Upward CardControls App
Stay in control of your Upward credit and debit cards with the Upward CardControls App, a separate standalone app designed specifically for managing your cards. The CardControls App is separate from the Upward Mobile Banking App and must be downloaded separately.
With CardControls, you can lock or unlock your card, set spending limits, add travel alerts, and receive transaction notifications, all from your mobile device.
Travel Alerts
Traveling outside the country? Add a travel alert before you go to help ensure your Upward credit and debit cards are ready to use while you're away.
Simply enter your travel dates and the countries you plan to visit.
Lock or Unlock Your Card
Misplaced your card? Temporarily lock it in the app to prevent it from being used.
If you find your card, simply unlock it and continue using it as usual. If your card is lost or stolen, contact Upward Credit Union for assistance.
Spending Limits
Set spending limits on your card to help manage purchases and stay on budget.
Transaction Alerts
Stay informed by setting alerts to notify you of card activity and transactions.
To Get Started
Download the Upward CardControls App.
Setup a Username & Password (this is a separate app and requires separate login credentials)
Report a Lost or Stolen Card
If your card is lost or stolen, contact your financial institution immediately. If you notice fraudulent activity on your Visa card, promptly contact your financial institution. Monitoring your transactions regularly will help you identify any unauthorized activity.
Domestic
(650) 231-1300 M-F 9 a.m.-4 p.m.
(888) 241-2510 (available 24/7)
International
Please be prepared with the following information:
Your name
Your card number or member number
The date and time when the card(s) was last in your possession
The last purchase or withdrawal information — date, time, amount, location, etc.
Card Activation & PIN Changes
The phone number you are calling from must match the one on file with the credit union for these services to work.
Disputes, Inquiries, Payment Errors & Refunds
If you notice an unfamiliar transaction on your account, contact the credit union immediately so we can help to determine the next steps you need to take.
Understanding Charges and Timelines
Merchant refunds, please allow 3-5 business days for the transaction to process and settle.
Pre-Authorization holds may appear after your card is processed by a merchant, please allow 3-5 business days for the transaction to settle or cancel/release.
Merchant Dispute vs Unknow Transaction Dispute
A merchant dispute usually involves a business you know or conducted business with in the past.
Review your account, has the merchant charged you in the past?
The charge may be related to something you purchased then later canceled/returned, a recurring membership/subscription, or a purchase you forgot about.
Attempt to contact the merchant via email or phone to inquire about the charge (in many cases the merchant's name and phone number appear in the transaction line). Merchants may be located in a different time zone so allow up to 2-business days for a response. Mornings may be the best time to call.
If you are unable to resolve the issue with the merchant, the credit union can help you file a formal dispute (supporting documents may be requested).
An unknown transaction dispute involves an unfamiliar party.
The transaction could be from a forgotten transaction or suspected fraud.
Attempt to contact the merchant and inquire about the charge (in many cases the merchant's name and phone number appear in the transaction line).
If contact information is unavailable or you are unable to resolve the issue with the merchant, the credit union can help you file a formal dispute (supporting documents may be requested).
Research & Timelines
Our fraud investigation team will begin researching the situation once any required documentation has been received.
Dispute timelines may vary, but in general may take up to 10 business days to resolve the issue or issue a provisional credit.
Upward Credit Union, 1860 El Camino Real, Suite 100, Burlingame, CA 94010