SafeConnex™ FAQs

Desktop FAQs


General

Q. What is SafeConnex™?

SafeConnex is a desktop application that protects your online account passwords, provides one-click secure login to online accounts and creates a single access point for Identity Guard® products and services.

Online Account Protection provides secure storage and convenient single click access to your online accounts plus protection from phishing, pharming, spyware, keystroke loggers and other online fraud schemes designed to steal your personal information. Secure credit card storage and auto-fill feature protects your sensitive information when you shop online.

Single click access to other services is provided on the right hand side of the dashboard. Get more information, download and enroll directly from your desktop dashboard.

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Q. How do I update the software?

The SafeConnex software checks for updates each time the computer is started, and the software “phones home,” every twelve hours to check for updates. You can manually check for updates by clicking on the ’?’ icon, and then click to “Check For Updates.” The SafeConnex “Trusted Network,” list of financial institutions for which we watch the Server IP Addresses is updated at least weekly, and the SafeConnex program is updated at least once each quarter. Browser compatibility updates are released whenever one of the supported browsers (Internet Explorer, Firefox and Chrome) are updated by the manufacturer.

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Q. What are the operating systems, web browsers, and computer hardware requirements for SafeConnex™?

Operating system

  • Windows 8.0 or 8.1 (32 or 64-bit version)
  • Windows 7 (Starter, 32 or 64-bit version) with Service Pack 1
  • Windows Vista (32 or 64-bit version) with Service Pack 1 or 2
  • Windows XP (32-bit only) with each Service Pack Update (3)
  • Macintosh OS is incompatible and unsupported
  • Windows OS or emulations on a Macintosh are unsupported

Microsoft .net Framework 4.0

  • Microsoft .net framework version 4.0 must be installed on the computer in order to install or use the SafeConnex software.
  • If you do not have Microsoft .net 4.0, the set up process will attempt to download and install it. This may take as long as one-half hour depending on the computer speed, health of the hard drive, and internet connection. If the .net Framework 4.0 cannot be downloaded and installed, the installation will stop, reverting to the prior state of the computer - leaving it “untouched,” or as it was prior to the installation attempt. However, you will not be able to install or use the SafeConnex software until they have successfully installed Microsoft .net Framework 4.0.
  • Microsoft has posted several useful links for customers to repair and existing .net installation prior to using the second link to install .net 4.0 after the repair. The third link is to common Microsoft fix-it locations.

Web Browser

  • Internet Explorer v.7 or later
  • Firefox v.11 or later
  • Google Chrome v.18 or later

Note: The above browser versions are relevant IF you wish to use one of these browsers as the default browser. Any Windows-compatible browser can be used, but only a compatible default browser will allow the SafeConnex software to operate fully — meaning for the prompting to work, and for “Other” accounts to open.

PC Hardware

  • 512MB RAM minimum; 1+ gig RAM recommended
  • 600 MHz or faster processor
  • 40 MB available storage memory

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Q. How do I uninstall my SafeConnex™ software?

To Uninstall SafeConnex:

  • Click on “Start,” or the Windows flag in the lower, left corner of the computer screen;
  • Click on Control Panel;
  • Click on Administrative Tools;
  • Click on Services;
  • Find SafeConnex in the list of services — click to highlight it, and click to STOP the service.

After the service has stopped, return to the Control Panel —

  • Click on “Programs and Features,” (Add or Remove software in XP)
  • In the Programs list, find the SafeConnex software, highlight it, and click to Uninstall.
  • If you plan to re-install your SafeConnex, select ’Yes’ when prompted to “Save secure password file?” If you don’t plan to re-install your SafeConnex, click ’No’. This will remove SafeConnex PIN, and will delete any stored passwords.
  • Complete the Uninstall survey, and
  • Restart the computer.

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Error Messages

  • I’m getting an Unexpected Error.
  • I’m getting a Clock Error.
  • I’m getting a DLL (download link) Error.
  • I’m getting a “General” Error.
  • I’m getting an error when I try to activate my Master PIN.
  • How do I resolve a Communications Error,
  • I see a Connections Error, and a message that I must be connected to the internet. I am connected to the internet.
    These errors can occur for a variety of reasons, but usually occur if the SafeConnex connection is poor, non-existent, OR if the communication to and from our servers is blocked. For this reason, it’s possible that you can connect to the internet to check their mail, or browse the web, but gets a message that they must be connected to the internet, when trying to access SafeConnex, or gets an error when trying to download/install, OR when trying to activate the software when they are creating their Master PIN. This is usually because the communication to and from the computer to our servers is blocked, OR the system clock is incorrect for the computer. The first thing to do is to check the date/time/time zone of the system clock:
    • Right click on the clock in the lower right-hand corner, and even if the date and time look correct, set them to the correct day, date, and time for the current location of the computer — this means correct time zone and daylight savings time setting;
    • Next, click on “Internet Time” in the system clock and select a “standard” clock to synchronize the clock to. This is because your computer clock must be in synchronization with the Microsoft server clocks for the Microsoft Security Certificate to open.
    • See if this resolves the situation. If not, then there is very likely a firewall or piece of security software blocking the connection or communication. You would need to disable the firewall to see if that is the issue, and contact the firewall or security software site to ensure that the virus definitions for the computer are up-to-date.
    • You can click this link to download/run our Diagnostics Tool. It will run six simple tests on your computer and will return the results in a bar chart. If all bars are green, there is no problem. If any bar is red, there is a connections/communications issue, and you would need to find and resolve the issue before you can use the SafeConnex software. Click for Diagnostics Tool
  • Service is Unavailable or Stopped Working — the connection to the SafeConnex service has stopped or the quality of the connection is poor.
    • Can you connect to the internet at all? If not, then the issue is with your internet service or your internet hardware (modem or router).
    • Are you using a wireless connection? If yes, then the issue may be with the connection. Try using an ethernet cable and attach the computer directly to the modem/router. If this resolves the issue, then the problem is with the wireless connection or port of the computer or the wireless signal itself.
    • If you have internet connectivity, and only the SafeConnex has stopped, or is unavailable, wait for an hour and then try again. In an instance of a service outage, by the time you see a message indicative of a service issue, the issue is usually already being addressed. So, the easiest solution may be to just try again. If the problem still occurs, contact the SafeConnex support group to report the issue, or get status if there is a service interruption. 1-888-366-4068.

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I can’t open the software. I think I’m being blocked.

  • If you have already installed the software, but can’t activate it, use your Programs/Features or Add/Remove Software control panel to Uninstall it;
  • Restart the computer;
  • Go to the download location for the software, and click to Download;
  • When prompted to Save or Run the software, click to “SAVE,” and if prompted for a location, choose the Desktop or Downloads file — some place which will be easy to find. Some browsers, such as Firefox, will not allow you to “Run” the installation from the installer, and will automatically SAVE the installation to the Downloads folder;

During the download, watch for any prompts from the anti-virus or security software and make sure to “Allow,” or “Okay,” any prompts asking for approval of the download;
After the download, click to INSTALL or use the Set-Up to install the software;
During the installation, watch for any prompts from the anti-virus or security software and make sure to “Allow,” or “okay,” any prompts asking for approval of the download;
See if this resolves the firewall block. If not —

  • Disable your firewall services to see if that resolves the issue;
  • Contact the website for your firewall/security software and make sure you have the latest updates and virus definitions;
  • Ensure that the IDVault executable files are listed, or “approved” in the firewall preferences. Those executables are:
    • IDVault.exe
    • Idvaultupdate.exe
    • Idvaultsetup.exe (only present during installation and activation)

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Q. I just changed my browser and now see something about enabling the software or the browser. What is this?

