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SecurLock

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Frequently asked questions

What is SecurLock?

SecurLOCK Equip is a new mobile app that allows you to control how, when and where your debit and/or credit cards are used. It is a simple and secure way to manage and monitor your payment transaction activity. Keep your payment cards safe and provide instant notifications whenever your card is used!

What is required to use it?

SecurLOCK requires you have a credit and/or debit card account issued from FACEBANK and you will need an Apple or Android smartphone. 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 device/release going forward are compatible. <br> After downloading the app, you must 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, just download the app from the Apple Store.

If you have an Android phone, you download the app from the Google Play store.

Is there a fee to use the APP?

 

No. It is free so you have more control over your card.

How many cards can I register?

 

You can register all the FACEBANK cards you own.

What kinds of cards can I register?

 

 

You can register your debit and/or credit Mastercard for FACEBANK individuals.

Why do I need my email address?

 

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

Once I register my cards, how do I begin managing and monitoring transactions?

 

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 (expect for reoccurring) will be declined. When ready to make a purchase simply turn the card bank on. It is that easy. <br>

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 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.

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.

My alerts are supposed to notify me of every transaction, but I am not receiving them, why?

Only the primary device will receive alerts. Use the settings menu in the app to set your device as primary.

Once I get a new replacement smartphone, how do I beguing 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?

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 “uncheck or deselect" the old card.

I only want to manage one of my cards, but they are 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.

What is 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.

Would a credit, deposit, or payment made at a branch ever be denied?

The application only handles credits, deposits or payments in transactions made with the credit and / or debit card.

In case of travel, do I still have to communicate to FACEBANK for my travel notice?

Yes, it is necessary. SecurLOCK does not replace the travel notification to FACEBANK.

(1) The Apple logo is a trademark of Apple Inc., registered in the U.S. and other countries. 

(2) Android and Google Play are trademarks of google Inc.

Mastercard® is a registered trademark of Mastercard Inc. 

After downloading the app, you must enter your full account number then other authentication information.  Once registered, you can begin using the app immediately.

 

News

 

Warning

Except when one of our clients so requests FACEBANK does not make direct calls to their customers, your Account Executive is the only individual authorized to call you. Should you receive a call requesting information or alerting you of a possible problem with the bank, please contact us directly to 1 (754) 300-1376 or call immediately your business facilitator.

Remember to activate your Credit Card.

Remember to call us at 1 (754) 300-1376 Option 8 to activate your Credit Card as soon as your receive it. You may also review your address information at that time, you will need the correct billing address to use your card over the internet.

IMG logo-R2FACEBANK pertenece a la Asociación de Bancos de Puerto Rico, la cual es una entidad sin fines pecuniarios que representa los activos bancarios comerciales de Puerto Rico ante los foros gubernamentales, legislativos y ejecutivo y ante la comunidad social y económica puertorriqueña.

Contact

FACEBANK International Corp.
17 Road 2 STE 600
Guaynabo, Puerto Rico 00968-1787

 

Main:1-787-749-0051

From Venezuela: (0212) 710-2100

Fax: 1-787-749-0053

To report a lost or stolen debit card: 787-705-7641

To report a lost or stolen credit card: 787-705-7642

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FACEBANK is a member of Presto, providing to you a network of more than 1,113 ATMs in the United States. Presto is a network that belongs to the Publix Supermarket chain. To locate an ATM near you click here.