You can change a PIN for an account holder, lock and unlock cards, reissue cards, or close a card using the dashboard. This guide provides steps for managing payment cards using the Highnote dashboard.

Reissue a card

Reissuing a card is the process of creating a new card with the same or different primary account number (PAN) while maintaining card lineage with the same PAR. 

To minimize the risk of fraud, you should only reissue a card that meets the following criteria:

• The original card is in possession of the cardholder, e.g., expiring/expired, damaged, or virtual.
• The original card is not subject to fraud or potentially subject to fraud.

Use cases

The following use cases are common for reissuing cards. For expiring and damaged cards, reissue with a new expiration date; for virtual cards, reissue with a new expiration date to generate a new CVV.

Lost or stolen cards

It is a best practice to treat lost and stolen cards the same -- by breaking lineage and issuing a new card, rather than reissuing.

Stolen cards

Do not reissue stolen cards under any conditions. When a card is stolen, our platform reports it to the payment network; so the card should not be reissued, even with a new PAN. Instead, close the old card and issue a new one to establish a new card lineage.

Lost cards

Highnote recommends that you not reissue lost cards as they are no longer in the possession of the cardholder, and like stolen cards, subject to fraud.

If your workflow requires that you maintain lineage for a lost card, contact support@highnote.com for help with lost card workflows.

Best practices

To ensure alignment with payment network policies and minimize cardholder disruption:

• Do not deactivate the virtual card until the cardholder activates the new physical card. 
• When reissuing a card, always supply the reason.
• Only reissue a card if it is in the cardholder’s possession.
• If the original card is virtual, reissue the physical card with a new expiration date (but same PAN) so that the cardholder has to activate it.
• Never ship a card that is already activated.

How to reissue a card

Use the following steps to reissue a card from the Highnote dashboard:

1. On the dashboard, search for the last four digits of the payment card. For searching tips, see Using the Highnote dashboard.

2. On the virtual card page, click More and select Reissue Card from the drop-down menu.
3. In the reissue payment card tab, set a new Expiration Month and Expiration Year.
4. Optional - By default, the Activate Card on Creation toggle is enabled. To keep the card deactivated, use the toggle to turn off this setting.
5. Optional - Click the Copy Card Number toggle to enable this setting. This reissues a card with the same card number. 
6. Optional - Click the Copy PIN toggle to enable this setting. This reissues a card with the same PIN. 
7. Click Reissue Payment Card. 

Suspend a card

There may be times when you need to suspend a card for suspected fraud or risk purposes. Suspending a payment card "locks" the card, providing the ability to re-activate the card and "unlock" it.

Use the following steps to suspend a card from the Highnote dashboard:

1. On the dashboard, search for the last four digits of the payment card. For searching tips, see Using the Highnote dashboard.

2. On the virtual card page, click Suspend Card.
3. Click Suspend in the pop-up window to confirm the card suspension. 

You can re-activate a suspended card by clicking Activate Card on the card page of the dashboard. 

Close a card

If an account holder loses their card or reports their card stolen, you can close their payment card from the Highnote dashboard using the following steps: 

1. On the dashboard, search for the last four digits of the payment card. For searching tips, see Using the Highnote dashboard.

2. On the virtual card page, click More and select Close Card from the drop-down menu.
3. Click Close in the pop-up window to confirm the card closure. Closing a card is permanent and can't be reversed. 

If a closed payment card needs to be replaced, you can issue a new card to the account holder. For more information, see Issue virtual cards.

Change PIN

You must use the Highnote API to change a PIN. For more information, see the Manage Cards developer guide.