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CardLock Help

Frequently Asked Questions(FAQs)

What is CardLock?
How does CardLock work?
Why should cardholders use CardLock if the credit union already provides fraud detection services?
How can members get help?
How does CardLock work with automatic recurring transactions?
Is there a fee for this service?
What if a cardholder forgets to unlock their card and they use it for a transaction?
What are some practical reasons members would lock their cards?
Does CardLock work for all credit and debit cards?
Can I lock cards from other financial institutions?
How to Enroll Your Card
How to Lock and Unlock Your Card






What is CardLock?
CardLock or www.cucardlock.com is the only fraud prevention service of its kind that gives cardholders the ability and control to proactively lock and unlock their accounts for signature based use.

CardLock protects
debit and credit cards in the same manner that locks protect homes and cars or any other valuable assets. When you’re not using your car, you lock it. When you’re away from your home, you lock it. Now, when you’re not using your payment card, you can lock it, too.

CardLock works as an additional layer of protection against fraud to supplement the fraud prevention measures already in place for the credit union’s cardholders.

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How does CardLock work?
All debit and credit card transactions – whether performed directly at a merchant location, over the phone, or via the Internet – go through an automated electronic process to determine whether the transaction will be authorized or approved. Generally, this process involves checking the account to see if it is open and in good standing and verifying that the account has the funds or credit available for the purchase amount.

CardLock enables cardholders a special parameter in the authorization sequence that tells the process whether to block (or not block) the transaction from proceeding. Up until now, cardholders have not had the ability to lock their accounts on their own.

When a cardholder locks his/her account with CardLock, any attempt to authorize a signature based transaction on that account will be declined and no charge will occur. In addition, the cardholder will get a call or alert from the fraud department that a transaction has been attempted on their locked account.

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Why should cardholders use CardLock if the credit union already provides fraud detection services?
Because most fraud detection services in place today are designed to evaluate the likelihood that a transaction attempt is fraudulent based on a history of cardholder behavior. Depending on how high or low the fraud detection system assesses this likelihood; it may or may not decline the transaction. So, it is still possible that an account can be used in a fraudulent transaction without the account holder’s knowledge or permission.

*Note: The cardholder is still responsible for protecting their cards and access codes, carefully monitoring their statements, and reporting any unauthorized activity on their card.

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How can members get help if they have issues with using the CardLock service?
Support for any CardLock-related issues is available by calling: 877-285-6251 (877-CULOCK1)

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How does CardLock work with automatic recurring transactions?
Locking a credit or debit card has no effect on previously authorized charges to an account, provided the merchant has properly set up their operation to designate the charge as a recurring type of transaction. For example, if a cardholder has arranged for recurring payments to pay for his/her fitness club account, these charges will still go through and post to the specified credit or debit account. If you have concerns about this, contact the merchant with whom you have recurrent transactions and confirm that yours are set up as a recurring transaction type.

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Is there a fee for this service?
No, this product will be offered free for a limited time.

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What if a cardholder forgets to unlock their card and they use it for a transaction?
The transaction will be declined (not authorized). You will need to call the toll-free number 877-285-6251 (877-CULOCK1) or visit the Cardlock website to unlock the card. Once unlocked, you can use your card immediately.

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What are some practical reasons members would lock their cards?
  • To help prevent fraud
  • To have added confidence when shopping online
  • To protect card from unauthorized uses when no use is planned for the card during an extended period of time
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Does CardLock work for all credit and debit cards?
Yes, CardLock works for all South Carolina Federal Credit Union issued debit and credit cards.

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Can I lock cards from other financial institutions?
No, only South Carolina Federal Credit Union issued cards can use this product.

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How to enroll your card.
Enrollment by Phone
  1. Call 877-285-6251 (877-CULOCK1).
  2. You will be prompted to press #, then to press 1 to enroll
  3. Enter the 16-digit account number to enroll (you can add others later).
  4. Enter a 4-digit security key code (you create it and use for future CardLock activity).
  5. Confirm/enter phone number to associate with the account.
  6. If needed, enter additional account numbers and/or phone numbers as prompted.
Enrollment by Web
  1. Go to www.cucardlock.com. Create an account by entering a username (a valid email address) and create a password.
  2. Enter a card number (others can be added later).
  3. Create and enter a 4-digit keycode that will be used for future CardLock activity.
  4. Enter the last 4 numbers of your SSN.
  5. Click “enroll.”
  6. You will then be prompted to sign in with your username and password.
  7. Now you can lock your card, add more cards, and/or add phone numbers to your record.
Once an account number is enrolled, cardholders can lock or unlock the account at any time, 24 hours a day, 365 days a year.

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How to lock and unlock your card.
Cardholders lock and unlock their accounts by phone or by visiting the CardLock web site. Here’s the process for each channel:

Locking or Unlocking by Phone (assumes account and related phone number(s) are already registered)
  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.
Locking or Unlocking by Web (assumes user has previously enrolled and registered the account)
  1. Go to www.cucardlock.com.
  2. Enter username and a password.
  3. A list of 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.
Locking or Unlocking by Mobile Phone Application (you must first register on the web or by phone to create your username, password, and security keycode)
  1. Bring up your CardLock application.
  2. Enter your username and password and log in (after your first use, the application will remember both).
  3. Select your desired action and card from the dashboard.
  4. Enter your security keycode.
  5. Touch lock/unlock to complete the action.
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Online Banking Enrollment

Enrolling in Online Banking is simple and FREE:

  1. Enter your User ID
  2. Enter Phone Banking PIN as your Password
  3. Click on the LOG IN button

If you don't know your Phone Banking PIN, please contact us at 843.797.8300 (Charleston) or 800.845.0432 (Nationwide).