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FSB Verify Card Control Center

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After Hours Alert Questions?

Call: 844-331-9627

 

How does FSB Verify Card Control Center Work? 

We monitor transactions on your card for potential fraud. When we identify a transaction that may be fraud, we may verify that transaction with you. In certain situations, we may block further use of your card until we receive confirmation from you that the requested transaction was legitimate. Establishing a two-way, responsive communication with each other will un-block your transaction and allow access to your card quickly. 

 

What makes a transaction appear suspicious and generate an alert? 

We look at many variables when determining a transaction is suspicious and potentially fraudulent (for example, the number, dollar amount and rate of transactions, merchant type and location). We also monitor prior account geographical usage. For example, a transaction presented from a location not consistent with other account transactions may block further usage of your card. In some cases, the characteristics of multiple transactions may raise suspicion. So, the alert you receive may ask about more than one transaction. New account holders may initially receive more fraud alerts until a card use history can be established. Once we know normal card use patterns, these alerts will subside by recognizing your typical behaviors. 

 

How will I be contacted? 

We always use two forms of notification for optimal contact attempts. If you do not download our smartphone app, you will be contacted by text and by e-mail. If you have downloaded the app, you will receive an e-mail and push notification. 

 

I don’t want calls to my home phone, and do not want to enroll in text messaging or download the app. Can I have the phone notifications come to my mobile phone number?

Yes. Please call us at 844-331-9627 to request your number be updated. Please note that in doing so, all phone contacts from the bank will be routed to your mobile phone. 

 

If other members of my household use the same phone number for contact, how will we know who the message is for?
Initial telephone contact will not be specific to a certain card. Once someone responds to the message by calling 844-331-9627, they will be told the last four digits of the card that has the questionable transaction. In an effort to keep messages separate, each member of a household may want to provide their own primary number for calling purposes, such as a mobile number. 

How do I stop receiving notifications through the app? 

You may delete the app from your phone to STOP app notifications. Once you delete the app, you will receive notification through e-mail and text alerts. 

 

What happens if I’m traveling? 

It is important to let us know when and where you are traveling. You can call 844-331-9627 to notify us of your travel dates. While it is extremely important when traveling outside the country, we recommend you let us know any time you are traveling, even if it seems a short distance. Any time activity occurs outside your normal spending trends, it may trigger an alert. 

 

If I am traveling outside the United States, can I receive text message alerts or app push notifications?

You must contact the bank prior to traveling outside the United States.

For text: Messages can only be sent via U.S. carriers and will only be receivable in the United States. If a transaction is flagged as suspicious, we will send a text but it may not be received while you are outside of the country. Some messages on U.S. carriers may be received while traveling; however, it will depend on that carrier’s coverage area. It is always a good practice to inform us of your travel plans by calling 844-331-9627 prior to traveling outside of the country. Doing so will help avoid having legitimate charges flagged as potentially fraudulent. In some cases, your card may be blocked from further transactions until we are able to contact you. 

For app push notification: You may be able to connect to Wi-Fi through your hotel or a cafe. Wi-Fi should enable the notification to push live to your app. Before traveling abroad, it is a good idea to contact your cellular provider and ask if additional data rates apply.
With either text or app, you will still receive an e-mail notification. 

 

Why was my transaction amount in my alert greater than my actual purchase amount? 

Some merchants pre-authorize transactions before the purchase is actually made. This is very common with pay-at-the-pump gas transactions and restaurants. In these instances, your fraud alert message is showing the pre-authorization amount designated by the merchant instead of the actual transaction amount. This pre-authorization amount will not be posted to your account. 

 

What if my registered card has fraud? 

If you confirm that your card has a fraudulent transaction, the card will be deactivated and you will need to call 844-331-9627 to have a new card produced. If you receive a new card, you will automatically be registered with the newly issued card number, and alerts will reflect this new card number. You may also turn your card ON or OFF using the FSB Verify Card Control Center app. 

