Manage Multiple Active Cards

Under Review

This section reflects the previous release and will be updated soon. If you need to use this feature before documentation is updated, please reach out to your Client Success Representative or Technical Solutions Architect.

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The Cards section appears if configuration is set up to use Multiple Active Cards. If this section appears, the Manage Cards section doesn't appear.

The Cards section facilitates the use of Multiple Active Cards. This means there is a primary card and there may be one or more secondary cards, with activities such as collecting points on transactions and redemptions available on all cards with a status of Active. There is no set system limit on the number of cards in one account, but the client may have a policy limiting the number of cards an account may have.

This section only appears if Multiple Active Cards are activated. If they aren't, a section named Manage Cards appears instead. The instructions for the following procedures differ for that section. In addition, only the client service agent has access to this feature in the Console. The member may be able to initiate card management processes such as getting a card, but only the agent can use the Console to manage cards.

A card is considered valid if it can be used to enroll in the loyalty program. The card is valid for enrollment if it is allocated but not linked to a registered account, or if it is linked to an unregistered account. Conversely, a card isn't valid for enrollment if it is linked to a registered account with a status such as Active or Suspended, or if the card status is Cancelled or Deceased.

A card may have any one of the following statuses:

• Active: The card is in good standing. The customer is eligible to earn and redeem points.
• Suspended: The card has been placed in suspended status by the call or customer service center due to suspicious or fraudulent activity. The customer can't earn or redeem points. The card may be returned to Active status or progressed to Fraud/Abuse or Cancelled status, depending on the outcome of a review of card activity.
• Lost or Stolen: The customer has reported their card as lost or stolen. Customers can't redeem points when their card is in this status. This is a terminal state (the card can't be set back to Active).
• Damaged: The physical card has been damaged and must be replaced. This setting renders the current card inactive and is a terminal state (the card can't be set back to Active).
• Fraud/Abuse: An investigation has resulted in a finding of fraud or abuse involving this card. This setting renders the card inactive, but it can be set back to Active status if the investigation finds no fraud or abuse.
• Cancelled: The card has been cancelled, for example, at the member's request. This setting renders the card permanently inactive and it can't be used again (it can't be set back to Active).

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• A card can't be added if the account status is Closed. If you try to add a card (plastic or digital) to a Closed account, an error message appears.
• Cards are allocated from a pool of card numbers managed by Exchange Solutions card services. For more information about available card inventory, contact your Exchange Solutions representative.

View the Cards section

1. From the top menu of the Console, select Membership > Member Search. Select a search method and enter the required information. Click Search, then click the record returned to open the member details page.
2. Click the Cards section to expand it. The active and inactive cards associated with that member are shown, along with options to manage them.

The Primary card is initially the one card associated with the account. With Multiple Active Cards enabled, the member can add cards to become Secondary active cards. Once cards have been added, another card may be designated as the Primary card.

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Options in the Action menu depend on the business rules set for your configuration. The standard set of options are described below, but your configuration may vary. Contact your system administrator for more information.

Change the primary card

For a specific card number (other than the current primary card), select Set as primary card from the Action dropdown. The selected card becomes the primary card and a label appears to indicate this. The card that was previously the primary card becomes a secondary card. Note that either an active or inactive card can be set as the primary card, but an inactive card can't be used to redeem rewards.

Add a new card

1. From the top menu of the Console, select Membership > Member Search. Select a search method and enter the required information. Click Search, then click the record returned to open the member details page.
2. Click the Cards section to expand it.
3. Click Add new card near the top of the Cards section.
4. In the Add new card window, select whether the new card will be plastic or digital. A plastic card is a physical card that can be scanned at the point of sale. A digital card can be scanned at the register from a mobile phone.
5. If you selected plastic in the previous step, enter a card number (this isn't required for a digital card, as the number is automatically assigned). The beginning of the number is standard and already filled in — enter the remaining digits. This number must be one of the legitimate numbers supplied to your organization and must correspond to an authorized printed loyalty card. Contact your system administrator for more information.
6. Enter a card label (optional). This label can serve as a reminder about the function of the card or to whom it belongs.
7. Select the checkbox if you want to set this card as the primary card (it will replace the current primary card). If this checkbox isn't selected, the new card will be a secondary card.
8. Click Add.
9. If you set the new card as primary, a message in the window warns that the new card will become the primary and the current primary will become a secondary card. Click Accept to add the new card.

The new card is added with the parameters you have set.

Set a secondary or inactive card as the primary card

1. From the top menu of the Console, select Membership > Member Search. Select a search method and enter the required information. Click Search, then click the record returned to open the member details page.
2. Click the Cards section to expand it.
3. For a specific card number, select Set to primary card from the Action dropdown.
4. A warning window opens to confirm that the selected card will become the primary card and the current primary will become a secondary card. Click Accept to apply the change.

The selected card becomes the primary card and the previous primary card becomes the secondary card.

Update card status

1. From the top menu of the Console, select Membership > Member Search. Select a search method and enter the required information. Click Search, then click the record returned to open the member details page.
2. Click the Cards section to expand it.
3. For a specific card number, select Update status from the Action dropdown.
4. In the Update card status window, select the status you want to apply to the card.
5. Click Update.
6. A warning window opens to confirm the change in card status. Click Accept to apply the change.

The card status is updated. If the card was active and is now set to a different status, it moves to the inactive cards list. If the card was in the inactive cards list and is changed to Active status, it moves to the active cards list.

Replace a card

1. From the top menu of the Console, select Membership > Member Search. Select a search method and enter the required information. Click Search, then click the record returned to open the member details page.
2. Click the Cards section to expand it.
3. For a specific card number, select Replace from the Action dropdown.
4. In the Replace window, select whether the replacement card will be plastic or digital. A plastic card is a physical card that can be scanned at the point of sale. A digital card can be scanned at the register from a mobile phone.
5. If you selected plastic in the previous step, enter a card number (this isn't required for a digital card, as the number is automatically assigned). This number must be one of the legitimate numbers supplied to your organization. Contact your system administrator for more information.
6. Enter a card label (optional). This label can serve as a reminder about the function of the card or to whom it belongs.
7. Select the checkbox if you want to set this card as the primary card (it will replace the current primary card). If this checkbox isn't selected, the new card will be a secondary card.
8. Click Replace.
9. If you set the new card as primary, a warning window opens to confirm that the new card will become the primary and the current primary will become a secondary card. Click Accept to apply the change.

The replacement card is added with the parameters you have set.

See also

Transfer Ghost Card Balance