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Frequently Asked Questions


Ordering your SecureSwipe

1. How can I get a
SecureSwipe?
Send us an email at secureswipe@mycitadel.com. Please include your first name, last name, mailing address, myCitadel Wallet ID and myCitadel Wallet email address.

If your account is in good standing, we will send you a confirmation email. You can expect to receive your
SecureSwipe within a few weeks of the confirmation email.

2. How much does
SecureSwipe cost?
There are no annual rental fees or usage fees for SecureSwipe. Please be aware that your bank may levy transaction fees similar to the fees charged when using your debit card or credit card with an ATM machine.

3. Are there recurring fees to use SecureSwipe?
Debit card transactions and credit card transactions are free. Please be aware that your bank may levy transaction fees similar to the fees charged when using your debit card or credit card with an ATM machine.

4. What are the Terms and Conditions for using SecureSwipe?
Please click here to read our Terms and Conditions and RMA policy.

5. Is the SecureSwipe device a rental unit or do I own it?
The device is a rental unit and remains the property of myCitadel Wallet. Because it is a rental unit there are no fees for a replacement unit. If your SecureSwipe becomes inoperable, or if it is lost or stolen, contact our customer support and we will ship you a replacement device.

6. Does myCitadel Wallet pay to ship the
SecureSwipe device?
myCitadel Wallet will pay for the shipping of the SecureSwipe device to you. If you decide to return the device, please contact our Customer Support team and they will advise you of the return process. The return shipping fees will not be covered by myCitadel.


Using your SecureSwipe

1. Where can I get a bank card?
Most PIN-based bank card/debit cards are linked to your bank account and are issued by your bank. SecureSwipe should work with any U.S. bank-issued debit card.

2. Can I use my credit card with SecureSwipe?
Yes, you can use your MasterCard or Visa credit card or your bank debit card to process a transaction using SecureSwipe.

3. Does SecureSwipe work with Canadian or International bank cards?
PIN-based debit deposits using SecureSwipe are currently available to residents of the United States only.

4. What happens if I don’t have sufficient funds in my bank account?
If you do not have sufficient funds in your bank account, your SecureSwipe deposit will be declined. You can check with your bank to determine the balance of the account linked to your debit card.

5. I have sufficient funds in my account, but the SecureSwipe deposit does not work. What do I do?
If you are sure you have sufficient funds in the account linked to your debit card, please contact myCitadel Wallet Customer Support for assistance.

6. Can I use SecureSwipe to put money into another myCitadel Wallet account?
No. For security reasons, you can only use your SecureSwipe device with your myCitadel Wallet account.

7. Can my friend swipe their bank card through SecureSwipe to put money in my wallet?
Yes.

8. Can I use SecureSwipe to do peer-to-peer funds transfers?
No. To maintain the highest levels of privacy, SecureSwipe can only transfer funds into the user’s myCitadel Wallet account. Each SecureSwipe is configured for a specific myCitadel Wallet account and the device can not be used to transfer funds between two myCitadel Wallet holders.

9. What happens if there’s a charge on my bank account that I didn’t make?
If you believe there is a charge to your bank account that you did not perform, you should contact your bank.

10. Someone stole my
SecureSwipe device and has used it with my account, what do I do?
Your SecureSwipe device can only be used for depositing funds into your myCitadel Wallet account. As long as you keep your myCitadel Wallet password secret, nobody can use your SecureSwipe device.

11. If I change my mind after using SecureSwipe to move funds into my wallet, can you cancel the transaction and put the money back?
Unfortunately, we cannot cancel a SecureSwipe transaction. However, any one of myCitadel Wallet withdrawal methods may be used to obtain the funds that you accidentally deposited into your wallet.

12. I have more than one wallet, do I need another SecureSwipe device or can I make it work for all of my accounts?
You cannot use a single SecureSwipe device with more than one wallet. A SecureSwipe device can only be assigned to one specific wallet. If you have more than one wallet, you will have to apply for a separate SecureSwipe device.

13. My roommate also has a SecureSwipe. How do we tell which one works with which myCitadel account?
Each SecureSwipe device can only be used with the wallet it is assigned to. There is no harm in accidentally using a SecureSwipe device with the wrong wallet – if you try, it simply will not work, and you will be informed that the device is not assigned to this wallet.

14. What if my SecureSwipe is lost or stolen, who do I contact?
If your SecureSwipe is lost or stolen please call our Customer Support team toll-free at 1-877-747-8433 or send us an email at support@mycitadel.com.


SecureSwipe Technical Details

1. How does SecureSwipe work?
myCitadel Wallet’s SecureSwipe works just like ATM. With SecureSwipe, you are using your bank card or credit card to transfer real cash from your bank account to your myCitadel Wallet.

2. Is SecureSwipe secure?
Absolutely. SecureSwipe uses the same technology as point of sale devices (POS) in retail locations and ATMs throughout the world. Your PIN information is always transmitted in an encrypted form. In addition, the communications between your computer and the myCitadel Wallet servers is always encrypted.

3. Is the device compatible with Macintosh Computers?
Sorry at this time myCitadel Wallet and SecureSwipe are not compatible with Macintosh. Please let us know if you would like us to add it to our requirements.

4. Is the device compatible with Unix or Solaris operating systems?

myCitadel Wallet and SecureSwipe are not compatible with Unix or Solaris operating systems. Let us know if you would like us to add it to our requirements.

5. Can I use SecureSwipe on other Windows-based computers?
Yes. SecureSwipe can be used on any computer running Windows 2000, or Windows XP. However, you may only use your SecureSwipe device to deposit funds into your myCitadel Wallet account.

6. Can I use my SecureSwipe device anywhere in the world?
You can use SecureSwipe anywhere in the world as long as the computer that you are using is running Windows 2000, or Windows XP. Please note that SecureSwipe is only compatible with U.S. bank-issued debit cards.

7. What operating system or browser do I require to use SecureSwipe?
Browser Formats: Internet Explorer 6.0. At this time, SecureSwipe is not compatible with Unix and Linux operating systems as well as all versions of FireFox and Netscape web browsers.

8. What are the hardware and software requirements for installing and using SecureSwipe with your myCitadel Wallet?

    Minimum

    Recommended
  
   MS Windows 2000-SP4/XP **
   Available USB 1.1 port in PC
   Internet Explorer 6.0
   2MB disk space available for new software

   MS Windows 2000-SP4/XP **
   Available USB 2.0 port in PC
   Internet Explorer 6.0
   2MB disk space available for new software

   **refer to Microsoft web site for minimum hardware requirements for your operating system.
  
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