Q. How do I enroll?
A. We have already included you in these enhanced services as part of our fraud protection services.
Q. What triggers these alerts?
A. Transactions that we have identified as potential fraud trigger the alerts.
Q. If I receive an alert, does that automatically block my account from further purchases?
A. The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.
Q. If I respond back that the transaction(s) are valid, will you automatically unblock my account?
A. Yes, though please keep in mind that it could take up to 5 – 10 minutes for a block to be removed in some situations.
Q. If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again?
A. Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial message sent to validate activity.
Q. What if my “yes” or “no” text response has a typo?
A. 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.
Q. Are Real Time Debit Card Alerts available for both consumer and business cardholders?
Q. In what order will communications occur?
A. The standard order of communication is:
2) Voice Call
Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in your time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the your time zone.
Q. How do the incoming and outgoing voice calls work?
A. 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. FIS has technology to determine if a phone number is a mobile phone or land line. If there is no response to the text(s), then an automated voice call is generated. The automated voice call asks the client to confirm the authorization(s) are valid or unrecognized. If the cardholder pushes not recognized, the call is transferred to an agent to confirm the alert is fraudulent.
Q. Is this service 24 hours, or only in a certain window?
A. In other areas of business, we have calls only going out during certain hours so cardholders aren’t being called before normal waking hours. Emails will be sent 24 hours. Text 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.
Q. How can I stop text messages if I don’t want to receive them any longer?
A. All you need to do is respond back to the SMS text alert with the word STOP. 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!
Q. Can I still receive alerts on my U.S. mobile phone while travelling internationally?
A. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.
Q. I have not provided Sandy Spring Bank with my mobile phone number, but would like to receive text messages. How can I sign up for Real Time Debit Card Text Alerts?
A. Simply call Sandy Spring Bank’s Client Service Center, or visit any branch location, to add your mobile phone number to your accounts. Please make sure to keep your email address and phone numbers up to date so that we may contact you quickly if fraud is suspected on your accounts. Our Client Service Center is available Monday – Friday from 8:00 a.m. to 7:00 p.m., and on Saturday from 8:00 a.m. to 1:00 p.m.