Registration

1. How do I get signed up? Go to your app store (Google Play for Android users or App Store for Apple users) and search for UnityControl.  Download the app and follow the on-screen prompts to register your card(s).

   

2. What are the UnityControl password requirements?
   A minimum of 8 characters and contain:
   -1 upper case character
   -1 lower case character
   -1 number
   -1 special character
3. Can multiple cards be linked to one registered UnityControl account?
   Yes. Cardholders can register multiple cards from Unity Bank. Additional cards are added by going to the Menu>Manage Portfolio>Add Card. 
4. How can a cardholder complete registration if they started the process but did not complete it?
   Relaunch the app on the same device. Once you select New User and enters the card number, the app restarts the registration process at the previous stopping point. If a different device is used, new registration is required.
5. How long can the cardholder’s address be?
   UnityControl accepts an address up to 50 characters. The Address and ZIP code must match the primary or owner address located on the cardholder record.
6. How many cards can be registered in the UnityControl app?
   15 cards.
7. What type of information does the cardholder need to register a card?
   Required information includes:
   -Card number
   -Address
   -Zip code
   -Expiration date
   -CVV/CVC code
   Secondary authentication includes:
   -Security token sent in an email
   -Last 4 digits of the social security number
8. When loading more than one card on a device, what type of information does the cardholder need to register each card?
   The cardholder enters the same level of detail entered for the original card. This information includes the:
   -Card number
   -Address
   -Zip code
   -Expiration date
   -CVV/CVC code
   Secondary authentication includes:
   -Security token sent in an email
   -Last 4 digits of the social security number
   Multiple individuals can register the same card as long as they know the card details – example: Multiple individuals registering one card can include parents/dependents, spouses, or employers/employees.
9. 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.
   All devices that have registered a particular card can view or change the UnityControl settings for that card.
10. Can a cardholder modify UnityControl settings from the non-primary device?
    Yes. Controls (including the On/Off setting) are set at the card level, so the last update  to a control is honored regardless of which phone was used to make the change.
    Alerts are set at the device level, so each primary device will receive alerts that were set up from the particular device. The primary device can be re-set by accessing Settings |
    Primary Device.
11. If a parent registers a card for a child, can the child change the controls on the card?
    Only cardholders with access to the user name and password to the UnityControl app can modify the controls.
12. UnityControl may prompt the cardholder to enter the amount of a PIN-based transaction performed in the past 72 hours.
    I don't use a PIN, I just sign when I use my card: If you do not have an email or SSN on your record, you will be requested to perform a PIN-based transaction. The amount entered is compared to the historical transaction data. The PIN-based transaction may be performed at an ATM or to make a purchase.
13. Do cards require an update in UnityControl if they are reissued or replaced?
    Depends. If the card number does not change, no.
    If the card number is new, yes. Add the new card number to the cardholder’s profile. Unmanage the old card through the UnityControl app>Manage Portfolio. Uncheck all cards and accounts and tap OK.
14. Can a cardholder re-enroll in UnityControl if the previously unsubscribed?
    Yes. To use UnityControl again, you will need to registers as a new user. You will be required to select a new user name; if you try to enter your previous user name, an error displays. 
15. What is the format of the cardholder tokens?
    Security tokens are emailed. The one- time passcode expires 15 minutes after the email is sent. If the token expires, you can request another one.
16. You did not receive the security token even though a message displayed stating that the token was sent. Where is the security token?
    Check your spam or junk folder. The email is from Elastic Email on Behalf of Unity Bank. The one-time registration password is forwarded to the email address on the cardholder record.
    The one-time Forgot Password security token is sent to the email address that you entered when registering in UnityControl.
17. Why am I encountering the error: Please enter a valid username and password?
    The error occurs when the "Use this email as username" check box on the registration screen is incorrectly selected (checked) by default. Deselect this box before proceeding with  registration.

UnityControl Phone App

1. Why does a password error message display on the Login screen even though I'm entering the correct password?
   Each time you enter an incorrect user name or password, this message displays. On the third attempt, the account is disabled. For security reasons, the message continues to display even if the cardholder enters the correct user name/password.
2. How long does the app stay logged in if I don't log out?
   5 minutes
3. How do names appear on the card within this app?
   <Last name>, <First name> Example: DOE, JOHN
4. Does UnityControl display the card status?
   Yes. The Card Details section displays the card status –Active, Inactive, or Restricted.
5. When a card is lost, does the new card number need to be registered manually through the app?
   Yes. The new card number must be registered.
6. How is a lost card number removed?
   The old card cannot be removed but the cardholder can unmanage the old card through the UnityControl app>manage Portfolio.
7. Which smart phones does UnityControl support?
   Android and iPhone.

Transactions

1. Does the app show recent transaction history?
   Yes. The app shows last 50 card-based transactions pending or posted within last 30 days.
2. I can't purchase gas at some gas stations-why?
   Some merchant types preauthorize your card for an amount larger than the actual transaction amount. 
   
