Fraud Prevention Services


QNB Bank proudly offers round-the-clock fraud prevention services to all its QNB Check Card holders through automatic fraud monitoring and optional card management services. PLEASE NOTE: The smsGuardian text alert service is being replaced by the MyCardRules card management app. Support for smsGuardian will end on 8/31/20.

 

Check Card Fraud Monitoring

The Fraud Center automatically monitors your QNB Check Card transactions 24/7 to identify potential fraud. Here’s how it works:

  1. Shortly after potential fraud is detected on your QNB Check Card, you will receive an automatic SMS (text) message from a short code number with the option to respond that the charge is valid or fraudulent.
  2. If no text response is received, an email will be sent 5 minutes later which also has the option to respond and confirm fraud or not fraud.
  3. If there is no response to the email, phone calls originating from an 800 number will start 5 minutes after the email is sent. Calls will be made to home, cell, and work numbers. A voice mail message will be left on cell and home phone numbers. Outgoing Fraud Center calls will only be made between 8am-9pm while inbound calls, text messages, and emails can be made 24x7.

If you receive a fraud alert message from the Fraud Center, you are encouraged to reply to the message with the appropriate response, rather than calling QNB directly. Soon after a potential fraud incident, you will received an SMS (text) message from a short code number with details about the transaction. To confirm that the transaction is valid, reply 'Y'. You will then receive a message thanking you for confirming the activity and that you may continue to use your card. To confirm that the transaction is fraudulent, reply 'N'. You will then receive a message stating that the card is now blocked and to call the Fraud Center callback number provided in the message.

 

smsGuardianTM Text Alerts

PLEASE NOTE: The smsGuardian text alert service is being replaced by the MyCardRules card management app. Support for smsGuardian will end on 8/31/20.

Add an extra layer of security against fraud to your QNB Check Card by signing up for this FREE* service. smsGuardianTM is an optional text alert notification service designed to help protect you against fraud. Simply enroll your QNB Check Card in this complimentary service to receive text alerts on your mobile phone or tablet. When you enroll, you'll get a text alert when your check card is used for all approved and denied transactions as well as fuel purchases. Here's how it works:

  • If you made the purchase or transaction, you don't have to do anything.
  • If you believe the purchase or transaction is fraudulent, immediately call the 888 number provided in the text message.

*Message and Data Rates may apply from your mobile service provider. Enrollment required for smsGuardian service activation. Your mobile device must have the ability to send and receive text messages. After initial sign-up to this service, you may discontinue the receipt of alerts immediately by texting the word STOP in reply to a Guardian Alert. To view the Terms and Conditions of this program or to unsubscribe from this service entirely, please visit the smsGuardian website. Text alerts do not replace regular Fraud Center monitoring of your accounts. smsGuardian is a trademark of JHA Payment Processing Solutions, Inc.

 

MyCardRulesTM App

Take Full Control of Your Cards

MyCardRulesTM is an easy-to-use mobile app that lets you to manage all of your QNB Check Card transactions right from your mobile device. You get complete control of how, when and where your cards are used. Whether you want to stop certain types of transactions, limit spending on specific transactions or simply get notified about card activity, MyCardRules gives you the certainty and security you need.

Learn More

Get the MyCardRules app from the App Store or Google Play today.

 

FAQs

Check Card Fraud Monitoring

Q: What must I do to enroll or register for this fraud monitoring service?

A: All transactions on your QNB Check Card will automatically be monitored 24/7 to identify potential fraud. All we need from you is a current phone number on file. To make sure we have your current phone number on file or to update your phone number, please call our Customer Service Center at 215-538-5605.

Q: What is the fee for this fraud monitoring service?

A: There is no fee.

Q: How will I be contacted if potential fraud is detected?

