We monitor transactions that appear on your card for potential fraud. When we identify a transaction that may be fraudulent, we may block that transaction and further use of your card until we receive confirmation from you that the requested transaction was legitimate. Mobile Fraud Alerts establishes faster communication between you and us so that we may un-block your card more quickly.
The Bank does not charge for this service; however, standard text and data rates assessed by your mobile carrier may apply.
No. You may only be enrolled in one program at a time.
T-Mobile® , Verizon Wireless® , AT&T® , Sprint® , Boost® Mobile, Cricket® Wireless, Virgin Mobile USA, ALLTEL® Communications Inc., Interop – Appalachian Wireless, US Cellular® , Cincinnati Bell (SM).
This list is current upon publication and subject to change without notice.
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. you will not receive a texting until 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 a day by calling 1.888.758.5349.
The hours we will contact you are 9am to 8pm. This timeframe is based on the time zone of your mobile device area code. If a charge that we suspect may be fraudulent occurs outside of that timeframe, we will not send you a text and try to call you until within the timeframe.
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.
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.
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 legitimate charges flagged as potentially fraudulent. In some cases, your card may be blocked from further transactions until we are able to make contact with you.
No. Commands can be sent in upper or lowercase text.
No. You can only link one mobile number per card.
In order to receive alerts to your new mobile number, you will need to re-enroll your card(s) using your new phone number. Your old number will no longer be enrolled when you complete this step.
We will never ask you to text us personal information, such as an account number, birth date, social security number, mother’s maiden name or address. If you ever receive a text messaging asking for these types of information, please do not respond and contact us at 1.800.509.0806.
Send a text that says “STOP” to 89806 or reply “STOP” to any Fraud Alert message 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.
No. Mobile Fraud Alerts does not replace Card Alerts. Card Alerts allows you to monitor your card transactions based on your selection criteria. Mobile Fraud Alerts will notify you when there may be suspicious activity on your account as flagged by our Fraud Detection System.
When the bank suspects fraudulent activity, your account will be suspended until we confirm the activity is valid and authorized by you. Mobile Fraud alerts are a two-way** text communication system that provides a quicker notification and potential response than phone calls.
Card Alerts are 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.
A one-way text is for notification purposes and cannot handle any incoming responses.
A two-way text allows for the consumer to respond to the inquiry.
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. The text message you receive may ask about more than one transaction.
Our alert notification system is set up to send you a text that includes the three (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 three (3) transactions are suspicious, please reply accordingly to the message.
Some merchants will pre-authorize transactions before the purchase is actually made. This is very common with the 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 transaction amount. This pre-authorization amount will not be posted to your account.
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 potentially fraudulent activity.
There is a two-step process to enroll in Mobile Fraud Alerts. First, you go to the website and submit all requested information and accept the Terms and Conditions. Then, a text is sent to the mobile number you submitted during enrollment. You must respond “YES” to that text to complete the 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 is stopped.