Text Alerts Provide Enhanced Fraud Protection For Your Glass City Visa Debit and Credit Cards! 

To further protect Glass City Visa Debit Card and Visa Credit Card holders, texts alerts are being sent to confirm if suspicious card purchases are valid or not. We must have your cell phone number in our system in order for you to receive the alerts. Please note: we will ONLY ask you to verify if you did make the purchase(s) or not; we will not ask for account or personal information. Keeping you protected is important to us, and we are excited to offer this new enhanced fraud service to you!

FAQs:

Q. Is this service 24 hours, or only in a certain timeframe?
A. Texts will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Voice 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 the alerts be sent to customers travelling internationally?
A. We are unable to send text or phone calls internationally.

Q. How do customers enroll?
A. If we have your cell phone number on file in our systems, you will automatically be enrolled to receive the text message alerts. If you are unsure if your cell phone is on file, please contact Glass City Card Services for confirmation.

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 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 call/text 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. Is there a difference for consumers and business cardholders?
A. No.

Q. Can I establish preferences through a mobile app?
A. These fraud alerts are not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is:

1) Text
2) Voice Call

Texts will be sent between the hours of 7:00 a.m. and 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.

Q. How do incoming and outgoing voice calls work?
A. If a mobile phone is on record, a text alert will be triggered first. All numbers on record that are identified as a mobile phone will be utilized. If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s).