A: The Fraud Center will first send you an SMS (text) message. If no text response is received, an email will be sent 5 minutes later. If there is no response to the email, phone calls will start 5 minutes after the email is sent. A voice mail message will be left on cell and home phone numbers. Outgoing Fraud Center calls will be placed between 8 a.m. and 9 p.m. while inbound calls, text messages, and emails can be made 24x7. If you receive a fraud alert message from the Fraud Center, you are encourage to reply to the message with the appropriate response, rather than calling QNB directly.

Q: How will I know whether or not the call is legitimate?

A: All Fraud Center calls will originate from an 800 number. Keep in mind, the Fraud Center will never ask you to give your card's expiration date, PIN, or CVV. Never give out your full information, no matter how legitimate the request may sound.

Q: What happens to my card if you are unable to reach me?

A: While we do not wish to cause you any inconvenience, our primary objective is to protect the security of your account. Therefore, if we are unable to verify the suspicious activity on your account, the transactions will be rejected and your card will be temporarily blocked from future transactions. Consequently, we encourage you to always carry another form of payment.

Q: What should I do if I plan on traveling?

A: If you are planning a trip, please contact QNB Customer Service beforehand at 215-538-5605 and let us know what states or countries you will be visiting. This will allow us to place an alert on your card, preventing transactions in these specified travel areas from being identified as suspicious activity.

Q: Is my QNB Credit Card monitored?

A: Your QNB Credit Card is monitored by a different program.

 

smsGuardianTM Text Alerts

Q: What is the fee for this text alert service?

A: There is no fee.

Q: Are there security features in place to protect cardholder information from transmitting in text alerts?

A: Full cardholder information is not included in the smsGuardianTM text message. This service is compliant with Payment Card Industry Data Security Standards.

Q: What happens if I don't respond to a text?

A: Nothing. If no confirmed fraud response is received from you, the message will time out after 12 hours and your check card will remain active.

Q: What do I do if a transaction is valid?

A: Nothing, simply ignore the text. No reply from you indicates to the system that the transaction is valid.

Q: If I call the 888 number to confirm fraud, how long does it take to block the card?

A: Cardholder responses are given the highest priority in the system. Responses are review and blocks are placed as soon as possible.

Q: How many devices can I have enrolled?

A: You may enroll up to 2 devices per card in the smsGuardianTM service.

Q: Can I set the service to not disturb me during certain periods of time?

A: Yes. You can enable the 'Do Not Disturb' option for periods of time that you do not want to receive alerts.

Q: If I have a 'Do Not Disturb' window setup on my device and an alert occurs, does smsGuardianTM send a text when the window is off?

A: During the 'Do Not Disturb' window, alerts will not be sent. When this time period is over, text alerts will be transmitted, including any created during the 'Do Not Disturb' window.

Q: What if I receive a text alert for an amount higher than what I authorized from a gas station or restaurant?

A: Some gas stations will process a pre-authorization for an amount greater than what was actually pumped. The correct amount will be debited from your account. In addition, some restaurants will process a pre-authorization for an amount greater than the bill amount and the tip. The correct amount will be debited from your account.

Q: What if I am traveling out of the country?

A: You would need to stop the service all together, and re-enroll upon reentering the United States.

Q: What if I receive a new card?

A: Simply reply STOP to 27576 to deactivate your old card text alerts and re-enroll your new card on the smsGuardianTM website.

Q: What mobile carriers support this service?

A: All major phone carriers are supported. You will receive an alert message every 30 days reminding you of your subscription if your mobile service provider is Sprint, Nextel, Boost or Virgin.

Q: How long is the enrollment period?

A: Cards will be enrolled for one year.

Q: Will I receive a renewal notification when my enrollment is expiring?

A: Yes. A renewal notice will be sent to your mobile device 6 days prior to enrollment expiration. A total of 3 renewal text message attempts will be made before the device is set to expire. If you do not respond, the device will be removed from smsGuardianTM upon the expiration date.

Q: How do I stop receiving text alerts?

