Overriding a card blocked for substantiation reasons

After a specified period of time, My Care Card automatically blocks cards when a member does not comply with a substantiation request. When this happens, cards are blocked and assigned a Closed status with a V3 closed reason code. If you have permission to do so, you can override cards that are blocked for substantiation non-compliance. Complete the following to override a blocked card.

Note: If your assigned security profile group does not include the Manual Override - Unblock Account permission, you cannot complete this procedure.

1.    From the menu, select Member Profile. The Search tab displays.

2.    Find the member for whom you want to unblock a card. The Member Profile tab displays.

3.    From the Issued Cards section, locate the card you want to override the blocked state.

4.    From the Action list, select Unblock Card. The Unblock Card window displays.

5.    From the The card is being unblocked because list, select the reason the best matches the cause for unblocking a card that has substantiated transactions.

6.    In the Additional explanation field, enter any notes regarding the unblocking of this card.

7.    Click Unblock card. My Care Card unblocks this card and the cardholder can continue to use the card to make transactions.