Stay informed and secure with fraud alerts
In the event of potential fraudulent activity on you debit card, text message, email and phone call notification keep you informed and secure.
Our fraud monitoring service allows you to receive information about potential fraudulent activity on your debit card faster than ever before by utilizing free SMS text messages and email alerts, in addition to traditional phone calls.
Should fraudulent activity be suspected, our fraud department attempts to contact you first by text message, and if a response is not received, the system will progress to issuing a phone call, followed by an email, until you either confirm or reject the suspicious transaction.
Fraud monitoring FAQ
Q: How do I enroll in text message fraud alerts?
A: All Fidelity Bank debit cardholders are auto-enrolled in the service. Cardholders can elect to stop receiving SMS text alerts by texting STOP to a fraud alert SMS text.
Q: Can I opt-out of text message fraud alerts?
A: You can opt-out of SMS text alerts by texting STOP to a fraud alert SMS text.
Q: What triggers the text?
A: If our fraud department identifies a potential threat, the card in question will be temporarily suspended. That suspension initiates our messaging service to notify you.
Q: How do I know what caused the alert?
A: You will receive brief transaction details either by text, email or phone call and can respond to the communication in order to authorize or reject the transactions.
Q: Is fraud alert messaging 24 hours/day or only during certain hours?
A: E-mails are sent 24/7. Text message are sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls are 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 are triggered the following morning at the applicable time noted above. Customer service representatives are available 24/7 at 800-369-4887.
Q: Are text message alerts available to customers residing in Canada?
A: Currently, international phone numbers are not compatible with this fraud alert service. Canadian phone numbers can be called because 011 is not needed to place a call. However, text messages to Canadian phone numbers will not work. E-mail can be utilized for these cardholders.
Q: Can fraud alerts be sent to customers who reside in the U.S. and have U.S. phone numbers but are travelling internationally?
A: We are unable to send text or phone calls internationally, but please make sure your e-mail address is current because we can e-mail you 24/7.
Q: Do I have the option to select what transactions will trigger a notification?
A: No, all fraud alert communications are triggered based upon fraud risk rather than customer specification.
Q: When I respond, will the card immediately be unblocked for continued use?
A: Yes, but please keep in mind that in some situations it could take 5 -10 minutes for a block to be removed.
Q: Who generates the text messages, phone calls and e-mails?
A: Our Fidelity Bank fraud department generates all messaging services.
Q: If an e-mail and or text message bounces back, is the Bank notified?
A: No, bounced back alerts are not recorded and are not acted upon. It is crucial that you update your contact information as it changes to ensure timely communication.
Q: How quickly does a validated transaction allow me to re-attempt?
A: Once you authorize the charge, you can attempt the transaction again usually within 5-10 minutes of the initial call, text or e-mail to validate activity.
Q: What if the “yes” or “no” text response has a typo?
A: The system accepts 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.
Q: Is there a difference for consumers and businesses cardholders?
Q: How do the voice calls work?
A: The voice calls are automated and ask you to press different keys to either confirm the authorizations are valid or unrecognized. If you push unrecognized, the call is transferred to a representative to confirm the alert is fraudulent.
If a mobile phone is on record, a text alert is triggered first. All numbers on record that are identified as a mobile phone are utilized. Our fraud alert technology can determine if a phone number is a mobile phone or land line, so it is not required for a phone number to be recorded in our database as a mobile number. If there is no response to the text(s), then an automated voice call is generated to you with the applicable prompts. If there is no response to text or voice call, then an e-mail is sent requesting that you confirm the transactions are valid.
Q: How do I sign up for alerts? Is there a website? Can I sign up for both SMS and e-mail alerts?
A: All Fidelity debit cardholders are automatically enrolled in the fraud alert service. If a mobile number is on record, a text message will be initiated first. If no response is received, an automated voice call will be generated, and if there is no response to the call, an email will be generated.
Q: How are the transaction alerts chosen? By dollar amount? By type of purchase?
A: Alerts are triggered by transactions that are suspected fraud. The dollar amount and type of purchase are not sole factors. Since fraud monitoring is based upon risk, cardholders cannot customize alert settings.
For your security
Please do not provide personal or account information in text message or email communications. If you are uncertain if a communication is authentic, please call the phone number listed on the back of your Fidelity Bank card.
Should you have additional questions or need assistance, please contact customer service at 1.800.658.1637.