3. What type of transactions display in UnityControl?
   UnityControl only shows the transactions performed with the card. It does not show the transactions without the card, such as teller transactions, direct deposits, or bill pay to or from an account.
4. Is the balance updated to include teller transactions?
   Depends. The balance is updated if the account processor supplies the updated balance. The balance is updated the next time the cardholder logs into UnityControl.
5. What does the decline message read if a cardholder is declined due to Internal bank, exceeded daily card limits? There are 2 response codes: 015-enter lesser amount or 033-exceeds transaction limit frequency-if the denial is due to too many attempts
6. What happens to transaction authorizations if UnityControl times out?
   If an authorization times out due to a communication failure, the transaction bypasses the UnityControl controls and continues with the authorization process. If the transaction passes all other authorization checks, the transaction is approved.
7. Where and how long are tags or memos saved when they are added to a transaction?
   The transaction entry is updated in the database with the tag and memo information and is available for as long as you can see the transaction.
   

Controls and Alerts

1. What is the range of the My Location controls and does it impact internet transactions?
   5-mile radius of the primary device. My Location impacts card present transactions only. Therefore, internet transactions are not impacted.
2. If My Location is set and the primary device is off, are transactions denied outside of the My Location area?
   Depends. Unity Control ignores location information more than 8 hours old-meaning, if the phone is off for more than 8 hours, My Location controls do not take effect and the transaction is not denied.
3. If My Location is set but the phone is left at home, are transactions denied outside of the My Location area?
   Depends. Unity Control performs a proximity check based on ZIP code or city, so if the merchant is close to home, the transactions are not denied.
4. Can a cardholder turn on My Location for a dependents card?
   No. My Location is only effective for the enrolled cardholder. To limit the dependents card, the cardholder uses the REGION LOCATION feature. Set up to 3 regions using the map to designate the area. The regions are effective for all users with the same card number.
5. A region has been set on the map. Does this mean the card can only be used exactly in this region?
   Depends. The region shows the approximate area where the card can be used, the area must be greater than 5 square miles. Unity Control performs a proximity check based on ZIP code or city; if the city or ZIP code of the merchant overlaps with the selected region in the map, the transaction is approved. If the merchant defaults to a corporate location, the cardholders state is used.
6. Do location controls, merchant controls, threshold controls, and turning the card off impact previously authorized recurring transactions?
   No. Previously authorized recurring payments continue to process and bypass Unity Control edit checks.
7. How long does it take for a control or alert setting to take effect?
   Immediately. Control settings take effect as soon as the Updating information message in the app disappear.
8. How are controls established for various merchant types?
   Unity Control contains specific merchant types used for controls or alerts through the Alert preferences or Control Preference screen. Each merchant type contains various merchant category codes (MCC).  Note: It is possible for a retailer to differ from the UnityControl merchant type classification. Merchant types currently supported are: Department stores, Entertainment, Gas Station, Grocery, Household, Personal Care, Restaurant, Travel and Others.
9. How do cardholders turn on alert/control for ATM transaction?
   The Card On/Off or a Spend Limit control may be used. MCC cannot be used to control ATM transactions.
10. How does a cardholder turn off notifications at certain times, such as when the cardholder is sleeping?
    Set the DO NOT DISTURB time to suppress notifications. Some notifications are still delievered-for example, any transaction denial or any card-present transaction.
11. Are the alerts sent as email or push notifications to the device?
    UnityControl alerts are sent as push notifications to the phone. The alerts also display under MESSAGES in the UnityControl app.
12. If a cardholder sets multiple alerts and a transaction violates these alerts, will the cardholder receive a separate message for each alert?
    No. The alerts are consolidated into one message.
13. When is the low balance alert generated?
    Even if the available balance credit has fallen below the threshold, UnityControl only updates the available credit when the cardholder logs into UnityControl or when the cardholder taps refresh. Either of these situations will trigger an alert.
    There are no plans to generate low balance alerts in other situations.
14. Why did the cardholder receive an alert if it was not set?
    Alerts are always sent for
    • Denied transactions
    • Deposits
    • Refunds
    • When a shared user changes a control setting
    • Card status changes
15. Why is a transaction denied for My Location or My Region when the merchant is physically located within the boundaries?
    UnityControl compares the geographic location of the mobile device to the merchants Reg E information sent with the transaction. Occasionally, the merchant’s address is not the physical location of the merchant. For example-the corporate or regional address of the merchant-causing the transaction to be denied.

International

1. Can cardholders block all international transactions?
   At this time, all international transactions are currently blocked by default from Unity Bank. If you are traveling and wish to use your card for travel, please contact Unity Bank at 1-877-212-2423 to make arrangements for your card to work during your travel.
2. Can cardholders use the UnityControl app outside the United States?
   Yes, if the app is downloaded and installed from the United States app store before the cardholder goes abroad. Cardholders can update and manipulate their card controls while outside the United States.
3. Does the UnityControl app block international also block international internet (card not present) transactions?
   No. The location controls are applicable to in-store transactions only.
4. Can a cardholder use UnityControl on a phone bought outside the United States?
   Depends. During a new phone activation process, the cardholder selects the resident’s country. From an app store perspective, this selection determines the cardholder’s native country. When publishing an app on Apple or Google App stores, the publishers designates the territories where the app is available. UnityControl is set up as a United States app. Smart phone users can only download apps available in their native territory (or country) even if they happen to be visiting or relocating to a foreign country where different apps may be available.
   This has the following implication for cardholders:
   -If the native country setup on the phone and app territory do not match, the cardholder cannot use the app on their phone.
   -UnityControl is specifically setup for the US, so phones set up for any other territory cannot use the UnityControl app.