FAQs

We have collected answers to the most frequently asked questions for you to refer to. But if you do not find what you are looking for here, or need additional information, do not hesitate to contact us or give us a call at 877-866-0202.


FREQUENTLY ASKED QUESTIONS ABOUT SECURLOCK™ EQUIP

INTRODUCTION AND REGISTERING:

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

Why do I see FIS in the SecurLOCK Equip description in the App stores?
Old Second has partnered with FIS to provide this app for our debit card holders.

What is required to use it?
SecurLOCK Equip requires that you have an Old Second debit card account and an Apple or Android smartphone.  After downloading the app you will be instructed to enter your full account number and other authentication information.  Once you are registered you can begin using the app immediately.

How do I get the SecurLOCK Equip app?
It is simple. If you have an iPhone just download the app from the Apple store. If you have an Android phone you download the app from the Google Play store. Once the app has successfully downloaded to your smartphone you can begin to register your cards.

Is there a fee to use the app?
No.  It is provided to you free so you have more control over your card.

How many debit cards can I register?
Unlimited Old Second debit cards tied to your Old Second accounts.

What kind of mobile devices are supported?
Android – version 4.1 or later and Apple (iOS) – device model 4S, 5, 5C, 5S, 6, or 6 Plus with iOS operating system version 6, 7, or 8 and all future device/release going forward.

What if I am having trouble during registration?
Please use the Contact Us button at the bottom of the landing page to obtain contact information.

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

Is Touch ID available for iOS Apple devices?
Yes, Touch ID is available for newer Apple mobile devices that have the biometric feature enabled.    You can turn on this feature by going to the security section in settings.   To use this feature close the app but do not “log out”.   After 7 days of not utilizing the app, Touch ID will not work and you will need to reset by logging into the app with your password and exiting the app without logging out.

Is Touch ID available on Android phones?
Touch ID is an Apple biometric feature.   Android does not have a similar feature available at this time.

What is the Passcode feature in settings? 
The Passcode is an additional security setting provided by the app.  If a user sets a passcode, each time the user navigates away from the app and comes back, the user will need to enter the passcode before the app will display the last page accessed.  Users who set a passcode can have a longer session time than users who do not set a passcode.

 

CONTROLS & ALERTS

Once I register my cards how do I begin managing and monitoring my payment activity?
You can begin using the service immediately.   By turning the card off, the little green button in the top right corner of the card image will turn to red.  This means that all transactions (except for reoccurring) will be declined.  When you are ready to make a purchase, simply turn the card back on.  It is that easy.  Now you have the control to combat fraud.

After you become comfortable with the on/off function you can start selectively setting controls and alerts by channel (in-store, online, mobile, ATM, etc.). You can also set transaction spend 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.

What is a real-time alert?
It is an immediate notification sent to the app. You can select to be alerted on all your payment transactions including recurring payments or you can select just preferred transactions. Preferred alerts are available by spend limits, location, transaction type and merchant category.

By turning my card off am I closing my account?
No.  Using the card controls does not change the status of your account(s) attached to your debit card.  It only restricts the use of the card.

How long does it take for a control or alert setting to take effect?
It happens immediately after you set and save the option.

If I have my card turned off will my recurring transactions go through?
Yes. Merchant recurring transactions will be approved. Additionally, you can select to receive alerts on recurring transactions as well.

Can I use My Location, My Region and International at the same time?
Where My Locations and My Region work independently or together neither can be used in conjunction with International.

I turned my card on and set My Location. I was at the merchant, and my transaction was still declined. Why?
In the app go to Transactions, find the one that was denied and open it, tap the image so it rotates, and the control(s) that were evoked during the authorization will be listed near the bottom.  The transaction could also be declined because of external factors like over the daily limit, non-sufficient funds or fraud monitoring.

What are Alert Preferences?
Alert preferences let you know every time a card transaction is attempted. You can be alerted for all or preferred transactions. Preferred alerts are also available by location, transaction type, merchant type, and threshold amount.

My alerts are supposed to notify me of every transaction, but I am not receiving them.
Only the primary device will receive alerts. Use the settings menu in the app to set your device as primary.  You will need to log into your other devices on the app to view activity. 

 

MANAGING THE APP

Once I get a new replacement smartphone how do I begin using the service again?
Just download the app to your new smartphone and login with your current user id and password. Your preferences should not change.  We do recommend that you review all of your setting to ensure that they are still applicable to how you want to manage your card.

I received a new card number.  Will it be automatically updated in the app?
You will have to add the new debit card number to the app.  This can be done by going to Manage Account and adding the card.  Be sure to “un-manage’ your old card once your new card has been activated and the old card has been deactivated.

What if I need help with the app?
There is a “Help” function within the app as well as a “Contact Us” button that will display  the Old Second Support Center contact information.   Support Center hours are also listed.

How long will my transaction history display?
The last 50 transactions will display in the app for thirty calendar days.

My pending purchase shows it is for more than I paid. Why?
Some merchants send pre-authorizations at higher amounts to test cards' validity. For example, a $25 gas purchase might display as $126. 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 have very old transactions listed under Pending Transactions.  Why are they still there?
Pending Transactions should eventually be removed when the item settles.  If the pending transaction still appears after 8 days, the app can be uninstalled or reinstalled.  No information will be lost, but this will force the phone to clear cache that is stored.

I only want to manage 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 Cards. 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 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 the app. Also, there is no personal information stored on the smartphone. The app only displays the last four digits of your debit card number.

 

 
 
 
 
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