End-User Frequently Asked Questions (FAQs)

End-User Frequently Asked Questions (FAQs)

The Wave2 Locator end-user experience is highly intuitive, familiar, and easy to use. However, if you get questions from your cardholders, we want to help you be best prepared to answer those questions. So, we have put together this list of frequently asked questions from end-users to help.

In no particular order, here are some FAQs:

1) How can I search for a branch or ATM?
There are three ways to search inside the locator -
1) using "geolocation" or GPS data
2) entering locations (full address, city/state, ZIP code) to search, or
3) panning the map and exploring around.


       Text Search With Autocomplete


To search for locations closest to your current location, the easiest way is to click on the "find me" geolocation buttons, which can be found to the left of the search input box as well as in the toolbar, which can be found in the upper right hand corner of the locator screen.  Clicking either of those buttons will attempt to use your current location as the beginning of the search, and will show you any branches or ATMs that are closest to you right now.


 "Find Me" - Geoloction/GPS Search

Alternatively, you can type in your current address, or just your city/state or ZIP code and find locations near you that way. In either case, you can then explore around by dragging/panning/zooming the map in the area of interest to explore your options.

2) When I search using the "find me" / geolocation / GPS search buttons, I see a dialog box asking me permission to share my location with the Wave2 Locator domain.  Is that safe? What should I do?
Every web browser and mobile app has some built-in protections and permissions to keep your information safe while you are browsing the web.  One of these security measures makes sure that no website or web application can access your location information unless you give it permission to do so first.  You will need to say yes and give your permission for the locator to use your location information. You only have to answer that question once, and then the browser will remember your answer the next time you use the locator on that same device.  It is important to know that if you say no, and don't give the locator permission to access your location information, it will remember that too!  And then we won't be able to detect where you are for the search.  Instead, the locator will just perform a new search right in the middle of your current map view. So please do give permission for the locator to access your location information.  See question 3 below for details on resetting your geolocation permissions in the browser.

3) Whoops, I must have blocked geolocation permissions in my browser. Now I want to use the 'find me' buttons. What do I do?
That depends on your device and browser:

iOS + Safari Browser:  
In Safari, the instructions are to go to Check Preferences → Websites → Location and then change the setting for your FI's custom Wave2.io locator URL to "Allow"
In Safari 11, it is slightly different in that you start with: Safari -> 'Settings for this Website' 
Here are instructions regarding geolocation permissions for Safari on a Mac:  https://browserhow.com/how-to-enable-or-disable-location-access-in-apple-safari/

Computer + Chrome Browser:  
There are several ways you can control your geolocation permissions in Chrome. In a computer/laptop/desktop browser, the easiest way is to click on the lock icon next to the address bar, which will show a menu for controlling settings for that site in particular, as shown below. Then set the Location slider to enabled.


Alternatively, you can open Chrome -> Preferences -> Settings -> Privacy -> Content settings… -> Location panel  and then find the listing for your FI's custom Wave2.io locator URL. Hover over that site listing and click the “×” icon that appears on the right hand side of the table row.

Android + Chrome Browser:  
In Android + Chrome - Tap on the '3 dots' menu in the browser, then select Settings -> (Advanced Section) - > Site Settings -> Location. There you can then find the listing for your FI's custom Wave2.io locator URL and enable locations permissions.

iOS + Chrome Browser:  
In iOS devices - Launch the Phone Settings app on your device, scroll to Chrome, and choose to open the Chrome Settings. Select the Location tab from the Chrome settings, and select "Ask Next Time" as your preferred choice. This will bring back the permissions dialog when you access the locator geolocation buttons again.

Computer + Microsoft Edge Browser:  
In a desktop/laptop/computer setting on Edge - Click on the 3 horizontal dots icon for the menu, and select the Settings options menu. Select the Cookies and Site Permissions tab from the left menu bar, and scroll to the All Permissions section, and then click on the Location menu. Be sure to turn ON the toggle switch for Ask Before Accessing (Recommended) option.

Android + Microsoft Edge Browser:  
In an Android device, on Edge - Click on the 3 horizontal dots icon for the menu, and select the Settings options menu. Tap on the Privacy and Security section followed by Site Permissions. Select the Location menu from the list, and enable the Location toggle switch.

4) When I click the geolocation / GPS / 'find me' search buttons, the map just stays right where it is and searches without going to my location first. What is going on? How can I search using GPS?
Most likely you have unintentionally denied geolocation permissions to the Wave2 Locator at some point in the past, and your browser is remembering that permission and is denying the locator access to your location information.  The symptoms are usually that your locator will go to the "default" location showing the main headquarters of the financial institution, OR that the locator will stay right where it is, performing a search in the center of the current map view.  



If this is the case, you will need to reset your geolocation permissions for the locator, following the instructions in question 3 above.

5) How can I filter search results so that I only see certain types of locations?
In the "Search Panel" underneath the search input box, you'll see a "Search Options" section.  Sometimes this is closed and sometimes it is already opened.  If it is closed, click or tap on it to expand and view the search options or filters that are available to you.  Typical search options include Branches, ATMs, Surcharge-Free ATMs, ITMs, Deposit-Taking ATMs, Shared Branches, Drive Up Lanes, and more... depending on the configuration of the locator.


Checking and unchecking those options will turn the different search filters on and off, and will update the search results right away.  Please note that these search options use "OR" logic, meaning they will show all the results from each of the search options checked.

6) How can I get driving directions? 
In both the "Location Details" Panel and in the location information pop up panels that appear on the map when you select a location, there will be a directions button. If you click on that, it will take you to a navigation app on your mobile device, or a driving directions page in your desktop browser, with your current location as the starting point and the branch or ATM you selected as the destination.


7) How can I find hours for branches, drive ups, ATMs, and other facilities? 
As long as there is hours information available for the location in question, it will be prominently shown In both the "Location Details" Panel and in the location information pop up panels that appear on the map when you select a location, there will be an hours button. If you click on that, it will open an information panel with tabs for all the different features and hours.


In addition to the weekly hours, there will also be a message showing if the feature is currently open or not, and what time it closes.

8) What is the privacy policy on this locator? Are you tracking my location? Does it honor CCPA?   
The locator only uses your location information if you give it permission to do so. It does not continue to track your location; it only gets your GPS location data when you request it so that it can search nearby your current location.  The Privacy Policy can be found here: https://wave2locator.com/privacy/  It does honor CCPA, which is also covered in the Privacy Policy.

9) I found an ATM that I think is showing in the wrong place on the map, or one which has outdated information - what should I do?   
The location data shown in the locator is updated frequently, directly from your financial institution and the ATM networks themselves.  Information that is incorrect needs to be reported by the participating financial institution to their reps at the ATM Network in question so they can update their data. Map placement errors can be corrected by Wave2 when you (the financial institution) report them to support@wave2.io 

10) I made a withdrawal at ATM that is showing in the locator as surcharge-free; however, I still got charged a surcharge. What happened?   
Wave2 updates surcharge-free ATM network location data very frequently, but on rare occasion there are problems with the network data, the individual ATM, or the relationship between the financial institution and the ATM network.  Most often it is one of two things: 1) the network is still showing out-of-date information after an ATM has been dropped from the network, or 2) the network has not correctly added the BIN data for your financial institution to be sure that you are not surcharged at that particular ATM. In both cases, this needs to be corrected by the financial institution and the ATM network, and the locator will pick up the updated location data very quickly.

More questions? Please email us at support@wave2.io