Frequently Asked Questions

FAQs

How it works

Why are Visa Purchase Alerts available on some of my cards for e-mail only, but not available for SMS text message alerts?

There is a cost to the issuer for every SMS text message alert. Some issuers may decide not to allow certain cards to receive Visa Purchase Alerts through SMS text messages alerts.

E-mail alerts are available for all your enrolled cards.

How do I stop receiving Visa Purchase Alerts SMS text message alerts?

To stop receiving Visa Purchase Alerts SMS text messages alerts, please reply with a “STOP” message to any Visa Purchase Alert received and you will stop receiving Visa Purchase Alerts for all cards associated with your account.

You may also change the notification settings in the “Settings” section of the Visa Purchase Alerts website. This option allows you to configure mobile text message settings specific to each card enrolled.

Why did I not receive a Visa Purchase Alert when I expected one?

Cardholders will receive Visa Purchase Alerts only when a transaction meets the triggers settings.

If a transaction meets the trigger settings, but a Visa Purchase Alert is not received, it is possible that the particular transaction was not processed by Visa’s payment network, VisaNet. If it’s processed by another payment network, Visa will not be able to send Visa Purchase Alerts to cardholders.

Only one Visa Purchase Alert will be generated and sent to you for each transaction, regardless of whether the transaction qualified for multiple alerts. International purchases for amounts less than $1 will not trigger an alert. Purchases made on the internet or over the phone for amounts less than $1 will not trigger an alert.

International purchases for amounts greater than or equal to $1 will trigger an alert. Purchases made on the internet or over the phone for amounts greater than or equal to $1 will trigger an alert.

Can I receive Visa Purchase Alerts if I'm traveling internationally?

Customers can receive Visa Purchase Alerts via e-mail if they are traveling internationally.

Customers may or may not receive SMS text message alerts from Visa Purchase Alerts while traveling internationally depending on permissions from local telephone carriers.

Why can't I receive Visa Purchase Alerts for my non-US issued cards?

Currently, the Visa Purchase Alerts Service is only available for cards issued in the U.S.

How many Visa cards can I add to my account?

10 cards is the limit per account.

Why can’t I add more than one e-mail or mobile number?

Visa Purchase Alerts currently allows only one unique e-mail or mobile number.

How do I associate an e-mail to my Visa Purchase Alerts account?

Visa Purchase Alerts will send a one-time-passcode to your e-mail address. Please enter that one-time-passcode into the Visa Purchase Alerts website when prompted and your e-mail will be associated to your Visa Purchase Alerts account.

How do I associate a phone number to my Visa Purchase Alerts account?

Visa Purchase Alerts will send a one-time-passcode to your mobile phone via a SMS text message. Please enter that one-time-passcode into the Visa Purchase Alerts website when prompted and your phone will be associated to your Visa Purchase Alerts account.

Why can’t I delete my e-mail?

For authentication and security purposes, Visa Purchase Alerts requires that each user account be associated with one unique e-mail address.

My card was eligible for SMS text message alerts but now that option is no longer available. Why is that?

Visa allows card issuers to determine the eligibility of their cards for SMS text message alerts. It is likely that your card issuer no longer allows your card to receive SMS text message alerts.

What are the available commands for SMS text messages?

Per mobile carrier requirements, the Visa Purchase Alerts supports the following commands

  • STOP
  • END
  • CANCEL
  • UNSUBSCRIBE
  • HELP

The above commands are not case sensitive.

What is Card Controls?

If your card is eligible for Card Controls, you can place restrictions on the card defining when, where and how those cards can be used. Subject to Visa's ability to process transactions over VisaNet, you can place restrictions on international transactions and/or card not present (e-commerce) transactions or temporarily disable card usage where no transactions can be authorized (card off).

If I have temporarily disabled my card using Card Controls, which transactions will be declined?

Card Controls can only block Visa signature-based, Interlink-processed PIN-based, Visa/PLUS ATM transactions and transactions processed by Visa. For debit cards, some PINNED based transactions may not be able to be declined.

Turning the card off does not turn off digital card number transactions (e.g. tokens/ for example Apple Pay, Google Pay) or transactions presented as recurring transactions or the posting of purchase returns, reversals or credit adjustments to your account.

If any of the Controls (Card Off, International or Card Not Present/Ecommerce) are enabled, you should enable the Decline Alert.

Why did I receive an alert that looks different than my other alerts?

If a transaction seems suspicious and outside of your normal spending patterns, Visa may elect to replace a normal alert ( e.g., for purchases made on the internet or over the phone, international purchases, when a purchase is declined) with an “Unusual Card Activity” alert. Please pay close attention to this alert and immediately contact your card issuer to report a possible unauthorized purchase.

Security

How does Visa Purchase Alerts protect my card information?

Visa has a wealth of experience in handling sensitive information. Visa uses advanced security technologies to protect the information you store in the Visa Purchase Alerts service, including industry standard encryption and multi-layer authentication.

Why does Visa Purchase Alerts require a billing address when I add my Visa card?

When adding a Visa card to Visa Purchase Alerts, it is a requirement to enter the billing address assigned to each card for authentication purposes. This will allow Visa Purchase Alerts to determine if each Visa card is valid and assist in authenticating the cardholder.

Others

Which Visa card products are eligible for Visa Purchase Alerts?

Most U.S. credit, debit, and reloadable prepaid Visa cards are eligible for Visa Purchase Alerts.

However, not all cards are eligible because some Visa issuers offer their own transaction alerts service.

Is there a fee for using Visa Purchase Alerts?

Visa is offering Visa Purchase Alerts to consumers for free.

However, some cell phone carriers may charge fees to send or receive a text message. Message and data rates may apply, please check your mobile plan or contact your mobile carrier for further information.

Further details on fees are available in the Terms & Conditions

Who can I contact if I have questions about specific transactions?

To report suspicious activity or ask about specific transactions shown by Visa Purchase Alerts, please contact your card issuer, via the phone number listed on the back of your card or account statement.

How can I contact the Visa Purchase Alerts Customer Service?

Please email your inquiry to [email protected] If you need assistance with a Card Control, please email [email protected] or call 1844-909-1592 (telephony custom service reps will only be able to assist with Card Controls questions and/or issues. All other inquiries must be emailed to [email protected])
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