need to further focus your search.

If you’re searching for one particular cardholder, you can enter the Card Number in this section, or the

cardholder’s name or account number (checking/savings/etc.) as described below.

If the date range is greater than 31 days, then Card Number will be required in order to

perform the query.


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Additional Search Criteria Enter Additional Criteria in the gray shaded area to further narrow your results. The criteria in this area will

dynamically change based on the basic search criteria that you've selected above.

In the Cardholder Information field, you can search by cardholder name or account number (e.g.

checking/savings). If you’re searching by name, you need to enter the cardholder's last name and only the first

two letters of the first name to return the results set.

If you want to narrow your results based on a specific merchant name, you can enter any portion of the Merchant

Name to return results. Note that you cannot enter any special characters in this field.

The Transaction Status field allows you to choose whether you want to see approved transactions, denied

transactions, transactions cancelled by the cardholder, or any combination of the three.

In the Transaction Amount field, enter the amount using a decimal point if entering cents; if entering a whole dollar

amount, there’s no need to enter .00. Do not use a $ sign.

Additional Search Criteria – Look-up Windows

Click the icon to pop up a look-up window for certain additional criteria: PIN/ATM Denial Code, Signature

Denial Code, BIN, Terminal, PIN/ATM Transaction Detail, and Signature Transaction Detail.

Example for PIN/ATM Denial Codes:

Use the navigation at the bottom of the window to browse all available options; click the checkbox to the left of the

specific item to select it. From these look-up windows, remember to click the Update button to select the items

you've checked. Then, they'll automatically populate in the field in the Additional Criteria area.

After you've entered all of your needed criteria, click the "Search" button at the bottom of the screen to run your

query.


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Transaction Research Results Grid

When the system has returned your data, you'll see detailed data for each transaction in your results set. Your

results display on the Real Time Transactions and Settled Transactions tabs.

Real Time Transactions: includes any transactions within the last 7 days that have NOT settled to the

cardholder account

Settled Transactions: contains all transactions that have settled to the cardholder account, AND

unsettled authorizations (approved or denied) that occurred more than 7 days ago

In the Results grid, you can sort, filter, export results, rearrange columns, add/delete columns, reset columns, and

save your view. Read more about how to perform these actions in Appendix A.


9

Mark as Fraud

Some networks require you to notify them about fraudulent transactions on your cards. Remember that if you are

disputing the transaction, you can also report the transaction as fraud to the network during the dispute initiation

process in our Resolve cardholder disputes system.

To mark a transaction as fraud, select the checkbox at the left of that transaction, and then click the "Mark as

Fraud" button at the top right of the results grid. A pop-up window will appear.

Select the Fraud Type and the Notification Code from the dropdown menus, and then click the "Mark as Fraud"

button. If you'd like to close out of this window without marking the transaction as fraudulent, simply click the

"Cancel" button.

Here are some tips for using the "Mark for Fraud" functionality:

You must search by card number.

Transaction date must have been within the past 180 days.


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Cardholder Search

To access the Cardholder Search function, click Card Management and then select Cardholder Search. For most

institutions, your acronym will be prefilled in the Select Acro field. If you have access to multiple acronyms, then

select the correct acronym. To perform a search, select an ACRO.

There are four ways to begin a cardholder search:

Cardholder Name: Enter the cardholder name.

Cardholder Name and Federal ID: Enter the cardholder name and federal ID number. The federal ID will

return the exact record if it is stored in the database.

Card Number: Enter the full card number.

Account Number: Select an Account Type from that dropdown menu. Then, enter the full account

number. (This option is only applicable when FIS holds your institution's account balances.)

Once you've entered your desired criteria, click the Search button. If you'd like to clear the fields, click the Reset

link.

If you've entered specific criteria that returns only one cardholder (e.g., Full Card Number or Account Number),

you'll navigate directly to the Cardholder Overview page. If you enter less specific criteria (e.g., Smith for

Cardholder Name), you may view the Results list described below.

To locate information more efficiently, search by the most unique criteria available such as

the card number, account number or cardholder name with federal ID. Common names

such as J SMITH may return many entries.


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Notes on Searching By Cardholder Name

When performing any cardholder search that includes the cardholder name, please be aware of the following:

The records returned contain, at a minimum, the exact last name of the Cardholder Name requested and

the first two characters of the first name. A search for MARY SMITH or for MA SMITH will each return

MARY SMITH, MARGARET A SMITH and MATTHEW SMITH.

Partial last name searches are not supported. A search for name MARY SMITH will not return a hit on

MARY SMITHSON.

If both the Cardholder Name and the Federal ID are entered, the name search is done, and the hits

returned are filtered by the Federal ID entered. A search on ANITA SMITH with Federal ID 111223333

will only return cardholders with the last name SMITH and the first two characters of the first name equal

to AN with this Federal ID.

Middle initials entered are ignored. A search of MARY SMITH and MARY A SMITH return the same

results.

Cardholder Search Results You'll see the full results list for the search criteria you entered in the Card Management search. Use the

information provided here to locate the specific cardholder on which you need information. You can sort, filter,

export results, rearrange columns, add/delete columns, reset columns, and save your view. Read more about

how to perform these actions in Appendix A. Once you've located the cardholder on which you need information,

click on that name, and you'll be directed to the Cardholder Overview screen.

If you don't see the cardholder for which you're searching, click the "New Cardholder" button at the bottom of the

screen to proceed through a workflow that will help you setup a new cardholder in iQ.


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Cardholder Overview: Cards View

In the Cardholder Overview, you can view details on the cardholder’s card(s) as well as demographic information

for the cardholder. You'll be able to perform inquiries and make changes on a cardholder's cards and associated

accounts. The default view is the Cards View, but you can use the tab to switch to Accounts View.

The following information is listed at the top of the Cardholder Overview so you can quickly identify and verify the

cardholder:

Cardholder Name

Federal ID

ACRO

Address

Phone Number

Mother's Maiden Name

Cardholder Since (date)

Date of Birth

Email

Click the Edit Cardholder link at the top right to make changes to the cardholder's demographic information.

Learn more about that in the Edit Cardholder section of this guide.

You can pivot between views of cards By Status and By Type, depending on what information you're seeking.

Active Status: Card is live and ready for use.

Blocked Status: A temporary block has been placed on the card; the card cannot be used while a block

is in place. Click the Un-block link to obtain more details, or to remove the block.

Closed Status: The card has been permanently closed, and cannot be reopened. A new card must be

opened for the cardholder if needed.


