CardLock®

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The Newest Way to Lock in Security and Peace of Mind

Our innovative CardLock service puts the power to prevent credit and debit card fraud in your hands. With one quick phone call to the automated system, a visit to the secure website, or use of the mobile app, you can lock or unlock purchase authorization on your card account.

Use it from time to time or all the time — the choice is yours. No matter how you choose to use CardLock, if anyone tries to make a purchase while your card is locked, you'll be automatically notified by phone of the transaction attempt. Note: recurring transactions such as fitness club membership fees will not be declined by a card's locked status.

CardLock is free if you have a Provident Visa credit card, otherwise it's only $4.99 a year for each enrolled checking account with a debit card.

How to Register Your Card

Using the toll-free CardLock number 877-CULOCK1 (877-285-6251)

  1. Call (877) 285-6251
  2. You will be prompted to press #, then to press 1 to enroll.
  3. Enter the 16-digit card number to enroll. Other Provident cards can be added later.
  4. Create and enter a 4-digit security key code that will be used for future CardLock activity.
  5. Confirm/enter the phone number to associate with the account. If desired, enter additional account numbers and/or phone numbers as prompted.

On the Web

  1. Go to www.cucardlock.com
  2. Create an account by entering a username (a valid e-mail address) and creating a password.
  3. Enter the 16-digit card number to enroll. Other Provident cards can be added later.
  4. Create and enter a 4-digit security key code that will be used for future CardLock activity.
  5. Enter the last 4 numbers of your SSN.
  6. Click "Enroll."
  7. You will then be prompted to sign in with your username and password.
  8. Now you can lock your card, add more cards, and/or add phone numbers to your record.
How to Lock and Unlock Your Card

Using the toll-free CardLock number

  1. Call (877) 285-6251 (877-CULOCK1).
  2. Select the option to lock or unlock an account.
  3. Enter the 4-digit security key code when prompted; listen to current account status.
  4. Select the option to change the lock status as desired.

On the Web

  1. Go to www.cucardlock.com
  2. Enter your username and password.
  3. A list of your locked/unlocked accounts displays.
  4. Select the account to lock or unlock; click the lock icon to the right of the number.
  5. Enter and confirm your 4-digit security key code.
  6. Click "Lock."
  7. The list will then display the updated card status.

With the mobile app (app download instructions below)

  1. Click on your mobile app icon.
  2. Your user name should be populated. Enter your password and sign on.
  3. Choose "Locked Cards" or "Unlocked Cards." A list of your locked or unlocked cards will display.
  4. Choose the card you wish to lock or unlock.
  5. Press "Security Code" and enter your 4-digit key code.
  6. Press "Lock this Card" or "Unlock this Card"
How to Get the Mobile App for CardLock

CardLock has Smart Phone mobile apps for iPhone, Android, and Blackberry. To use the mobile app you must first be registered for CardLock via the web and then can use your smart phone for locking, unlocking, as well as adding other Provident cards and adding more of your phone number(s) to your CardLock profile.

You will be prompted at Web registration (www.cucardlock.com) about the mobile app option and then directed to this information. If you are already registered on the web, click the "get mobile" icon to access instructions.

Download Mobile App Icon
Get Mobile

These mobile app instructions then display:

iPhone

  1. Click on the App Store icon on your iPhone. This will take you to the App Store.
  2. Click on the "Search" button and enter the text "cardlock".
  3. Click on the CardLock app in the search results and then press the "Install" button.
  4. CardLock is now ready to use.

Android 2.0 and Higher

  1. Using your phone, open the Internet Browser and enter the following location (note: it is case sensitive): https://www.cucardlock.com/DownloadAndroid.htm
  2. Once the page has loaded on your phone, click on the "Download" button.
  3. If you are prompted, then you will need to give permission to install the app on your phone.
  4. After the download has finished the app should then be installed on the phone.
  5. CardLock will be installed to the "Applications" section of the phone.

Blackberry

  1. Using your phone, open the Internet Browser and enter the following location: https://mobile.cucardlock.com/deploy/
  2. Once the page has loaded on your phone, click the link for "CardLock"
  3. When the Download screen appears, select "Yes" and check the box to "Open file after download"
  4. After the installation begins select "Yes" to continue if prompted to trust the publisher.
  5. Depending upon your specific phone the CardLock application may be installed in the "Applications" folder or the "Downloads" folder.
  6. Click on the CardLock icon to launch the CardLock application.

Once you have installed the CardLock application on your phone, use the same User ID and Password to access your accounts that you use on the CardLock Web site. If you haven't registered already you will need to do that from the website: www.cucardlock.com

Frequently Asked Questions
Q.

Can the credit union lock or unlock my card for me?

A.

We can assist you with navigating the site, but cannot lock or unlock your card on your behalf. For locking/unlocking assistance, please call (877) 285-6251.

Q.

What if I lock my card and someone tries to use my account number in a transaction?

A.

If a purchase authorization is attempted on a locked account, the authorization will be declined. The transaction will be detected by our fraud detection system, which will initiate a call to you to advise you of the attempted use of your locked account.

Q.

How many phone numbers can be used for an account?

A.

You may register an unlimited amount of phone numbers. When you call from a number you have registered with CardLock, the automated phone system will recognize you and expedite the lock/unlock process.

Q.

Regarding joint accounts, does the joint owner have the same rights to lock/unlock the card as the primary cardholder?

A.

With joint accounts, both members have the same account number and any action taken by one of the cardholders will impact the account for the other cardholder as well. You will create one self-select key code, which you both will use. You can register multiple phone numbers so, for example, both could call and be recognized in the IVR from your own cell phones.

Q.

What if I forget to unlock my card and use it in a transaction?

A.

The transaction will be declined (not authorized). You will need to call the toll-free number for CardLock (1-877-CULOCK1), use the mobile phone application or website to unlock your card. This process takes less than 60 seconds and the account will be immediately unlocked. At that point the transaction can be reprocessed.

Q.

What if I have recurring payments set up for my credit or debit card accounts? If I lock my card, will these transactions still go through?

A.

Yes. Locking a card has no effect on previously authorized charges to an account, provided the merchant uses a recurring transaction identifier on the transaction. For example, if you have arranged for recurring ACH payments to pay for your fitness club account, these charges will still go through and post to the specified account.

Q.

A card was unlocked but the transaction was declined. Why is that?

A.

The reasons other than CardLock for authorizing or declining transactions are still in effect, such as fraud prevention, card status, and limits-related rules. We will need to look at the transaction in order to confirm that the card was unlocked and determine what caused the decline.