Q&A and Support

Q: Should I keep ON-LINE CARD Number secret?

A: NO! Your ON-LINE CARD Number alone doesn't give anybody the ability to withdraw money from your card without your express permission! Transactions must always be authorized with your PIN (Personal Identification Number) when a Merchant requests a payment. ON-LINE CARD Number is your 'identifier' in your relationship with Card Issuer and online Merchants, it isn't secret and it doesn't need to be kept in secrecy; you may identify yourself with your ON-LINE CARD Number when you are contacting the card issuer, a Merchant or their support services.

Why? Because ON-LINE CARD (sm) Service utilizes innovative authentication and payment security protocols, different from those used by conventional credit card companies. These protocols involve additional security mechanisms, based on advanced encryption standards.

Q: Are my CVC, PIN and PUK secret?

A: Yes! Unlike your ON-LINE CARD Number, CVC (Card Verification Code), PIN (Personal Identification Number), PUK (Personal Unblocking Key) and most importantly - the 'card file' (any file generated by software, having *.olc extension, stored in the 'My Documents/ON-LINE CARD' directory) - must be kept secret and never be revealed to anybody!

Q: Is the 'Card File' (*.olc) a secret?

A: Yes! The 'Card File' (any file generated by software, having *.olc extension, stored in 'My Documents/ON-LINE CARD' directory) and the PUK code comprise the most important secrets in your posession! Please backup all *.olc files to removable media (disk, SD-Card or other) and keep them in a secure place where you keep other sensitive financial and personal information and documents; always keep a hard-copy of your Personal Unblocking Key (PUK) and *DO NOT* keep it in a text file on the same computer with the ON-LINE CARD (tm) application!

Note: The 'Card File' contains unique cryptographic material, generated by ON-LINE CARD (tm) Software and is a part of this software, it is your obligation according to the License Agreement to keep this file safe and NOT to delete it. You can think of this file like the magnetic stripe on a conventional plastic card, - your card would instantly be ruined if you removed the stripe from it!

Q: What is the PUK code for?

A: The Personal Unblocking Key or PUK is one of your ON-LINE CARD's secret attributes, perhaps even the most secret attribute of all. Along with the 'Card File' it gives access to your personal data, helps you to unblock the card in case it was blocked, lets you claim a replacement card after the expiration date. Please be most cautious about how you handle the PUK after it has been issued to you, never store it in data files on your computer, keep it only in a hard copy form!

See how to use PUK for unblocking your card in our: "How do I 'unblock' my ON-LINE CARD(tm) ?" section.

Q: What do I do to minimize security risks?

A: Here are the basic recommendations, which are absolutely necessary to follow regardless whether you are using ON-LINE CARD (tm) Service and Software or not:

1. Never open any e-mails with attachments from senders you do not know;
2. Never download or launch software from any vendors whom you do not trust explicitly;
3. Never keep passwords or other secret codes on stickers, attached to your computer... PLEASE!

Clients of the ON-LINE CARD Service should please remember the following:

1. You have these secrets in your posession: CVC (Card Verification Code), PIN (Personal Identification Number), PUK (Personal Unblocking Key), Card Files (every and all file(s) with *.olc extension in 'My Documents/ON-LINE CARD' directory). You must retain full control over these secrets at all times, provide backups and maintain control over all backup files. You must never reveal these secrets to anybody, willingly or unwillingly.]
2. We strongly recommend you to make a hard copy of all secret codes during the enrollment procedure by switching your printer on and clicking the 'Print Out' button on any screen having such a button before leaving the screen.
3. We strongly recommend you not to grant access to your computer under your user name to anybody, whom you do not explicitly trust; particularly when the ON-LINE CARD (tm) application has been succesfully launched and is still running.
4. Report any case of card suspension unless you know that you have not been using the card for some time and/or it wasn't suspended because of your fault to provide the right CVC or PIN. If the card has been suspended because you have entered a wrong CVC or PIN several times - you can re-activate it by launching the replacement procedure and submitting PUK (Personal Unblocking Key) when prompted. You will be issued a new set of 'Card File', CVC, PIN, PUK - again, please do not forget to print out this information and back-up the 'Card File' to removable media.
5. Remember that security is a process and a mindset, so keep learning and thinking.

