Lock'N'Block™ Frequently Asked Questions

What is Lock’N’Block? Expand/Collapse

Lock'N'Block is a mobile card lock service that allows you to lock your credit union debit card or block transactions by using the mobile app, mobile web, or online banking. Lock'N'Block makes it easier and faster for you to protect your accounts, as you will no longer have to call your branch to lock your credit union debit card if it's lost or stolen.

When the card is "Locked", all transactions are automatically declined, making fraudulent attempts to use the card either online, by phone or at ATMs and POS devices virtually impossible.

How does Lock’N’Block work? Expand/Collapse

Lock'N'Block is integrated into MemberDirect® and our mobile banking app. Once you suspect your card has been lost or stolen, all you have to do is log in to your account, click the Lock'N'Block icon, select your card, and toggle to either 'lock' or 'unlock'.

To access Lock'N'Block through MemberDirect Online Banking

  • Log in to online banking
  • Click Account Services > Lock'N'Block

To access Lock'N'Block through your Synergy CU Mobile App

  • Log in to your mobile app
  • Tap the Lock'N'Block icon

To access Lock'N'Block through Mobile Web Banking

  • Log in to mobile web banking (synergycu.ca/m)
  • Tap the Lock'N'Block link on the Home screen

What if I don’t use the mobile banking app or MemberDirect? Expand/Collapse

Lock'N'Block is accessible through MemberDirect Online Banking and our Mobile Banking App. If you have not already signed up for online banking, please sign up to take advantage of this feature.

If my card is lost or stolen, and I haven’t used Lock’N’Block, am I still covered for
fraud losses? Expand/Collapse

Yes, Member Card debit cards are covered by INTERAC's Zero Liability policy.

Is there a fee for using the service? Expand/Collapse

No, Lock'N'Block is a complimentary service offered within our free Mobile Banking App and MemberDirect Online Banking.

Can I manage debit cards that I hold with other financial institutions in Lock’N’Block? Expand/Collapse

No, you can only manage your Synergy Credit Union Member Card debit cards.

Can I manage my Mastercard in Lock’N’Block? Expand/Collapse

No, Lock'N'Block is designed to manage your Synergy Credit Union Member Card debit cards only.

How do I view my cards? Expand/Collapse

After selecting the Lock'N'Block feature on mobile app, mobile web online banking, or desktop online banking, you will see a list of all the Member Card debit cards that you can manage within Lock'N'Block.

How do I set up nicknames for my cards? Expand/Collapse

Select your Member Card debit card from the list of debit cards and enter a nickname.

How do I review and make changes to the current settings for a Member Card
debit card? Expand/Collapse

Select the Member Card debit card you would like to make changes to. On the Manage Cards screen you will see the current settings for your Member Card debit card. Simply move the toggle bar next to each setting.

What is Card Status? Expand/Collapse

Card Status shows you whether your Member Card debit card is currently locked or unlocked. If your Member Card debit card is locked you will be unable to use it. Select the Off/On to change the setting.

What does "block ATM transactions" mean? Expand/Collapse

If you have blocked ATM transaction you cannot use ATM features with the Member Card debit card until you change the status to unblocked. Move the toggle bar to change the setting.

What does "block all purchases and refunds” mean? Expand/Collapse

If you have blocked all purchases and refunds you cannot use this Member Card debit card at a point of sale system for purchases or refunds until you change the status to unblocked. Move the toggle bar to change the setting.

What does "Lock’N’Block™ all international transactions” mean? Expand/Collapse

If you have blocked all international transactions you cannot use your Member Card debit card for transactions outside of Canada until you change the status to unblocked. There are some limitations to this so please contact us for more information. Move the toggle bar to change the setting.

If I block all international transactions is there a chance that transactions could still go through? Expand/Collapse

There are some limitations to blocking your Member Card debit card for international transactions so please contact us for more information.

Do international transactions include the United States? Expand/Collapse

Yes, any transaction made outside of Canada is considered an international transaction.

® MEMBER CARD is a registered certification mark owned by Credit Union Central of Canada, used under license.
™Lock’N’Block is a trademark of Everlink Payment Services Inc., used under license.