SecurLOCK™ is a free, simple, and secure app that lets you manage your debit card from your smartphone.
88% of fraud victims do not receive real-time fraud alerts, which would assist with early fraud identification and prevention, despite 85% of the world's mobile devices.
SecurLOCK Communicate alerts cardholders quickly and in the manner they prefer to be contacted. Typical time of engagement after the trigger transaction is less than 30 seconds.
In other business areas, we have calls only going out during certain hours, so cardholders aren’t being called after regular waking hours.
We have already included you in these enhanced services as part of our fraud protection services.
Transactions that we have identified as potential fraud trigger the alerts.
All you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you!
For Canadian consumers, both text and email alerts are available.
These customers have U.S. numbers but are traveling overseas, possibly on a non-US carrier. We cannot send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.
Most suspected fraud accounts will be blocked, just as they are today. However, some lower-risk items may not be declined.
Yes, though please remember that it could take 5 – 10 minutes for a block to be removed in some situations.
Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate the activity.
The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.
SecurLOCK Communicate alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:
Alerts generated overnight result in an email and/or text only until calling hours are available. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone.
SecurLOCK Communicate actions are triggered by today’s fraud alerts through the Falcon system. All numbers on record that are identified as mobile phones will be utilized. SecurLOCK Communicate has technology that allows it to determine if a phone number is a mobile or landline, so indicators within the processing platform are not required.
If a mobile phone is on record, a text alert will be triggered first.
If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. A text alert will be triggered first if a mobile phone is on record.
If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s).
If there is no response to the text or voice call, an email requesting that you confirm the transactions are valid.