If you have updated your browser you must make sure that the SafeConnex software has been updated also IF an update is available. Normally, if SafeConnex is installed and you update your version of Internet Explorer, Firefox or Chrome, as soon as you try to access SafeConnex, you will see an error that the software needs to be updated. Just follow the instructions to Enable the new browser plug-in for the SafeConnex. You may also need to open a new browser window and:

  • For Internet Explorer — go to Tools to Manage Add-ons and Enable the Browser Helper Object;
  • For Firefox — go to the Plug-ins to the Tools Icon to Check For Updates and then Enable the Add-on. You may also need to click on the “sprocket” tools icon in the upper right-hand corner, and click to “Check For Updates;” before Enabling the add-on;
  • For Chrome — go to the Settings menu, to Extensions and Enable the extension, or search for the extension and Enable it.

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Q. Can I move to a new computer?

If you get a new computer or have to re-image your existing computer, you’ll need to re-install SafeConnex. If you have access to your old computer or have SafeConnex installed on another machine, we recommend that you create a back-up on a removable storage device as described in the FAQ ’Can I back up the information in my SafeConnex?

The software is compatible with PC Windows Operating systems (not Mac compatible).

Once the software is installed, plug in the removable storage device that you backed up to. In SafeConnex, click on the Options tab on the right side of your dashboard, then click on the Restore icon and select the backup file. Enter the Master PIN that you set on your old computer and your accounts will automatically be added to your online accounts list.

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Q. Where do I go to download SafeConnex™?

Browse to www.identityguard.com/safeconnex. You will see the download option on that page.

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Installation

SafeConnex™ Installation Instructions

To download and install the SafeConnex, you must:

  1. Use a computer with Windows XP SP3, Windows Vista with SP 1, Windows 7, Windows 8, or Windows 8.1;
  2. Have Internet Explorer 7 or later; Mozilla Firefox 11 or later; or Google Chrome 15 or later set as the Default Browser;
  3. Have Microsoft .net Framework 4.0 or later installed - if you don’t we will attempt to install it for you;
  4. Have a minimum of 512mb dynamic RAM on the logic board to install and run the software. In order to run the SafeConnex™ software with other applications at the same time, a minimum of 1 gigabyte of memory is recommended.
  5. A minimum of 40 mb available drive space.
  6. Ensure that the day, date, time, and time zone of the computer are set correctly for the current location of the computer, and that the system clock has been synchronized to an internet time source. Right-click on the system clock in the lower right-hand corner of the computer screen to set the clock and synchronize.
  7. Click here to go to WhiteSky Services and click to download the SafeConnex software.
  8. Follow the on-screen instructions to install and activate the SafeConnex.

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Q. How do I check or change the system clock and calendar?

  1. Right click on the system clock in the lower right-hand corner of the computer display;
  2. Even if the day, date, and time look correct, re-set them anyway and ensure that the time zone, and AM/PM are correct;
  3. Click on "Internet Time," and select a .gov or similar time source to synchronize the system clock to.

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Q. How do I check the operating system and version?

  1. Click on the Windows flag (start) in the lower left-hand corner of the computer screen;
  2. Click on "Computer;"
  3. Click on "System Properties
  4. The OS, version, processor speed, and available memory will be listed.

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Q. How do I check the default browser and version?

Open a new browser window and then,

Windows Internet Explorer

  • Click on the Tools icon (looks like a gear),
  • Click on "About Internet Explorer,
  • The version number will be prominently displayed.

Mozilla Firefox

  • Click on the Firefox V (down) arrow.
  • Click on "Help,"
  • The version number will be prominently displayed.

Google Chrome

  • Click on the Tools icon (looks like 3 horizontal lines)
  • Click on "About Google Chrome
  • The version number will be listed.

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Q. How do I check the Microsoft .net Framework version?

  1. Open your Control Panel
  2. Click on Programs & Features (XP customers click on Add or Remove Software)
  3. The installed programs will be listed alphabetically. Find the Microsoft .net Framework in the list — version 4.0 or later MUST be installed. Microsoft has posted several useful links for customers to repair an existing .net installation prior to using the second link to install .net 4.0 after the repair. It is recommended that customers with older versions of .net framework installed run the first link to fix any potential issues prior to running the 2nd link which will actually install version 4.0 of .net Framework.

To fix an installed version of Microsoft .net framework:

To download/install from the Microsoft website:

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Q. Where do I go to download the SafeConnex™ software?

After verifying that the computer, operating system, and browser meet the minimum requirements, customers can download the SafeConnex software from www.identityguard.com/safeconnex. Just follow the simple installation instructions provided at the download page.

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Q. What are the operating systems, web browsers, and computer hardware requirements for SafeConnex™?

Operating system

  • Windows 8.0 or 8.1 (32 or 64-bit version)
  • Windows 7 (Starter, 32 or 64-bit version) with Service Pack 1
  • Windows Vista (32 or 64-bit version) with Service Pack 1 or 2
  • Windows XP (32-bit only) with each Service Pack Update (3)
  • Macintosh OS is incompatible and unsupported
  • Windows OS or emulations on a Macintosh are unsupported

Microsoft .net Framework 4.0

  • Microsoft .net framework version 4.0 must be installed on the computer in order to install or use the SafeConnex software.
  • If you do not have Microsoft .net 4.0, the set up process will attempt to download and install it. This may take as long as one-half hour depending on the computer speed, health of the hard drive, and internet connection. If the .net Framework 4.0 cannot be downloaded and installed, the installation will stop, reverting to the prior state of the computer - leaving it “untouched,” or as it was prior to the installation attempt. However, you will not be able to install or use the SafeConnex software until they have successfully installed Microsoft .net Framework 4.0.
  • Microsoft has posted several useful links for customers to repair and existing .net installation prior to using the second link to install .net 4.0 after the repair. The third link is to common Microsoft fix-it locations.

Web Browser

  • Internet Explorer v.7 or later
  • Firefox v.11 or later
  • Google Chrome v.18 or later

Note: The above browser versions are relevant IF you wish to use one of these browsers as the default browser. Any Windows-compatible browser can be used, but only a compatible default browser will allow the SafeConnex software to operate fully — meaning for the prompting to work, and for “Other” accounts to open.

