CardLok FAQs

CardLok FAQs

  1. For Apple devices, search for CardLok on the App Store
    1. App Store link - https://goo.gl/8AYpY1
  2. For Google devices, search for CardLok on the Google Play Store
    1. Google Play link - https://goo.gl/r7eUri
  1. How do I create my User Profile?
    1. Download the application from the Apple App Store or Google Play Store
    2. Click on the "Don't have a login? Sign Up Here!" text button.
    3. Enter your PIN and mobile number information into all fields requested;
    4. Tap Next to continue
  2. During user profile setup, the one-time password was never sent to me. What do I do now?
    1. Click Cancel on the OTP Confirmation screen
    2. Review Profile to confirm user entered mobile phone number correctly
    3. Click the Checkmark again; OTP will be resent
  3. During user profile setup I did not write down my One-Time Password that I received via SMS. How can I get another one?
    1. Click Cancel on the OTP Confirmation screen
    2. Review Profile to confirm user entered cell phone number correctly
    3. Click the Checkmark again; OTP will be resent
  4. How do I enable Touch ID for login and PIN entry?
    1. Click on the main menu button in the top left.
    2. Click "Settings"
    3. Click on the "Use Fingerprint for Log In" and "Use Finger Print for PIN Entry" options. Both sliders should light up when enabled. If your sliders do not light up, it is likely that you do not have a mobile device that reads fingerprints.
  5. Why do I have to give this app permissions to access certain functions of the phone?
    1. Push Notification Services – allows CardLok verification screens to appear on your phone
    2. Receive Notifications- allows CardLok verification screens to appear on your phone
    3. SMS - used to text verification codes, as a security feature
    4. Camera – needed to scan QR codes or capture your “blink and smile” selfie for FaceLok
    5. Register Phone to Account –this is required if you change your phone; this setting provides additional security and identity verification services
  1. How do I add my ICB Account?
    1. Return to your enrollment email – Step 3
    2. Tap Add Account
  2. I am trying to add my ICB Account. What is the Registration ID?
    1. The Registration ID is a code, unique to you, that is used to create an account tied to the customer. This ID will be populated by tapping the “Add Account” blue link in your ICB enrollment email
  3. I am trying to add my ICB Account. What is the Activation Code?
    1. An activation code is a one time code that is used to active the customers account in our system.This code will be populated by tapping the “Add Account” blue link in your ICB enrollment email
  1. I can’t login to the CardLok application.
    1. Enter the mobile number that you registered with. Ensure the country code of your mobile number is selected
    2. Enter the PIN.
    3. If you do not remember your PIN, you can reset your PIN by Tapping “Reset Password” from the outside menu and follow the steps provided. View more information here: Settings – Reset PIN (Not Logged In)
  2. I forgot my PIN after login. How do I reset it?
    1. Tap “Change PIN” from the Main Menu
    2. Follow the prompts to change your PIN;
    3. More information is here Settings – Change PIN
  3. I have no accounts in my application, Or My account(s) have disappeared. What do I do?
    1. Click Here to add your Account: CardLok User Enrollment Add ICB Account/Card*
    2. If your account is no longer appearing in your CardLok application, contact ICB at 1-866-602-4207, or email customersupport@intercreditbank.com for more information.
  4. How do I contact ICB?
    1. Contact ICB with any questions at 1-866-602-4207, or email customersupport@intercreditbank.com
  1. The time expired on my Card Unlock before I finished the transaction at the merchant. What do I do?
    1. Simply, create a new Unlock Card request in the app.
  2. The transaction ended up being more than what I set as the maximum unlock. What should I do?
    1. Your transaction will likely be declined.
    2. If the current Unlock Card request is still open – Tap the unlock request and Tap “Delete”
    3. Create a new Unlock Card request for the correct amount, and ask the merchant to run the transaction again.
  1. I think the transaction was approved, but I don’t see it in my history.
    1. The CardLok mobile application stores only the “Unlock Card” history and status. Your transaction detail can be found on your ICB account.
    2. Contact ICB on their toll free hotline, 1-866-602-4207, or email customersupport@intercreditbank.com for a detailed history of your cards transactions.
  2. How do I know if the transaction was successful?
    1. The CardLok mobile application stores only the “Unlock Card” history and status. Your transaction detail can be found on your ICB account.
    2. Contact ICB on their toll free hotline, 1-866-602-4207, or email customersupport@intercreditbank.com for a detailed history of your cards transactions.
  3. The transaction amount was lower than the maximum amount setting but it was declined. Why?
    1. Contact ICB on their toll free hotline, 1-866-602-4207, or email customersupport@intercreditbank.com for a detailed history of your cards transactions.
  1. I accidently pressed the Cancel UnLock Card button. What happens to the transaction?
    1. Your transaction will be declined. Create a new Unlock Card request, and ask the merchant to run the transaction again.
  2. I need to change my Account Settings. Where do I go to do that?
    1. Tap the Account tab from the main menu or bottom slider menu.


  1. I have no accounts in my application, Or My account(s) have disappeared. What do I do?
    1. Click here to Adding an Account Questions
    2. If your account is no longer appearing in your CardLok application, contact your Card Provider for more information
  2. I forgot my Password. How do I reset it?
    1. Tap on the Main Menu button in the top left
    2. Tap "Settings"
    3. Tap “Change Password”
    4. Follow the prompts to change your password
  3. I forgot my PIN. How do I reset it?
    1. Tap on the Main Menu button in the top left
    2. Tap "Settings"
    3. Tap “Change PIN”
    4. Follow the prompts to change your PIN
  4. How do I enable Touch ID for Application Login and PIN entry?
    1. Tap on the Main Menu button in the top left.
    2. Tap "Settings"
    3. Tap on the "Touch ID"
    4. Swipe the Slider to Right for Use Touch ID for Log In
    5. Swipe the Slider to Right for Use Touch ID for PIN Entry and Enter your PIN
    6. Both sliders should light up when enabled. If your sliders do not light up, it is likely that you do not have device that reads fingerprints.