Bear Card Setup FAQ

 

Macon Bear Card Office:

478-301-2929 / hrs. M-F 9am to 5pm

Atlanta Bear Card Office:
678-547-6144 / hrs. M-TR 9am to 6pm
(1-2 closed) Fri 9am to 3pm

Email us at AuxServ@Mercer.edu

 

Bear Card/Mobile Credential

What is a Mobile Credential?

• A combined initiative of the Bear Card Office of the Auxiliary Services Department and Transact that allows your smartphone to take on the traditional functionality of a plastic ID card.

What is a Bear Card?

• The Mercer University ID or University Credential.

How Do I Get my Bear Card?

• You should receive a welcome email in your Mercer email account.  If Not Contact us by email at bearcardphoto@mercer.edu with your name and student number

How do I Know my Bear Card Credential is Ready to Use?

• Once you have added it to the device wallet. Note: there is no need to go to card management, as this can cause issues

How do I Use My Card?

• Apple: Hold the back of your phone next to the camera lens at the reader. You should not have to bring the card / wallet up to use Bear Card, nor does the screen need to be "awake". If the phone asks for a passcode, ensure Express Mode is enabled for Bear Card in Wallet.
• Android: hold back on the phone to a reader, screen must be on and "awake"
  (display active) also ensure your NFC is on in the phone's settings

Does Bear Card Work Without Cellular or Wi-Fi Signal?

• The bear card is stored on your device, so it is not dependent on cellular or WI-FI to function.

What is the Card policy?

• Mobile Credentials are free, while printed physical cards have a $35.00 fee.
• Physical cards are only printed by request and must be picked up in our Macon or Atlanta Office.
• Those with documented disability, non-compatible phones should contact the Auxiliary Services Office for a waiver of the fee.
• Mercerians are permitted to have only one active credential.
• A user may have either one android phone (wearables are not supported) or a combined iPhone and Apple watch.
• If a user chooses to pay the $35.00 fee for a physical card - mobile credentialing will be disabled for that user.

Why is My Card Listed as Suspended?

• When a user opens the Card Management Section and disables their card only the Bear Card Office can reactivate it. Try to avoid this section as much as possible. Contact the Bear Card Office to have your card reactivated.
• Make sure IOS / iCloud terms / UI are up to date.
• the Connection between the Authenticator and eAccounts may be broken. Remove the card from your Wallet and eAccounts and re-add it.  Contact the Office so we can make an adjustment to your account. 

Why is the Bear Card not working?

• This is a rare issue, but if it happens contact the Bear Card office so we can help with the issue.
• You may have an issue caused by the eAccounts App and Wallet App longer being connected (updates can do this). You can try removing your card from the eAccounts app and device wallet and re-adding it to them. Once you have, contact us at the Bear Card Office.

New Phone, why is my Bear Card not in my Wallet?

• The Bear Card / Mobile Credential does not automatically transfer to a new device. You should always remove the Bear Card from eAccounts before getting the new device.
• If you did not remove it, contact the Auxiliary Office. 

How do I add Bear Buck Funds?

• Online: Auxiliary.Mercer.edu > Bear Card > Make a Deposit > Make a Deposit Online > Login with Mercer Credentials.
• Kiosks located in the Tarver Library in Macon and Swilley Library in Atlanta.
• Our Offices can also process these requests.
• If there is an error message when attempting to add funds online, please contact us so we can resolve the issue.

Why is Bear Bucks Total Not Matching?

• Log out of eAccounts and back in, this should force it to update. If it does not contact the Bear Card Office.

 

Transact App FAQs

 

Transact eAccounts

I’m Not Seeing the Option to Add Bear Card to Apple Wallet / Gpay?

• Have you completed the Welcome email? (Contact us if you need the email at BearCardPhoto@Mercer.edu with name and MUID)
• Is your phone compatible? Contact us if it is not, or if you still don’t have the option and your device is compatible.

Why do I Have an Error Message when Signing In / Setting Up / Adding my Card?