PC Hardware

  • 512MB RAM minimum; 1+ gig RAM recommended
  • 600 MHz or faster processor
  • 40 MB available storage memory

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Error Messages

  • I’m getting an Unexpected Error.
  • I’m getting a Clock Error.
  • I’m getting a DLL (download link) Error.
  • I’m getting a “General” Error.
  • I’m getting an error when I try to activate my Master PIN.
  • How do I resolve a Communications Error,
  • I see a Connections Error, and a message that I must be connected to the internet. I AM connected to the internet.
    These errors can occur for a variety of reasons, but usually occur if the SafeConnex connection is poor, non-existent, OR if the communication to and from our servers is blocked. For this reason, it’s possible that you can connect to the internet to check their mail, or browse the web, but gets a message that they must be connected to the internet, when trying to access SafeConnex, or gets an error when trying to download/install, OR when trying to activate the software when they are creating their Master PIN. This is usually because the communication to and from the computer to our servers is blocked, OR the system clock is incorrect for the computer. The first thing to do is to check the date/time/time zone of the system clock:
    • Right click on the clock in the lower right-hand corner, and even if the date and time look correct, set them to the correct day, date, and time for the current location of the computer — this means correct time zone and daylight savings time setting;
    • Next, click on “Internet Time” in the system clock and select a “standard” clock to synchronize the clock to. This is because your computer clock must be in synchronization with the Microsoft server clocks for the Microsoft Security Certificate to open.
    • See if this resolves the situation. If not, then there is very likely a firewall or piece of security software blocking the connection or communication. You would need to disable the firewall to see if that is the issue, and contact the firewall or security software site to ensure that the virus definitions for the computer are up-to-date.
    • You can click this link to download/run our Diagnostics Tool. It will run six simple tests on your computer and will return the results in a bar chart. If all bars are green, there is no problem. If any bar is red, there is a connections/communications issue, and you would need to find and resolve the issue before you can use the SafeConnex software. Click for Diagnostics Tool
  • Service is Unavailable or Stopped Working — the connection to the SafeConnex service has stopped or the quality of the connection is poor.
    • Can you connect to the internet at all? If not, then the issue is with your internet service or your internet hardware (modem or router).
    • Are you using a wireless connection? If yes, then the issue may be with the connection. Try using an ethernet cable and attach the computer directly to the modem/router. If this resolves the issue, then the problem is with the wireless connection or port of the computer or the wireless signal itself.
    • If you have internet connectivity, and only the SafeConnex has stopped, or is unavailable, wait for an hour and then try again. In an instance of a service outage, by the time you see a message indicative of a service issue, the issue is usually already being addressed. So, the easiest solution may be to just try again. If the problem still occurs, contact the SafeConnex support group to report the issue, or get status if there is a service interruption. 1-888-366-4068.

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Online Account Protection

Q. How does SafeConnex™ protect my personal information?

SafeConnex™ uses two-factor authentication to protect your information. You create a Master PIN, without which no one can access your account information, and the PIN is required to decode the encrypted, stored information. Further, your information is only accessible from your PC. The PIN and encrypted account information are stored on your PC, and not on remote servers. SafeConnex automatically signs you in to your online accounts when you enter your PIN, so information is a safe from malicious software designed to capture your sign-in credentials.

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Q. What is “Phishing” and how does SafeConnex™ protect me from it?

Phishing is when fraudsters actively seek to get your personal information to commit identity theft by placing viruses or malware within emails or websites that appear harmless. Their intent is to trick you into entering your personal information. A typical “phishing” scam would be an e-mail from a large bank stating, “We have charged your account $72.00 for the items you ordered. Click this link to verify your purchase,” and upon clicking the link, a very real looking website opens, and you are prompted to enter a card number, account number, SSN, etc. — some unique identifier for you, in order to see the “order.” In fact, by entering the information, you are providing your account credentials to the thieves. If you are using SafeConnex and have stored your account information, before SafeConnex allows your account to open, it will check the internet address of the banking link. If it doesn't match the address(es) we have on record for the bank, you will see a warning telling you that we do not recognize this as a legitimate website for that bank, and will not open the account.

SafeConnex is constantly monitoring, verifying and validating the IP addresses and sign-in procedures for more than 8,000 financial sites. That means you’ll always be signing into a legitimate web site; not a fake one.

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Q. Why should I use SafeConnex™ when I already have other software that stores my passwords?

Unlike other password managers, the SafeConnex secure account feature opens financial accounts in the Secure View™ proprietary secure browser and NOT in a general, public browser (IE, Firefox, Chrome). By using a private browser, our servers can check the financial site address to ensure that it is not a fraudulent site. We validate the internet IP addresses, and do this for more than 8,000 financial institutions in the United States. In conjunction with the PIN authentication, this delivers a two factor authentication process to protect our customers. For non-financial sites, you still benefit from the ease of using the single PIN entry for one-click access to their stored accounts. Although security applications, such as Norton, AVG and Kaspersky, provide anti-virus and firewall protection, they do not provide the protection of the secure browser. For more information on these features, see the relevant entries in these Frequently Asked Questions.

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I can’t open my financial accounts or receive software updates.

If you have problems accessing a financial site, or receiving update information, your SafeConnex services are probably being blocked by a firewall or anti-virus application. To remedy this —

  • Follow the instructions for the Communications or Connections errors in the General or Installation questions. Often, just ensuring the system clock is set correctly will resolve these issues.
If the above does not correct the error, it is likely that due to either your firewall or other security software, the PIN service cannot communicate with your computer. Your secure accounts will not open and you will not receive updates to the database or other services.
  • Disable your firewall services to see if that resolves the issue;
  • Contact the web site for your firewall/security software and make sure you have the latest updates and virus definitions;
  • Ensure that the IDVault executable files are listed, or “approved” in the firewall preferences.
    Those executables are:
    • IDVault.exe
    • Idvaultupdate.exe
    • Idvaultsetup.exe (only present during installation and activation)
In all cases it is best to check with the application manufacturer, and to read the manual or search the online help to see how to add SafeConnex, or any other application, to the list of safe software and/or sites.

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Q. How do I add an account?

After the SafeConnex has been installed, and the Master PIN has been created, you will be prompted to add your accounts. However, accounts can be added at any time. Just click the “Add Logins” button from the SafeConnex dashboard, and then choose, “Add Financial,” for a banking or financial account, or “Add Other,” for any other account, such as a shopping account.

Add Financial — For Financial sites, our Secure View™ Search will open. Just type the bank or financial name into the search field, and if the site is in our Trusted Network, you will be prompted to log into the account as you normally would, and the account is then added to the Secure Accounts. After an account has been added, to open it in the future, just click on the account name in the list of accounts, enter the PIN you created when you activated the software, and the account will open in our Secure View™ browser.

Add Other — For Other sites, meaning non-banking or non-financial sites, such as a shopping account, Safe Search, our secure search engine, will open. Just enter the name of the web site you wish to add, and click “Search.” Once the web site opens, log into the site as you normally would. After you enter your credentials and click to log in, you will be prompted to add the account to the SafeConnex list of “Other” accounts. After adding it to the list, to open it in the future, just click on the account name in the list of accounts, enter the PIN you created, and the account will open in the default browser of the computer.

Accounts can also be added by simply browsing to the web site and logging into the account from the web site log-on page. If it is a Financial account which is listed in our Trusted Network, you will be prompted to add the account as soon as you click in one of the credentials fields. If it is an Other account, the you should be prompted to add the account as soon as you enter and submit your credentials.

