INTRODUCTION

Q: What is Card Suite Lite?
A: Card Suite Lite is a mobile app that allows you to control how, when, and where your debit and/or credit cards are used. It is a simple and secure way to manage and monitor your payment transaction activity. Card Suite Lite can help keep your payment cards safe and provide instant alerts whenever your card is used.

Q: What is required to use this app?
A: Card Suite Lite requires you have a credit and/or debit card account issued from Benchmark Community Bank. You will also need an Apple or Android smartphone.

Q: How do I get the Card Suite Lite app?
A: Card Suite Lite is available on both Apple and Android mobile devices. If you have an iPhone, you can download the application from the Apple App store. If you have an Android phone, you can download the application from the Google Play store. Once the app has successfully downloaded to your mobile device, you can begin the card registration process.

Q: Is there a fee to use the app?
A: No, there is no fee to use the app.

Q: I received a new card number. Will it be automatically updated in the app?
A: If we replace your card with a new card number, you will need to add the new card to the app via the standard registration process. This can be done by clicking on "Add a New Debit/Credit Card" on the cards page. From there, you may scan your card or manually enter your card information. If you no longer want to access your old card, then you can archive and/or delete it.

Q: If someone gains access to my phone, will they get access to my card info stored in the Card Suite Lite app?
A: One can only access the application through the login credentials like the username and password. In addition to the username and password, we recommend using the biometrics-based login. Adding the biometrics adds an extra layer of security.

Q: What options can I use to log into Card Suite Lite without having to use my username and password every time?
A: During initial login, users are presented with the ability to configure biometric authentication. If the device does not support biometrics, the user is presented with the ability to create an app PIN.

REGISTRATION

Q: How many cards can I register?
A: There’s no limit to the number of cards you can register. The only condition is that the card(s) must have been issued by Benchmark. Please note that adding a large number of cards may impact application performance (i.e. latency when uploading multiple cards).

Q: What kind of cards can I register?
A: Debit and credit cards with a valid expiration date issued by Benchmark can be registered for the service.

Q: What if I am having trouble during registration?
A: If you have problems registering, call your local branch or use our contact us form for assistance.

Q: What are the password requirements?
A: Your password is case-sensitive. It must be a minimum of 8 characters and a maximum of 12 characters. No spaces are allowed, and it must also include at least 1 of each of the following:

• Uppercase letter
• Lowercase letter
• Special character - !@#$%&*()+~ o
• Number

Q: When registering, I received a message stating that the card was already registered. What does this mean?
A: The "Card Already Registered" message means that someone else has already registered the card. By clicking the "Add Card Anyways" option, you will be added as a shared user. See the “Shared Users” section for more information on this feature.

MANAGING THE APP

Q: Once I get a new replacement smartphone, how do I begin using the service again?
A: Just download the app to your new smartphone and log in with your current user ID and password. Your account information is not stored on the device. When a user logs into their existing account on a new device, all card controls, preferences, and transactions stay intact. For best practices, it is recommended to log in and validate that all your settings have carried over.

Q: My pending purchase shows it is for more than I paid. Why?
A: Some merchants send pre-authorizations at higher amounts to test cards’ validity. For example, a $25 gas purchase might display as $26. Pre-authorizations are common at the pump, for a hotel stay, or for a car rental. Even though the charge is listed in the app for more, it will clear your account for the correct amount.

Q: How do I access the menu or log out?
A: In the upper right corner, select your profile picture, and then select "log out."

Q: How do I know what app version I am using?
A: In the upper right corner, select your profile picture, and the version will be listed at the bottom.

Q: Can I customize my profile?
A: Yes, click on your initials or profile picture in the upper right corner. On the next page, click on "Edit Profile." From there, you can add or edit a picture that is stored on your mobile device, or you can take a new picture.

CARD CONTROLS

Q: What are the different types of control options available in the Card Suite Lite app?
A: Card Suite Lite offers three different types of controls:

• Merchant Controls allow you to control the merchants where your card can be used and set spend limits.
• Transaction Controls and spend limits allow you to control various transaction types, including online, in-store, contactless, ATM, and mail/phone. Using this feature, you can block specific transaction types to avoid fraud.

