SecurLOCK™ Equip FAQ’s
Q. What is SecurLOCK™ Equip?
A. SecurLOCK™ Equip is a mobile app that allows you to control how, when, and where your Debit Card from The First is used. It is a simple and secure way to manage and monitor your payment transaction activity. SecurLOCK™ Equip can help keep your debit card(s) safe and can even provide instant notifications whenever your card is used.
Q. What is required to use it?
A. SecurLOCK™ Equip requires you have a Debit Card from The First. You will also need an Apple or Android smartphone.
Q. How do I get the SecurLOCK™ Equip app?
A. For Apple devices, download the app from the App Store. For Android devices, download the app from the Google Play Store. Once the app has been successfully downloaded to your smartphone you can begin to register your card(s).
Q. Is there a fee to use the app?
A. No. This app is provided free to you so that you have more control over your card.
Managing & Using The App
Q. How do I register my card?
A. It’s as simple as 1, 2, 3.
- Search for SecurLOCK (all one word) in the app store.
- Once the app is loaded, tap on the lock icon to register your card by selecting Sign Up Free. You’ll be prompted to enter your card number and other verification criteria such as address and CVV.
- After your card is enrolled, you’ll be given the option to turn the card on or off, set up card controls or turn on transaction alerts.
Q. How do I begin managing and monitoring my payment activity?
A. You can begin to use the app immediately. You can turn your cards off by switching the green button on the top right to red. This means all transactions (except for recurring) will be declined. When ready to make a purchase, simply turn the card back on. It’s that simple!
You will also have the option to selectively set controls by channel (in-store, online, ATM, etc.). You can also set transaction spend limits, select geographical locations where the card can be used, set specific merchant categories, view recent transactions, receive real-time alerts and more.
Q. What is a real time alert?
A. It’s an immediate notification sent to the app, which in turn sends a notification to you. You can elect to be alerted on all transactions (including recurring payments) or designate to be notified just for preferred transactions.
Q. What are preferred transaction alerts?
A. Preferred transaction alerts can be customized by location, transaction type, merchant type and/or threshold amount so you will only receive the alerts you set up.
Q. How long does it take for a control or alert setting to take effect?
A. It happens immediately after you set and save the option.
Q. Can I use “My Location”, “My Region”, and “International” at the same time?
A. “My Location” and “My Region” can work independently or together, but they cannot be used in conjunction with “International”. If travelling, you still need to contact The First at 215-579-3400.
Q. If a transaction is declined, how do I determine what control caused the denial?
A. In the app, go to Transactions, find the one that was denied and open it. Tap the image so it flips and the controls that were evoked during the authorization will be listed near the bottom under “Reason(s) for Denial:”. The transaction could also be declined because of external factors like non-sufficient funds or fraud monitoring.
Q. By turning my card off am I closing my account?
A. No. Using the card controls does not change the status of your account.
Q. What if I receive a new card? Will it be automatically updated in the app?
A. No. You’ll have to add the new card to the app.
To disable the old card:
- Select Manage Portfolio
- Tap on Add Card
- Un-check the old card that no longer needs to be displayed
Q. Will SecurLOCK™ Equip impact other transactions like credits, deposits, or non-POS payments such as checks?
Q. What if I need help with the app?
A. There’s a Help function within the app, as well as a Contact Us button that has all of The First’s contact information. The Help feature also provides detailed information on registering your card, how to turn your cards on/off, as well as both the controls and alert features within the app.
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 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.