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SecurLOCK Equip FAQs

Introduction and Registering

What is SecurLOCK™ Equip?

SecurLOCK Equip is a mobile app that allows you to control how, when and where your National
Exchange Bank & Trust CheckCard, HSA debit card and/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 cards safe
and provide instant notifications whenever your card is used.

What is required to use it?

SecurLOCK Equip requires you have a debit or credit card account issued from National Exchange Bank & Trust.
You will also need an Apple or Android smartphone. After downloading the app, you will be instructed
to enter your full account number then other authentication information. Once registered, you can
begin using the app immediately.

How do I get the SecurLOCK Equip app?

It is simple. If you have an iPhone, download the app from the App 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 card(s).

Is there a fee to use the app?

No. It is provided to give you more control over your card.

How many cards can I register?

Unlimited. But the card(s) must have been issued from National Exchange Bank & Trust.

What kind of cards can I register?

National Exchange Bank & Trust consumer debit cards and credit cards are supported by the
SecurLOCK Equip app.

What kind of mobile devices are supported?

Android – version 4.1 or later and Apple (iOS) – device model 4S, with iOS operating system version 6 and all future devices/releases going forward.

What if I am having trouble during registration?

Please use the Contact Us button at the bottom of the landing page and a support representative will be
happy to assist you.

Why do you need my email address?

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

Controls & Alerts

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

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 (except for recurring)
will be declined. When ready to make a purchase, simply turn the card back on prior to payment and
when you have Internet or Data access. It is that easy. Now you have the ultimate control to combat

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 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?

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.

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
may have been declined because the merchant terminal is outside the location parameters. It could also
be declined because of external factors like non-sufficient funds or fraud monitoring.

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

Why is my contactless transaction not working?

By default, when transaction controls are enabled, the contactless option is off. Please check your control settings.

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 send an
email to National Exchange Bank & Trust or call (877) 921-7700 during regular business hours.

How long will my transaction history display?

The app will display transactions for the last 30 calendar days – up to the last 50 transactions.

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

Some merchants send pre-authorizations at higher amounts to test a card’s 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 should clear your account for the
amount authorized. Watch your account on Exchange Online, via your statement and SecurLOCK for
final purchase amounts.

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 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.

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

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. 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.

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