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

No. Commands can be sent as upper-case, lower-case or a mixture of both.

Yes, you may use up to two phone numbers.

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.

Call times follow the TCPA (Telephone Consumer Protection Act) rule of not occurring before 8:00am and not after 9:00pm in the cardholder’s respective time zone.

You can disable and opt-out of receiving fraud alerts through the following ways:

1. You can opt out of text alerts by replying “STOP” to the text message.
2. You can opt out of phone calls when the alert system calls you.
3. Click on the Unsubscribe link in the email to stop the emails.
4. Contact our Call Center to ask to stop receiving fraud alerts.
5. Visit a branch to ask to stop receiving fraud alerts.

You can update your contact information by updating your account profile in Online Banking, by calling the number on the back of your card, or by visiting an OHecu branch.

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.

If you accidentally opted of out text alerts from a mobile phone, when the digital system calls to verify activity, the system will provide the opportunity to opt back into text alerts for the mobile phone. For all fraud alert types, please call the number on the back of your card to re-enable fraud alerts to an email address, a mobile phone or landline phone number. You can also visit a branch for assistance.

Fraud Alerts are transmitted to the phone number(s) and/or email address associated with the card used at the time of the transaction. If a joint cardholder is receiving alerts, it is because that cardholder’s phone number and/or email address is associated with the card transacting. If the fraud alerts should have gone to another cardholder on your account, we ask that you update the contact information for that cardholder.

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.

Fraud alerts are automated phone calls, text messages and emails that are sent when potentially fraudulent purchase activity has been detected on a credit/debit card account. Messages are triggered by OHecu's fraud detection system.

Text messages will be sent to cardholders in the 50 United States at no charge. Customers with international telephone numbers will only receive emails. They will not receive text messages or phone calls.

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

Your account may be blocked due to the potentially fraudulent activity. You may call the Member Service Center at 800-552-6328 or visit an OHecu branch to review your account activity. It is recommended to have at least one way to be contacted via the fraud alerts system to allow us to reach you quickly to review suspect activity and keep your card available for use.

If your card is lost or stolen, when you are issued a new number, your card account is automatically updated, and you automatically retain the ability to continue receiving fraud alerts.

You may call the Customer Service phone number at 888-918-7313.

Any phone numbers that OHecu has in your records may be sent alerts.

We recommend that you contact your wireless service provider if you lose your phone. If you plan to change your cell phone number, please refer to question number 6 above for help in updating your contact information.

Fraud alerts are sent to cardholders when potentially fraudulent transactions are detected on their accounts. We want to ensure that any questionable transactions were authorized by the cardholder.

We will not transmit sensitive personal information through alerts.

Please monitor your transactions regularly and review your statements very carefully and immediately report any fraudulent activity to us. Responsibility may depend on the type of card you have and should be verified with us immediately.

You may report unauthorized transactions to us in one of three ways:

1. Call the Member Service Center at 800-552-6328
2. Email the Member Service Center at onlineservices@ohecu.com
3. Mail a written notification to:
   The Ohio Educational Credit Union
   PO Box 93079
   Cleveland, Ohio 44101

If you are travelling within the U.S., you will receive phone calls, text messages and emails. If you are travelling internationally, you will receive emails. You will only receive text messages if your mobile phone plan allows you to receive them while traveling outside of the United States.