Is this service offered 24 hours a day, or only during a specific timeframe?

In other business areas, we have calls only going out during certain hours, so cardholders aren’t being called after regular waking hours. Emails will be sent 24 hours a day. Texts will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7.

How can I stop text messages if I no longer want to receive them?

Simply respond to the SMS text alert with the word STOP. All 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 absorb that cost for you!

Can the alerts be sent to members traveling internationally?

These members have U.S. numbers but are traveling overseas, possibly on a non-US carrier. We cannot send texts or phone calls internationally, so please ensure your email address is accurate, as we can always email you 24 hours a day, 7 days a week.

How do cardholders enroll?

You are automatically enrolled in these enhanced services as part of our fraud protection services.

What triggers these alerts?

Transactions that we have identified as potential fraud trigger the alerts.

If I receive an alert, does that automatically block my account from further purchases?

Most suspected fraud accounts will be blocked, just as they are today. However, some lower-risk items may not be declined.

If I respond, validating the transaction(s), will you automatically unblock my account?

Yes. However, in some situations, it could take 5-10 minutes for a block to be removed.

If a transaction is declined due to suspected fraud, but I validate the purchase, what happens?

Once the alert is updated in our fraud system, you can attempt the transaction again (usually within 5-10 minutes of the initial validation call/text/email).

What if my “yes” or “no” text response has a typo?

The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.

Is there a difference for consumer and business cardholders?

No

Can I establish preferences through my mobile app?

Fraud Text Alerts are configured through our fraud systems, not the mobile app. The standard order of engagement is:

1. Text
2. Voice Call
3. Email

Alerts that occur overnight will only generate an email until the appropriate texting/calling hours of the cardholder’s time zone. Texting hours are 7:00 a.m. to 10:00 p.m. and calling hours are 8:00 a.m. to 9:00 p.m.

How do incoming and outgoing voice calls work?

Actions are triggered by today’s existing fraud alerts through the Falcon system. A text alert will be triggered first if a mobile phone is on record. All numbers on record that are identified as mobile phones will be utilized. Technology allows the system to determine if a phone number is mobile or a landline. If we do not receive a response to the text(s), the 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.