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SecurLOCK FAQs


What is SecurLOCK Equip?

SecurLOCK Equip is a new mobile app that allows you to control how, when, and where your debit card is used. It is a simple and secure way to manage and monitor your debit card activity. SecurLOCK Equip can help keep your debit cards safe and provide instant notifications whenever your card is used.

What is required to use it?

SecurLOCK Equip requires you to have a Cottonport Bank debit card. You will also need an Apple or Android smartphone. After downloading the app, you will be instructed to enter your full card number along with other authentication information. Once the app is registered, you can begin using it immediately.

How do I get the SecurLOCK Equip app?

It’s simple. If you have The Cottonport Bank mobile app, you are auto enrolled. Just follow the prompts when you login to your mobile app on November 18th. 

If you do not have The Cottonport Bank mobile app you will need to download it from wherever you get your apps. For Apple devices, download the app from the App Store, and for Android devices, download the app from the Google Play Store. Once the app has been successfully downloaded to your smartphone, you can register your card.

Is there a fee to use the app?

No. It is free so you have more control over your card.

 What kinds of cards can I register?

You can register your Cottonport Bank debit card(s).

How many cards can I register?

Fifteen.

How many logins can I have for the same card number?

Unlimited.

What kinds of mobile devices are supported?

Android (version 4.1 or later), Apple (iOS) device model 4S, 5, 5C, 5S, 6, or 6 Plus with iOS operating system version 8, 9, and 10, and all future devices/releases going forward are supported.

Why do you need my email address?

Your email address is needed in case you forget your password and need to reset it.

Is SecurLOCK Equip a Cottonport Bank product?

The Cottonport Bank offers SecurLock Equip, but it is a product that may also be offered by other banks.

Once I register my cards, how do I begin managing and monitoring my payment activity?

You can begin using the service immediately. We recommend first trying the on/off feature. To use this click the green toggle button just below the card image where it says Card ON/OFF. This means that all transactions (except for recurring) will be declined. When you’re ready to make a purchase, simply click the toggle button again and it will turn the card back on, meaning it is available to use. It’s that easy. Now you have ultimate control to help combat fraud.

 After you become comfortable with the on/off function, you can start selectively setting controls by channel (in-store, online, mobile, ATM, etc.). You can also set transaction spending limits, select geographic locations where the card can be used, set specific merchant categories, view recent transaction history, receive real-time alerts, and much more.

By turning my card off, am I closing my account?

No. Using the card controls does not change the status of your account.

If I have my card turned off, will my recurring transactions go through?

Yes. Merchant recurring transactions will be approved. Additionally, you can choose to receive alerts on recurring transactions as well.

What are Alert Preferences? What are Control Preferences?

Alert Preferences are an immediate notification sent to the user via the app. You can choose to be alerted on all your payment transactions, including recurring payments, or you can select just preferred transactions. Preferred alerts are available by spending limit, location, transaction type, and merchant category.

Control Preferences allow the user to block transactions types of their choosing and they will receive a real-time alert that the transaction was declined. You can choose to set preferred controls by spending limit, location, transaction type, and merchant category code. As an example, if you set a control spend limit of $100, every transaction above $100 will be declined.

How long does it take for a control or alert setting to take effect?

Settings take effect immediately after you set and save the option.

Can I set a control higher than Cottonport Bank’s spend limit?

No. Standard limits set by Cottonport Bank take precedence over any controls set within the SecurLOCK Equip app.

 Can I use “My Location,” “My Region,” and “International” at the same time?

“My Location” and “My Region” can work independently or together, but they cannot be used in conjunction with “International.” If you are traveling internationally, you still need to contact The Cottonport Bank to have travel notes added to your card to avoid any interruptions.

"My Location" uses your mobile device location to match it to the address or location of the merchant where you are making an in-store purchase.

"My Region" allows you to designate and assign specific geographic locations on a map. The address or location of the merchant where you are making an in-store purchase will be compared to the regions you have selected.

I turned my card on and set My Location. My card could be used in the next town when my phone was not with me. Why was it not declined?

The device location is sent to the service when significant location changes are detected. The information is used to match address information from the store where you make the purchase. Sometimes the full store address is not available. In this case, the service may look at the zip code or corporate address. Because of this, your transactions will still be allowed because the zip codes are close together or the corporate address will be disregarded. To learn more, go to the app and click “Control Preferences” -> “Locations” -> and click the “i” next to “My Location.”

I set a control for a merchant type and then transacted with that merchant. Why was the transaction not declined?

Sometimes the merchants do not have the correct merchant category code defined at their point-of-sale terminals. Therefore, the transaction would be able to go through. For example, you turn on a control to block grocery store transactions, but your transaction can still go through. That merchant is more than likely not using the correct merchant category code to categorize the transaction as grocery. This would be the same if you set the alerts for merchant type.

My alerts are supposed to notify me of every transaction, but I am not receiving them.

Make sure your device is set at the primary device, as the primary device is the only one that will receive alerts. You can use the settings menu in the app to set your device as primary.

If you have multiple users of the same account they will be notified if one of the users changes a preference to set their device as primary.

If I get a new smartphone, how do I begin using the service again?

Just download the app to your new smartphone and log in with your current user ID and password. You can then set your controls and alert preferences.

I received a new card number. Will it be automatically updated in the app?

You will have to add the new card number to the app. This can be done by going to “Manage Account” and adding the card. Be sure to click “unmanaged” for the old card.

If you received the same card number with a new expiration date that will automatically update in the app.

How long will my transaction history display?

The last 50 transactions will display in the app for 30 calendar days.

My pending purchase is showing more than I paid. Why?

Some merchants send pre-authorizations at higher amounts to test the card’s validity. For example, a $25 gas purchase might display as a larger dollar amount. Pre-authorizations are common at the pump, for a hotel stay, or for a car rental. Even though the charge is listed in the app for more, it will clear your account for the correct amount.

 I want to manage only one of my cards, but they’re all being displayed.

To select the card(s) you wish to manage, go to “Settings” and choose “Manage Portfolio.” Then uncheck the card or cards you don’t want to manage. Once a card is unmanaged, controls and alerts cannot be set for that card.

How do I access the menu or log out?

Press the icon that has three stacked lines to reach the menu. This icon is usually found in the top right corner.

How do I get more information about the features and functionality of the app?

Detailed information can be found throughout the app. Help can be found at the bottom of the login page and is listed in the menu. On specific pages, such as the “My Location” page, tapping the “i” next to “My Regions” will open a window with detailed information on how the control works.

What if my smartphone is stolen? How secure is the app?

The app requires a password to access it. Also, there is no personal information stored on the smartphone. The app displays only the last four digits of your card number.

Will SecurLOCK impact other transactions like credits, deposits, or non-POS payments such as checks?

No.