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You can view at-a-glance if a card is Blocked or Closed based on symbols in the card detail areas. To expand

the information on a specific card, click on the hyperlinked Card Number. From there, you can view all

information on that specific card. Depending on your security permissions, you may be able to edit some or all of

these areas. If you think you need the ability to edit additional areas, contact your Administrator.

EMV: The icon in the EMV field denotes an EMV or “chip” card. EMV is a series of specifications that

define a more secure method of payment. The goal of EMV is to facilitate secure global interoperability

between chip cards and terminals for both credit and debit transactions. EMV introduces a small

computer or chip to each payments device. This chip stores information, performs processing, contains

secure elements which store secret information and performs cryptographic functions. An important

feature of EMV is that dynamic data is generated with each transaction. This makes it very difficult to

create counterfeit cards, or to replay intercepted transactions.

Bad PIN Count: Bad PIN Count represents the number of invalid PIN attempts that have been made on

the card. Your institution sets the maximum number; once that has been reached, the card will be

blocked. Click the Change PIN link and select the Clear Counter radio button to clear the Bad PIN Count.

You’ll also need to remove the block on the card, if one has been placed.

Token Indicator: For mobile payment methods such as Android Pay, Apple Pay and Samsung Pay, a

unique token is assigned for each device that has a card provisioned. This field will indicate whether or

not the cardholder has ever tokenized this card on a mobile device.

MobiMoney Indicator: This field will indicate whether or not the cardholder has enrolled their card in the

MobiMoney card controls program.

Ampre Opt Out Indicator: This field indicates whether or not the cardholder has opted out of the Ampre

rewards program, if your institution is set up with this product.

ABU/VAU Opt Out Indicator: This is the automatic billing file update feature that we support with

Mastercard and Visa. It allows us to send card status and expiration date updates to the networks so that

they can update the information in their systems, and have the most current card data for transactions

such as recurring payments.


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Editing a Card Click on the card name (displayed in blue) or on the blue arrow at the right of the card information area to view all

actions that you can perform on that card.

Card Status

Blocked cards are clearly noted with a red X, the date the card was blocked and the description of the block.

Closed cards are clearly noted with a gray circular icon and the date the card was closed; this function is not

reversible.


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Block / Unblock a Card

To place a block on a card, click the Block Card link. Doing so allows you to add, change, or remove a block from

a card at FIS, at ATM (PIN-based) Networks and/or at Mastercard®/Visa®.

Select the appropriate Reason for Blocking from the dropdown menu.

Depending on the type of block you are applying, you’ll need to choose whether you want to notify the ATM (PIN-

based) and Mastercard®/Visa® Networks.

There are fees associated with notifying and blocking a card at some ATM (PIN-based) and

Mastercard®/Visa® networks. Contact your ATM network directly for current

documentation detailing rules, regulations, and fees for blocking and reporting cards. The

Mastercard®/Visa® fees are accrued on a per account, per week/month, per region basis.

If the card being blocked is set up with Rewards! you must select either the Lost, Stolen, or

Fraud block, in order for previously earned points to be saved for transfer to the

cardholder’s new card.

Click the Block Card button to complete this function. You’ll receive a confirmation message that the card has

been successfully blocked.

Note that the card now shows the block icon and information in the Status area. Click the Unblock or Change

Block links to remove or edit the block.


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Extra Notes on Blocking ATM Cards

The default option for notifying the networks is set to ‘No’, unless you choose the Fraud block for the card. You

may change the default if desired.

Extra Notes on Blocking Mastercard® Cards

Mastercard® has two files. The first file, the Mastercard® Electronic Warning Bulletin, will be accessed for every

transaction and assures chargeback rights. The card will be listed on the Electronic Warning Bulletin if a

signature block of Revoked, Lost, or Stolen, is used and you choose to notify Mastercard®. The card will also be

listed on the Electronic Warning Bulletin if a signature block of Fraud is used (in this case, the notify option is

defaulted to ‘Yes’ because Mastercard® must be notified for Fraud).

The second is the Mastercard® Account File, which is accessed when Mastercard® stands in for the

authorization. The card will be, listed on the Account File if a signature block of Signature Prohibited or Warm

Card is used, and you choose to notify Mastercard®.

Mastercard® Electronic Warning Bulletin - Add to Mastercard® Exception File Screen

If you select Revoked, Lost, or Stolen as the Reason for Blocking, and you choose to notify Mastercard®, the Add

to Mastercard® Exception File screen will appear. If you choose Fraud as the Reason for Blocking, the notify

option will be defaulted to ‘Yes’ because you must notify Mastercard® in this situation.

In the Add to Mastercard® Exception File section, you will need to select the Exception File Reason Code, select

the areas for which you want the block on this card to be referenced by the network, as well as the purge date for

when you want this card to fall off the Electronic Warning Bulletin. The purge date must be at least 10 days into

the future. If you select Counterfeit for the Exception File Reason Code, the purge date must be at least 60 days

into the future.


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If you select Fraud as the Reason for Blocking, you will also see an Initial Fraud Report section appear for you to

complete, as well as the Add to Mastercard® Exception File screen.

You should complete the Initial Fraud Report fields with any information that you have about the card/cardholder,

and fraud situation.

If you choose Card Not Received as the Fraud Type, the Sending Date, Sending City,

Sending State, and Sending Zip Code will be required. These fields will be pre-populated

with information, except for the Sending Date. For the Sending Date field, you should enter

an approximate date for when the card was mailed. We suggest that you use the Last

Issued Date on record for the card as a guide.

Mastercard® Account File – Add to Mastercard® Account File Screen

If you select Signature Prohibited or Warm Card as the Reason for Blocking, and you choose to notify

Mastercard®, the Add to Mastercard® Account File screen will appear.

You need to select the Account File Reason Code, as well as the purge date for when you want this card to fall off

the Account File. The purge date must be at least 10 days into the future.


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Extra Notes on Blocking Visa® Cards

Visa® has two files:

The first file, the Visa® Electronic Warning Bulletin, will be accessed for every transaction and assures

chargeback rights. The card will be listed on the Electronic Warning Bulletin if a signature block of Revoked, Lost,

or Stolen, is used and you choose to notify Visa®. The card will also be listed on the Electronic Warning Bulletin

if a signature block of Fraud is used.

The second is the Visa® Account File, which is accessed when Visa® stands in for the authorization. The card

will be, listed on the Account File if a signature block of Signature Prohibited or Warm Card is used, and you

choose to notify Visa®.