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Q. What do I do if my bank isn’t listed in the Secure View™ Search, or I’m not prompted to add it?

  1. Make sure that you have entered the bank or financial site name correctly. Don’t use abbreviations — type the name as it is normally written. For instance, for “Fifth Third Bank,” do not enter “5th Third.”
  2. If you cannot find the bank through the search engine, just use your normal browser and navigate to the bank site, and go to the bank log-on page. You should be prompted to add the account to the secure list of accounts as soon as you enter your sign on credentials.
  3. If you are still not prompted at a banking or financial web site, contact our support group at 1-888-366-4068.

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Q. What do I do if I’m not prompted to add an “Other” account? I've entered my credentials, and the account opens, but I'm not asked if I want to add it to the list of accounts.

You need to make sure that your web browser can communicate with our software. The communication is done through a Browser Helper Object (BHO), and is usually called an Add On, Plug In, or Extension.

  1. Make sure that you are using a compatible browser:
    1. Internet Explorer v.7 or later
    2. Firefox v.11 or later
    3. Google Chrome v.18 or later
  2. Make sure that the Browser Helper Object is present AND is enable:
    1. For Internet Explorer — go to Tools to Manage Add-ons and Enable the SafeConnex Add On;
    2. For Firefox — go to the Plug-ins to the Tools Icon to Check For Updates and then Enable the Add-on. You may also need to click on the “sprocket” tools icon in the upper right-hand corner, and click to “Check For Updates;” before Enabling the add-on;
    3. For Chrome — go to the Settings menu, to Extensions and Enable the extension, or search for the extension and Enable it.

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Q. I’m trying to open a banking account and I get a message that says, “DANGER — Adding Account Aborted.” It says the web site isn’t legitimate. What do I do?

The first thing to do is to make sure the software and the version of the Trusted Network Database you are using is current. From the SafeConnex dashboard, click on the “?” icon, and click to “Check For Updates.” The software will look for updates, and if one is found, a message to that effect will appear. Then, try to access the banking site again. If the problem still occurs, contact our support group at 1-888-366-4068. They will check to see if there is an issue with the server IP address of the bank. If so, then we will make that change in our database and will release a new database. We release the database with all updates at least once a week. Until the database release is made, you will need to log into the bank using their normal browser.

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Q. I’m trying to open a banking account and I get a message that says, “The site may have changed.” What do I do?

First, try as with the above message, check for any update to our database, and if the problem continues, report the issue to our Support group. This message is generated if the you are trying to access a web site which has made a change to their log-on page. Even a change as minor as changing the location of a log-on field can generate this error.

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Q. How do I delete an account?

Just find the name of the account in the accounts list, right-click on the name, and then click the option to “Delete.”

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Q. How do I edit a bank or financial account? I changed my password.

Just find the name of the account in the accounts list, right-click on the name, then click the option to “Edit” the account. You will be asked to log into the account as you normally would. Follow the instructions, and the stored account will be updated with the new log-on information.

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Q. How do I edit an “Other” account? That option is greyed out.

For non-financial accounts, or any web site which is not in our Trusted Network, there is no “edit” feature. If you have changed your log-on credentials, or if the site itself has changed, you will need to follow the instructions to “Delete” the account, and will then need to navigate to that web site using your web browser, and will then need to log in to the site again in order to save the account credentials.

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Q. How do I backup and restore the information in my SafeConnex™?

The stored account information should be backed up on a regular basis. Although a backup of the stored accounts, connected to the Master PIN is created each time you log out of SafeConnex, if anything happens to lock or damage the Microsoft Security Certificate, that information is lost and cannot be recovered. However, if you take the few seconds to create the secure backup, all you need to do is to enter your PIN to restore the secure backup of your account information:
From the SafeConnex window:

  • Click on the Options tab;
  • Click on the Backup icon;
  • Select a location to save the backup file — usually the Desktop, but a removable storage device, such as a flash drive, is perfect. Once created, the backup file can even be e-mailed to you. The backup file will be PIN protected so make sure to remember the PIN you are using at the time you create the backup. Once a location is determined, click to “Save,” and the “backup.idv” file will be created. It cannot be opened. It can only be imported into SafeConnex and the PIN used when the file was created must be entered in order to Restore the contents to the SafeConnex.
To restore the accounts:
  • Click on the Options tab;
  • Click on the Restore icon;
  • Browse to the location to which you saved the “backup.idv” file;
  • Double click on the file name, or highlight it, and click “Okay,”
  • Enter the PIN you used to create the backup.
The contents will be restored to the SafeConnex accounts list.

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Q. How do I change my Master PIN?

  • Click on the Options tab;
  • Click “Change Master PIN”;
  • Enter your current SafeConnex PIN;
  • In the pop-up window, enter your new PIN and re-type to confirm;
  • Click ’OK’ to accept the change.

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Q. I forgot my Master PIN. How do I get into my stored accounts?

You can't. Everything associated with your stored accounts and personal information, including the PIN, is encrypted and stored on the computer. None of your personal information is stored by us. If you incorrectly type your PIN number four consecutive times, you will be locked out of your SafeConnex. If you do not have your PIN, there is no way to unlock your SafeConnex software and access your personal information. No third party has a record of your PIN, or any way to unlock your Suite once it has been locked. Although you may be locked out of your SafeConnex, so is everyone else. Your information cannot be accessed by anyone without the correct PIN. After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your SafeConnex will remain intact. However, you cannot access any of the accounts which were attached to your old log-on/PIN. If a PIN lockout occurs, the stored accounts file is automatically deleted along with the backup copy.

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Mobile FAQs: iOS


General

Q. What is SafeConnex™?

SafeConnex is a desktop application that protects your online account passwords, provides secure login to online accounts and creates a single access point for Identity Guard® products and services.

Online Account Protection provides secure storage and convenient single tap access to your online accounts plus protection from phishing, pharming, spyware, keystroke loggers and other online fraud schemes designed to steal your personal information. Secure credit card storage and auto-fill feature protects your sensitive information when you shop online.

Single tap access to other services is provided dashboard on the Services tab.

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Q. How do I update the software?

The SafeConnex software checks for updates every twelve hours. The SafeConnex “Trusted Network,” list of financial institutions for which we watch the Server IP Addresses is updated at least weekly, and the SafeConnex program is updated at least once each quarter. Browser compatibility updates are released whenever one of the supported browsers (Internet Explorer, Firefox and Chrome) are updated by the manufacturer.

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Q. What are the operating systems requirements for SafeConnex™?

Apple

  • IOS:
    • iOS version 5.1 and later
  • Phones:
    • iPhone 3G and later
  • Tablets/Pads:
    • iPad 1 and later
  • iPod
    • iPod Touch

During installation the installer will check for a supported operating system version (iOS v.5.1 or later ). To find the version number:

  • Go to Settings - General - About
  • The installer/client software is hosted by the Apple App Store for iOS

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Q. How do I uninstall my SafeConnex™ software?

