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Frequently Asked Questions

Use the search bar below to sort through our library of FAQs to learn more about a specific product, service, or process.

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What if I forgot my username?

Please call us at 888.2DIRECT.

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What if I forget my password?

You can reset your password.

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If you are locked out of your account please call us at 888.2DIRECT.

Is the fraud alert service safe and secure?

Yes. Our priority is to protect your personal information. When you return a fraud alert message, we will ask for the unique case # to your specific fraud alert.

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Do I need to sign up to receive fraud alerts?

You will automatically be enrolled to receive all fraud alerts via the contact methods on your account, ie., email address, cell phone, home phone, work phone, etc.

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What happens if I did not reply to a fraud alert whether via Email, Text or Phone?

Your card may be blocked for use and future transactions would be declined until the fraud alert is cleared.

I accidentally responded to an alert that a fraudulent transaction was valid. What do I do now?

Please report the unauthorized transaction immediately by calling the phone number provided in the alerts or the number on the back of your card. The agent will then take care of marking the transaction as fraud and close the card.

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I accidentally marked a valid transaction as fraudulent. What do I do now?

When you mark a transaction as fraudulent, the response message you receive will include our fraud detection department’s toll-free number and it asks that you call to review the card activity, or you will receive a call from a fraud detection agent to review. The agent will be able to review the activity with you and clear the card for use.

A legitimate transaction triggered a fraud alert. How long should I wait after responding to an alert to reattempt the transaction?

Upon confirming that a transaction is valid, you may retry the transaction immediately.