Frequently Asked Questions

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How do I update my contact information?

To update your debit card contact information, contact the Client Support Center at support@nationalfb.com Monday through Friday, 7:30 a.m. to 7:00 p.m. Mountain Time, and Saturdays, 10:00 a.m. to 2:00 p.m. Mountain Time. Credit card holders may...

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What if my "yes" or "no" validation text response has a typo?

The 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 assistance.

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If a transaction is declined due to suspected fraud but I validate that I did in fact attempt to make the purchase, can I try to complete the purchase again?

Once the alert is validated, you can attempt the transaction again, usually within 5 to 10 minutes of the initial text/call/email notification.

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If I verify that the transaction in question is valid, will you automatically unblock my account?

Yes, once you verify the transaction, your account will be unblocked. Please keep in mind it could take 5 to 10 minutes for a block on your account to be removed.

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If I receive an alert, am I automatically blocked from making further purchases with that debit or credit card?

For your protection, the majority of accounts with suspected fraud will be blocked; however, some lower risk items may not be declined.

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I plan to travel out of the country. Will I be able to receive fraud alerts when I'm overseas?

We are unable to send text or phone calls internationally, but we are able to send credit card fraud alerts via email. To ensure you receive credit card fraud alerts while you’re traveling, please make sure your current email address is on...

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I would prefer not to receive text messages. Can I opt out?

Yes, cardholders may opt out of receiving fraud alerts via text message. All you need to do is respond back to the SMS text alert with the word STOP.

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Are there costs for responding to a text alert?

There is no cost to use this service, but standard carrier fees for text messaging may apply. Please check with your wireless carrier if you aren’t sure what fees apply to you.

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I live in Canada. Can I receive text alerts?

We are unable to send text messages to Canadian phone numbers, but we are able to send credit card fraud alerts via email and phone. To ensure you receive credit card fraud alerts while you’re traveling, please make sure your current email...

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Are there costs to receive my fraud alerts via text message?

Customers in the United States who have service through AT&T, Verizon, Sprint, and T-Mobile will not be charged message or data rates to receive text fraud alerts. If you use a different wireless carrier, standard carrier fees for text...

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I don't have text messaging services. Can I still receive my fraud alerts via text?

Text messaging is required for this service. If you don’t have text messaging capabilities, you will receive fraud alerts by phone call or email (credit card only).

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Is fraud alert service available 24 hours a day, or will I only receive alerts during a certain time of day?

Yes. We monitor for fraud on your National Federal Bank debit and credit cards 24 hours a day, seven days a week.  If fraud is detected on your card, you will first receive a text message notification. Texts are sent from 7:00 a.m. to 10:00...

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Are debit and credit cardholders automatically enrolled to receive fraud alerts?

Yes, all National Federal Bank debit cardholders are automatically enrolled to receive fraud alerts via text message and phone. Credit cardholders are automatically enrolled to receive fraud alerts via text message, phone, and email.

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