Q: What is MOBILE LOCKBOX®?
A: MOBILE LOCKBOX® is your own secure online vault where you can conveniently store all of your most valuable information - information such as critical content, financial account information, important documents, photos and more. You can access your information anytime, anywhere via your web-enabled mobile phone, PDA or computer. MOBILE LOCKBOX allows you to stay connected to the things that matter most and retrieve them whenever you need - in the event of an emergency, when traveling or at home.

Q: Who uses MOBILE LOCKBOX?
A: MOBILE LOCKBOX is ideal for anyone who is on the go. It's perfect for frequent travelers who need to stay connected, parents who need access to their childrens' medical information, high school and college kids to keep track of all their vital information, user IDs and passwords, In fact anyone who finds it difficult to remember a slew of PINS, UserIDs and passwords it takes to manage bills, websites and bank accounts. Simply put, MOBILE LOCKBOX is great for anyone with valuable information they want to keep organized, safe and accessible.


Security

Q: How secure is MOBILE LOCKBOX?
A: All personal information stored in MOBILE LOCKBOX is encrypted using an AES key. The encryption key is protected in a Hardware Security Module (HSM).AES stands for Advanced Encryption Standard. The AES is a Federal Information Processing Standard (FIPS), specifically, FIPS Publication 197, that specifies a cryptographic algorithm widely used by U.S. Government organizations as well as other organizations and institutions to protect sensitive information.

Q: How is my information protected when I use my cell phone or PDA?
A: Information is stored encrypted on the mobile device using Triple DES or AES encryption. If there is a forced attempt to violate the information, the program will delete the information from the phone However; your information is still stored in a safe location and not lost. Once you log into your MOBILE LOCKBOX service again, you can reload this data to your mobile device.

Q: Is my information secure when I use a public computer to access my MOBILE LOCKBOX service?
A: Yes. MOBILE LOCKBOX has been built with your ultimate security in mind. Your data is never stored in the computer itself so you never have to worry about your data being left behind. If you choose, your data may be stored on your mobile device.
However, when using any computer, always make sure to properly log out of your MOBILE LOCKBOX account to prevent other users from accessing it while the session is still active, and you have walked away. It is also important to remember that if you print or fax data, it is possible for unauthorized people to read it if it is left on the printer or the fax machine unattended. Do not leave sensitive data sitting on a printer or fax machine.

System Requirements

Q: What do I need before I can fully use MOBILE LOCKBOX?

Q: Does MOBILE LOCKBOX work on a Mac?
A: Yes, MOBILE LOCKBOX is able to work Mac. Apart from the Primary PC feature, see question below.

Q: Can I make any computer my Primary PC device?
A: You can only have one Primary PC. This is achieved by downloading a special plug-in found under the home screen. The Plug-in will allow you to access your MOBILE LOCKBOX account without entering the One-time password. The primary PC should be a computer that only you, and those people you trust have access to. The Plug-in is only supported for the Windows XP / VISTA operating systems with Internet Explorer version 7 or Firefox version 2.0 or higher. If your system is configured differently it is not possible to install the Plug-in. If you are not using the ?Primary PC? feature, which works after you have downloaded the Plug-in you will need to type an OTP (One Time Password) when you login to yourMOBILE LOCKBOX Account.

Q: Does MOBILE LOCKBOX work on all Internet browsers?
A: Yes; Although MOBILE LOCKBOX has been optimized and thoroughly tested to work on Windows Explorer and Firefox browsers, it also should work on all browsers. However it is important to note that certain features may be limited.

Q: My computer is a laptop. What should I do if I lose it?
A: If your laptop was configured to be your Primary PC, you will need to disassociate your lost PC with your MOBILE LOCKBOX. Please contact MOBILE LOCKBOX Customer Service at 888-366-4075 for assistance.

