Frequently Asked Questions
INTRODUCTION AND REGISTERING
Q. What is SecurLOCK™ Equip?
A. SecurLOCK Equip is a new mobile app that allows you to control how, when and where your Metairie Bank Debit Card or Credit Card is 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.
Q. What is required to use it?
A. SecurLOCK Equip requires you have a Metairie Bank Debit Card or Credit Card. You will also need an Apple or Android smartphone. After downloading the app you will be instructed to enter your full card account number, along with other authentication information. Once registered you can begin using the app immediately.
Q. How do I get the SecurLOCK Equip app?
A. It’s simple. 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 begin to register your cards.
Q. Is there a fee to use the app?
A. No. It is provided to you free so you have more control over your card.
Q. What kind of card can I register?
A. Your Metairie Bank Debit Card or Credit Card.
Q. How many cards can I register?
Q. What kind of mobile devices are supported?
A. 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 devices going forward.
Q. Why do you need my email address?
A. Your email address is needed in case you forget your password and need to reset it.
Q. I forgot my password, how do I reset it?
A. On the login screen, tap “Forgot Password.” Enter your username on the next screen and click OK. An email with a security token will be sent to your email address on file. If you do not receive it within a few minutes, check your spam folder. If you’re still having trouble or you are locked out, contact Customer Service at 504-834-6330.
Q. Can I enroll a card that is connected to a Business Account?
A. Yes! SecurLOCK is available for both personal and business debit cards and credit cards. If you are enrolling with a business that has a separate TIN (Tax ID Number), then you would enter the TIN during enrollment rather than your personal Social Security Number.
CONTROLS & ALERTS
Q. Can I set a control higher than Metairie Bank’s spend limit?
A. No, standard limits set by Metairie Bank take precedence over any controls set within SecurLock.
Q. Once I register my cards how do I begin managing and monitoring my payment activity?
A. 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. Now you have the ultimate control to 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 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.
Q. What is a real-time alert?
A.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 spending limits, location, transaction type, and merchant category.
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. 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. If I have my card turned off will my recurring transactions go through?
A. Yes. Merchant recurring transactions will be approved. Additionally, you can select to receive alerts on recurring transactions as well.
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 traveling, you still need to contact Metairie Bank to have travel notes added onto your card to avoid any interruptions.
Q. I turned my card on and set My Location. I was at the merchant and my transaction was still declined. Why?
A. 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 non-sufficient funds or fraud monitoring.
Q. What are Alert Preferences?
A. 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.
Q. My alerts are supposed to notify me of every transaction, but I am not receiving them.
A. Only the primary device will receive alerts. Use the settings menu in the app to set your device as primary.
MANAGING THE APP
Q. If I get a new replacement smartphone how do I begin using the service again?
A. 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.
Q. I received a new card number. Will it be automatically updated in the app?
A. 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 add the new card first then “unmanage’ the old card.
Q. How long will my transaction history display?
A. The last 50 transactions will display in the app for thirty calendar days.
Q. My pending purchase is showing more than I paid. Why?
A. 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.
Q. I only want to manage one of my cards, but they’re all being displayed.
A. 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.
Q. How do I access the menu or log out?
A. Press the icon that has three stacked lines to reach the menu. This icon is usually found in the top right corner.
Q. How do I get more information about the features and functionality of the app?
A. 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.
Q. What if my smartphone is stolen? How secure is the app?
A. 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.
Q. Is Touch ID available on Android phones?
A. Not at this time.
Q. Will SecurLOCK impact other transactions like credits, deposits, or non-POS payments, such as checks?