To Uninstall SafeConnex:

  • Tap on and hold SafeConnex icon
  • Apps on screen will begin to shake
  • Tap on “X” on SafeConnex icon to uninstall

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Error Messages

Service is Unavailable or Stopped Working — the connection to the SafeConnex™ service has stopped or the quality of the connection is poor.

  • Can you connect to the internet at all? If not, then the issue is with your internet service or your internet hardware (modem or router).
  • Are you using a wireless connection? If yes, then the issue may be with the connection.
  • If you have internet connectivity, and only the SafeConnex™ has stopped, or is unavailable, wait for an hour and then try again. In an instance of a service outage, by the time you see a message indicative of a service issue, the issue is usually already being addressed. So, the easiest solution may be to just try again. If the problem still occurs, contact the SafeConnex™ support group to report the issue, or get status if there is a service interruption, please call 1-888-366-4068.

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Q. Where do I go to download SafeConnex™?

Go to App Store on Apple device. Search for "SafeConnex" application. Follow download and install prompts.

Please see User Guide for download, install and PIN set up screen shots. To view User Guide, tap on Options icon, and then tap on User Guide tab.

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Installation

Download

The download location for the iOS client is the Apple Store. Any issues associated with retrieving the client application need to be reported to Apple. You can also communicate download issues to SafeConnex by calling 1-888-366-4068.

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Activation

The activation phase of the installation is actually when you enter your Master PIN, and submit it. As with the desktop version, a security certificate is used, and your PIN is encrypted and stored on your device. A public key is created, which masks your private key. If the activation does not succeed, it means that the key encryption and validation was not successful. You will need to delete the installation and to try, again, to install and activate the client software. The likely cause is network issues — usually a poor connection, or network latency.

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Online Account Protection

Q. How does SafeConnex™ protect my personal information?

SafeConnex™ uses two-factor authentication to protect your information. You create a Master PIN, without which no one can access your account information, and the PIN is required to decode the encrypted, stored information. Further, your information is only accessible from your mobile device. The PIN and encrypted account information are stored on your mobile device, and not on remote servers. SafeConnex automatically signs you in to your online accounts when you enter your PIN, so information is a safe from malicious software designed to capture your sign-in credentials.

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Q. What is “Phishing” and how does SafeConnex™ protect me from it?

Phishing is when fraudsters actively seek to get your personal information to commit identity theft by placing viruses or malware within emails or websites that appear harmless. Their intent is to trick you into entering your personal information. A typical “phishing” scam would be an e-mail from a large bank stating, “We have charged your account $72.00 for the items you ordered. Tap this link to verify your purchase,” and upon tapping the link, a very real looking website opens, and you are prompted to enter a card number, account number, SSN, etc. — some unique identifier for you, in order to see the “order.” In fact, by entering the information, you are providing your account credentials to the thieves. If you are using SafeConnex and have stored your account information, before SafeConnex allows your account to open, it will check the internet address of the banking link. If it doesn't match the address(es) we have on record for the bank, you will see a warning telling you that we do not recognize this as a legitimate website for that bank, and will not open the account.

SafeConnex is constantly monitoring, verifying and validating the IP addresses and sign-in procedures for more than 8,000 financial sites. That means you’ll always be signing into a legitimate web site; not a fake one.

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Q. Why should I use SafeConnex™ when I already have other software that stores my passwords?

Unlike other password managers, the SafeConnex secure account feature opens financial accounts in the Secure View™ proprietary secure browser and NOT in a general, public browser (IE, Firefox, Chrome). By using a private browser, our servers can check the financial site address to ensure that it is not a fraudulent site. We validate the internet IP addresses, and do this for more than 8,000 financial institutions in the United States. In conjunction with the PIN authentication, this delivers a two factor authentication process to protect our customers. For non-financial sites, you still benefit from the ease of using the single PIN entry for one-tap access to their stored accounts. Although security applications, such as Norton, AVG and Kaspersky, provide anti-virus and firewall protection, they do not provide the protection of the secure browser. For more information on these features, see the relevant entries in these Frequently Asked Questions.

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Q. How do I add an account?

After the SafeConnex has been installed, and the Master PIN has been created, you will be prompted to add your accounts. However, accounts can be added at any time. Just click the “Add Logins” button from the SafeConnex dashboard, and then choose, “Add Financial,” for a banking or financial account, or “Add Other,” for any other account, such as a shopping account.

Add Financial — For Financial sites, our Secure View™ Search will open. Just type the bank or financial name into the search field, and if the site is in our Trusted Network, you will be prompted to log into the account as you normally would, and the account is then added to the Secure Accounts. After an account has been added, to open it in the future, just tap on the account name in the list of accounts, enter the PIN you created when you activated the software, and the account will open in our Secure View™ browser.

Add Other — For Other sites, meaning non-banking or non-financial sites, such as a shopping account, Safe Search, our secure search engine, will open. Just enter the name of the web site you wish to add, and tap “Search.” Once the web site opens, log into the site as you normally would. After you enter your credentials and tap to log in, you will be prompted to add the account to the SafeConnex list of “Other” accounts. After adding it to the list, to open it in the future, just tap on the account name in the list of accounts, enter the PIN you created, and the account will open in the default browser of the computer.

Accounts can also be added by simply browsing to the web site and logging into the account from the web site log-on page. If it is a Financial account which is listed in our Trusted Network, you will be prompted to add the account as soon as you tap in one of the credentials fields. If it is an Other account, the you should be prompted to add the account as soon as you enter and submit your credentials.

Please see User Guide for screen shots. To view User Guide, tap on Options icon, and then tap on User Guide tab.

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Q. What do I do if my bank isn’t listed in the Secure View™ Search, or I’m not prompted to add it?

  1. Make sure that you have entered the bank or financial site name correctly. Don’t use abbreviations — type the name as it is normally written. For instance, for “Fifth Third Bank,” do not enter “5th Third.”
  2. If you cannot find the bank through the search engine, just use your normal browser and navigate to the bank site, and go to the bank log-on page. You should be prompted to add the account to the secure list of accounts as soon as you enter your sign on credentials.
  3. If you are still not prompted at a banking or financial web site, contact our support group at 1-888-366-4068.

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Q. What do I do if I’m not prompted to add an “Other” account? I've entered my credentials, and the account opens, but I'm not asked if I want to add it to the list of accounts.

Unlike the desktop version of SafeConnex™, the mobile application does not use a browser plug-in, and this is the reason that you are not prompted to add an account from the site itself. You will need to go to a website, enter your credentials and then click to “Submit,” or “Enter.” Only then will the mobile application prompt you asking if they wish to add the account to the list of logins. Because the process is less sophisticated than the desktop version, it is also much less prone to login, save, and open issues. However, the feature is reliant on Java script. If you have added one account, but have not gone back to the main screen before trying to add another account, you will not be prompted. If you have any issue in adding an account, you need to back out of the page, and go back to the main “login” page, and start again. If you are not prompted, the issue is with the javascript for the login, and you need to begin again.

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Q. I’m trying to open a banking account and I get a message that says, “DANGER — Adding Account Aborted.” It says the web site isn’t legitimate. What do I do?