Q: Are there any special requirements for accessing my MOBILE LOCKBOX service on a public computer?
A: Yes. You will need to enter a One-Time Password (OTP) in order to access your account. To get an OTP simply login to the MOBILE LOCKBOX mobile application on your primary mobile device and select One Time Password from the menu. Q: Why do I need an OTP to access my MOBILE LOCKBOX??
A: You require an OTP as an extra level of security for your information. An OTP is only good one time. It is generated to only work with your account and from your Primary mobile device. Even if a thief sitting next to, or stealing data from the internet, got ahold of your User ID and password, he/she would not be able to use these to enter your account. They would additionally need to generate a new OTP, which they cannot do so.

Mobile Devices

Q: What are the networks, cell phone, or PDA requirements to access the service?
A: MOBILE LOCKBOX is compatible with most major wireless carriers and many popular web-enabled mobile devices (click here to view the list of compatible mobile devices).

Q: What are the cell phone or PDA requirements to access the service?
A: Your mobile device must have Internet access and text messaging capability. MOBILE LOCKBOX is compatible with most major wireless carriers and many popular web-enabled mobile devices (click here to view the list of compatible mobile devices).

General Questions

Q: What should I do if I forget my User ID or Password?
A: From your Primary mobile device, you can go to the Mobile Wallet Application. Once inside the Mobile Wallet Application, go to the ?Critical Content? section. Under the Account Login Info card you can find your Login credentials. If you do not have this information stored in your mobile device, access a computer, go to www.mobilelockbox.com and select ?Forgot User ID or Password? in the top right-hand corner of the page and follow the instructions which will prompt you to answer security questions you submitted when you enrolled in the service.Q: How do I change my e-mail address?
A: You can change your e-mail address by logging into your MOBILE LOCKBOX account at www.mobilelockbox.com and clicking on the "Edit Profile" link on your dashboard.

Q: What if my phone doesn't have Internet access?
A: If your phone does not have Internet access and/or is not compatible with MOBILE LOCKBOX, you are still able to receive the benefits of MOBILE LOCKBOX from your primary PC but you must download the Plug-in. A phone is only required to access MOBILE LOCKBOX from a mobile device or from a remote PC.

Q: What happens if I lose my mobile device?
A: In the event that your mobile device is lost or stolen, please contact Customer Service so that MOBILE LOCKBOX can be deactivated and registered to your new mobile device.

Q: Can I have more than one mobile device configured with my MOBILE LOCKBOX?
A: Yes. You can register up to two mobile devices to your MOBILE LOCKBOX account.

Q: How do I cancel my service?
A: To cancel your service, contact MOBILE LOCKBOX at 1-888-366-4075.

Q: Why am I not receiving my e-mail alert notifications?
A: You may not be receiving your e-mail service notifications because of Spam filters. Please check the settings for any Spam filters you have to ensure that you can receive e-mail notifications.

Q: How do I login to my MOBILE LOCKBOX from my primary computer?
A: Enter your User ID and Password into the MOBILE LOCKBOX login box in the top right-hand corner of the homepage at www.mobilelockbox.com.

Q: How do I view information in my MOBILE LOCKBOX?

From a computer:

From my mobile device:

Online Financial Accounts

Q: What are my Online Financial Accounts?
A: Your Online Financial Accounts sections allows you to access and view all of your online checking, savings, investment and credit card accounts from most financial institutions (not just those you hold with each bank) in one place.

Q: What type of Financial Accounts can I consolidate?
A: You can consolidate most bank accounts, credit cards and investments from financial institutions. You must have an online account to add to your MOBILE LOCKBOX.

Q: What is the maximum number of eligible Financial Accounts I can add?
A: There is no limit to the number of eligible accounts you can add.

Q: I have more than one account at a particular financial institution. Can I view all of those accounts?
A: Yes. You will be presented with the complete list of online accounts you hold at the financial institution and you can pick which of those accounts you would like to view.

Q: I have my mortgage (loan) account online at another financial institution. Can I consolidate this account?
A: You can view the balance of any account that is part of your online relationship with a financial institution. However, we can only provide you the transaction details for checking, savings, credit card and investment accounts.