Q: When Should I Launch ON-LINE CARD ?

A: You do not need to launch the ON-LINE CARD Application before you are attempting a log-in to the secure zone of a Merchant's web-site, - the application will launch automatically and prompt you for CVC (Card Verification Code). However you need to launch the Application to see your statements and perform other functions like 'Re-loads' or Maintenance on the secure 'Cardholder Services' web-site of our Service.

Why? Because the ON-LINE CARD Software is integrated with the browser, for your convenience.

Q: What if I enter wrong the CVC several times?

A: Your card will be suspended. We're doing our best to protect you from fraud even if your computer is compromised! Nobody except you knows the CVC ( Card Verification Code) of your card if you keep it a secret, attempts to guess this code will lead to immediate card suspension and will not give the intruder access to your data or money. We apologize if this causes you any inconvenience, but this is a part of our concern about your security!

Note: The CVC and PIN in our Service work exactly like ATM machines; your card gets suspended if you enter the wrong PIN several times. See also 'How do I unblock my card?' topic.

Q: I don't want to reveal any Data to this Provider!

A: Please cancel the sign-up or log-in procedure if you do not want any data marked as 'May be revealed' to be disclosed to the party listed on that page during the Protected log-in. This may not be the end of your log-in, as some Providers will let you access an incomplete version of a premium part of their web-sites.

Note: It's a corner-stone of our policy to ask for your express consent if any customer Data may become available to any third party as a result of any activity. We respect your privacy, we understand how harmful any abuse of your data may be and we encourage everyone to take all possible steps to keep all of your data under your complete control.

Q: Should I pre-launch the ON-LINE CARD(tm) before payment?

A: You do not necessarily need to launch the ON-LINE CARD (tm) Application before you are attempting a payment, the application will launch automatically and prompt you for a CVC and PIN (Card Verification Code and Personal Identification Number). If the card has been pre-launched you will be asked for a PIN only.

Why? Because the ON-LINE CARD (tm) Software is integrated with the browser for your convenience.

Q: How do I dispute the transaction?

A:

1. Right-click on 'OC' icon in tray and Log-in to 'Statements' secure web-site by choosing 'Statements' option in pop-up menu or activate the link: 'Cardholder Services' in 'Favorites/ON-LINE CARD' folder or on the 'Home page' of our web-site.
2. Find the transaction in question in the complete list of your transactions behind the 'Statements' link and click on 'Details'.
3. Make sure this is the transaction in question by reviewing all its details � date/time, Merchant Name, Merchandise specification etc. Click 'Dispute Transaction' button and write a message stating why you are disputing the transaction. Remember, by sending the message you are entering into a legal dispute with the payee and may be liable for providing false information and/or making false statements, this message is a serious legal document submitted by you for the attention of Issuer and Merchant!

Upon review of your complaint the Merchant or the Issuer may perform a 'charge back' or otherwise respond to your message. Please visit the page 'Messages > Incoming' from time to time until you receive a response to your complaint. You may exchange more messages regarding the issue after your initial complaint has been answered until the dispute has been resolved amicably.

Q: How do I 'unblock' my ON-LINE CARD (tm) ?

A: You will be notified that your card has been 'suspended' at the time of your next attempt to launch it. Please click the link: 'Unblock Card' in the balloon displayed in the lower right corner of the screen and follow the instructions. You will need your Personal Unblocking Key (PUK), which was issued to you along with CVC and PIN when you were applying for this service.

As a result of a successful Unblocking procedure you will be issued NEW: CVC, PIN, PUK and 'Card File' (*.olc), please do not forget to print out them all out and to make a backup copy of your NEW 'Card File'.

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Yolto.com is a digital ID and payment service for gamers and residents of Virtual Worlds.
You can establish and operate multiple game accounts and keep your real identity and financial data protected by using the Yolto Card. The Yolto Card is a re-loadable pre-paid software card for your gaming needs and safe online transactions.