Overview

Transactions block if a client enters in the incorrect CVV code on an online transaction. Use VISA DPS to determine if a transaction is blocking due to an invalid CVV code. 

We do not have access to view the client's CVV code. If the client can no longer read the CVV code, reorder the card and charge a fee. If the client needs a card immediately, direct him/her to the closest instant issue office. 

Xperience

Inquiry:

1. Verify the client's identity.
2. In Xperience, click Customer & Account Inquiry. 
   • Set Search Criteria to All Types.
   • Search by name, account number, or CIF.
3. Select the client's account.
4. >In the top right-hand corner, click Related Functions.
   • Choose PassPort Inquiry.
   • Select card.
   • To view transactions, choose History.
5. View Transaction Detail:
   • Error code: Issuer Not Available (91)
6. To assist clients with this error code:
   • In person, contact Call Me Direct (CMD) at ext. 397100.
   • On the phone, advise the client contact Bank Direct at 850-402-7500 or 888-671-0400.

VISA DPS

In VISA DPS:

1. In Visa Resolve Online - VROL, search by card.
2. View the transaction Response Code:
   • D-129: Suspected Counterfeit Card
     
3. To load additional transaction details, click the transaction amount:
   
4. View details:
   
5. Click Authorization Data and view the CVV2 Result field:
   
6. To complete the transaction, have the client use the verify and re-enter the CVV.
7. If the client cannot see the CVV code, remember that we do not have access to it. Offer to reorder the card for the client for a fee, or direct the client to the nearest instant issue office.