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SecurLOCK™ Equip and Fraud Prevention FAQs

Q:  How does this app better protect my debit card and my money?

Here are a few of the ways SecurLOCK Equip can help you:

  1. You can turn off your card whenever you like, then turn it back on. If you should leave your debit card in a restaurant by mistake, you can turn it off to avoid any charges while you make sure you can get your card back.
  2. You can receive an alert each time a purchase is charged to your card. If it's a fraudulent charge, you'll see it immediately so you can use the app to turn off your card. Then report the fraud to Cadence Bank right away.
  3. You can also control where your card can be used. You can limit it to working only in a particular area, only where you are, or only at certain types of merchants that you select. You can even restrict it form use in other countries in case you're worried about fraud that originates from overseas.
  4. You can even set your own transaction spending limits on the debit card. If you're trying to keep yourself from spending too much, or trying to limit the amount a fraudster might try to steal by making a fraudulent transaction on your card number, you can easily set a limit.
Q: Where do I get the SecurLOCK Equip app and what does it cost? 

 

Get it from the Apple App Store® for iPhones® and the Google Play Store™ for Android™ phones.1 Both stores offer it for free.

Q:  Will SecurLOCK Equip work with any debit card or credit card?

It will work with any Cadence Bank debit card.

Q: Will I receive an alert for every transaction on my debit card? 

That's up to you. You can set the app to send alerts for All Transactions or only for specific types of transactions.

Q: I just loaded the app and I see "Sign Up for Free" and "Login" buttons. How do I get started? 

Select "Sign Up Free" initially to register as a user and set up your first Cadence debit card. After you're set up, from then on you can access SecurLOCK Equip by selecting the "Login" button.

Q: I set up a password and now I can't remember it. How can I reset it? 

 

Touch "Help" at the bottom of the login screen for SecurLOCK Equip. Select "Registration and Login" and you'll see a selection called "Forgot Password."

Q: If I have multiple Cadence debit cards, can I put them all on the app?

Yes, if you are the primary cardholder on those accounts, meaning the name on the card that is tied to the card record. Only the primary cardholder can use SecurLOCK Equip to manage a Cadence debit card.

To add a Cadence debit card, in the SecurLOCK Equip app select "Manage Portfolio" then select "Add Card."

If you are not the primary cardholder associated with the debit card, the primary cardholder will have to load SecurLOCK Equip on their smartphone if they want to manage their Cadence debit card.

Q: I have multiple Cadence debit cards in SecurLOCK Equip. Can I set different preferences for each card?

Yes. From the home screen, each of your cards should be visible under Cards. With each image, you can see “Debit ending in xxxx” so you can identify each different card by the last four digits of the card number.  That’s how you can select each card individually to set your preferences for the card.

Q: How do I turn the card off or on?

From the home screen, touch the arrow on the row with the small credit card image to reach the Card Details screen. You’ll see Card ON/OFF just below the large card image. From this same screen you can set up your control and spending preferences as well as your alert preferences for this particular debit card.

Q: When I turn my debit card back on after having turned it off for a while, how long does it take to start working again so I can use it for a purchase?

In most cases, your card works almost immediately.

Q: I noticed when I bought gas with my credit card that I received alerts for two separate charges, but I only bought gas once. Why did I see two alerts for different amounts?

Some types of merchants (such as gas stations, hotels, and rental car companies) send an initial authorization transaction for a pre-set amount; they do that to make sure that the debit card and the account it’s connected to are valid and funded. When your purchase is complete, the merchant sends a settlement transaction for the actual settlement amount which replaces the original authorization. Sometimes that settlement takes minutes, but it may take up to 3 days to occur. You may never have seen that on your bank statement because by then the settlement has occurred and only the final settlement transaction amount shows on your statement. But since you see transaction information almost 
instantaneously with SecurLOCK Equip, you can actually see both the authorization and the settlement transactions.

Q: Can I add a note about a particular transaction?

Yes, select the transaction and you will see “Tag” and “Memo” at the bottom of the screen. You can tag a transaction as Personal, Family or Business in nature. And if you want to add a custom note, such as Possible Tax Deduction or College Expense, you can select Memo and type your note.

 
Q: What if I have questions about how to use the app?

There is a built-in Help feature in SecurLOCK Equip so you can read about the Screens and Settings. If you need additional support, call our Cadence Customer Service at 800-636-7622. This number can also be found in the SecurLOCK Equip app on the Contact Us page. 

 

1 SecurLOCK™ Equip is a registered trademark of FIS Global. Apple is a trademark of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.  Google Play™ and Android™ are trademarks of Google Inc.

 

 

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