Managing your card program

Using the dashboard

The Dashboard is your console to navigate the Apto Platform. In addition to starting testing in sandbox, activating your account, and customizing your Instant Issuance program, the Dashboard is your tool to monitor and support ongoing card program activity.

Monitoring card details, transactions, and program balance

The Overview section of the Dashboard shows the number of Cards Issued, Transaction cumulative Volume, and your interchange Revenue. You have the ability to display information across different timeframes.

The Users section displays all of your users who have interacted with your program. At a high-level, you can view their name, email, sign up date and KYC status. Though clicking on a particular user record reveals the full user details including; balances, address, non-PCI card information, and recent transactions. From here, you can select Load funds to transfer funds from your program balance to their Apto card account.

The Transactions section displays all of the transactions made using the cards issued by your program. At a high-level, you can view the associated merchant, transaction ID, card, amount, date and Status. You can filter transactions by Date, Amount and Status and click on each transaction record to reveal further details.

In the Accounts section of Settings, you’ll see overviews of your four developer accounts:

  • Program balance - Funds for you to add to cardholder accounts
  • Revenue account - Funds generated by cardholder transactions
  • Settlement account - Funds captured from cardholder accounts and held for settlement
  • Billing account - Funds to cover transaction fees and pay for card issuance

Your Dashboard will update in real-time as your program grows. As cardholders register, you’ll see the count of Cards Issued increase, while the balance of your Billing account decreases. As these cardholders transact, you’ll see their Apto card account balances decrease, while the Settlement account and your Revenue account grow.

All of this movement and activity is also captured in Apto’s reports, which you can subscribe to in Settings.

Available reports

Apto provides the following reports:

  • Daily Card
  • Daily User
  • Daily Transaction

Assembling your team

Apto is committed to making your card program experience a team endeavor. For the moment, only one person from your company can sign up and operate your card program. We’re working on building out a solution that provides the right level of control for all of your team members.

Cardholder support

Apto provides all cardholder support for Instant Issuance programs. Support is offered through our chatbot, phone, or email. Cardholders can also complete many actions themselves using our SDKs, such as blocking and unblocking their cards.

If you want to support your cardholders directly, please set up an Enterprise card program.

Getting help through the chatbot

Apto provides an SDK to embed a cardholder support chatbot into your application. This chatbot serves as the first line of support for cardholders. If it is unable to answer their questions, it’ll create a ticket for follow-up.

Getting help by phone

Cardholders can call the customer service phone number provided on the back of the card. The number is for Apto’s Interactive Voice Response (IVR) system. If the cardholder reports a lost, stolen, or compromised card, we close it immediately. Please note - this phone number (+ 1-855-459-0326) should be displayed on your website and within your cardholder applications.

Getting help through email

Cardholders can reach Apto cardholder support by email at cardsupport@aptopayments.com with any questions or requests. An email report of a lost, stolen, or compromised card is treated as critical and the card is closed as soon as the support agent handles the report.

Cardholder support hours

Apto’s support hours are Monday through Friday, from 8am-5pm PST, excluding U.S. national holidays. We acknowledge all customer service requests within one business day. Additionally, the IVR phone system and in-app support are automated and can provide some services immediately, such as closing a lost, stolen, or compromised card.

Getting help in-app

When you use mobile SDK, if a cardholder suspects that a card has been lost, stolen, or compromised, they can deactivate the card. This puts a temporary block on card transactions. The cardholder can also use the SDK to confirm that the card is in fact lost, stolen, or compromised, and permanently close the card.