Cougar Card Terms and Conditions

The Cougar Card is the official University of Houston (“University” or “UH”) identification card and access credential. It is required for all active members of the University community. Acceptance and use of the Cougar Card – whether physical, mobile, or digital - constitutes agreement to the following terms and conditions governing its use.

General Use and Eligibility

1. Only one Cougar Card – mobile or physical (paired with the digital QR code) can be active at a time.
2. The Cougar Card entitles the cardholder to privileges associated with the cardholder’s classification (e.g. student, faculty, staff, or approved affiliate such as special program).
3. A ShastaBUCKS account is automatically established for each cardholder upon issuance of a Cougar Card.
4. All rights and privileges associated with the Cougar Card are non-transferable. Only the individual pictured on the card is authorized to use it for access, purchases, or other University services. Sharing a physical, mobile, or digital Cougar Card is prohibited.
5. Eligibility for Cougar Card privileges is contingent upon maintaining active status as a student, faculty, staff or special program participant.
6. Cardholders must carry their Cougar Card at all times and present it to any UH official upon request.

Card Issuance, Image Use, and Privacy

1. Photo images captured for Cougar Card issuance become part of the cardholder’s University record and may be used for official University business in accordance with applicable laws and University policy.
2. The University will disclose cardholder information to third parties only as required by law, or with the cardholder’s written authorization.

Card Care and Prohibited Alterations

1. Cardholders are responsible for safeguarding their Cougar Card and reporting lost, stolen or damaged cards promptly.
2. The Cougar Card should not be physically altered or digitally manipulated in any way. Punching holes, bending, defacing, or intentionally damaging a physical Cougar Card may render it inoperable and will require a card replacement at the cardholder’s expense.
3. Any misuse, alteration, reproduction, or fabrication of the Cougar Card may result in disciplinary action by the University.

Mobile Cougar Card

1. The mobile Cougar Card is a digital version of the Cougar Card provisioned to a compatible mobile device and is subject to all applicable terms of this agreement.
2. Use of the mobile Cougar Card requires a compatible device, supported operating system, and proper configuration within the UH‑approved mobile credential platform.
3. Cardholders are responsible for securing their mobile device, including the use of passcodes, biometric authentication, or other available security features.
4. Sharing, lending, or allowing another individual to use a mobile device with an active mobile Cougar Card is prohibited and constitutes card sharing.
5. The University is not responsible for access interruptions, transaction failures, or service limitations resulting from device malfunction, battery depletion, operating system issues, mobile carrier service, or third‑party platform outages.
6. Cardholders must immediately suspend their mobile Cougar Card if a mobile device is lost, stolen, or compromised using Find My on Apple devices, Cougar Card Connect in AccessUH, the UH Go app, or by contacting the Cougar Card Office.
7. The University reserves the right to suspend or revoke a mobile Cougar Card independently of a physical Cougar Card.

Violations and Disciplinary Action

Any violation of these terms and conditions, use or attempted use of the Cougar Card for purposes other than its intended use, may result in disciplinary action, including, but not limited to, revocation or confiscation of the card and referral under applicable University policies.

Lost and Stolen Cards; Unauthorized Use 

1. Lost, stolen, or unauthorized use of a Cougar Card must be reported immediately online via AccessUH through the Cougar Card Connect icon or through the Campus ID section of the UH Go app. If a replacement card is needed outside of normal business hours, a temporary card may be obtained format the UH Police Department.
2. Cardholders needing a replacement physical card should schedule an appointment or join the virtual line through CougarQ in AccessUH. A $20 replacement fee is required and must be paid in-person at the time of pickup. Acceptable payment methods are listed on the Cougar Card website. Cardholders may switch to a mobile Cougar Card at no cost.
3. Until the card is reported lost or stolen, the cardholder may be responsible for all transactions made with the card. Suspected unauthorized use should also be reported to the UH Police Department.
4. Failure to accurately and truthfully report the circumstances of a lost or stolen Cougar Card may result in disciplinary action, including revocation or confiscation of the Cougar Card.
5. Cardholders may possess only one active Cougar Card at a time. When a replacement card is issued, all previously issued cards will be deactivated and rendered unusable.