Visa® Electronic Warning Bulletin - Add to Visa® Exception File Screen

If you select Revoked, Lost, or Stolen as the Reason for Blocking, and you choose to notify Visa®, the Add to

Visa® Exception File screen will appear. If you choose Fraud as the Reason for Blocking, the notify option will be

defaulted to ‘Yes’, so that the card can be added to the Electronic Warning Bulletin.

In the Add to Visa® Exception File section, you will need to select the Exception File Reason Code, select the

areas for which you want the block on this card to be referenced by the network, as well as the purge date for

when you want this card to fall off the Electronic Warning Bulletin. Visa® requires that the purge month cannot be

the same month in which the card is being listed. For example, if the user is listing the card on Visa®’s Exception

File on April 3, 2018, the earliest purge date entry allowed would be 05/2018.


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If you select Fraud as the Reason for Blocking, you will also see an Initial Fraud Report section appear for you to

complete, as well as the Add to Visa® Exception File screen.

You should complete the Initial Fraud Report fields with any information that you have about the card/cardholder,

and fraud situation.

If you choose Card Not Received as the Fraud Type, the Sending Date, Sending City,

Sending State, and Sending Zip Code will be required. These fields will be pre-populated

with information, except for the Sending Date. For the Sending Date field, you should enter

an approximate date for when the card was mailed. We suggest that you use the Last

Issued Date on record for the card as a guide.

Visa® Account File – Add to Visa® Exception/Account File Screen

If you select Merchant Authorization Prohibited or Warm Card as the Reason for Blocking, and you choose to

notify Visa®, the following Add to Visa® Exception File screen will appear.

You need to select the Account File Reason Code, as well as the purge date for when you want this card to fall off

the Account File. Visa® requires that the purge month cannot be the same month in which the card is being

listed. For example, if the user is listing the card on Visa®’s Exception File on April 3, 2020, the earliest purge

date entry allowed would be 05/2020.


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Change PIN / Clear Bad PIN Counter

Click on the Change PIN link to change the cardholder’s PIN or clear bad PIN attempts.

To change a PIN, enter the new PIN twice to verify that you’ve entered it correctly. (Your institution will be set up

to either enter PINs or Offsets in these fields.)

If the Bad PIN counter has reached the maximum value defined for your institution, the card will be locked and the

card can only be unlocked by clicking the Clear Counter checkbox on this screen.

Remember to click the Save Changes button after making any updates to this area.

Please note that many financial institutions will not use the Audio (IVR) PIN.


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Cardholder Overview – Dropdown Menu Functions Several card management functions can be performed from the drop-down menu that appears to the right of the

selected card. Select the desired function and then click the Go button. See below for more information on these

functions.

Reorder Card (NEW Card, SAME Number)

Use this function to order a new plastic; the card generated will have the same card number as the existing card.

To perform this function, select Reorder Card from the dropdown menu.

The existing card number and cardholder name do not appear on the Reorder Card window. The Additional

Name and Additional Name ID fields should only be filled out if you want a secondary name embossed on the

card.


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The Generate field contains the following options. An option must be selected from the dropdown menu.

Card Only

Instant Issue (only displayed if BIN is set up for instant issue)

Card and PIN (only displayed if turned on for system generated PINs)

PIN Only (only displayed if turned on for system generated PINs

The Renewal and Expiration Date fields will be prefilled based on the defaults for the BIN, but can be changed if

desired. If the expiration date is changed on a debit card, a new plastic must be ordered unless the card is

blocked.

The Card Design field will only appear if there is more than one plastic design to specify for the card being

reordered.

Next, you’ll need to select Form Factor (Mag Stripe vs. Contact/EMV) and the Card Configuration (only option is

Contact, Onl-Only, PIN preferring) for the new plastic. The Card Configuration field is only applicable for EMV

cards.

Finally, choose your Embossing option, using the screen graphics as a guide. The Number of Plastics field will

display what’s defined on the system for that card. (If you need to change the number of plastics for the card,

navigate to the Reissue Information section of the screen.) Please note that for EMV cards, the number of plastics

cannot be greater than 1.

After confirming that the information on the screen is accurate and complete, click the Reorder Card button to

complete your request.

The reordered card will be mailed to the current address set for the cardholder. If a

temporary address is active at the time of the reorder, it will be the current address.

Otherwise, the permanent address will be considered the current address.


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Replace Card (NEW Card, NEW Number)

Use this function to transfer information from a card that has been damaged, lost or stolen to a new card

number. To perform this function, select Replace Card from the dropdown menu and press the Go button. When

you replace a card, the old card is automatically closed on the system. All the information - including the PIN -

can be transferred to the new card number. The fields found on the Replace Card screen can be updated within

this function.

The Old Card Number and New Card Number are displayed at the top of the screen.

If replacing a Custom Issue debit card, the card number field will have the words “System Generated” displayed

and the card number will be provided to the user at the completion of the function. If the default is system

generated, you can click the Override box which will enable you to manually enter a card number.

If replacing an Instant Issue debit card, select I-Instant Issue from the drop down box, enter the new card number

in the “New Card Number” field, and be sure to change the expiration date on the screen to reflect the expiration

date encoded on the plastic.

The existing cardholder name does not appear on the Reorder Card window. The Additional Name and

Additional Name ID fields should only be filled out if you want a secondary name embossed on the card.

The Generate field contains the following options. An option must be selected from the dropdown menu.


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Card Only – select this option if you want the current PIN to carry over to the new card

Instant Issue (only displayed if BIN is set up for instant issue)

Card and PIN (only displayed if turned on for system generated PINs)

PIN Only (only displayed if turned on for system generated PINs)

The Renewal and Expiration Date fields will default based on the settings for the BIN, but you can change the

values if needed.

The Card Design field will only appear if there is more than one plastic design to specify for the card being

reordered.

Next, you’ll need to select Form Factor (Mag Stripe vs. Contact/EMV) and the Card Configuration (only option is

Contact, Onl-Only, PIN preferring) for the new plastic. The Card Configuration field is only applicable for EMV

cards.

Finally, choose your Embossing option, using the screen graphics as a guide. The Number of Plastics field will

display what’s defined on the system for that card. (If you need to change the number of plastics for the card,

navigate to the Reissue Information section of the screen.) Please note that for EMV cards, the number of plastics

cannot be greater than 1.

After reviewing all of the information on the Replace Card screen to ensure its accuracy, click OK to complete

your request.

Send PIN Mailer

The Send PIN Mailer function is used to send a mailing to the cardholder to inform him/her of the existing PIN

that is associated with a particular card. The mailer is sent to the cardholder’s current address on file. To send a

PIN mailer, select Send PIN Mailer from the dropdown menu, then press the Go button.

