Mobile Fraud Alert Service FAQ
How much does it cost to use Mobile Card Fraud Alert Service?
Zions Bank doesn’t charge for the Mobile Card Fraud Alert Service. However, standard text message and data rates from your mobile phone carrier may apply. Please check with your mobile carrier to ensure that you have text messaging with your monthly mobile phone plan.
How do I register for Mobile Fraud Alerts?
- Go to the online registration page anytime.
- Enter the requested information.
- Agree to the Card Fraud Alert Service Terms and Conditions.
- Select Submit.
- Respond with "Y" to the text message sent to your mobile phone to complete registration.
Which carriers currently participate in this service?
T-Mobile®, Verizon Wireless®, AT&T®, Sprint®, Boost® Mobile, Cricket® Wireless, Virgin Mobile USA, ALLTEL® Communications Inc., Interop - Appalachian Wireless, US Cellular® and Cincinnati BellSM all currently participate. (This list is current upon publication, but subject to change without notice.)
How long should it take to receive a text message (SMS) alert?
Typically, alerts arrive in a few minutes, but timing may vary based on your mobile provider and accessibility to mobile network. If a charge occurs before 9 a.m., you won’t receive a text until after 9 a.m. on that day. If a charge occurs after 8 p.m., you won’t receive a text until after 9 a.m. the following day. In some cases, your card may be blocked from being used for further transactions until you can be contacted. You can reach us 24 hours a day at 888-758-5349 if you have concerns or problems with your card.
Why was my card blocked when I didn’t receive an alert?
The hours during which you’ll receive a text are 9 a.m. to 8 p.m. You will not receive a text between or be contacted between 8 p.m. and 9 a.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 the 9 a.m. to 8 p.m. timeframe, we won’t send you a text or try to call you until after 9 a.m. the following day.
I enrolled in the service online. Why didn't I receive a text message to complete my registration?
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.
What if I don't have text messaging?
Text messaging is required for this service. If your mobile phone can send and receive text messages, but you don’t currently subscribe to text messaging, you’ll want to contact your mobile phone carrier to have text messaging added to your mobile phone plan.
If I am traveling outside of the US, can I receive text message alerts?
Messages can only be sent by U.S. carriers and will only be received within the U.S. If a transaction is flagged as suspicious, you’ll be sent a text message, but you may not receive it if you’re outside of the U.S. Some messages on U.S. carriers may be received while traveling; however receipt depends on your carrier's coverage area.
It’s always a good practice to inform us of your travel plans by calling 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 you can be contacted.
Are the text commands case-sensitive?
No. Commands can be sent as uppercase, lowercase or a mixture of both.
Can I add multiple phone numbers?
No. Only one mobile phone number can be associated with each card number. However, you can associate the same phone number with more than one credit card number.
If my mobile phone number changes, what do I do?
In order to receive alerts on your new number, you need to reregister your card(s) using your new phone number. Your old number will be unenrolled when you do this.
Why do I receive multiple messages with Pg1/2, Pg2/2?
Some mobile phones can only display 160 characters per text. Longer texts require multiple messages to send the complete content of a message to these phones.
In some cases, you may receive these alerts out of order. Please be sure to wait and review all messages before responding.
Do I have to text personal information?
You will never be asked to text 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 to us by text. If you receive a text message asking for your account numbers or other personal information, do not respond and contact Customer Service at 800-509-0806.
How do I unsubscribe?
Send a text that says “STOP” to 89806 or reply “STOP” to any Fraud Alert message. This will cancel any further alerts for the card number associated with the phone number where you received the text. You’ll also receive an opt-out confirmation.
Does Mobile Card Fraud Alert Service replace Visa® Purchase Alerts?
No. Mobile Card Fraud Alert doesn’t replace Visa Purchase Alerts. Visa Purchase Alerts let you monitor your card transactions based on your selection criteria. Mobile Card Fraud Alert Service notifies you when there might be suspicious activity on your account as flagged by our Fraud Detection System.
How are Mobile Fraud Alerts different from Purchase Alerts?
Visa Purchase Alerts are a one-way1 text communication that sends you notifications based on criteria that you select (i.e., international transactions, online transactions, transactions above “x” dollars, etc.). They are available only with Visa credit and debit cards.
Mobile fraud alerts are a two-way2 text communication generated by our internal Fraud Detection System based on what the bank sees as a possible suspicious transaction. The Mobile Card Fraud Alert lets you reply to the alert with a text message, which communicates with our Fraud Detection System, saving you the time of having to contact Customer Service about legitimate activity. Mobile fraud alerts are available with both Visa credit and debit cards and MasterCard® credit cards.
Do I need Mobile Card Fraud Alert Service if I already have Visa® Purchase Alerts?
Mobile Card Fraud Alert Service can give you a higher level of possible fraud prevention and faster time-to-resolution. With Fraud Alerts, when the bank suspects fraudulent activity, your account is suspended until we confirm the activity is valid and authorized by you. This can be done quickly using Mobile Card Fraud Alert, which as a two-way2 text communication system sends you a text message that you can quickly respond to in order to verify a purchase as legitimate or fraudulent. It can give you faster notification and potential response time than with a phone call.
Purchase Alerts are a one-way1> text communication that sends you notification by phone or text (based on your choice) on purchase criteria you select (i.e. international transactions, online transactions or transactions above “x” dollars, etc.) You can’t respond to a Purchase Alert using a text message. You have to call the bank.
Mobile Card Fraud Alert Service is an excellent addition to Visa Purchase Alerts and adds any activity the bank may notice in addition to the criteria you select with your Purchase Alerts. Additionally, they are available with both Visa and MasterCard credit cards where Purchase Alerts are available only with Visa cards.
What makes a transaction appear suspicious and generate a Mobile Card Fraud Alert?
Our Fraud Detection System uses 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 other account transactions.
In some cases, the characteristics of multiple transactions may raise suspicion. So, the fraud alert text message you receive may ask about more than one transaction.
Will you continue to call me when a suspicious transaction appears on my account?
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 area code.
Why did I receive an alert for purchases that I made before I enrolled?
The alert notification system is set up 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.
Why was the transaction amount in my alert greater than my actual purchase amount?
Some merchants preauthorize 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 preauthorization amount designated by the merchant instead of the actual transactions amount. This preauthorization amount will not be posted to your account.
What if a suspicious transaction is, in fact, fraud?
If you confirm that one or more transactions are fraudulent, we’ll text you a number to call to validate outstanding charges, prevent further fraud and start the process of getting you a new card. When you receive your new card, you’ll need to reregister your mobile phone number with the new card number in order to continue receiving text messages about potential fraudulent activity on your new card number.
What do I do if my phone is lost or stolen?
If your phone is no longer in your possession, register your new phone number or request to be removed from texting service until you have a new phone number. If we’re unable to contact you regarding a fraud alert by text message, or we don’t receive a response, we will try calling you at home. If we can’t reach you, your account will be closed.
Why wasn’t I enrolled in the service when I went to the web site and filled out the information?
Registration is a two-step process. First, go to the web site, fill out the requested information and accept the Terms and Conditions. A text message is then sent to the mobile number you registered with. You must respond "Y" to that text message to complete registration. If you don’t respond to the first text after 24 hours, a second text is sent. After an additional 24 hours, if there is still no response, the enrollment registration process is stopped.