Protecting our cardholders’ security is a top priority. By protecting that security, we are helping you and your company avoid the risks of identity theft and fraud, which can cost you money. In addition, we aim to keep you and your cardholders informed on card declines that are not fraud-related.
The cardholder’s mobile number drives the Alerts and Notifications. Therefore, as long as their mobile phone number is active in our systems, they will receive text messages for any of our cards. Cardholders will not receive a new enrollment email for each new card.
If the mobile phone number is inactive when a new card is added, the cardholder will receive an enrollment message and be placed in Pending status until they reply.
Once a card is marked for suspicious activity, all subsequent transactions will be declined. The cardholder can override the declined transactions for up to 10 days. On the tenth day, the card will be permanently blocked with no override ability.
No, you will need to order the replacement card through ICD. Be sure the card is ordered and replaced within 10 days to avoid any issues. Once the card is ordered, all information on the original card will transfer to the new card. Once activity begins on the new card, the old card will be permanently blocked.
Cardholders have one hour to respond to alerts. If the cardholder does not respond within this timeframe, our internal risk system will make a decision (i.e., mark the card as fraud and block it, keep it open, etc.).
Only if you are already participating in the program and know fraud has already been detected on a card should you immediately enroll the cardholder so they can continue their business.
No, this program only applies to the physical Mastercards (Purchasing, T&E, Fleet MasterCard, etc.).
All text messages are sent as SMS.
No, there is no need for cardholders to respond to decline notifications. These messages are intended as notifications only to keep the cardholder informed on reasons for transaction declines.
Currently, cardholders will not receive decline notifications for every type of decline. Based on our research, the current decline notifications are the most common declines cardholders receive. However, additional decline notifications will be added in the future.
If your cardholder’s card is declined for a non-fraudulent reason and they do not receive a decline notification, please contact us.
Contact us immediately. This may be a case of fraudulent use.
For questions about your enrollment, contact your company’s card Administrator. Call the 1-800 number on the back for other questions about using your card.
See Types of Alerts and Notifications for more information.