FAQs Archive - Page 11 of 23 - Comdata Resource Center

Q: How do I know when a new version of the mobile application is available?

You’ll see a message on the Welcome Screen when a new app version is available for download. If the latest version is a minor upgrade, you can decide when and if you want to update your app. Occasionally, we may need to add new security enhancements. When the new version includes security updates, you must update your mobile app to protect your privacy.

Q: Why are the fuel prices missing for some locations?

Sometimes, we do not receive fuel prices from a location, or the prices we do receive are more than 24 hours old. When either event occurs, we will not display fuel prices for that location in the mobile app.

Q: My cardholder received a decline notification, but did not use their card. What does this mean?

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

Q: Can cardholders reply to decline notifications?

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.

Q: Can I enroll a card that is already compromised?

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.

Q: What if the cardholder is unable to respond to a suspicious activity or fraud alert?

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.).

Q: If a cardholder confirms fraud on a card, will a new card automatically be ordered?

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.

How do I know when a new version of the mobile application is available?

You’ll see a message on the Welcome Screen when a [...]

By Kristy Davis|2025-11-18T18:50:51+00:00February 20th, 2024|Fuel Locator FAQ|Comments Off

Why are the fuel prices missing for some locations?

Sometimes, we do not receive fuel prices from a location, [...]

By Kristy Davis|2025-11-18T18:48:26+00:00February 20th, 2024|Fuel Locator FAQ|Comments Off

My cardholder received a decline notification, but did not use their card. What does this mean?

Contact us immediately. This may be a case of fraudulent [...]

By Kristy Davis|2024-02-14T19:53:33+00:00February 14th, 2024|Alerts and Notifications Admin FAQs|Comments Off

Is there a decline notification for every type of card decline?

Currently, cardholders will not receive decline notifications for every type [...]

By Kristy Davis|2024-02-14T19:51:16+00:00February 14th, 2024|Alerts and Notifications Admin FAQs|Comments Off

Can cardholders reply to decline notifications?

No, there is no need for cardholders to respond to [...]

By Kristy Davis|2024-02-14T19:48:45+00:00February 14th, 2024|Alerts and Notifications Admin FAQs|Comments Off

Are text messages sent as iMessages, short message service (SMS), or Multimedia Messaging Service (MMS)?

All text messages are sent as SMS.

By Kristy Davis|2024-02-14T19:43:57+00:00February 14th, 2024|Alerts and Notifications Admin FAQs|Comments Off

Does this program apply to non-physical MasterCard cards (virtual cards, ghost cards)?

No, this program only applies to the physical Mastercards (Purchasing, [...]

By Kristy Davis|2024-02-14T19:49:18+00:00February 14th, 2024|Alerts and Notifications Admin FAQs|Comments Off

Can I enroll a card that is already compromised?

Only if you are already participating in the program and [...]

By Kristy Davis|2024-02-14T18:24:33+00:00February 14th, 2024|Alerts and Notifications Admin FAQs|Comments Off

What if the cardholder is unable to respond to a suspicious activity or fraud alert?

Cardholders have one hour to respond to alerts. If the [...]

By Kristy Davis|2024-02-14T18:20:57+00:00February 14th, 2024|Alerts and Notifications Admin FAQs|Comments Off

If a cardholder confirms fraud on a card, will a new card automatically be ordered?

No, you will need to order the replacement card through [...]

By Kristy Davis|2024-02-14T18:18:18+00:00February 14th, 2024|Alerts and Notifications Admin FAQs|Comments Off