 

Why did I get a phone call at 8:00 a.m. when I responded to an e-mail notification after 7:00 p.m. the evening before?
If you receive an e-mail notification and respond, you will still receive the phone notification because it went into a queue and was held until 8:00 a.m. You do not need to take any action with the phone call if you have responded through the e-mail notification. 

 

How much does it cost to use this service? 

We do not charge for this service. However, standard text message and data rates assessed by your mobile carrier may apply. Please check with your mobile carrier to ensure that you have text messaging on your monthly mobile phone plan. 

 

What carriers currently participate in this service? 

AT&T, Sprint, Nextel, Boost, Verizon Wireless, U.S. Cellular, T-Mobile, Cincinnati Bell, Virgin Mobile USA. (This list is current upon publication but subject to change without notice.) 

 

What if I don’t have text messaging? 

Text messaging is required to receive text messages from this service. If your mobile phone is able to send and receive text messages, but you do not currently subscribe to this service, you will need to contact your mobile phone provider to add the text messaging feature to your mobile phone plan. 

 

How long should it take to receive a text message (SMS)? 

Typically, alerts arrive within a few minutes, but timing may vary based on your mobile provider and accessibility to mobile network. In some cases your card may be blocked from further transactions until we are able to contact you. 

 

Why do I receive multiple messages with Pg1/2, Pg2/2? 

Text messages are unique in that some mobile phone carriers can only send 160 characters at a time. So, you may receive a message split into multiple “pages.” In some cases, you may receive these alerts out of order. Wait to receive all messages before responding. 

 

How do I un-enroll or un-subscribe for text alerts? 

Text STOP to 47334 to cancel or HELP for help. You may also call 844-331-9627. Replying STOP will cancel text messages. If you do so and later wish to receive text alerts, you will need to re-enroll your mobile number. 

 

How do I re-enroll for text alerts? 

Using your mobile phone, text “fsb” to 47334. You will receive a confirmation text message that says the following: “FSB Debit Card Alerts.” Reply STOP to cancel, HELP for help or call 844-331-9627. 

 

Are the text commands case-sensitive? 

No. Commands can be sent as uppercase, lowercase or a mixture of both. 

 

Can I add multiple phone numbers? 

No. Only one mobile phone number can be linked to a single card number. 

 

If my mobile phone number changes, what do I need to do? 

In order to receive alerts at your new mobile number, please let us know your new number by calling 844-331-9627. Once we have your new number, re-enroll your card(s) in FSB Verify using your new mobile number. Your old number will no longer be enrolled once this is done. 

 

What do I do if my phone is lost or stolen? 

If your phone is no longer in your possession, please enroll your new mobile number or request to be removed from text alerts by contacting us at 844-331-9627 until you have a new mobile number. 

 

Will I ever need to text personal information? 

We will never ask you to text us your account number, personal identification such as your birth date or Social Security number, or other personal information such as your mother’s maiden name or address. If you ever receive a text message asking for your account numbers or other personal information, please do not respond and contact us at 844-331-9627. 

 

 

How long do I have to respond to an alert? 

Responding to an alert within three minutes will help avoid any disruptions on your card. However, if you forget to reply, just send a reply as soon as possible and we will turn your card back into active mode within seconds. You may also manage your card from the FSB Verify Card Control Center app.

 

Once I download the mobile app, will text messaging automatically turn off? 

Yes. Text messages are stopped when the mobile app is installed. They are resumed if you uninstall the app. You cannot receive both text alerts and push notifications through the app. If you are already signed up for text alerts when you download the app, your text alerts will stop once the app is installed. 

 

How do I download the app? 

Our app is free in the iTunes App Store or in Google Play. Just search for “FSB Verify.” It is separate from our other mobile banking apps. Data rates may apply. 

 

I recently received a new debit card and it is not showing up in my app. 

It may take up to 24 business hours for your card to load into the app once your debit card has been activated. Please contact us at 844-331-9627 if it has been longer than 24 business hours. 

 

A debit card different than mine is showing up in my app. 

Please contact us at 844-331-9627 to ensure your contact information is up to date.