FAQs

Getting Started

What is an Online Filing Cabinet?
DocLocker is your very own online filing cabinet. It behaves just like your standard filing cabinet, containing folders to store and manage your documents and files. Unlike a standard filing cabinet that is stored in one location, your online filing cabinet allows you to store and access your files anytime, from any location.

What do I need to use DocLocker?
To use your DocLocker you will need:

A laptop or PC
To be connected to the Internet
Your username and password
Your DocKey™ PIN Number from your DocKey™
Yourself to login through any Internet Browser.

Do I need to install anything on my laptop or PC?
There’s no software or hardware to download and install on your laptop or PC. Your DocLocker is a complete online solution, with everything you need in one secure central location.

Do I need my IT guy to set up my DocLocker?
DocLocker is a simple, easy to use system that allows you to create your online filing cabinet without the need or hassle of scheduling valuable time with the IT guy.

Is DocLocker easy to use?
We’ve followed best practice standards to give you a familiar and simple application that’s easy to use, saving you valuable time and money.

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Connection Issues

Can I use DocLocker without an Internet connection?
DocLocker is a complete online solution, without an Internet connection you will not be able to access your DocLocker.

Can I use any type of Internet Browser to access DocLocker?
As long as you are connected to the Internet, you can use any type of Internet Browser to access DocLocker. For example, you might choose to access your DocLocker via Internet Explorer, Mozilla FireFox or even Safari.

I can't login to my DocLocker?
There could be any number of reasons for this:

Are you connected to the Internet?
If you are not a DocLocker user, have you received login information from someone wanting to share with you?
Are you trying to login to your DocLocker using an email address as your username?
Are you typing correctly? (check for typing errors, username and password case sensitive)
Is your account inactive?
Are you behind schedule on your payments?

If you have checked all the above points and still cannot login to DocLocker, please contact our support team to assist you.

I lost my password?
Open the DocLocker login page and select ‘Forgotten Your Password?’ Here you will be prompted to enter your Username and Account PIN, and answer 1 of your 3 Security Questions you initially entered when your account was created. If you have lost your username we will need to know more information about you before we can recover it. Please contact us to verify your identity. After verified we will provide you with temporary login details, which you will need to change after your successful login attempt.

I lost my DocKey™ ?
Open the DocLocker login page and select ‘Lost Your DocKey™?’ Follow the prompts on screen. Alternatively you can email us through the website, or call 1800 DOC LOC to cancel your lost DocKey™. Your lost DocKey™ will be cancelled and your new DocKey™ sent to your mailing address.

Can I use DocLocker on a Mac?
You can use DocLocker on any laptop or computer, whether they be Windows or Macintosh systems. Any Internet Browser can be used to access DocLocker. You might choose to access DocLocker via an Internet Explorer 7 Browser on your PC, or via a Mozilla FireFox Browser on your Mac.

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General Use

Can I use DocLocker on different PC's or laptops?
Yes you can use DocLocker on any PC or laptop you choose to use. This could be a Windows or Mac machine, at any location you choose throughout the world. Not sure about using someone else’s computer? Read our security tips to ensure your safety.

How do I share files in my DocLocker with trusted people?
As a DocLocker user you can easily share files with your trusted people. To share a document or folder, simply view a document or folder properties, and select which of your users you wish to share the item with. Alternatively you can manager users Share access through the ‘Manage Locker’ function in DocLocker.

What happens if I try to use more space than I have available?
You will still be able to use your DocLocker, but will be unable to add documents or folders as this requires more workspace than is available in your Online Filing Cabinet. If you try to store more files than your DocLocker has capacity for you, then you will be warned and DocLocker will not allow you to upload the files. It’s easy to upgrade your storage space requirements in the Admin section of your DocLocker.

Can I send email from inside my DocLocker?
Emailing confidential documents instantly puts your information at risk, jeopardising the security and integrity of your informaiton. With DocLocker you can reduce risk and improve productivity by providing easy access to one secure location for authorised users to view critical information.Would you like to see an email function in the next released version of DocLocker? Email us with your thoughts.

What type of information can I store in my DocLocker?
You can store any type of document or file in your DocLocker .This could be legal documents, financial documents, personal documents, project plans, engineering drawings, picture images, movie files, dictation audio files, and many more.

How do I get my documents or files into my DocLocker?
Getting files into your DocLocker is simple. We follow Microsoft Best Practice Standards to provide you with a familiar user experience. You can add files to your DocLocker just as you would attaching a file to an email, or opening/saving a file to ‘My Documents’ on your PC. For a complete tutorial visit the help guide inside your DocLocker.

Can I move folders or documents like I would in a normal filing cabinet?
Yes you can organise your files just as you would in a normal filing cabinet or even in ‘My Documents’ on your computer. Files and folders can be moved easily by you at anytime.