• Have you completed the welcome email? Contact us if you need the email at BearCardPhoto@Mercer.edu with name and MUID)

• Contact office if error says your account isn't in the transact system.
• Check for any updates to your devices IOS / iCloud / UI as sometimes out of date software terms can prevent mobile provisioning.

Why is App not Loading?

• At times the App can get "stuck" from a back-up or re-download. If you restart / reset your device this should clear the issue.

Why Can’t I Add Funds to My Bear Card?

• Contact the Bear Card office to assist you.

I Have Funds but The Library Printer Is Not Letting Me Print

• This can be caused by your active card not being current in our system for reasons beyond your control (new phone, etc.). Notify our office and we will update your account and send a message to the I.T. Help Desk on your behalf.
  It can take up to 24 hours for this to update.
• It is the best practice whenever the Bear Card is removed from your phone and reinstalled to the wallet app that you notify the Bear Card Office so issues such as this do not occur.

 

Transact Mobile Ordering App FAQs

Why am I getting an Error / Decline Message When Using Payment?

• Contact the Bear Card Office to assist you. We need to make an adjustment to your account.

 

If you have any further questions or concerns with Transact apps or the Bear Card contact the Bear Card Office for Assistance.

 

Microsoft Multi Factor Authentication

Why do I need it?

• Mercer University uses Microsoft MFA for many Mercer systems for verification purposes such as Mercer email / Canvas /  Workday / etc. If you have already set it up for one of these, you have set it up for Bear Card as well.

How do I set-up?

• on the Auxilary Services website you will find setup guides according to device (iPhone Samsung, and Android) under Start Here for Bear Card Set-up. There also PDF guides under Instructional setup guide to what each step looks like.

What is my login?

• Usually the same as your Mercer Credentials.
• Law Students and Staff / Faculty will have a different login from their Law mail. (go to the instructional set up PDF) 
   
• Do I have to use Microsoft?

• Yes, The Mercer IT Help Desk requires all Mercerians to use the Microsoft Authenticator to provide secure access to Mercer Systems. No other authenticators are permitted or supported.

Why Am I Not Receiving Approval Notification?

• The connection to the eAccounts App and Microsoft MFA is unique to the device per download. If the App is added / redownloaded the connection is broken and the connection needs to be restored. This is done by going through the App set-up again.

The link to do so can be found on our website under Bear Card set-up.

•  A phone number can be used to access your 365 account and should be added during initial set-up.
•  If you have a new phone number, you cannot gain access to your 365 account and must contact the IT Help Desk so they can assist you in account recovery (478.301.7000 or Helpdesk@Mercer.edu.)  You will not be able to recover it yourself through the Microsoft website.  Once they have reset your Microsoft MFA go to the Set-Up guide to set up your Microsoft Authenticator again.

 

Apple Device FAQs

Do I need a photo to have a Bear Card on my phone?

• Yes, A photo is required and is the first step in the set-up process. The user will not be able to install without first doing this.
• Check your Mercer Email for the Welcome email and complete, if you are needing that email request it by emailing BearCardPhoto@Mercer.edu with your MUID and Name.

Why is My Approved Photo Not displaying?

• Make sure you have selected the option to add to Apple Wallet in eAccounts
• If you do not have this option in the eAccounts App, contact the Bear Card Office.

How Do I Check Device Compatibility and for Updates?

• Settings > General > About > Model Name (compatibility 6s or newer)
• Settings > General > Software update (latest IOS release)
• Settings > Apple ID > Update terms if needed.

Do I Need to Turn off automatic app off load?

Yes, go to Settings > App Store > Offload Unused Apps (Switch to Off) If this is left on you will need to be sure to login to eAccounts regularly as if eAccounts is removed, your Bear Card will also be removed.

Does it Matter How I’m Holding the Phone to the Reader?

• Yes, you should hold the back of the phone close to the camera lens, at the reader. You do not need to pull up the  Wallet / Card to use or wake the phone with express mode enabled.
• Larger iPhone Models (Pro, Plus, Max) need to be held at a slight angle or upside down at readers equipped with a door handle. The handle can obstruct the reader from reaching the phone’s internal antenna. (The back of phone near camera lens)

What is Express Mode? What does it do?