Confiscated Cougar Cards (Card Sharing)

1. If a Cougar Card is confiscated by University officials because it was shared or used by anyone other than the assigned cardholder, the University may immediately deactivate the card. All rights and privileges associated with the Cougar Card are non-transferable. A deactivated card is not valid for University access, services, or transactions including but not limited to building access, meal plans, ShastaBUCKS, Cougar Dining Dollars, and other card-enabled privileges.
2. Deactivated Cougar Cards are to be destroyed and cannot be reactivated. The cardholder must make an appointment with Cougar Card Services and pay the applicable replacement card fee to be issued a replacement Cougar Card, consistent with standard replacement card procedures.

Cardholder Financial Responsibilities

Cardholders are encouraged to protect their card just as they would protect cash and to keep the card in a secure place at all times. 

1. If the cardholder reports a lost or stolen card within two business days after the loss or theft, the cardholder’s responsibility for losses due to another party’s misuse of the lost or stolen card will be no more than $50.
2. If the cardholder fails to report a lost or stolen card within two business days after the loss or theft, the cardholder’s maximum responsibility for losses due to another party’s misuse of the lost or stolen card will increase to $500.
3. If the cardholder fails to report a lost or stolen card within 60 days after the loss or theft, the cardholder’s liability for losses due to another party’s misuse of the lost or stolen card will be unlimited.
4. Any monetary balance on the Cougar Card is refundable under the following conditions:
   a. Damaged Cards: Immediate transfer of the remaining balance from a damaged card to the new card will be made at the time of reissuance. Damaged cards must be relinquished to the Cougar Card office.
   b. Lost or Stolen Cards: Subject to the terms of this agreement, remaining balances from lost or stolen cards will be transferred immediately to the new card at the time of reissuance. 
   c. Closed Accounts (ShastaBUCKS Accounts Only): Individuals may request to close their ShastaBUCKS account at any time. There is a processing fee of $5 for closing an account with a balance of more than $5; balances of $5 or less are nonrefundable. Cash withdrawals or refunds are not permitted. Requests to close a ShastaBUCKS account can be made on the Cougar Card Services website.
5. Cardholder forfeits any ShastaBUCKS balance remaining on the Cougar Card after one year of inactivity of the ShastaBUCKS account.

Entitlement to a Receipt, Account History 

If a point-of-sale terminal used by cardholder is equipped to provide a receipt, cardholder will receive a receipt at the time of using the card. Cardholder may view account history through AccessUH via the Cougar Card Connect icon.

Error Resolution Procedures 

If cardholder believes there is a discrepancy with a transaction related to their Cougar Card, or would like more information about a transaction listed on an activity report or receipt, cardholder shall immediately contact Cougar Card Services at (832) 842-CARD (2273) or in writing at cougarcard@uh.edu. The written statement should include: cardholder name and PeopleSoft ID#; a description of the transaction in question and a thorough explanation of the alleged discrepancy; the date, time and location where the alleged error took place; the dollar amount of the transaction; and a phone number where the cardholder can be reached.

Cougar Card Services must receive inquiry requests from the cardholder no later than sixty (60) days after an alleged discrepancy appears on the cardholder’s account. The department will complete investigations within ten (10) business days after receiving the notice. If an error is found, it will be promptly corrected. The office will send a written explanation to the cardholder following completion of the investigation.

Governing Law; Venue. This agreement will be governed by the laws of the State of Texas without regard to choice of law principles. The parties consent to the jurisdiction of the federal and state courts in Harris County, Texas, over any proceeding initiated with respect to the enforcement or interpretation of this agreement.