Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial call/text/email to validate activity.
Frequently Asked Questions (FAQ)
Choose your FAQ category through the drop-down menu below.
Transactions that we have identified as potential fraud, including transactions outside your normal activity, trigger the alerts. It's important that you respond to these alerts to avoid unnecessary account disruption.
Simply respond back to the SMS text alert with the word STOP. Remember: U.S. consumers who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates for our fraud alerts.
We are unable to send text or phone calls internationally, but please make sure your email address is current, as we can still email you.
If we have a mobile phone number on file for you, we'll send a text alert first. If we do not receive a response, our system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.
We have already included you in these enhanced services as part of our fraud protection services. However, in order to receive Text Fraud Alerts, we must have a mobile number on file for you. If we don't have a mobile number on file, we'll try calling or emailing you instead. To update your contact information and ensure your correct mobile number is on file, contact Customer Service at 1.800.205.3464 or Treasury Solutions at 1.866.833.0050.
Yes, though please keep in mind that it could take 5 – 10 minutes for a block to be removed in some situations.
Emails will be sent 24 hours a day. Texts will be sent from 7 a.m. to 10 p.m. in your local time zone. Calls will be sent from 8 a.m. to 9 p.m. in your local time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above.
No, both consumer and business cardholders will receive Fraud Alerts.
Possibly. The majority of suspected fraud accounts will be blocked, however, some lower risk items may not be declined.
