SecurLOCK™ Equip FAQ’s
What is SecurLOCK Equip?
SecurLOCK is a free mobile phone app that allows you to control how, when and where your First National Bank of Newtown debit card can be used. It is a simple and secure way to manage and monitor your payment transaction activity. SecurLOCK Equip can help keep your debit cards safe and provide instant notification wherever your card is used.
How do I locate the SecurLOCK Equip app?
- Apple Phones – App Store
- Android Phones – Google Play Store
- Look for: SecurLOCK Equip
Which First National Bank of Newtown cards can use this app?
- VISA® Debit Rewards Cards
- VISA® Debit Non-Rewards Cards
- VISA® Debit Business Cards
Can you use this with your ATM card?
What kind of mobile devices are supported?
- Android – Version 6.0 or higher.
- Apple (iOS) device model 4S, 5, 5C, 5S, 6 or 6 Plus with iOS operating system version 6, 7, or 8 and all future devices and releases going forward.
To set up the app on your phone:
- Install the app on your phone.
- You must first register as a new user. You will need your VISA® debit card number, expiration date and CVV code. You will be asked a series of security questions.
- You need to create a user name and password.
- Once completed, you will see the following screen:
“Congratulations, you can now log into SecurLOCK with your user name and password.
Why do you need my e-mail address?
Your e-mail address is needed in case you forgot your password and need to reset it.
What if I am having trouble during registration?
Please use the Contact Us button at the bottom of the landing page and an employee from The First National Bank will be happy to assist you.
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 recurring) will be declined. When ready to make a purchase simply turn the card back on. It’s that easy.
After you become comfortable with the on/off function you can start selectively setting controls (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?
Real-time alert is an immediate text notification sent to your phone. 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.
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 fraud monitoring or non-sufficient funds.
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.
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. You can then set your controls and alert preferences.
I received a new card number. Will it be automatically updated in the app?
No, 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.
What if I need help with the app?
There is a “Help” function within the app as well as a “Contact Us” category where you can call or send an email to The First National Bank.
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, restaurants, 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.
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 card number.
Is Touch ID available on Android phones?
Not at this time.
Would a credit, deposit, or payment ever be denied?
If you are traveling, please call The First so we can record your travel notes.
You can restrict your spending limits for the card registered. However, The First’s card limits will not change for that card. You will not be able to exceed bank limits on your debit card.
You can turn off your card if it is lost or stolen. However, you still need to call The First National Bank at 215-579-3400 or our after-hours help desk at 1-800-236-2442 to report your card as lost or stolen.
If you receive a new card to replace your lost or stolen card, you need to unsubscribe your lost or stolen card number. You will have to register your new card number and you will have to choose a new user name.
Change Personal Identification Information:
If you update your personal information in your phone: i.e.: e-mail address, you still need to complete paperwork at one of our Branches so we can update your account or card portfolio.
If you lock yourself out of the app, it will reset in 30 minutes.
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