The following screen will appear asking for confirmation to send the PIN Mailer to the Cardholder. Select OK to

complete the request.


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Send Account Mailer

Use this function to send an Account Mailer to a cardholder, which is a mailer sent to the current mailing address

providing a list of account numbers (checking, savings, etc.) connected to the card.

To complete the function, select Send Account Mailer from the dropdown menu. The following screen will appear

asking for confirmation to send the Account Mailer to the Cardholder. Select Yes to complete the request.

Update Fee/Privilege Code

This function allows you to change information on an existing card such as the fee code, surcharge rebate and/or

privilege code. To complete the function, select Update Fee/Privilege Code from the dropdown menu and the

press the Go button. Select the appropriate Fee Code or Privilege Code, then click the Update Fee/Privilege

Code button to save your changes.

Changing the Fee Code

The fee or surcharge rebate code currently defined for this card will be displayed in the Fee Code field. An

asterisk indicates the default Fee Code defined for all cards for the institution. Fee and Surcharge Rebate Codes

are institution-specific. The Fee Code field is only applicable to those institutions that have elected for FIS to

manage their fee assessment program.

Changing the Privilege Code

Select a privilege code for a card by clicking on the checkbox next to the appropriate privilege code. If a privilege

code is already defined for the card and a checkmark is displayed in the checkbox, you can remove the privilege

code from the card by clicking on the checkbox to remove the checkmark.


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Close Card

Use Close Card to permanently close this card, rendering it unusable forever. To perform this function, select

Close Card from the dropdown menu and then press Go.

To proceed with this function, click the Close Card button. If you’ve reached this screen in error and do not wish to

permanently close this card, click the Cancel link.

Erase Card

Use this function to permanently erase this card, deleting all record of it from the system. To perform this

function, select Erase Card from the dropdown menu and click Go.

To proceed with this function, click Yes. If you’ve reached this screen in error and do not wish to permanently

erase this card, click the Cancel link.

It is recommended to keep the closed card on the system for at least 180 days before

erasing it in order to retain access to the card data and history if needed.

Destroy Card

Use this function to request recently ordered plastics to be destroyed. Destroy requests should be made on the

same day as the card is ordered. Requesting a card destroy does not close the card number. To perform this

function, select Destroy Card from the dropdown menu and click Go.

To proceed, click the Destroy Card button. If you’ve reached this screen in error, click the Cancel link.


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Expedite Card

Use the Expedite Card function to request special handling for a card that is being ordered. To perform this

function, select Expedite Card from the dropdown menu and click Go. Expedite requests should be made on

the same day the card is ordered.

When the card is created, it will be sent via overnight carrier rather than USPS mail. Enter the address the card

should be sent to, keeping in mind that PO boxes and rural route addresses are not valid for overnight delivery.

To complete the request, click the Card Expedite button. If you’ve reached this screen in error, click the Cancel

link.


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Update ABU/VAU Opt Out

ABU/VAU is the account sharing service that we participate in with Mastercard® and Visa

®, where we will share

new card numbers and card expiration dates with the networks to allow them to update their recurring bill

payment systems.

This function requires special application access to be set on the user’s ID in User Administration. If the access is

turned on for a user, it allows the user to set the card to either be included in, or excluded from, the new account

sharing service.

When you select this option from the dropdown menu, you'll see the following screen:

If you'd like to proceed, click the "Update" button. To close out without updating, simply click the "Cancel" button.

If you choose to make the update, you'll see the following confirmation message:


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Cardholder Overview – Accordion Functions A number of editing and information areas appear at the bottom of the Cardholder Overview screen, including

Additional Name, Transactions, Accounts, Limits, Reissue Information, EMV, Maintenance History, and Card

Exclusions. You can expand any of these Accordion Functions by clicking on the + sign next to the section

header. More information on these functions follows below.


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Additional Name

Use this area to view or enter the name and ID (usually the federal ID) of an additional name that should be

added to the card. The “Additional Name” could be a person’s name in the case of a secondary cardholder, or it

could be a business name. Your financial institution must be set up to actually emboss the Additional Name on

the plastic itself in order to use this function. You can add a secondary name for a card that does not already have

a secondary name defined, change the existing secondary name defined for the selected card and/or remove the

existing secondary name. Note that the Additional Name field supports a maximum of 21 alphanumeric

characters, as well as symbols “&” and “-.”

After adding an additional name, you’ll probably also want to change the Reissue

Information so another card is issued in the new additional name.

EMV cards: In situations where there is a secondary cardholder, with 2 cardholders tied to

the same card number, the Additional Name support is not available for EMV cards. For

example, if John Smith and Jane Smith are set up to use the same EMV card number on

the database, and John Smith is the primary cardholder, the EMV plastics will be created

with only the primary’s name, John Smith. There will not be an EMV plastic created for the

secondary name, Jane Smith.

Transactions

Use this area to view transactions on the card, divided by Real Time and Settled Transactions. The date range

can be specified using the From Date and To Date fields, and can query transactions from the last 12 months.

Real Time Transactions tab: includes any transactions within the last 7 days that have NOT settled to

the cardholder account

Settled Transactions tab: contains all transactions that have settled to the cardholder account, AND

unsettled authorizations (approved or denied) that occurred more than 7 days ago


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Accounts

Use this area to view or edit the accounts that are associated with this card.

You can add a Nickname to differentiate between accounts if desired.

In the Account Preferences section, you can view and edit the authorities associated with each account (eg.

Default, Withdrawal from, Deposit to, etc.).

Select the “Default POS” radio button to make the account the default for point of sale transactions.

Click the “De-link Account” link to disassociate an account with the card.

To link an additional account to the card, click the Link Another Account button. The Link Account(s) with Card

screen will appear.

If you click on the Existing Accounts tab, you can see any accounts that are currently connected to the cardholder

record, even those that aren’t linked with the specific card in question. You can select from the existing accounts,

or you can click the New Account tab to link a new account to the card. Select the Account Type, enter the

Account Number, and enter the Account Nickname (optional).

Click the Link Account button to complete the request.

You can add up to 27 accounts to one card, 9 accounts per account type.


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Limits

Use this area to view and edit a card’s daily limits.

ATM Cash transactions are authorized against the Cash limit and all merchant purchases (PIN and Signature)

are authorized against the POS limit. Limits can be changed on a per-card basis. Card limits control the total

amount that can be used on a daily basis for the card. Often, the Cash limit plus the POS limit equals the overall

Card limit, but this is not required. Default limits are set at the BIN level, but all limits can be changed on a per

card basis.

