-
Question
How do I enroll in real time debit card alerts?
AnswerWe have already included you in these enhanced services as part of our fraud protection services.
-
Question
What triggers these real time debit card alerts?
AnswerTransactions that we have identified as potential fraud trigger the alerts.
-
Question
If I receive a real time debit card alert, does that automatically block my account from further purchases?
AnswerThe majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined.
-
Question
If I respond back to the real time debit card alert that the transaction(s) are valid, will you automatically unblock my account?
AnswerYes, though please keep in mind that it could take up to 5 – 10 minutes for a block to be removed in some situations.
-
Question
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?
AnswerOnce the real time debit card alert is updated in our fraud system, you can attempt the transaction again, usually within 5 – 10 minutes of the initial message sent to validate activity.
-
Question
What if my “yes” or “no” text response to a real time debit card alert has a typo?
AnswerThe 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.
-
Question
Are real time debit card alerts available for both consumer and business cardholders?
AnswerYes.
-
Question
In what order will the communications from real time debit card alerts occur?
AnswerThe standard order of communication is:
- Text
- Voice Call
Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in your time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the your time zone.
-
Question
Is the real time debit card alert service 24 hours, or only in a certain window?
AnswerIn other areas of business, we have calls only going out during certain hours so cardholders aren’t being called before normal waking hours. Emails will be sent 24 hours. Text will be sent from 7:00 a.m. to 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. 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.
-
Question
Can I still receive real time debit card alerts on my U.S. mobile phone while travelling internationally?
AnswerWe are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day 7 days a week.
-
Question
I have not provided Sandy Spring Bank with my mobile phone number, but would like to receive text messages. How can I sign up for Real Time Debit Card Text Alerts?
AnswerSimply call Sandy Spring Bank’s Client Service Center, or visit any branch location, to add your mobile phone number to your accounts. Please make sure to keep your email address and phone numbers up to date so that we may contact you quickly if fraud is suspected on your accounts. Our Client Service Center at 800.399.5919 is available Monday – Friday from 8:00 a.m. to 7:00 p.m., and on Saturday from 8:00 a.m. to 1:00 p.m.