Is it easy to retreive information from my Online Filing Cabinet?
Opening and viewing your information in your online filing cabinet is simple. Think of the process as going to your normal filing cabinet and retrieving the information you need. Unlike your normal filing cabinet, you can access your files from any location, anywhere in the world.

What is storage space and how much do I need?
Storage space is essentially how big your DocLocker is. The bigger your storage space needs, the bigger the DocLocker you need.

How is DocLocker good for the environment?
By using DocLocker you are helping reduce your footprint on the global environment. Did you know that one filing cabinet holds over 10,000 pages? That’s the equivalent of over three whole trees! Think how many trees you could save with a room of filing cabinets? Learn more about DocLocker and the environment.

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DocKey™ Security

What is a DocKey™ and why do I need one?
A DocKey™ is a secure electronic ‘key’ that provides you with an additional layer of security, putting you at ease and in control of your critical information. It works by generating a constantly-changing Security PIN Number that is uniquely identified to your username and password, protecting your DocLocker. Through successfully passing the 2 Factor Authentication, your DocKey™ allows you to ‘open’ your online filing cabinet whether you are at home, in the office or abroad. DocLocker uses DocKeys™ to help protect you from unauthorised access to your information. Without it, you cannot access your DocLocker or your documents and files.

How does my DocKey™ PIN Number work?
Your DocKey™ generates a constantly-changing, one-time only six-digit DocKey™ PIN Number, valid for 30 seconds. Each DocKey™ holds a unique algorithm that is identified to a unique DocLocker user. As each DocLocker user is different, so is each DocKey™ and associated algorithms containing your DocKey™ PIN Numbers. On the back of your DocKey™ you will find a DocKey™ ID. Your DocKey™ ID holds no real security value – it is a means of identifying to DocLocker which DocKey™ a customer has. The DocKey™ ID cannot be used to access your account. Your DocKey™ is unique to your username and password.

What is my DocKey™ PIN Number?
Your DocKey™ PIN Number is a one-time six-digit password generated by your DocKey™ by pressing the grey button on the front of the DocKey™. This security PIN Number is required to access your DocLocker, without it you cannot gain entry into your secure online filing cabinet.

What is my DocKey™ ID?
Your DocKey™ ID is a unique 12-digit number used to identify your individual DocKey™. You will find this ID on the back of your DocKey™, in the format of XXYYYYYYYYYY, where X is a letter and Y is a number e.g. DP0439403992. This unique ID also helps you identify which DocKey™ is associated with which user, should you require multiple users or DocLockers.

What happens if I enter the wrong DocKey™ PIN Number?
Your DocLocker account will be temporarily locked if you enter an incorrect DocKey™ PIN Number 3 times. This is to protect your information and ensure your files are safe. You must contact DocLocker support to unlock your DocLocker.

What if the DocKey™ PIN Number is not accepted?
Try generating a new DocKey™ PIN Number by pressing the grey button found on the front of your DocKey™ to turn off the LCD display screen, and press the grey button again to turn it back on. A new PIN Number will be displayed on the LCD display screen. If the PIN Number is not accepted after 3 attempts, please contact DocLocker support.

Will you charge me to use my DocKey™ ?
DocLocker will not charge you to use your DocKey™. Depending on which DocLocker plan you choose, you will receive a number of DocKeys™ free of charge. Any additional DocKeys™ required can be from within your DocLocker.

How do I order a replacement DocKey™ ?
Contact DocLocker support to order a replacement DocKey™. This will be sent to your mailing address. The existing DocKey™ will be cancelled when you advise us that your DocKey™ has been lost, broken or stolen.

How long does it take to receive my DocKey™ ?
For Australian customers the expected delivery time is 5 working days from the order receipt. For our overseas customers this could approximately 10 working days from the order receipt, depending on your local post schedule.

Do I need to return a damaged DocKey™ when I receive a replacement?
Yes you should return any damaged DocKeys™ to DocLocker head office. This allows us to diagnose faults or identify common issues.

Can I have more than one DocKey™ for my Online Filing Cabinet?
To maintain your high level of protection, only one DocKey™ can be linked to each DocLocker owner. As the owner of the DocLocker you can share your information with your trusted users, who in turn will have their own unique DocKey™. Your DocKey™ is unique, and has a specific code that helps prevent copying, alteration or tampering.

How secure should I keep my DocKey™ ?
You should always keep your DocKey™ close to you, in a safe secure place where it is unlikely to be lost or taken by others, and to provide you with convenient access to your online filing cabinet. DocLocker recommends you use your DocKey™ as a key ring, attached with your valued keys such as your house, office or car keys. This way you will always have it with you and know where it is.