To raise or lower a limit, simply type the new value in the appropriate limit field. The various limits field are

described below:

Card limits: Total amount of any type of activity on the card

Cash limits: Total amount of cash that can be withdrawn

POS limits: Total amount allowable for total point-of-sale/merchant purchases

Max limits: Maximum amount that has been determined by your financial institutions; limits won’t exceed

this amount

Use the Set to Default button to restore the card’s limits to your institution’s defaults; use the Raise to Max button

to raise the card’s limits to your institution’s maximum limits.

Remember to click the Save button after you make any updates. Note that Offline Limits may or may not display

depending on how your FI is set up.

Limits are usually set up to be reset on a calendar day basis but can be set to reset on a

business day basis (set-up at the institution level).


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Reissue Information

Use this area to update reissue information for this card.

The Card Design field will only appear if there is more than one plastic design to specify for the card type being

reordered.

The Renewal and Expiration Date will default according to your FI set-up, but you can change the Renewal period

if needed.

You can use the Misc Info fields for any additional information you want to record for the card.

The Embossing fields and graphics show how the name(s) will be aligned on the card when embossed.

The expiration date field will be disabled for open, unblocked Debit Cards. If an expiration

date needs to be changed for an open, unblocked Debit Card, use the Card Reorder

function and order a card at the same time that the expiration date is being changed to

ensure that the expiration date on the card matches the expiration date on the database.


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EMV

Use this area to view EMV information for this card. The fields in this section are as follows:

Form Factor – the type of card you are ordering (ex. Magnetic Stripe card vs. EMV “Chip” card).

Currently the only option is Contact, which means that the card must be physically inserted into the card

reader at the terminal.

Card Configuration – stipulates how the card will be used for transaction authorizations. Currently the

only option is Contact, Onl-Only, PIN preferring, which means that the following three stipulations apply:

o Contact – the card must be physically inserted into the card read at the terminal

o Onl-Only (Online Only) – the card will be set up for online transaction processing only. This

means that transactions will be sent to the network for online authorization, as opposed to the

card itself authorizing transactions based on offline PIN and offline transaction limits.

o PIN Preferring – the cardholder may be prompted to enter a PIN at the merchant payment

terminal in order to authenticate the cardholder, regardless of whether the transaction will be

routed through a PIN based or Signature based network.

PAN Sequence # – the Physical card sequence number that is incremented at the time of card reissue.


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Maintenance History

Use this area to view maintenance history details on the card for the last two years. You can sort, filter, export

results, rearrange columns, add/delete columns, reset columns, and save your view. Read more about how to

perform these actions in Appendix A.


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Card Exclusions

Card Exclusions help you to deliver an optimal cardholder experience in conjunction with our Omnishield fraud

solution. If a cardholder notifies you of future international travel plans, or reports that valid transaction attempts

are being blocked, setting a Cardholder Exclusion will allow your cardholder to conduct those transactions that

would otherwise be blocked by fraud rules.

When adding a Cardholder Exclusion, it’s recommended to apply the exclusion at the Location level (i.e. Country

or State). Location information for a transaction is easily identifiable using the Transaction Research function.

To exclude a cardholder from a fraud block, first select the type of exclusion you’re creating: US State, Country, or

MCC (Merchant Category Code).

Next, begin typing either the location or code, and results will populate in the selection box for you.

If you are excluding a card based on the location of the transaction, select either US State or Country

from the dropdown menu. Then, begin typing a location in the input field. This field will auto-populate as

you type, and you can select the correct location from the list that appears.

If you are excluding a card based on a specific type of merchant, select MCC (Merchant Category Code)

from the dropdown menu. Then, begin typing an MCC in the input field; this field accepts either number

(actual MCC) or letter (MCC description) entries. This field will auto-populate as you type, and you can

select the correct MCC from the list that appears.

Use the Notes field to add additional information that may be helpful for the fraud analyst. For example, you could

include notes giving more detail on the cardholder’ travel plans.

Finally, select a Start Date and End Date for the exclusion and click Save.

Exclusions that are added to a card will appear in the exclusion tab until the day after the

specified End Date.

You may need to perform research to identify which location or merchant category to select

for your exclusion. Find the desired transaction with a ‘Transaction Matches Fraud Rule’

denial code using Transaction Research. Locate either the location (country or state) or

the merchant category for the transaction, and then create the card exclusion.


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From the Card Exclusions area, you can also edit or delete an existing Exclusion. To edit an exclusion, simply

type the updated parameters in the appropriate text fields and click the “Update” button.

To delete an Exclusion, click the “Delete” button.

Outstanding Authorizations

In the Outstanding Authorizations area, you can view authorizations on a card that have not settled yet. You can

export this data for your records if needed.

If you need to remove an outstanding authorization, and have the proper system permission to do so, you can do

that by selecting the checkbox at the left of a transaction and then clicking the “Remove Authorizations” button.


38

Cardholder Overview: Accounts View

In the Cardholder Overview, you can perform inquiries and make changes on a cardholder's cards and associated

accounts. The default view is the Cards View, but you can use the tab under the cardholder name to switch to the

Accounts View.

From the Cardholder Overview: Accounts View, you can view detailed information on the cardholder's

account(s). You can view demographic information for the cardholder at the top. You can pivot between views of

accounts By Type, depending on what information you're seeking. You can also view at-a-glance the type of

each account based on symbols in the account detail areas. To drill into a specific account, click on the arrow at

the right of the account detail area. From there, you can view Linked Cards and Account Parameters. Depending

on your security permissions, you may be able to edit some or all of these areas. If you think you need the ability

to edit additional areas, contact your Administrator.

Click on the blue arrow at the right of the account information area to expand on the desired account and view all

actions that you can perform for that account.


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Cardholder Overview – Accounts Several editing and information areas appear at the bottom of the Cardholder Overview screen, including Linked

Cards and Account Parameters. You can expand these Accordion Functions by clicking on the + sign next to the

section header. More information on these functions follows below.

Linked Cards

Use this area to view all the cards that are currently linked to this account. If you need to make changes to this,

you will need to return to the Cards View > Accounts area.


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Account Parameters

Use this area to view detailed parameters on this account. This is a restricted function, so only users with a

certain level of access can perform it. Note that this information is only available when your cardholder account

balances are on our system.

Account Limits: This is the amount that can be withdrawn from the checking/savings account in a single

day, even if the account is being accessed by multiple cards. NOTE: You may want to set the default

account limits to be at least twice the default card limit to allow multiple card owners to access the same

account up to each card’s limit.

