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FBB Card Guard Frequently Asked Questions

What activities do I need to notify my bank on?

You will want to contact the bank when you are traveling, going out of the county or if you need a limit increase for your card purchase limit.

Can a user re-enroll in Card Guard if they previously unsubscribed?

Yes. To activate an unsubscribed user, you register as a new user. 

How long does it take for a control or alert setting to take effect?

Control settings take effect as soon as the “updating information” message in the app disappears.

How does a user turn off notifications at certain times, such as when the user is sleeping?

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

Does the app show recent transaction history?

Yes. The app will show the last 50 card-based transactions posted within the last 30 days.

How do I turn my card on and off?

From the Card Details screen, tap the toggle switch to turn your card either Off or On.

Will recurring transactions be blocked if my card is turned off?

No, your recurring transactions will not be blocked and will continue to be processed.

Do I need online/mobile banking to use Card Guard

Yes.  You must have online/mobile banking to use Card Guard.   

Who do I contact if I have questions regarding my card controls or to report a possible fraud?

If you have questions regarding the Card Guard app you can call our Customer Service department and they can assist you.

How do I know if a control is enabled or disabled?

The toggle will appear green, for an Apple device, or blue, for Android, next to the control, this means the control is enabled.  Note: When changing a control you will need to click save or the check mark to enable that control.

What are regions?

The region shows the approximate area where the card can be used; the area must be greater than 5 square miles. Card Guard can typically map the transaction down to a ZIP code or city.  If the city or ZIP code of the merchant overlaps with the selected region in the map, then the transaction can still go through. There are instances where a merchant location cannot be mapped down to a ZIP code or city, in which case Card Guard will default to a state-level match.

Does Card Guard replace the need for me to contact the bank when I travel

Card Guard provides enhances security for your First Bank of Berne Debit card, however our transaction monitoring does not change.  Therefore, we ask that you please contact First Bank of Berne when you are traveling to ensure the best experience with your card when you travel.

What types of phones are supported by Card Guard?

Currently Card Guard works with the most recent mobile operating software as well as the two past generations of Android and iPhone devices.

What if I want to stop using this service?

If you decided that Card Guard does not meet your needs, no problem. However, you must delete your card from Card Guard BEFORE you uninstall the app. That's because your custom security settings are saved on our servers and will continue whether your app is installed or not. To avoid potential issues in the future, it will be necessary for our system to know your desire to stop using the app.

How do I unsubscribe from Card Guard?

There are a few ways you can unsubscribe from Card Guard:  1. You can unsubscribe through the app via Manage Portfolio in the settings.  To unsubscribe, uncheck all card and accounts and tap OK, OR, you can contact First Bank of Berne customer service for assistance.

If my card is lost or stolen, do I have to manually register my new card through the app?

Yes.  The new card number must be registered.  The replacement card is added to the enrolled user’s profile through the menu, Manage Portfolio option, Add Card.  You can also un-manage the lost/stolen card here.

What is the purpose of assigning a primary device?

The primary device is used to track the GPS for My Location alerts and controls.  Additionally, all merchant and threshold alerts are sent to the primary device.