The third type, Location Controls, allow you to define an area where your card can be used. There are three types of location controls:

• When Location Shield is turned on, in-store, contactless and ATM transactions will be authorized within proximity of the last known phone location. If a card is shared with other users, the location of at least one enabled user must be within proximity of the mobile device for a transaction to be authorized.
• Region Shield allows you to select a ZIP code, city, and/or state where purchases can be made. Up to 50 regions can be added. When adding a region using the ZIP code, the app uses the ZIP code boundaries. If adding the city name, then the app uses the city boundaries.
• International Transactions by default is not enabled and will not block domestic or international countries until it is enabled. When enabled, only transactions from the Home country will be approved. The Home country can be changed to another country if needed. If you are traveling to an international location, you can add that country so that transactions will be allowed.

Q: Can the card be locked or unlocked?
A: Yes, the card can be Frozen or Unfrozen, which is equivalent to lock or unlock. The freeze card feature allows a user to lock their card temporarily. In the locked state, all transactions besides Autopay (recurring) will be declined.

Q: If my card is in a frozen status, will I be able to change the other control settings like transaction control, location control, and merchant control?
A: No. When the card is frozen in Card Suite Lite, you cannot make changes to card controls.

Q: By deleting my card in Card Suite Lite, am I closing my account?
A: No, deleting a card in the app does not change the status of your account. It only removes the card from Card Suite Lite, which deletes all the card controls.

Q: How long does it take for a control or alert setting to take effect?
A: Controls and alerts come into effect immediately after you save your preferences.

Q: Can I use Location Shield, Region Shield and International Transactions at the same time?
A: Yes. Location Shield, Region Shield, and International Transactions card controls can be used in conjunction with one another. When Region Shield and International Transactions are enabled, you will only be able to use your card in those regions/countries selected. Up to 50 regions can be added to Region Shield. You may add 25 countries for international transactions (including home country).

Q: I was at the merchant, and my transaction was declined. Why?
A: When a transaction is declined, a notification is sent to indicate what caused the decline. You can view the cause by tapping on the notification, which will bring you to the receipt. The reason for the decline will be listed in the receipt. Please note: The transaction could also be declined because of external factors like insufficient funds or fraud monitoring. If declined by external factors, the receipt will indicate "Declined by issuer."

Q: When a transaction is declined due to card controls, can I temporarily update the card controls to make that transaction a success?
A: Yes, you can temporarily override the decline by utilizing the One-Time-Override (OTO) function. This function is accessible within the receipt of the transaction. The transaction must be identical to the original transaction to override the decline.

Q: How long will my transaction history display?
A: Card Suite Lite will display enriched transaction history for the prior 12 months.

ALERTS

Q: What is a real-time alert?
A: A real-time alert is an immediate notification sent to you "in app." You can select to be alerted on all payment transactions, or you can choose just to be alerted for selected transaction types. If you shared your card with another user, you will also receive alerts when that user changes a setting on the card.

Q: Can I change what alerts I get?
A: Yes, you can control certain app notifications, such as transaction, card controls, and card management alerts.

Q: Will my notifications go to all users that I share my card with?
A: If you are the primary card owner, your notification will not go to the shared users. However, shared users will see the transactions made on the card.

Q: Where can I see all alerts?
A: Click on the "Bell" icon in the top right corner of the app. There, you will see all your alerts, notifications, and changes you made in the app.

Q: Why am I not receiving an alert?
A: Confirm that your mobile device’s notification settings (generally found in your Profile settings) for the Card Suite Lite app are enabled. If you are still not receiving alerts, please contact your local branch or use our contact us form for assistance.

ARCHIVING A CARD

Q: What does it mean to archive a card?
A: Archiving a card means hiding your card from the "Card" view on the app. The controls of the cards are not affected by archiving, and their state remains as it is. All transaction-related information on the card will be hidden when a card is archived.

Q: How do I delete a card from the application?
A: You can delete a card by navigating to Profile Settings > Archived Cards. Click on the archived card and delete it.

Q: How is archiving a card different from deleting a card?
A: Archiving a card keeps the card’s state intact and hides it from the card screen view, while a deleted card removes the card and its related data from the app itself.

Q: Can I see a card once I move it to the archive section?
A: Yes, you can see the archived card under Profile Settings > Archived Cards.

Q: Can I freeze a card that has been moved to the Archive section?
A: Yes, you can freeze/unfreeze a card once it has been moved to archive. You can also unarchive or delete an archived card from the Archive section.