Fundsback Limits: This is calculated as the difference between the Ledger and Available balances, as

sent by the financial institution in the Positive Balance file. Fundsback allows the cardholder to access

some of the Ledger funds even if the Available balance is lower. Fundsback can also be calculated if the

cardholder made a deposit at an ATM, in which case the Ledger balance would include the deposited

funds even though the Available balance has not yet been updated with a Positive Balance file. The

Fundsback amount will be added to the Available Balance amount (up to the Fundsback Limit) if the

amount is less than the Ledger Balance.

Ledger and Available Balance: You can view the latest balances sent on the Positive Balance File

here. Authorized users can update the balances on checking or savings accounts by entering the new

balance in the designated field. Transactions are authorized based on the available balance.

Last Balance Update Date: This shows when the ledger balance that was displayed was last updated on

our system.


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Edit Cardholder

Use the Edit Cardholder screen to make changes to the cardholder's demographic information. Access the screen

by clicking on the Edit Cardholder link on the upper right corner of the Cardholder Overview page. Most of the

fields can be edited; required fields are marked with a red asterisk.

After you click on the Edit Cardholder link, the screen below will appear.


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On this screen, you can view or edit the Cardholder Name, Fed ID (usually the Social Security #), the cardholder’s

Address, Phone Numbers, and Email.

In the Additional Info section, you can view or edit the cardholder’s Date of Birth, Mother’s Maiden Name,

Cardholder Since date, Employer, and any Cardholder Comments you want to record.

Be sure to click Save Changes if you have edited any of the fields on this screen.

Temporary Address You can enter a temporary address for cardholders who have a temporary such as college students or

“snowbirds” that winter in Florida each year. Click the Temporary Address box to access this part of the screen.

When entering a temporary address, the From Date and To Date should be specified. Temporary addresses can

be set for a maximum time period of one year.

When the temporary address is in effect, any new cards opened, card reorders, PIN requests or replacement

cards will be mailed to the temporary address specified instead of the permanent address.

Once the To Date for the temporary address has expired, the system will no longer use the temporary address for

anything mailed to the cardholder. But, the temporary address will remain in the cardholder’s account, available to

be set for another temporary address timeframe.


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Merge Cardholders Use this function if you ever need to merge the existing accounts of two cardholders in iQ. You can access the

function by clicking on the "Merge Cardholders" link at the upper right of the Cardholder Overview screen for one

of the cardholders whose accounts you'd like to merge.

Begin by searching for the other cardholder whose account you'd like to merge. Enter your search criteria, then

click the "Search" button. Your search results will display below.


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Click the hyperlinked (blue) name of the appropriate cardholder from the search results at the bottom.


45

Carefully review the cardholders whose accounts you've chosen to merge. Select the "Use This Record" radio

button for the cardholder whose demographic information you'd like to use going forward. If you select the

"Permanently Delete Cardholder" checkbox, the record is deleted. If you leave this box unchecked, the cardholder

will still exist on the iQ system with no information (e.g., transactions, maintenance history) attached to it.

When you are ready to do so, click the "Merge Cardholders" button. You will then receive a message that this

function has been successfully completed.


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Cardholder Exclusion Report Use this tool to view an audit of any exclusions that have been added, changed or deleted for this cardholder's

account. Just click the Cardholder Exclusion Report link at the upper right of the Cardholder Overview screen to

open the function.

Enter the date range. In this case, the dates searched will be the date that the Add/Edit/Delete action was taken

by the iQ user, rather than the dates that the exclusion itself is active. Next, click the "Get Report" button. Your

search results will be displayed.

In the results, you can see the following:

Card Number

Exclusion Type

Value

Exclusion Start Date

Exclusion Expiration Date

Action

Performed By

Action Date


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Open New Card

The Open New Card function can be accessed in the Card Management tab in two ways:

For an Existing cardholder: First search for and locate the appropriate cardholder using the Cardholder

Search, and navigate to that cardholder’s Cardholder Overview. Then, click on the "Open New Card"

button towards the upper right of Cardholder Overview.

For a New cardholder: If you’re opening a card for a brand new cardholder, navigate to Cardholder

Search, enter the cardholder’s last name and perform a search, and then click the “New Cardholder Card

Create” button at the bottom of the screen.

For a new cardholder, note that the name embossing on the plastic is limited to 21

characters. The system will automatically truncate the name that you entered if it is over

21 characters. The system has logic built-in to try and maintain the integrity of the first and

last name as much as possible within 21 characters.

You'll be directed through a multi-step wizard to open the new card. Do NOT use your browser's back button

during this wizard, or your changes might not be saved. Instead, use the "Next" and "Previous" buttons to

navigate.

Step 1: Product Selection Begin by selecting a Product for the new card. The Products are based on the BIN(s) defined for your institution.

Select the appropriate radio button, then click the "Next" button.


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Step 2: Cardholder Information The second step is to confirm or enter the cardholder's demographic information. For existing cardholders, the

fields will be prefilled based on existing data for the cardholder. If you’re opening a card for a brand new

cardholder, you’ll need to fill in all information. If you need to make any updates, you can do so here.

Address, City/State, ZIP, Country and Primary Phone fields are required fields unless an instant issue ATM card

is being opened. If you’re opening a card that will participate in the Rewards! Program, the Federal ID field

must be completed.

If you want to set a temporary address for the cardholder, you should complete this Open

Card function with the permanent address first. Then, proceed to the Edit Cardholder

Information area from the Cardholder Overview to enter a temporary address.

To enter a foreign address for a cardholder, use the following guide:

Address Line 1 – enter foreign house number and street

Address Line 2 – enter foreign zip code

City – enter foreign city (must be 25 characters or fewer)

State – this is grayed out

Zip Code – this is grayed out

Country – enter foreign country

There are no fields to enter an email address and/or international phone number during the

card open process. If you need/want to enter an email address or international phone

number, you need to complete the card open process first. Then once the card is opened,

you can click on the Edit Cardholder link. On the Edit Cardholder screen, there will be

fields where you can enter the email address and/or international phone number.

Cardholder Since defaults to today’s date, but you can change to the date the cardholder first established the

account with your institution if desired. Employer field can be used if you need to capture the cardholder’s

employer. Complete the Mother’s Maiden Name field if you want that information to be stored in iQ.

Cardholder Comments fields are free-form, and can be used to capture any additional details about the

cardholder that are needed.

When you've reviewed this information to ensure that it is current and accurate, click the "Next" button.


49


50

Step 3: Card Information In the third step, you'll set up card information.


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Card Number

If the card type selected is not set up for system generated card number, the Card Number field will display the

BIN and you will enter the remaining digits of the card number.