Try to access the banking site again…

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Q. I’m trying to open a banking account and I get a message that says, “The site may have changed.” What do I do?

First, try as with the above message, check for any update to our database, and if the problem continues, report the issue to our Support group at 1-888-366-4068. This message is generated if the you are trying to access a web site which has made a change to their log-on page. Even a change as minor as changing the location of a log-on field can generate this error.

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Q. How do I delete an account?

To access the Account Management functions on an iOS mobile device, press the right arrow button for the account, and the following management options will be displayed:

  • Delete
  • Update Login
  • Edit Login Name
  • Cancel

To remove the account completely, tap to “Delete,” it. You will be asked to verify that you wish to delete the account, and if you answer, “yes,” the account will be permanently deleted. It cannot be recovered, but can be added again through the normal add account processes. To Update Login, follow the prompts. To Edit Login Name, follow prompts to change name in account list.

Please see User Guide for screen shots. To view User Guide, tap on Options icon, and then tap on User Guide tab.

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Q. How do I backup and restore the information in my SafeConnex™?

You cannot back-up and restore the information on mobile devices. However, you can back up and store information on desktop. You can use the desktop as a back up to your mobile device by:

  • Download and install the SafeConnex application on your PC
  • Store same accounts in PC as in your mobile SafeConnex application
  • If you lose your stored data in your mobile device, you can use the Sync function to pass the data stored in your PC version of SafeConnex to your SafeConnex mobile app.

See User Guide for more details and screen shots on the Sync function. To view User Guide, tap on Options icon, and then tap on User Guide tab.

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Q. How do I change my Master PIN?

  • Tap on the Options tab;
  • Tap “Master PIN”;
  • Enter your current SafeConnex PIN;
  • In the pop-up window, enter your new PIN and re-type to confirm;
  • Tap ’OK’ to accept the change.

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Q. I forgot my Master PIN. How do I get into my stored accounts?

You can't. Everything associated with your stored accounts and personal information, including the PIN, is encrypted and stored on the computer. None of your personal information is stored by us. If you incorrectly type your PIN number four consecutive times, you will be locked out of your SafeConnex. If you do not have your PIN, there is no way to unlock your SafeConnex software and access your personal information. No third party has a record of your PIN, or any way to unlock your Suite once it has been locked. Although you may be locked out of your SafeConnex, so is everyone else. Your information cannot be accessed by anyone without the correct PIN. After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your SafeConnex will remain intact. However, you cannot access any of the accounts which were attached to your old log-on/PIN. If a PIN lockout occurs, the stored accounts file is automatically deleted along with the backup copy.

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Site Issues

There are two commonly reported site issues:

  • I am not being prompted to add a site; and
  • The site is in my list of Logins, but it doesn't open

Not prompted to add — Unlike the desktop version of SafeConnex™, the mobile application does not use a browser plug-in, and this is the reason that you are not prompted to add an account from the site itself. You must go to a website, enter your credentials and then click to “Submit,” or “Enter.” Only then will the mobile application prompt you, asking if you wish to add the account to the list of logins. Because the process is less sophisticated than the desktop version, it is also much less prone to login, save, and open issues. However, the feature is reliant on Java script. If the you have added one account, but have not gone back to the main screen before trying to add another account, you will not be prompted. If the you have any issue in adding an account, you need to back out of the page, and go back to the main “login” page, and start again. If you are not prompted, the issue is with the java script for the login, and you need to begin again.

The site doesn't open — You will need to delete and recreate the account. The common issue here is account corruption — either when the account was being created, or from the Sync process. In these cases, a poor connection, latency, etc. during the sync process can cause this issue.

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Master PIN

Forgotten PIN — If you create, or change the Master PIN, and can’t remember it, you cannot open SafeConnex™ on your mobile device. If you have created or change the PIN on a separate mobile device and cannot remember that PIN, you cannot sync the accounts between the devices. There is no recovering the account information. Only you have access to your Master PIN(s), and if you cannot remember them, after four attempts to open the software with an incorrect PIN, the information for that installation of SafeConnex is automatically deleted. You will be brought back to the activation screen where you will need to create a new Master PIN. You will need to recreate all of your account information unless you are able to synchronize the device with a desktop version or another mobile device for which you can access the accounts.

Can’t create the Master PIN — this is likely to be a connection issue or software corruption issue associated with the security certificate. During the PIN creation, you are asked to enter the PIN twice. After you enter it the second time and submit, a second “public” key is created which masks the “private” key, which is stored on your mobile device. If the PIN activation doesn’t work, it means that the communication between the mobile device and the activation servers is not working. If the communication cannot be made, the PIN cannot activate or open. At this point, you need to check your network connection.

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Credit Card

No Prompt — When using the SafeConnex mobile app, you will not be prompted to choose a credit card when you reach a web page which has a credit card selection/payment field. You must select a credit card to use, at the payment page.

Auto-fill Issues — Sometimes, after tapping to auto-fill the credit card form, it does not fill correctly. Again, the software is reliant on the web developer who created the payment form to code the fields in such a way that SafeConnex™, can determine what should go into that field. If this has not been done, the fill feature cannot fill the fields correctly. If this occurs, you will need to manually enter your card information.

Synchronization Issues (Sync)

Device Not Seen — There are only two causes:

  • Ensure that each device is on the same Wi-Fi network;
  • Ensure that only one device is set to “Find.”

Not all accounts transferred — If you have a poor network connection, latency in the network or a dropped connection, there could be a number of issues with the transferred accounts, and missing accounts could be one of them. You need to ensure you have a good internet connection, and the closer the devices are to each other, the better the success rate. The devices should be near each other, and the communication pathway between the devices should not be obstructed by a dense object, and there should not be another electrical device nearby which disrupt the communication.

Transferred accounts don’t open — See Above “Not all accounts transferred.”

Crashing/Hangs/Freezes — There can be any number of reasons for a mobile device application to “hang,” or “freeze,” and it happens substantially more on mobile devices than on the desktop counterparts. Here’s what you need to do: (1) Restart the application and see if the restart resolves the issue; (2) Uninstall the application and then Reinstall the application from the download location. Mobile applications cannot be installed/reinstalled unless the existing version is uninstalled. This means that there is no way for you to save or recover your stored account or credit card information unless you have synchronized with another mobile device or a desktop version.

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Mobile FAQs: Android


General

Q. What is SafeConnex™?

SafeConnex is a desktop application that protects your online account passwords, provides secure login to online accounts and creates a single access point for Identity Guard® products and services.

Online Account Protection provides secure storage and convenient single tap access to your online accounts plus protection from phishing, pharming, spyware, keystroke loggers and other online fraud schemes designed to steal your personal information. Secure credit card storage and auto-fill feature protects your sensitive information when you shop online.

Single tap access to other services is provided dashboard on the Services tab.

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Q. How do I update the software?

The SafeConnex software checks for updates every twelve hours. The SafeConnex “Trusted Network,” list of financial institutions for which we watch the Server IP Addresses is updated at least weekly, and the SafeConnex program is updated at least once each quarter. Browser compatibility updates are released whenever one of the supported browsers (Internet Explorer, Firefox and Chrome) are updated by the manufacturer.

