Q: Why is the Card Profile status changed to Blocked?

Answer:

When a cardholder had entered 3 incorrect OTP, the card status will change from Active to Blocked.


Q: How to identify if the Card Profile status is Blocked?

Answer:

Option 1 (through Card Profile)

  1. Request PIC user with access to the Card Profile Management to login to CMS
  2. Navigate to Cards > Card Profile Management
  3. Select "Blocked" under the Status of the Filter Form and click Search. 
  4. The CMS will show all the related Card Profile with the status Blocked.

Option 2 (through Transaction listing)

  1. Open the CMS login page
  2. Click on Transactions > Transaction View
  3. Select "Failed Authentication Attempts - Card is Blocked" under the Transaction Activity of the Filter Form, and click Search.
  4. The CMS will show all the related transactions. 
  5. User is required to click the transactions to view more details
  6. Under the Transaction Activity Details section, it will show "Failed Authentication Attempts - Card is Blocked".


Q: How to resolve a Card Profile with Blocked status?

Answer:

When you have confirmed that the Card Profile status is Blocked, you may follow the steps below to unblock it.

Option 1 (through Card Profile)

  1. Request PIC user with access to the Card Profile Management to login to CMS
  2. Navigate to Cards > Card Profile Management
  3. Search the Card Profile and click into the Card Profile to view more details.
  4. User may click on Edit and update the status from Blocked to Active.
  5. Request PIC user with access to the Approval > Card Profile Approval Management to login to CMS and approve the request.

Option 2 (through Enrollment File)

  1. PIC user may insert an "Update" action in the enrollment file to update the status of the relevant card profile to Active.