Debit Card Protection - SecurLOCK Equip

SecurLOCK FAQs

• Question

  What is SecurLOCK™ Equip?

  Answer

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

• Question

  How do I get the SecurLOCK Equip app?

  Answer

  It is simple. If you have an iPhone, just download the app from the Apple store. If you have an Android phone, download the app from the Google Play store. Once the app has successfully downloaded to your smartphone you can begin to register your cards.

• Question

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

  Answer

  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.

• Question

  How many cards can I register?

  Answer

  There is no limit to the number of Sandy Spring Bank cards that may be registered.

• Question

  How do I access the menu or log out?

  Answer

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

• Question

  What if I need help with the app?

  Answer

  There is a Help function within the app as well as a Contact Us category where you can send an email to Sandy Spring Bank. You can also call us at 800.399.5919.

• Question

  What is a real-time alert?

  Answer

  It is an immediate push notification sent to the app. You can select to be alerted on all your payment transactions, or you can select preferred transactions. Preferred alerts are available by spending limits, location, transaction type, and merchant category.

• Question

  What is required to use it?

  Answer

  SecurLOCK Equip requires you have a debit card (Debit, World, Business or HSA) issued form Sandy Spring Bank. You will also need an Apple or Android smartphone. After downloading the app, you will be instructed to enter your full account number and other authentication information. Once registered, you can begin using the app immediately.

• Question

  What kind of cards can I register?

  Answer

  Debit, World, Business or HSA debit cards.

• Question

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

  Answer

  Only the primary device will receive alerts. Use the settings menu in the app to set your device as primary.

• Question

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

  Answer

  It happens immediately after you set and save the option.

• Question

  What if I am having trouble during registration?

  Answer

  Please use the Contact Us button at the bottom of the landing page and a Sandy Spring Bank representative will be more than happy to assist you.

• Question

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

  Answer

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

• Question

  Is there a fee to use the app?

  Answer

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

• Question

  What are Alert Preferences?

  Answer

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

• Question

  Why do you need my email address?

  Answer

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

• Question

  Would a credit, deposit, or payment ever be denied as a result of card controls set in SecurLOCK Equip?

  Answer

  No.

• Question

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

  Answer

  You can begin using the service immediately. When 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 (expect for recurring payments) 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 ultimate 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 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.

• Question

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

  Answer

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

• Question

  My pending purchase shows it is for more than I paid. Why?

  Answer

  Some merchants send pre-authorizations at higher amounts to test a 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.

• Question

  How long will my transaction history display?

  Answer

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

• Question

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

  Answer

  The app requires a password to access the contents. Also, there is no personal information stored on the smartphone, and transactions cannot be conducted using the app. The app only displays the last four digits of your card number.

• Question

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

  Answer

  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.

• Question

  By turning my card off am I closing my account?

  Answer

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

• Question

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

  Answer

  Yes. Merchant recurring transactions will still be approved. You can select to receive alerts on recurring transactions as well.

• Question

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

  Answer

  My Locations and My Region can work independently or together, but neither can be used in conjunction with International.