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First Card Alert FAQ

  1. What does First Card Alert do for me?

    We monitor transactions on your First National Bank in Olney MasterCard Debit Card for potential fraud. When we identify a transaction that may be fraudulent, we may verify that transaction with you. In certain situations, we may block further use of your debit card until we receive confirmation from you that the transaction in question was legitimate. First Card Alert establishes a way that we can communicate with each other faster, allowing the Bank to un-block your transaction and card more quickly. The method of contact is determined by the information we have on file for your accounts.

  2. How much does it cost to use this service?

    The Bank does not charge for this service. However, standard SMS 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.

  3. How do I register?

    You are automatically enrolled in this service. If you choose to "Opt Out" of this service, you must contact the Bank to do so. Stop by a full service branch and speak to a Personal Banker, or phone us at 618-395-8541 or 888-937-3178. Please call or visit your local branch to ensure that we have your correct contact information.

  4. What mobile carriers currently participate in SMS service?

    AT&T, Sprint, Nextel, Boost, Verizon Wireless, U.S. Cellular®, T-Mobile®, Cellular One Dobson, Cincinnati Bell, Alltel, Virgin Mobile USA, Cellular South, Unicel, Centennial, CSPIRE, and Ntelos. (This list is current upon publication but subject to change without notice.)

  5. How long should it take to receive a SMS text message?

    Typically, alerts arrive within a few minutes, but timing may vary based on your mobile provider, and accessibility to a mobile network. In some cases your card may be blocked from further transactions until we are able to contact you. You can reach us 24 hours a day if you have concerns or problems with your card at 877-504-7813.

  6. Why did I not receive a fraud alert, and my card was blocked, when I made a purchase late at night?

    We will send SMS text messages and e-mails 24/7. However, the hours we will contact you by phone are from 6:00AM to 10:00PM. This timeframe is based on the Central Time Zone. If a charge that we suspect may be fraud occurs outside of that timeframe, we will not call you.

  7. What if I don’t have SMS text messaging?

    SMS text messaging is required to receive text messages from this service. If your mobile phone is able to send and receive SMS text messages, but you do not currently subscribe, you may want to contact your mobile phone provider to add the SMS text messaging feature to your mobile phone plan. You may also receive email notifications or automated calls to your home phone from First Card Alert.

  8. If I am traveling outside the U.S., can I receive SMS text message alerts?

    Messages can only be sent via U.S. carriers and will only be receivable in the U.S. If a transaction is flagged as suspicious we will send a SMS text, but it may not be received while you are outside of the U.S. 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 618-395-8541 or 888-937-3178 prior to traveling outside of the U.S. 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.

  9. Are the SMS text commands case-sensitive?

    No. Commands can be sent as upper-case, lower-case or a mixture of both.

  10. Can I add multiple phone numbers?

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

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

    Please call or visit your local branch to ensure we have your correct contact information.

  12. Do I have 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 SMS text message asking for your account numbers or other personal information, please do not respond and contact us at 618-395-8541 or 888-937-3178.

  13. How do I unsubscribe?

    Send an SMS text that says STOP to 47334, or reply STOP to any Fraud Alert message that you receive. This will cancel any further alerts to your mobile number. You will receive an opt-out confirmation. First Card Alert will still call your home number and send an e-mail regarding suspicious activity. You can also call the bank at 618-395-8541 or 888-937-3178 to stop SMS text messaging, or to opt out of the program.

  14. What makes a transaction appear suspicious and generate a First Card Alert?

    Our fraud alert service encompasses multiple strategies driven by current fraud trends. We look at many variables when determining that 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 usage patterns, such as a transaction that is presented from a geographical location not consistent with your other account transactions. In some cases, the characteristics of multiple transactions may raise suspicion. So, the SMS text message you receive may ask about more than one transaction.

  15. 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 mobile fraud alert SMS text message is showing the pre-authorization amount designated by the merchant instead of the actual transaction amount. This pre-authorization amount will not be charged to your account.

  16. What if my registered card had fraud?

    If you confirm that your card has had a fraudulent transaction, the card will be blocked. Simply stop by a full service branch and we will issue a new card while you wait, or a new card will be ordered for you.

  17. What should I do if my phone is lost or stolen?

    If your phone is no longer in your possession, please request to be removed from the First Card Alert texting until you have a new phone number.