Debit Controls FAQ

GENERAL QUESTIONS

• Is there a fee to use the app?
• How many cards can I register?
• Can I use SecurLOCK for my Upper Peninsula State Bank Credit Card?
• Why do you need my email address?

CONTROLS & ALERTS

• What is a real-time alert?
• By turning my card off am I closing my account?
• How long does it take for a control or alert to take effect?
• If I have my card turned off will my recurring transactions go through?
• Can I use My Location, My Region and International at the same time?
• I turned my card on and set My Location.  I was at the merchant and my transaction was still declined.  Why?
• What are Alert Preferences?
• My alerts are supposed to notify me of every transaction, but I am not receiving them.

MANAGING THE APP

• If I get a new smartphone, how do I begin using the service again?
• I received a new card number.  Will it be automatically updated in the app?
• What if I need help with the app?
• How long will my transaction history display?
• My pending purchase shows it is for more than I paid.  Why?
• I only want to manage one of my cards, but they're all being displayed.
• How do I access the Menu or log out?
• How do I get more information about the features and functionality of the app?
• What if my smartphone is stolen?  How secure is the app?
• Is Touch ID available as a login option?
• Would a credit payment or deposit ever be denied?

GENERAL QUESTIONS

Is there a fee to use the app?  No. It is provided to you free so you have more control over your debit card.
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How many cards can I register? Unlimited. But the card(s) must be debit cards issued from Upper Peninsula State Bank.
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Can I use SecurLOCK with my Upper Peninsula State Bank Credit Card? This service is not yet available for credit cards.
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Why do you need my email address? Your email address is needed in case you forget your password and need to reset it.
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CONTROLS & ALERTS

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.
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By turning my card off am I closing my account? No. Using the card controls does not change the status of your account.
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How long does it take for a control or alert setting to take effect? Settings take effect immediately after you set and save the option.
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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.
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Can I use My Location, My Region and International at the same time? Yes. My Locations, My Regions, and the International card control can be used in conjunction with one another.
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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 non-sufficient funds or fraud monitoring.
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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.
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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 verify your device is set as primary.  Another common reason for not receiving alerts is due to your mobile device's notification settings for the SecurLOCK Equip app.  If notifications are turned off at the operating system level for the app, SecurLOCK Equip will not be able to deliver alerts to your device.
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MANAGING THE APP

If I get a new 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. You do not need to re-register your debit card.
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I received a new card number. Will it be automatically updated in the app? 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.  If your card is reissued with the existing card number, you will not need to add it to the app again.
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What if I need help with the app? There is a "Help" function within the app as well as the "Contact Us" feature, where you can send an email to us (Upper Peninsula State Bank). You can also call us at the number listed in the app.
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How long will my transaction history display? The last 50 transactions will display in the app for thirty calendar days.
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My pending purchase shows it is for more than I paid. Why? Some merchants send pre-authorizations at higher amounts to verify the card is active and the account has available funds. 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.
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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 the Menu and choose Manage Portfolio. 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.
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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 of your screen.
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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" will open a window with detailed information on how the control works.
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What if my smartphone is stolen? How secure is the app? The app requires a password for access. Also, there is no personal information stored on the smartphone. The app only displays the last four digits of your card so your card information is secure.
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Is Touch ID available as a login option? Yes, you can login with Touch ID on both iOS and Android devices that support this functionality.  Additonally, Face ID can be used on supported devices as well.  If your mobile device does not have the capability for login using Fingerprint or Face ID, you will be offered the option of setting up a numerical passcode.  Additionally, if you own a biometrics-capable device and would prefer to use a numerical passcord, you may be able to turn off biometrics specifically for the SecurLOCK Equip app on your mobile device.  This depoends on the Operating System that you are running on your mobile device.
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Would a credit payment or deposit ever be denied?  No.
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>>Return to SecurLOCK information page