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Q. What are the operating systems requirements for SafeConnex™?

Apple

  • Android OS:
    • Android OS version 2.2 and later
  • Phones:
    • Samsung Galaxy II
    • Samsung Galaxy III
  • Tablets/Pads:
    • Kindle Fire
    • Samsung Galaxy II

During installation the installer will check for a supported operating system version (Android OS version 2.2 or later). To find the version number:

  • Go to Apps - Settings - About device
  • The installer/client software is hosted by the Google Play Store for Android

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Q. How do I uninstall my SafeConnex™ software?

To remove an application, press the Apps icon to Settings to the “Application manager.” Once in the Application manager, find “SafeConnex,” in the alphabetical list of applications. Touch the SafeConnex icon, and then click “Uninstall” from the list of options.

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Error Messages

Service is Unavailable or Stopped Working — the connection to the SafeConnex™ service has stopped or the quality of the connection is poor.

  • Can you connect to the internet at all? If not, then the issue is with your internet service or your internet hardware (modem or router).
  • Are you using a wireless connection? If yes, then the issue may be with the connection.
  • If you have internet connectivity, and only the SafeConnex™ has stopped, or is unavailable, wait for an hour and then try again. In an instance of a service outage, by the time you see a message indicative of a service issue, the issue is usually already being addressed. So, the easiest solution may be to just try again. If the problem still occurs, contact the SafeConnex™ support group to report the issue, or get status if there is a service interruption, please call 1-888-366-4068.

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Q. Where do I go to download SafeConnex™?

Go to Google Play Store on your Android device. Search for “SafeConnex” application. Follow download and install prompts.

Please see User Guide for download, install and PIN set up screen shots. To view User Guide, tap on Options icon, and then tap on User Guide tab.

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Installation

General Questions

Many users have pre-installation questions associated with compatibility and use. While SafeConnex generally works with Android 2.2 and above, and Samsung Galaxy I and II devices and Kindle Fire tablets, we cannot guarantee that the software client will work correctly with every iteration of the Android products.

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Download

The download location for the Android client is the Google Play Store. Any issues associated with retrieving the client application need to be reported to Google. You can also communicate download issues to SafeConnex by calling 1-888-366-4068.

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Activation

The activation phase of the installation is actually when you enter your Master PIN, and submit it. As with the desktop version, a security certificate is used, and your PIN is encrypted and stored on your device. A public key is created, which masks your private key. If the activation does not succeed, it means that the key encryption and validation was not successful. You will need to delete the installation and to try, again, to install and activate the client software. The likely cause is network issues — usually a poor connection, or network latency.

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Online Account Protection

Q. How does SafeConnex™ protect my personal information?

SafeConnex™ uses two-factor authentication to protect your information. You create a Master PIN, without which no one can access your account information, and the PIN is required to decode the encrypted, stored information. Further, your information is only accessible from your mobile device. The PIN and encrypted account information are stored on your mobile device, and not on remote servers. SafeConnex automatically signs you in to your online accounts when you enter your PIN, so information is a safe from malicious software designed to capture your sign-in credentials.

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Q. What is “Phishing” and how does SafeConnex™ protect me from it?

Phishing is when fraudsters actively seek to get your personal information to commit identity theft by placing viruses or malware within emails or websites that appear harmless. Their intent is to trick you into entering your personal information. A typical “phishing” scam would be an e-mail from a large bank stating, “We have charged your account $72.00 for the items you ordered. Tap this link to verify your purchase,” and upon tapping the link, a very real looking website opens, and you are prompted to enter a card number, account number, SSN, etc. — some unique identifier for you, in order to see the “order.” In fact, by entering the information, you are providing your account credentials to the thieves. If you are using SafeConnex and have stored your account information, before SafeConnex allows your account to open, it will check the internet address of the banking link. If it doesn’t match the address(es) we have on record for the bank, you will see a warning telling you that we do not recognize this as a legitimate website for that bank, and will not open the account.

SafeConnex is constantly monitoring, verifying and validating the IP addresses and sign-in procedures for more than 8,000 financial sites. That means you’ll always be signing into a legitimate web site; not a fake one.

↑ Back to Top

Q. Why should I use SafeConnex™ when I already have other software that stores my passwords?

Unlike other password managers, the SafeConnex secure account feature opens financial accounts in the Secure View™ proprietary secure browser and NOT in a general, public browser (IE, Firefox, Chrome). By using a private browser, our servers can check the financial site address to ensure that it is not a fraudulent site. We validate the internet IP addresses, and do this for more than 8,000 financial institutions in the United States. In conjunction with the PIN authentication, this delivers a two factor authentication process to protect our customers. For non-financial sites, you still benefit from the ease of using the single PIN entry for one-tap access to their stored accounts. Although security applications, such as Norton, AVG and Kaspersky, provide anti-virus and firewall protection, they do not provide the protection of the secure browser. For more information on these features, see the relevant entries in these Frequently Asked Questions.

↑ Back to Top

Q. How do I add an account?

After the SafeConnex has been installed, and the Master PIN has been created, you will be prompted to add your accounts. However, accounts can be added at any time. Just click the “Add Logins” button from the SafeConnex dashboard, and then choose, “Add Financial,” for a banking or financial account, or “Add Other,” for any other account, such as a shopping account.

Add Financial — For Financial sites, our Secure View™ Search will open. Just type the bank or financial name into the search field, and if the site is in our Trusted Network, you will be prompted to log into the account as you normally would, and the account is then added to the Secure Accounts. After an account has been added, to open it in the future, just tap on the account name in the list of accounts, enter the PIN you created when you activated the software, and the account will open in our Secure View™ browser.

Add Other — For Other sites, meaning non-banking or non-financial sites, such as a shopping account, Safe Search, our secure search engine, will open. Just enter the name of the web site you wish to add, and tap “Search.” Once the web site opens, log into the site as you normally would. After you enter your credentials and tap to log in, you will be prompted to add the account to the SafeConnex list of “Other” accounts. After adding it to the list, to open it in the future, just tap on the account name in the list of accounts, enter the PIN you created, and the account will open in the default browser of the computer.

Accounts can also be added by simply browsing to the web site and logging into the account from the web site log-on page. If it is a Financial account which is listed in our Trusted Network, you will be prompted to add the account as soon as you tap in one of the credentials fields. If it is an Other account, the you should be prompted to add the account as soon as you enter and submit your credentials.

Please see User Guide for screen shots. To view User Guide, tap on Options icon, and then tap on User Guide tab.

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Q. What do I do if my bank isn’t listed in the Secure View™ Search, or I’m not prompted to add it?

  1. Make sure that you have entered the bank or financial site name correctly. Don’t use abbreviations — type the name as it is normally written. For instance, for “Fifth Third Bank,” do not enter “5th Third.”
  2. If you cannot find the bank through the search engine, just use your normal browser and navigate to the bank site, and go to the bank log-on page. You should be prompted to add the account to the secure list of accounts as soon as you enter your sign on credentials.
  3. If you are still not prompted at a banking or financial web site, contact our support group at 1-888-366-4068.