If the card type selected is set up for system generated card numbers, “System Generated” will appear in the

Card Number field.

If the card type selected is set up for both system generated card numbers and manual card number entry, an

override box will appear next to the card number field that displays “system generated.” In order to manually enter

a card number, just click on the override box. The Card Number field will then display the BIN and allow you to

enter the remaining card number.

Set up Linked Accounts

Click the Add Account button to link the cardholder’s accounts to the card. The Link Account(s) with Card screen

will appear.

If you click on the Existing Accounts tab, you can see any accounts that are currently connected to the

cardholder for other cards (if applicable). You can select from the existing accounts, or you can click the New

Account tab to link a new account to the card. Select the Account Type, enter the Account Number, and enter

the Account Nickname (optional).

Click the Link Account button to complete the request.

You can add up to 27 accounts to one card, 9 accounts per account type.


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Set Limits

Your institution’s default limits for the selected card type will appear in the Limits fields. You can use these

defaults or customize the limits for the individual card. Set the limits of the new card--again, this process is the

same as in Cardholder Overview.

ATM Cash transactions are authorized against the Cash limit and all merchant purchases (PIN and Signature)

are authorized against the POS limit. Limits can be changed on a per-card basis. Card limits control the total

amount that can be used on a daily basis for the card. Often, the Cash limit plus the POS limit equals the overall

Card limit, but this is not required. Default limits are set at the BIN level, but all limits can be changed on a per

card basis. Max limits are the maximum amount that has been determined by your financial institutions; limits

won’t exceed this amount

To change a limit from the default displayed, simply type the new value in the appropriate limit field. The various

limits field are described below:

Use the Set to Default button to restore the card’s limits to your institution’s defaults; use the Raise to Max button

to raise the card’s limits to your institution’s maximum limits.

Limits are usually set up to be reset on a calendar day basis but can be set to reset on a

business day basis (set-up at the institution level).

Set Card Profile

In the Set Card Profile area, you'll need to make selections from several different fields.

Generate gives you options for what materials you need physically generated for this new card. Depending on

the set-up of the BIN, you will see some or all of the following Generate options:


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Instant Issue

o Does not generate a plastic or a PIN mailer

o Only appears if the BIN is set up for Instant Issue

Card Only

o Generates a plastic only

o You may be prompted to enter a value in the ATM PIN field

Card and PIN

o Generates both a plastic and a new PIN with PIN mailer

o Only appears if the BIN is set up for PIN mailers

The Expiration Date field displays the initial expiration date, and Renewal shows how often the card will expire

after the initial expiration date. Both of these fields will be populated based on defaults for the BIN, but you can

change them if needed.

If you are opening an Instant Issue card, you must make sure that the expiration date

specified on the screen matches the expiration date that is being embossed on the card.

Select the embossing for this new card using the graphics, which should make it easy to identify which type you

need.

Privilege Code:

Several additional and optional fields may be completed in the Privilege Code section.

If you are opening an ATM balancing card to physically balance your terminals, then check the 2-ATM

Maintenance Card box. (This should only be used for cards used internally within your institution.)

The Misc Info fields are optional fields that can be used to enter miscellaneous information at the card level such

as sales person ID, branch number or other notes about the card.

Note: Reward Status, Promotion, Fee/Rebate and Secondary Name only appear if the card being opened is

defined for these features.

Once you have completed the Card Information screen, click the "Next" button.


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Step 4: Verify and Confirm In the final step, you'll carefully review your selections to ensure accuracy. If you need to make any changes, click

on the Edit link to go back. When you’re ready to complete the card open, click the “Confirm and Order” button.

You'll receive a confirmation message that the new card has been successfully ordered.

After, you click the “Confirm and Order” button, you’ll get a message asking if you want to expedite the card. If

you don’t need to expedite the card, you can just click “Cancel”, and you’ll see a message that the new card has

been issued. If you do want to have the card expedited, you can click “Yes”.

On this screen, make sure to enter the address that should be used for the expedited mailing (the fields will pre-fill

with the address you entered during the card open process). Then click “Card Expedite”. You’ll receive a

message that your update was succesful.


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Bulk Destroy

Use this function if you need to request that a single plastic or a group of up to 15 plastics be destroyed. To

access the function, select Bulk Destroy from the Card Management menu on the left side of the screen. Destroy

requests should be made on the same day as the card is ordered. Please note that this function does not close

the card, it only sends a request to the Card Production facility to destroy the plastic(s) after creation.

Begin by selecting the appropriate acronym if it is not already prefilled for you. Then, enter the full card number(s).

Please key carefully to ensure accuracy. Complete this function by clicking the "Destroy Cards" button. You'll

receive a confirmation message that this function has been successfully completed.


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Bulk Expedite

Use this function if you need a single card plastic or multiple plastics (up to 15 cards at once) to be shipped in an

expedited timeframe. To access the function, select Bulk Expedite from the Card Management menu on the left

side of the screen. Please note that this function does not actually order a card plastic. You need to have already

placed your card order(s) in order to request that the plastics be expedited. Expedite requests should be made on

the same day as the card is ordered.

Begin by selecting the appropriate acronym if it isn’t already prefilled. Then, enter the full card number(s). Please

key carefully to ensure accuracy. Enter the Send To information; required fields are marked with a red asterisk.

Keep in mind that PO boxes and rural route addresses are not valid for overnight delivery.

Complete this function by clicking the "Expedite Cards" button. You'll receive a confirmation message that the

function has been successfully completed.


57

Card Base Exclusion Report

The Card Base Exclusion Report function allows you to run a query on all exclusions for your entire card base

that are active at some point during the date range you specify. To use this function, navigate to Card

Management on the left side of the screen, then select the Card Base Exclusion Report option.

Begin by selecting the ACRO (acronym) for which you’d like to pull the Exclusion Report. (This may be pre-filled if

you have access to only one acronym.) Then, select a date range. Note that this date range will reflect the dates

of the actual exclusions, rather than the dates that the exclusions were keyed into iQ. The results will include

exclusions that are active during any part of the date range you specify. Click the “Get Report” button to generate

your Report.

The results of your search will appear. Note that you can rearrange the columns of the results grid by clicking the

header of the column you’d like to move, dragging the column to the desired position, and then releasing your

mouse. You can also sort and filter the columns by using the filter boxes below the column headers. If you’d like

to save your customized view, click the “Save View” button. You can also export the Card Base Exclusion Report

by clicking the blue export arrow at the top right of the grid.


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Card Production Inventory

Access to this screen is based on your user ID permissions. To access this area, navigate to the Card

Management option in the left-hand menu, and then to the Card Production Inventory option under that.

