Mobile Card Alert Service and Card Alerts
Frequently Asked Questions
The Bank does not charge for this service. However, standard text message and data rates assessed by your mobile carrier may apply. Please check with your mobile carrier to ensure that you have 'text messaging' on your monthly mobile phone plan.
- Click "Enroll Now"
- Enter the requested information and agree to the Card Fraud Alert Service Terms and Conditions
- Click Submit
Your mobile phone may be blocked from receiving third-party text messages. Contact your carrier to see if this applies to you and ask them to remove the block from your phone.
Typically, alerts arrive within a few minutes, but timing may vary based on your mobile provider, and accessibility to your mobile network. If a charge occurs before 9 a.m. or after 8 p.m. (our normal calling window,) you will not receive the text until it is within that timeframe. In some cases your card may be blocked from further transactions until we are able to contact you. You can reach us 24 hours if you have concerns or problems with your card at 1-888-758-5349.
T-Mobile®, Verizon Wireless®, AT&T®, Sprint®, Boost® Mobile, Cricket® Wireless, Virgin Mobile USA, ALLTEL®Communications Inc, Interop - Appalachian Wireless, US Cellular®, Cincinnati BellSM. (This list is current upon publication but subject to change without notice.)
The hours we will contact you are 9 a.m. to 8 p.m. This timeframe is based on the time zone of your mobile device area code. If a charge that we suspect may be fraud occurs outside of that timeframe, we will not send you a text and try to call you until that timeframe.
Text messaging is required for this service. If your mobile phone is able to send and receive text messages, but you do not currently subscribe to a text messaging service, you will need to contact your mobile phone provider to add the text messaging feature to your mobile phone plan.
Card Alerts[cite::1217::cite] is a one-way* text communication that sends you notifications based on alert settings you want to receive (for example, the option to be notified when a transaction exceeds a specific value). Mobile Fraud Alert Service[cite::1116::cite] is a two-way** text communication generated by our internal Fraud Detection System based on what the bank may deem as a suspicious transaction. The Mobile Fraud Alert Service will allow you to respond to the alert, which will communicate with our Fraud Detection System. Responding to the alert saves you the time from having to contact the Customer Service Center for legitimate activity.
Messages can only be sent via U.S. carriers and will only be receivable in the U.S. If a transaction is flagged as suspicious we will send a text but it may not be received while you are outside of the U.S. Some messages on U.S. carriers may be received while traveling; however it will depend on that carrier's coverage area. It is always a good practice to inform us of your travel plans by calling 1-888-758-5349 prior to traveling outside of the U.S. Doing so will help avoid having legitimate charges flagged as potentially fraudulent. In some cases your card may be blocked from further transactions until we are able to contact you.
In order to receive alerts to your new number, you will need to re-enroll your card(s) in fraud alerts using your new phone number. Your old number will no longer be enrolled when you do this.
No. Commands can be sent as upper-case, lower-case or a mixture of both.
We will never ask you to text us your account number, personal identification such as your birth date or social security number, or other personal information such as your mother’s maiden name or address. If you ever receive a text message asking for your account numbers or other personal information, please do not respond and contact us at 1-800-509-0806.
No, Mobile Fraud Alert Service does not replace Card Alerts. Card Alerts allows you to select specific alerts and specify the settings for the alerts you want to receive (for example, the option to be notified when a transaction exceeds a specific value). Mobile Fraud Alert Service notify you when there may be suspicious activity on your account as flagged by our Fraud Detection System.
Text messages are unique in that some mobile phone carriers can only hold 160 characters per text. Some commands require multiple messages to return all of the necessary information. In some cases, you may receive these alerts out of order. Please be sure to wait and review all messages before responding.
When the bank suspects fraudulent activity, your account will be suspended until we confirm the activity is valid and authorized by you. Mobile Fraud Alert Service is a two-way** text communication system that provides a quicker notification and potential response than phone calls.
Card Alerts are messages (SMS or email) sent to cardholders to help manage and track Visa-processed transactions. They provide notification of signature-based (not PIN) transaction activity based on customized alert settings you want to receive (for example, the option to be notified when a transaction exceeds a specific value). You are not able to respond to the bank via a text message on a Card Alert.
No. Only one mobile phone number can be linked to a single card number.
Send a text that says STOP to 89806 or reply STOP to any Fraud Alert message that you receive. This will cancel any further alerts for the card number associated with the text you received. You will receive an opt-out confirmation.
If you confirm that your card has had a fraudulent transaction, the card will be closed and a new card ordered. When you receive your new card, you will need to re-register your mobile phone number with the newly issued account number to continue receiving text messages about potential fraudulent activity.
If your phone is no longer in your possession please enroll your new phone number or request to be removed from the request that we do not contact you by text until you have a new phone number. If we are unable to contact you regarding a fraud alert by text message, or we do not receive a response we will try calling you.
Our alert notification system is setup to send you a text that includes the 3 most recent transactions on your account that have yet to post. The most recent transaction that was pending, prior to your enrollment prompted the fraud alert message to be sent. If any of the 3 transactions are suspicious, please reply accordingly to the message.
When the bank suspects fraudulent activity, your account will be suspended until we confirm the activity is valid and authorized by you. Mobile Fraud Alert Service is a two-way** text communication system that provides a quicker notification and potential response than phone calls. Purchase Alerts is a one-way * text communication that sends you notifications based on criteria you selected (e.g. international transactions, online transactions or transactions above ‘x’ dollars, etc.). You are not able to respond to the bank via a text message on a Card Alert.
Yes, if we do not receive a reply text back from you within 30 minutes, we will call you at the phone number we have on file during our customer service hours of 9 a.m. - 8 p.m., based on the time zone of your mobile device area code.
Our fraud alert service encompasses multiple strategies driven by current fraud trends. We look at many variables when determining that a transaction is suspicious and potentially fraudulent (for example, the number, dollar amount and rate of transactions, merchant type and location). We also monitor prior account usage patterns, for example a transaction that is presented from a geographical location not consistent with your other account transactions.
In some cases, the characteristics of multiple transactions may raise suspicion. So, the text message you receive may ask about more than one transaction.
There is a two-step process to enroll a customer in Mobile Fraud Alert Service. First you go to the website and fill out all the requested information and accept the Terms and Conditions. Then a text is sent to the mobile number you enrolled. You must respond “YES” to that text to complete enrollment. If you do not respond to the first text after 24 hours, a second text is sent. After 24 hours, if there is still not a response the enrollment process is stopped.
Some merchants pre-authorize transactions before the purchase is actually made. This is very common with pay-at-the-pump gas transactions and restaurants. In these instances, your mobile fraud alert text message is showing the pre-authorization amount designated by the merchant instead of the actual transactions amount. This pre-authorization amount will not be posted to your account.