↑ Back to Top

Q. What do I do if I’m not prompted to add an “Other” account? I’ve entered my credentials, and the account opens, but I’m not asked if I want to add it to the list of accounts.

Unlike the desktop version of SafeConnex™, the mobile application does not use a browser plug-in, and this is the reason that you are not prompted to add an account from the site itself. You will need to go to a website, enter your credentials and then click to “Submit,” or “Enter.” Only then will the mobile application prompt you asking if they wish to add the account to the list of logins. Because the process is less sophisticated than the desktop version, it is also much less prone to login, save, and open issues. However, the feature is reliant on Java script. If you have added one account, but have not gone back to the main screen before trying to add another account, you will not be prompted. If you have any issue in adding an account, you need to back out of the page, and go back to the main “login” page, and start again. If you are not prompted, the issue is with the javascript for the login, and you need to begin again.

↑ Back to Top

Q. I’m trying to open a banking account and I get a message that says, “DANGER — Adding Account Aborted.” It says the web site isn’t legitimate. What do I do?

Try to access the banking site again…

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Q. I’m trying to open a banking account and I get a message that says, “The site may have changed.” What do I do?

First, try as with the above message, check for any update to our database, and if the problem continues, report the issue to our Support group at 1-888-366-4068. This message is generated if the you are trying to access a web site which has made a change to their log-on page. Even a change as minor as changing the location of a log-on field can generate this error.

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Q. How do I delete an account?

To access the Account Management functions on an Android mobile device, press/touch the account name for several seconds, and the management options will be displayed:

  • Edit Account Name
  • Update Account
  • View Account Credentials
  • Delete Account

Simply pick the function you wish, and follow the on screen instructions.

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Q. How do I backup and restore the information in my SafeConnex™?

You cannot back-up and restore the information on mobile devices. However, you can back up and store information on desktop. You can use the desktop as a back up to your mobile device by:

  • Download and install the SafeConnex application on your PC
  • Store same accounts in PC as in your mobile SafeConnex application
  • If you lose your stored data in your mobile device, you can use the Sync function to pass the data stored in your PC version of SafeConnex to your SafeConnex mobile app.

See User Guide for more details and screen shots on the Sync function. To view User Guide, tap on Options icon, and then tap on User Guide tab.

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Q. How do I change my Master PIN?

  • Tap on the Options tab;
  • Tap “Master PIN”;
  • Enter your current SafeConnex PIN;
  • In the pop-up window, enter your new PIN and re-type to confirm;
  • Tap ’OK’ to accept the change.

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Q. I forgot my Master PIN. How do I get into my stored accounts?

You can’t. Everything associated with your stored accounts and personal information, including the PIN, is encrypted and stored on your device. None of your personal information is stored by us. If you incorrectly type your PIN number four consecutive times, you will be locked out of your SafeConnex. If you do not have your PIN, there is no way to unlock your SafeConnex software and access your personal information. No third party has a record of your PIN, or any way to unlock your Suite once it has been locked. Although you may be locked out of your SafeConnex, so is everyone else. Your information cannot be accessed by anyone without the correct PIN. After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your SafeConnex will remain intact. However, you cannot access any of the accounts which were attached to your old log-on/PIN. If a PIN lockout occurs, the stored accounts file is automatically deleted along with the backup copy.

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Site Issues

There are two commonly reported site issues:

  • I am not being prompted to add a site; and
  • The site is in my list of Logins, but it doesn’t open

Not prompted to add — Unlike the desktop version of SafeConnex™, the mobile application does not use a browser plug-in, and this is the reason that you are not prompted to add an account from the site itself. You must go to a website, enter your credentials and then click to “Submit,” or “Enter.” Only then will the mobile application prompt you, asking if you wish to add the account to the list of logins. Because the process is less sophisticated than the desktop version, it is also much less prone to login, save, and open issues. However, the feature is reliant on Java script. If the you have added one account, but have not gone back to the main screen before trying to add another account, you will not be prompted. If the you have any issue in adding an account, you need to back out of the page, and go back to the main “login” page, and start again. If you are not prompted, the issue is with the java script for the login, and you need to begin again.

The site doesn’t open — You will need to delete and recreate the account. The common issue here is account corruption — either when the account was being created, or from the Sync process. In these cases, a poor connection, latency, etc. during the sync process can cause this issue.

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Master PIN

Forgotten PIN — If you create, or change the Master PIN, and can’t remember it, you cannot open SafeConnex™ on your mobile device. If you have created or change the PIN on a separate mobile device and cannot remember that PIN, you cannot sync the accounts between the devices. There is no recovering the account information. Only you have access to your Master PIN(s), and if you cannot remember them, after four attempts to open the software with an incorrect PIN, the information for that installation of SafeConnex is automatically deleted. You will be brought back to the activation screen where you will need to create a new Master PIN. You will need to recreate all of your account information unless you are able to synchronize the device with a desktop version or another mobile device for which you can access the accounts.

Can’t create the Master PIN — this is likely to be a connection issue or software corruption issue associated with the security certificate. During the PIN creation, you are asked to enter the PIN twice. After you enter it the second time and submit, a second “public” key is created which masks the “private” key, which is stored on your mobile device. If the PIN activation doesn’t work, it means that the communication between the mobile device and the activation servers is not working. If the communication cannot be made, the PIN cannot activate or open. At this point, you need to check your network connection.

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Credit Card

No Prompt — When using the SafeConnex mobile app, you will not be prompted to choose a credit card when you reach a web page which has a credit card selection/payment field. You must select a credit card to use, at the payment page.

Auto-fill Issues — Sometimes, after tapping to auto-fill the credit card form, it does not fill correctly. Again, the software is reliant on the web developer who created the payment form to code the fields in such a way that SafeConnex™, can determine what should go into that field. If this has not been done, the fill feature cannot fill the fields correctly. If this occurs, you will need to manually enter your card information.

Synchronization Issues (Sync)

Device Not Seen — There are only two causes:

  • Ensure that each device is on the same Wi-Fi network;
  • Ensure that only one device is set to “Find.”

Not all accounts transferred — If you have a poor network connection, latency in the network or a dropped connection, there could be a number of issues with the transferred accounts, and missing accounts could be one of them. You need to ensure you have a good internet connection, and the closer the devices are to each other, the better the success rate. The devices should be near each other, and the communication pathway between the devices should not be obstructed by a dense object, and there should not be another electrical device nearby which disrupt the communication.

Transferred accounts don’t open — See Above “Not all accounts transferred.”

Crashing/Hangs/Freezes — There can be any number of reasons for a mobile device application to “hang,” or “freeze,” and it happens substantially more on mobile devices than on the desktop counterparts. Here’s what you need to do: (1) Restart the application and see if the restart resolves the issue; (2) Uninstall the application and then Reinstall the application from the download location. Mobile applications cannot be installed/reinstalled unless the existing version is uninstalled. This means that there is no way for you to save or recover your stored account or credit card information unless you have synchronized with another mobile device or a desktop version.

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