Keep your DocKey™ dry and safe from large temperature fluctuations. Do not submerge your DocKey™ in water, step on or drop your DocKey™ from large heights or attempt to open your DocKey™. Your DocKey™ has several tamper proof features. Opening it, removing the battery or circuit board, etc will cause it to malfunction.

How is the DocKey™ powered and how long does the battery last?
Your DocKey™ runs on a high powered battery that provides between 3 and 5 years lifespan, dependant on the level of use. A low battery indication of “BATT” will appear on the LCD display screen when the battery power level is low. Should your DocKey™ display this message, contact DocLocker support to order a replacement.

Do I have to replace the DocKey™ battery?
No, your DocKey™ will provide you with a warning message that the battery power is running low. Do not attempt to open your DocKey™ or replace the battery, doing so will cause your DocKey™ to malfunction. Please contact DocLocker support to order a replacement DocKey™.

What do I do if my DocKey™ is displaying BATT?
If the warning message ‘BATT’ is displayed on your DocKey's™ LCD display screen, it means your battery power is running low and you should replace your DocKey™ immediately. Please contact DocLocker Support to order a replacement DocKey™.

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General Security and Privacy

How does DocLocker protect and secure my information?
DocLocker integrates 4 crucial security elements to provide you with the only truly viable option for secure, online, cost-effective document storage and sharing:

Full Circle Encryption – complete encryption of all data more than TWICE the level of standard banking encryption
Two-Factor Authentication – login with username and password, as well as your DocKey™
Secure Hosting – guaranteed 99.9% service availability. Data hosted on our redundant servers in 2 geographically separate locations within our DocLocker Data Centre buildings
Privacy and Sharing Control – complete control over your information and who can access it

What is 2 Factor Authentication?
2 Factor Authentication works simply by using Something You Know and Something You Have, providing you with high level security and privacy. Your DocLocker is protected by 2 Factor Authentication login:

Something You Know – your user name and password
Something You Have – your DocKey™

What is my role in security?
Your role in security is not only when you’re using DocLocker, but when using the Internet in general. You should follow the tips below to ensure you overall protection:

Ensure your laptop or computer is protected with the latest anti-virus and firewall protection software, downloading regular updates for the most current protection
Keep your DocKey™ close to you and do not give your DocKey™ to any person
Choose a password that is memorable to you, but not easy to guess by someone else. Passwords that contain letters and numbers, as well as in lower and upper case are harder to guess and more secure. Never use a complete word that can be found in the dictionary
Choose a unique password that you do no use for other services. Your password should be unique to DocLocker services
Regularly change your DocLocker password at least every 3 months. DocLocker recommends you change your password every 6 weeks
Never disclose your DocLocker password to anyone, not matter how well you may know them
You should never write down your DocLocker password. If you feel you need to write it down, never write your DocLocker password with your DocLocker username. Do not write your password in a recognisable format and never leave your login details with your DocKey™
Disable functionality on your computer or Internet Browsers that remembers your login details. The help function on either of these options will show you how to disable this.

What is encryption and why is it important to me?
Encryption converts data into an encoded form before it’s sent over the Internet. This helps prevent unauthorised users from reading your information. At DocLocker we use SSL Encryption more than twice the banking industry standard level, giving you peace of mind knowing your documents and files are safe.

How can I check if encryption is being used?
Look for ‘https://’ in your web browser address bar and/or a locked ‘padlock’ symbol at the bottom or top right corner of your web browser, to know you’re in a secure encrypted environment. You’re web browser address bar may also appear yellow or green, as another way to show you’re in a secure environment.

I trust my employess/colleagues, why do I need DocLocker?
Did you know that over 70% of ID, IP and information threats are internal? You can never be too careful with your valued information. DocLocker gives you complete control to choose who will see your information and what information they will see. We put you in control of ‘your life.’

What do I do if someone has my login details?
Contact DocLocker support immediately if you believe someone has your login details. We will reissue you with temporary login details to enable you to login and choose your new unique login. If someone has possession of both your DocKey™ and your login details we will SUSPEND your DocLocker immediately to ensure your security and protection.

What is a session time-out?
This is when you are automatically disconnected from a secure session after an inactive period of time, logging you out of the system. You may have experienced this with your Internet Banking sessions. DocLocker uses an inactive period of 20 minutes. If you receive a session time-out, you will need to login to your DocLocker again.

How do I know no one can see my information?
Your information sits encrypted on our remote redundant servers, which are also encrypted. Your information always travels encrypted, whether it you’re adding documents to your DocLocker, or retrieving them for your view. You control your privacy with the management of your users. Only you hold the DocKey™ to your DocLocker. Please contact DocLocker support immediately if you believe someone has access to your information or you’ve lost your DocKey™.

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