Overview

Transactions block if a client uses a card with an expiration date other than what is on file in as the currently activated card expiration date. Use VISA DPS or Passport to determine if a transaction is blocking due to invalid expiration date.  

See additional information on expiring debit cards here.

Xperience

1. Verify the identity of the client by using one of the following:
   • Identification: CSC Phone Procedures
   • Clients in person
2. In Xperience, click Customer & Account Inquiry.
   1. Set the Search Criteria to All Types.
   2. Search by name, account number, or CIF.
3. Select the client's account.
4. Select Misc. Accounts.
5. Choose the appropriate card.
6. To view transactions, select History.
7. View Transaction Status: 
   • Error code: Issuer Not Available (91)
8. 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. Search by card in Visa Resolve Online - VROL.
2. Examine the Transaction Response code:
   • D-125: Suspected Counterfeit Card
     
3. Click the transaction amount to load additional transaction details:
   
4. View Details.
5. Click General Information and examine the Card Expiration Date:
   
6. Compare the above to the expiration date in VISA DPS > Card and Account Maintenance > Status Information > Expiration.
   • Office associates may have access to the physical card to verify Expiration Date.
     
7. To complete the transaction:
   1. If the client has the new card in his/her possession and has already activated it:
      1. Ensure the client is using the new card.
      2. Have the client update the card information on file for the merchant.
   2. If the client has the new card in his/her possession and has not activated it:
      • Have the client activate the card, and then try the transaction again.
   3. If the client does not have the new card yet, and the old card has fallen off due to the two card reissue rule: 
      • Do not reorder a card. The newly-ordered card will arrive before a reordered card.  
      • If the client needs a card immediately, direct client to an instant issue office.