Here, you can view information and quantity levels for card production items you that you might have stocked with

us, to ensure your institution maintains adequate levels of inventory.

When you click on Card Production Inventory, you will get this screen. If you have access to only one ACRO, it

will pre-populate here. If you have access to multiple ACROs, select the one you want to view from the drop-

down. Then click the “Search”.

Your results will be displayed and from here, you can export the data by clicking the arrow at the top right of the

search results grid.

You can also use the filters at the top of the data columns to narrow down your results.


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Fraud Functions

Navigate to the Fraud button on the left side of your screen to access the following three functions:

CAN/CAM Alert Research

Case Sheets

Lost/Stolen Card Search

CAN/CAM Alert Research You’ll use CAN/CAM Alert Research to review compromised card alerts that may affect your card base. You can

set up your ID preferences so that you will receive email alerts when there is a new CAN/CAM to review. Use the

information in that email to locate the alert in iQ.

To access, click on the Fraud tab on the main iQ navigation pane, then click on the CAN/CAMs Alert Research

sub-tab.

Select your search criteria on the screen above. The Alert Issuer refers to the organization that created the alert.

The Date fields will default to today, but you can change if needed. You can narrow down your search by entering

the Alert Number from your email/text notification (if you have set up notification alerts on your user profile),

selecting a Card Type, and/or entering a Card Number. You can also choose to view only un-reviewed CAN/CAM

alerts by selecting that checkbox.

Once you’ve completed the screen, click the “Search” button. The results will display as shown below. If multiple

alerts match your search criteria, a list of the alerts will be presented; you can click the alert name to view the card

numbers involved (first screen below). If only one alert matches your search, you’ll be taken directly to a list of

card numbers (second screen below).


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Note that you can rearrange the columns in any of these grids by:

Clicking the header of the column you’d like to move

Dragging that column to your desired position

Releasing your mouse

If you’d like to save this view so that the next time you come to this screen, click the “Save View” button. You can

also export the results of any of these data grids by clicking the blue export arrow at the top right of the grid.

Click on the hyperlinked number in the ‘Total Alerts on a Card’ column to view all of the alerts that included that

card.

You can also click the “View Alert Description” link on the right side of the screen to open documents that provide

additional information on this alert. Click on a hyperlinked Alert Number to return to the Alert Details screen.


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Case Sheets The Case Sheets tool provides details on fraud cases that the OmniShield fraud system has created. For more

information, refer to the OmniShield Fraud User Guide.

To use this function, navigate to the Fraud tab from the main iQ navigation pane, and then select Case Sheets.

Enter your desired search criteria on the screen below. If you have set up your ID to receive email/text alerts for

new Case Sheets, you should have a Reference Number to help narrow down your search to a particular case.

Once you've completed the screen, click the "Search" button. Your results will display as shown below. Click on

the hyperlinked Reference Number to view the detail on the case you’d like to review.

The Cardholder Name field on this Search screen allows for entering partial names for

search.


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Lost/Stolen Card Search Lost/Stolen Card Search provides reports on cards that were blocked after your cardholders called our 24 hour

Lost/Stolen Card Hotline. To access this function, navigate to the Fraud menu in the main left-hand navigation

pane and then select Lost/Stolen Card Search.

The only required field on this search form is the ACRO, which will pre-populate if you only have access to one

acronym. You may choose to also enter a Reference Number, date range, Card Number, Employee ID, Reason

and/or Status to further limit your search results. Click the "Search" button to run the search.

The Search results show high-level data about the Lost/Stolen cards. To view additional details, click the blue

plus sign to the left of a specific card. Details will display directly below.


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Daily Totals

The Daily Totals function provides settlement totals, for a specified time period, and broken out by transaction

types. To access this function, click the Daily Totals button from the navigation pane on the left side of the

screen. You'll arrive at a search form, as shown below.

First, select the desired acronym from the ACRO drop-down box. (If you have access to only one acronym, it will

be prefilled for you.) Next, select the date or date range desired, then slick the Search button to view your results.

The results screen contains two tabs for settlement data: PIN (for all PIN based transactions) and Signature (for

all Signature based transactions). Within each tab, the Total Net Settlement that your institution received during

the specified timeframe is shown. This is then broken down by type of transaction. Any transaction type that your

institution received settlement for during the specified timeframe is included.

Amounts listed in red font indicate net FED ACH settlement that your institution received for

the transaction type shown.


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From the main results page, you can drill down for details on the individual transactions that make up the

settlement totals by clicking on Transaction Type names (the blue links on the screen above).

The detail page allows you to narrow down results by Amount, Date Range, Cardholder vs. ATM, and Transaction

Type.

Once you navigate to the detail screens, there are several views based on what you've

selected:

When you are on the PIN tab and click on any of the blue links, the results will be broken

down into a Cardholder and an ATM tab.

If you are starting at the Signature tab and click on any of the blue links, you will see results

broken down into a Signature and a Signature Chargebacks tab.


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From the original results screen, you can click the Account Number link in order to view the account numbers and

routing & transit numbers that are set up for the various types of settlement your institution could receive.

The Account Number results screen displays the account numbers and R&T numbers that are set up.


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Appendix: Using iQ Data Grids

Rearrange Columns

Click and hold down your mouse on the header of the column you'd like to move. Drag that column to where

you'd like it, and release your mouse.

Sort Columns

Click the triangle to the right of a column header to sort the entire results set by ascending or descending order

based on that column data.

Filter Columns

Use the text box below the column header to refine your search results by typing a value or selecting one from the

drop-down menu.

Export Results

Click the blue arrow icon to the top right of your results in order to export your results to further manipulate in the

format of your choice (Excel, CSV, or PDF). You can export the entire results set or just the results in your current

view.

Page Navigation

Go directly to the next, previous, first, or last page of your search results by clicking on the navigation carrots at

the bottom of the Results Grid. Go quickly to a specific page by entering the page number in the box "Go to

page." Change the number of rows displayed per page by selecting a value from the drop-down menu.

Add or Delete Columns

Right-click anywhere on the Results Grid, and a list will appear. Check or uncheck boxes to select or de-select

data you'd like to see.

Reset Columns

Restore system default Results Grid column and display settings by clicking the "Reset Columns" button at the

top right of the Results Grid.

Save This View

Once you have shown/hidden columns and rearranged columns to suit your job needs, you can click the

checkbox next to "Save This View" at the upper right of the grid. Upon doing so, your current grid view will

become your default view that you will see each time you log into iQ and perform a search in this area of the

application.

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