CARD GUARD FAQS

OverviewWhat is Card Guard®?
Card Guard is a free, easy-to-use tool within mobile banking that lets you decide when and where your America First cards are used. Download mobile banking from the Apple App Store or Google Play Store.

Is there a fee to use Card Guard?
No, our mobile banking app and Card Guard are free. However, mobile carriers may charge for internet access and use.

Is Card Guard secure?
Yes. The app only displays the last four digits of your card's number and no information is stored on your device.

Which mobile devices are supported?
Our free app is available for both Android and Apple devices.

What is required to use Card Guard?
If you already have the newest version of America First mobile banking, Card Guard is integrated in that app. If you do not see Card Guard within mobile banking, please update the version you have.

Log InHow do I sign up for Card Guard?
Card Guard is available is part of our free mobile banking app. Once you’ve downloaded the app from the Apple App Store or Google Play Store, log in using your America First credentials. Enable notifications and set your preferences to utilize Card Guard within the app.

I forgot my PIN/password. How do I use mobile banking?
Click the Forgot Password link on the login screen for the app and follow the instructions. If you still are unable to access your account through mobile banking, please call 1-866-224-2158 or visit a branch.

Control PreferencesI turned my card off. Will recurring transactions still go through?
Yes, but only those that are merchant-indicated and recurring.

How long does it take for a control setting to take effect?
Control settings will take effect as soon as they are added.

I went to a merchant, turned my card on, and set my location control there. Why was my transaction still declined?
Only the primary device can set locations. Transactions could also be declined because of other Card Guard control preferences or external factors like non-sufficient funds or fraud monitoring.

I set my location control but turned my phone off or it died. Will my transactions get declined?
If it's been off for more than an hour, location-based controls won't activate & the transactions will go through. Additional card controls will remain in effect.

I turned off international transactions based on location. What does this mean?
The default location for the international control is based on the device. If it's on, all transactions outside your home country will decline. You can change your home country to your preference.

I set a $50 spending limit, but my gas transaction was declined. Why?
In some cases, merchants will submit pre-authorizations on fuel purchases to test the card's validity. Some use a maximum amount, such as $126, while others set the minimum test charge at $1. If this pre-authorization goes over your set limit, the transaction will be declined.

When I set my location, how far can I be from the merchant for transactions to go through?
It's typically based on the transaction's zip code. If the merchant is near where you are, it will be approved.

Do I still need to notify America First when I travel if I use location controls?
Yes, you should still inform us of upcoming travel plans to avoid any unnecessary spending interruption.

I set a transaction type control to block ATM access, but a withdrawal still went through. Why?
If America First owns the ATM, it will process all withdrawals from your accounts.

Why did my transaction get declined?
There are many reasons for a denial. Go into the transaction details to view the denial reason. To troubleshoot it further, please use secure chat within online banking, call 1-800-999-3961, or visit your local branch.

Alert PreferencesWhat are alert preferences?
These let you know every time a card transaction is attempted. You can be alerted when all or preferred transactions are being made. Alerts are also available by location, transaction type, merchant type, and spend limit.

My alerts are set to notify me of every transaction, but I am not receiving any.
Only the device marked as primary and set to receive notifications will get alerts. You also need to enable notifications for the America First mobile banking app on your device. To check your status, log in and click on Settings at the main menu.

My card is turned off. Will I still receive alerts?
Yes.

Transaction HistoryHow long will a transaction history display?
Transactions show up for seven calendar days. Histories contain the last 50 transactions.

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

I accidentally denied a transaction that I wanted to approve. What can I do?
Whenever a transaction is denied unintentionally, tap on the alert to open it. Below the transaction details the app will allow you to close the alert or allow you to perform a one-time approval by tapping Authorize.

Doing so will remove your controls for the next attempted transaction and restore your controls immediately after. If no transaction is attempted within 10 minutes of tapping “Authorize”, the controls are restored.

Card Guard Settings

What forms of biometric authentication can I use to log in to mobile banking?
On supported iOS devices, you can use Face ID or Touch ID.
On supported Android devices, you can use Fingerprint Authentication.

I only want to manage one of my cards, but all my cards are being displayed.
To manage which cards are displayed and affected by changes, select Card Guard in the mobile banking app, then click the settings gear in the corner, followed by Hide/Show Cards.

I set my phone on do not disturb, but still get some alert notifications. Why?
Alerts will still be sent for in-store and ATM transactions. All other alerts will not be sent.