• This is a setting that is enabled by default to allow quick access to your Bear Card when making transactions (meal plan, building access, etc.). If express mode is enabled, you will not have to enter a device passcode for each Bear Card transaction. If disabled a passcode will be required for each transaction.

Do I need a Passcode on iPhone and for Apple Watch?

• Yes, you will need to have and keep a passcode to install and utilize the Bear Card.
• Many users find it helps to have their watch set to automatically unlock when they unlock their phone. This feature is in Settings > Face ID & Passcode > Unlock with Apple Watch.

What if my phone dies?

• Starting with iPhone X and continuing with newer models, express mode with power reserve is available for as long as there is a battery warning (usually indicated by an empty red battery symbol) Apple has stated that this can last up to 5 hours, but also that repeated battery draining and relaying on power reserve can affect this estimate.
  The Bear Card Office recommends keeping the device battery charged as much as possible.

 

Android Device FAQs (using Google Wallet)

Do I need a photo to have a Bear Card on my phone?

• Yes, A photo is required and is the first step in the set-up process. The user will not be able to install without first doing this.
• Check your Mercer Email for the Welcome email and complete. If you are needing that email,  request it by emailing BearCardPhoto@Mercer.edu with your MUID and Name.

Why is My Photo Not Displaying?

• Make sure you have selected the option to add to the Wallet. If you do not have this option, contact the Bear Card office.

How Do I Know Device Compatibility?

• Supported on NFC Enabled Android phone (turn on in settings)
• Settings > Software update
• Have the Google Wallet App on phone.

How Should I Hold My Phone and Should It Be Awake?

• For most Androids you hold the back of the phone at the reader, having NFC on in the phone's settings. Android phones must have their screens awake to utilize the card.

What about Phone battery?

• Androids must have power (be charged) and turned on. The display / screen needs to be active to use your phone.

Android wearables (watches)

• only the Galaxy 6 watch can be used with Samsung devices.  All other  Watches are Not supported, only one Android device can be active per user.

Why has my Android Stopped Working?

• Verify NFC is still turned on.
• Update phone if needed.
• New phone. If you failed to remove the card from the old phone, contact the Bear Card office so we can assist.

Do I need A Passcode?

• Yes, you will need to have and keep a passcode to install and utilize the Bear Card.
• In your android settings, disable "require device unlock for use" if enabled.  This allows not having to authenticate each use of your Bear Card  via passcode/fingerprint/Face ID you have for each Bear Card transaction.

Samsung Galaxy and Samsung Wallet

How do I set up my Bear Card for Samsung Galaxy Devices?

• Initial set-up is identical to other android devices and the same software updates and passcode protection will be required.

Can i change from Google Wallet to Samsung Wallet?

• Yes, open your Google Wallet and select the option to remove your Mobile Credential. After this is done, open / login to eAccounts and select the option to add to Wallet and then choose add to Samsung Wallet and follow the prompts. 

How do I check that my Samsung Wallet is updated?

• Open the Samsung Wallet App, Select Menu > Samsung Wallet Settings > About Samsung Wallet and select the update button if it appears.

How many Samsung Devices can I set up?

• One Samsung phone and the Galaxy Watch 6 (earilier models are not compatible) 

Can I have my mobile credential in Samsung and Google Wallet?

• No, you may only add your bear card to one android device / wallet at a time. 

How Do I Display my Mobile Credentials with Samsung Wallet?

• Swipe-up from the bottom of your phone's home screen to open the Wallet app, in Quick Access Tab, find your Mobile Credentials and tap on it. (authenticate when prompted.)

Do I Have to Wake my Screen?

• With Samsung Wallet there is no need to turn on or unlock the phone's screen to use Mobile Credentials. 

What if My Phone's Battery Dies?

• For eligible Samsung Galaxy Phones, up to 15 transactions can be made within 24 hours after the phone powers off due to low battery.