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CARD FRAUD ALERTS FAQ

Q: How do I enroll in Card Fraud Alerts for my Debit and Credit Card?

A:  1. Visit the enrollment page

      2. Enter the requested information

      3. Click Enroll
 

Q: How long does it take to get set up with text messages?

A: It takes just a few minutes to enroll online and complete the process.
 

Q: How much does it cost for the service?

A: NASA Federal Credit Union does not charge for this service. However, standard text message and data rates assessed by your mobile carrier may apply. To minimize costs for receiving fraud alerts, please check with your mobile carrier to ensure you have “text messaging” included in your monthly service plan.
 

Q: Is this service safe and secure?

A: Yes. This service is safe and secure. Our first priority is the protection of your accounts and personal information. The text messages from NASA Federal will be branded with NASA Federal's name and will appear as: NASA Federal Fraud Alert. Also, we never ask for your account number, personal identification or other personal information. If you receive a text message asking for your personal information, member number, or card number, please do not respond. If you ever have questions about a text message claiming to be sent by NASA Federal, please call us at 301-249-1800 or toll-free 1-888-NASA-FCU (627-2328).
 

Q: Can I enroll both my debit and credit card?

A: Yes, the service is available for both your Debit and Credit Cards.
 

Q: Can I enroll more than one debit or credit card in Card Fraud Alerts?

A: Yes. You must go through the enrollment process for each card you wish to enroll.
 

Q: Can I add multiple phone numbers?

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

Q: How do I respond to an alert?

A: The Card Fraud Alert is a one-way text message sent to the cardholder. The cardholder will need to call toll-free number 866-763-3373 to validate the transaction(s) activity.
 

Q: What if I don’t have text messaging?

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

Q: What actions do I take when I receive a Card Fraud Alert?

A: Call the phone number as instructed. A Fraud Specialist will assist you to determine the validity of the transaction(s) and take appropriate action if fraud is suspected.
 

Q: What do I do if the transaction(s) is fraud?

A: If the transaction(s) is fraud, you will need to call the Fraud Detection Line at 1-866-763-3373 and reference the Case ID from the text so that your card can be blocked. They will instruct you on how to file a claim and have a new card issued to you.
 

Q: Will I continue to receive calls from the NASA Federal Fraud Detection Line on my home number?

A: If you do not respond to the Card Fraud Alert, a call will be made to the home phone number on file at NASA Federal.
 

Q: How will I know if the text message is coming from NASA Federal and not a fraud text message?

A: The text message will always be branded with NASA Federal's name and will appear as: NASA Federal Fraud Alert; however, if you ever have questions about whether or not a text message is from NASA Federal, please call us at 301-249-1800 or toll free 1-888-NASA-FCU (627-2328), Monday through Friday from 8:00 a.m. to 6:00 p.m. EST and Saturdays from 9:00 a.m. to 2:00 p.m. EST.
 

Q: During what times will I receive Card Fraud Alerts?

A: Card Fraud Alerts are only sent between the hours of 8:00 a.m. and 9:00 p.m. in the local cardholders time zone.
 

Q: What does the text message state?

A: A sample Card Fraud Alert is as follows:

NASA FCU transaction(s) need verifying on your Card ending in xxxx. Call ASAP 866-763-3373 and use Case ID # xxxx, Reply STOP to cancel.
 

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

A: Typically, responses arrive within a minute, but timing may vary.
 

Q: If I am traveling outside of the U.S., can I receive text message alerts?

A: If your carrier has service in another country or region, you may receive the alerts. It is recommended that you contact your mobile service provider to verify that you can receive text messages in a foreign country.
 

Q: I enrolled in the service online and never received a text message. What should I do?

A: Your mobile phone may be blocked from receiving third-party text messages. Check with your carrier and ask them to remove the block from your phone.
 

Q: Will I continue to receive alerts if my mobile phone number changes?

A: In order to receive alerts to your new number, you will need to return to our website nasafcu.com/cardfraudalerts and enroll your new phone number.
 

Q: Will I still receive alerts if my card number changes (e.g. after a lost/stolen replacement)?

A: If your card number changes, you will need to re-register your new card number by visiting nasafcu.com/cardfraudalerts
 

Q: Why do I sometimes receive multiple page messages that appear as Pg1/2, Pg2/2?

A: Text messages on some phones are limited to 160 characters. These phones will split the message into multiple pages to show all of the information.
 

Q: How do I unsubscribe?

A: To unsubscribe to this service, send a text message that says STOP to 94209. You will receive an opt-out confirmation.
 

Q:  If I opt-out will I receive a text confirmation of this?

A: Yes, a text will indicate you have successfully unsubscribed and will not receive additional messages