A: Reply to an smsGuardianTM text alert by texting STOP. All QNB cards tied to the phone number will no longer receive text alerts. You may also unsubscribe from this service entirely on the smsGuardianTM website by signing in and following the steps to unsubscribe. If you accidentally reply STOP and would like your alerts back, simply re-enroll in the smsGuardianTM service.

Q: What if I need help regarding the smsGuardianTM service?

A: For help with this service, text HELP to 27576 to receive service information.

 

MyCardRulesTM App

Q: What is MyCardRules?

A: MyCardRules is an easy-to-use mobile app that lets you set card controls, add transaction restrictions and receive transaction alerts within minutes.

Q: How does MyCardRules let me manage my cards?

A: Just download the MyCardRules app from Google Play™ or the App Store®. Then you can set a wide range of controls and alerts on all your cards. For example, you can:

  • Turn your card on or off
  • Set transaction spending limits based on your preferences, including dollar amount, transaction type and merchant type
  • Get instant alerts on certain types of transactions, like when a transaction is declined
  • Set a specific region where the card can be used or restrict usage based on your mobile device’s location

Q: Why is it a better way to manage my cards?

A: You can conveniently manage your card from your mobile device. You will have complete control of how, when and where your QNB Check Card is used. By establishing rules, restrictions and alerts that meet your unique spending preferences and habits, the application adds an extra layer of fraud prevention – and peace of mind.

Q: Is the app secure?

A: Yes, managing your cards with MyCardRules is safe and secure. Your account is password protected and highly encrypted.

Q: What is the fee for this service?

A: There is no fee to use MyCardRules.

Q: How do I get started?

A: After you download the MyCardRules app, select “New User” and then enter your card information to begin the registration and login process.

Q: What do I do if a transaction is not valid?

A: If a transaction is not valid, you should contact QNB Bank as soon as possible to review your QNB Check Card transaction history with you.

Q: How many devices can I have enrolled?

A: Unlimited devices may be enrolled, but you may only establish one device as your “primary device”.

Q: How long is the enrollment period?

A: You will be enrolled until you delete your MyCardRules account/application.

Q: How many QNB Check Cards can I register for MyCardRules?

A: You may enroll up to ten QNB Check Cards.

Q: Can I set the service to not disturb me during certain periods of time?

A: Yes. In the app, go to “Settings” and select “Do Not Disturb” to designate the hours in which you do not wish to receive alerts.

Q: What if I receive a text alert for an amount higher than what I authorized from a gas station or restaurant?

A: Some gas stations will process a pre-authorization for an amount greater than what was actually pumped. The correct amount will be debited from your account. In addition, some restaurants will process a pre-authorization for an amount greater than the bill amount and the tip. The correct amount will be debited from your account.

Q: What if I am traveling out of the country?

A: You would need to notify QNB Bank prior to international travel. In addition, you should enable international “location controls” within the MyCardRules app, and add the country(s) that you plan to visit.

Q: : I lost my QNB Check Card. Can I turn it off within MyCardRules?

A: Yes. Once you’ve signed into the application, on the main screen you will see an image of your QNB Check Card – simply use the toggle feature to slide the toggle to the “off” position. Once you find your QNB Check Card you can slide the toggle to the “on” position to turn your QNB Check Card on. If you are unable to locate your card, contact QNB Bank or visit a QNB Bank branch to have your card permanently closed and to obtain a new card.

Q: What if I receive a new card?

A: You should register the new card under “Manage Portfolio” within the MyCardRules application. Be sure to delete/remove the old card AFTER you have added the new card. If you delete the old card first, you will lose your username/password with MyCardRules and will have to recreate an account.

Q: What mobile carriers support this service?

A: All major phone carriers are supported.

Q: How do I stop receiving alerts?

A: You can opt to receive alerts on all transactions, select transactions, or no transactions at all. To stop receiving alerts, simply select “send alerts for: none” under the “Alert Preferences” tab.

Q: What if I need help regarding the MyCardRules service?

A: You can utilize the "Help With This Page" functionality built into the app or you can contact the QNB Customer Service team at 215-538-5605.