Alerts and Notifications Admin FAQs

Alerts and Notifications Admin FAQs2024-02-15T13:58:41+00:00
Why we send Alerts and Notifications?2024-02-14T17:50:57+00:00

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.

What happens if I add a card to my cardholder’s mobile phone number?2024-02-14T18:13:25+00:00

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.

If a card is marked for suspicious activity, when will it be blocked?2024-02-14T18:16:52+00:00

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.

If a cardholder confirms fraud on a card, will a new card automatically be ordered?2024-02-14T18:18:18+00:00

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.

What if the cardholder is unable to respond to a suspicious activity or fraud alert?2024-02-14T18:20:57+00:00

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.).

Can I enroll a card that is already compromised?2024-02-14T18:24:33+00:00

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.

Does this program apply to non-physical MasterCard cards (virtual cards, ghost cards)?2024-02-14T19:49:18+00:00

No, this program only applies to the physical Mastercards (Purchasing, T&E, Fleet MasterCard, etc.).

Are text messages sent as iMessages, short message service (SMS), or Multimedia Messaging Service (MMS)?2024-02-14T19:43:57+00:00

All text messages are sent as SMS.

Can cardholders reply to decline notifications?2024-02-14T19:48:45+00:00

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.

Is there a decline notification for every type of card decline?2024-02-14T19:51:16+00:00

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.

My cardholder received a decline notification, but did not use their card. What does this mean?2024-02-14T19:53:33+00:00

Contact us immediately. This may be a case of fraudulent use.

Who should I contact if I have more questions?2024-02-14T19:59:00+00:00

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.

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