Overview:

Transactions will block at an ATM if a client selects an account not tied to the debit card (for example: savings). 

This block reason displays in both Xperience and Visa DPS. Associates can change or request to change which accounts are linked to a card. 

Remember: Each consumer client can have up to one checking and one savings account linked to a debit card. Business debit cards can only have one checking account per card. Read more 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.
3. Set Search Criteria to All Types.
4. Search by name, account number, or CIF.
5. Select the client's account.
6. In the top right-hand corner, select Related Functions. 
   1. Click PassPort Inquiry.
   2. Select card.
7. Click Associated Accounts.
8. If you do not see a savings account or a second checking account linked to the debit card, then do the following:
   1. Retail associates, follow office procedures. 
   2. Client Service Center associates, follow CSC procedures.
9. If you see two accounts linked to the debit card, follow VISA DPS procedures.

VISA DPS

Office 

Once you have determined an associated account needs to be added or edited, do the following:

1. Submit this Synapsys service event: Deposit Services > DS-Card Maintenance.
2. Complete all applicable fields:
3. In the Comments section, state that the accounts are reflected in Xperience but not in Visa DPS.
4. Tell the client that this change may take up to one business day.

CSC

Once you have determined that an associated account needs to be added or edited, do the following:

1. If the account is listed in Xperience but not in Visa DPS, then follow CSC procedure to update in Visa DPS.
2. If the account is listed in Visa DPS but not in Xperience or if not listed in either program, then follow CSC procedures to update in Xperience.

3. Passport

   1. Navigate to Passport.
      • In Xperience, click Silverlake > Streamline Platform Menu > ATM Card Maintenance.
   2. Enter the search criteria.
   3. Select the client's card. 
   4. Enter option 16 = Work with Transactions.
   5. Click card.
   6. Click change.
      
   7. Under Page Functions, click More Functions > Associated Accounts.
   8. Enter the correct account number(s) and click Submit.
      

4. Visa DPS

   Occasionally the associated accounts may be correct in Passport, but not in VISA DPS. Remember to look at the batch file schedule. If the request is urgent, or it appears there was an error in the batch file, follow the below procedures to update the information in Visa DPS.  

   1. Email a request to update associated accounts to Bank Direct Chat, including the following:
      • client name
      • client CIF
      • card number
      • account number(s) (limit one checking, one savings)
   2.  Jabber an available chat agent to alert him or her to the emailed request.
   3. The chat agent completes the request within 15 minutes.
   4. Bank Direct Chat reviews the service event and updates the information in VISA DPS.