Q: Can I view and manage both personal and small business accounts?
A: Yes. You can now view both your personal and small business accounts in one convenient place.

Q: How do I delete one or more of my added accounts?
A: On the Profile page, highlight the account you wish to delete, and click on the "Delete" button.

Q: Can I transfer money or pay bills from any of my accounts at other financial institutions?
A: No. If you would like to perform a transaction using an account from another financial institution, you must click the "Login" link that will take you directly to the login page for that financial institution.

Q: When I update my accounts, how long do I have to wait?
A: Typically, when you click on the "Update" link, the balances are refreshed in less than 30 seconds. However the actual time depends on how busy the network is at that time.

Q: Can I add accounts that are not accessible via the Internet?
A: No. At this time MOBILE LOCKBOX can only access financial institutions with which you have an online relationship.

Q: Why do I need to provide so much information about my accounts?
A: By telling us the type of account you are registering and providing the additional information we ask for, we are able to accurately identify and gather the account information.

Q: Should I select Mutual Fund or Brokerage?
A: Select Mutual Fund if the account holds only investments in mutual funds. Select the Brokerage account type if the account assets are invested in both individual securities and mutual funds.

Q: Why is there a difference between retirement and non-retirement accounts?
A: Some financial institutions present retirement assets differently than non-retirement assets. In order to ensure that we capture the correct information, we need you to identify which of your assets are retirement assets and which are non-retirement. Making the proper selection will help ensure that we gather as much account detail as possible.

Q: What if I choose the wrong account type?
A: If you choose the wrong account type, your account may not update properly. In that case you can try correcting the account type by visiting the "Account Profile" section and clicking on the account name. On the "Edit Account" screen you can make a new "Account Type" selection.

Q: What if I don't know what to select for "Instrument"?
A: If you do not know what to select for "Instrument", you may choose NA. However, if NA is selected we may not be able to gather all your account details. If you have selected NA and you are not seeing investment positions or transaction details, please contact the financial institution where you have the account and ask them to inform you about the Instrument type for this account.

What can I do about problems?

Q: I tried to update my accounts and it didn't work. Why?
A: There are generally four potential reasons why an account balance update will fail. If an update fails, the date stamp will appear in red and an error code will follow it. The four error codes are:
1. The User ID and/or Password are incorrect or out of date. Please verify that the information for that institution is correct in the "Profile" section
2. The financial institution's site did not respond or is taking too long to reply. Please try to update again later.
3. We are currently experiencing technical difficulties. Please try again later.
4. You must enter your Password for your account at the financial institution you are trying to access. For your convenience, you may store your Passwords in the "Profile" section.

Q: What if I accidentally removed an account?
A: Unfortunately, if you mistakenly remove one of your accounts from the "View" feature, you will have deleted all of the information relevant to that account and you will need to add that account again.

Q: I have a Blackberry Mobile device. I have installed the Wallet Application, but cannot activate it.
A: Blackberry devices work differently than most mobile devices. There are some additional configuration settings that may be necessary.
Step 1) On your Blackberry, go to Options/Security Options/TLS and make sure TLS default is set to Handheld.
If Step 1 does not resolve the problem it may be because you have a corporate Blackberry. (That is, the Blackberry is configured on a corporate BES.) If so, then make sure your corporate Blackberry Enterprise Server (BES) allows third party connectivity. You may have to contact your corporate IT support to determine this. If the BES is NOT configured to allow your blackberry to communicate to third parties, the Mobile Wallet cannot be activated. You can ask your IT department to change the BES to allow this.

Q: Will the Wallet Application work on a Blackberry Storm?
The Wallet application does work on a Blackberry Storm with the correct settings. The Storm has a third-party compatibility feature for applications that were not programmed specifically for the Storm touch screen. The third-party compatibility mode can be turned on for individual applications. To turn on this mode go to:

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