AuricVault® Service Support

Please send an email prior to calling that includes:

  • Your name
  • Your company name
  • A direct phone number at which you can be reached
  • Logs or sample transactions (if appropriate)

Pre-production sandbox and integration support is available weekdays from 9:00 AM to 5:00 PM Eastern US (excluding federal holidays). Please select option 4 from the phone attendant.

Production support is available 24x7x365. Please select option 5 from the phone attendant.

When leaving a message, please speak slowly and leave:

  • Your name
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FAQ
Q
What is the token format?
A

The AuricVault® service generates token IDs that are 19 alphanumeric ASCII characters (A-Z, a-z, 0-9). Tokens you generate may be up to 40 UTF-8 bytes and include any UTF-8 character. 

Q
Why am I getting "Message timestamp..." errors?
A

If your local server's time is too far out of sync with the AuricVault® service you will receive one of the following errors:

  • VLT-190: Message timestamp is more than 30 seconds older than server time.
  • Message timestamp is more than 5 seconds newer than server time.

Messages must be within a few seconds of the current time. This reduces the possibility of a replay attack.

You must maintain an accurate time service (NTP) on your server. The NTP Pool Project is a good starting point for all operating systems: https://www.pool.ntp.org/en/

NOTE: Browser-side requests are not time checked. Client computers do not need to be properly time synchronized.

Q
Where is the tokenized information stored?
A

The tokenized information is redundantly stored with our hosting partner (Flexential) in their Allentown Pennsylvania and Seattle Washington facilities.

Flexential is a Level 1 PCI DSS Validated Service Provider. Auric has been hosting with Flexential since 2010.

Q
How long is tokenized data stored?
A

You define how long you want the tokenized data to be stored by setting a "retention period" when you create the token.

The AuricVault® service provides two default retention periods:

  • big-year: retains data for approximately 14 months.
  • forever: tokenized data is never deleted.

The retention is calculated from the last time the token was accessed. If you access a card stored with ‘big-year’ retention every month it will remain in our system until approximately one year beyond the last time it was retrieved.

Custom retention periods can be configured when you set up your credentials. We have clients using retention periods from 30 days through several years. 

Note: you can delete individual tokens at any time via the API

Q
What can I store?
A

Each token can contain up to 2,000 bytes of ASCII or UTF-8 encoded data. Binary data can also be stored by first encoding it into a text format such as Base64 or Hexadecimal.

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