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Debit Card Alerts Questions

What if I receive an alert about a transaction I do not recognize?

Please report any unauthorized transactions immediately by calling the number on the back of your card. If you're not sure about a transaction, check to see if it is one of the following:

  • A one-time or recurring bill payment you set up for a service provider (like cable or telephone).
  • To view full transaction details, you can sign on.

You can also visit our Fraud Information Center for resources to help you reduce your risk of fraud and identity theft.

Why is there a delay in receiving my card activity alerts?

We process the alerts you have enrolled in when each transaction comes to Wells Fargo, which generates an alert to your secure inbox and any external contact points you have selected. Most of the time, we can send you an alert within minutes of a transaction occurring. Occasionally there are delays by the merchant in processing your transaction or delays in systems processing the alert.

Customer Service

I have more than one account linked to my debit card. Will I receive alerts for all activity?

Yes, you will receive alerts for transaction activity performed with your debit card if the alert criteria are met.

Will I receive alerts for debit card transactions made by any joint account holders or other authorized signers on accounts shared?

No. Joint account holders and other authorized signers have unique debit card numbers and must sign up for debit card activity alerts individually.

If my card number changes (for example, if I lose my card and order a replacement card) will I need to re-subscribe to card activity alerts?

If your card number changes as a result of ordering a replacement card, we will do our best to automatically transfer any existing card activity alerts subscriptions to your new card number. To verify your current alerts subscription at any time, sign on to Wells Fargo Online® and go to Manage Alerts.

Troubleshooting

Please visit the alerts center and mobile banking quick guide for FAQs regarding troubleshooting.

Fraud Prevention

If I choose to subscribe to debit card activity alerts, could I receive other types of card alerts from Wells Fargo?

We regularly review accounts for unusual activity and may send you a suspicious card activity alert asking you to confirm whether you recognize a particular transaction. You do not need to enroll to receive this alert.

Why did I receive a phone call or text message asking me to verify transactions made with my card?

We use multiple methods to help protect our customers against potential fraud. If we detect suspicious card activity, we may reach out to you by phone or text asking you to verify one or more suspicious transactions. If contacted, please review and respond promptly to verify the transactions. 

You also have the option to sign up for alerts to help you stay informed on your card activity, including purchases and ATM transactions. Plus, you can customize some alerts with limits that you set. Learn more.

Why did I receive an alert that a purchase was made from an international location when I have not traveled outside the U.S.?

Sometimes merchants located outside the U.S. provide goods and services on the internet, by mail, or by phone order so these transactions originate from an international location even though the cardholder does not travel outside the U.S. If you do not recognize a transaction, please call the toll-free number on the back of your card. Phone Bankers are available 24 hours a day, 7 days a week.

I expected to receive one of the card activity alerts for a particular transaction, but an alert was not sent. Why?

We send alerts based on certain information in the transaction record sent by the merchant. Occasionally a merchant (or their processor) omits certain information from the transaction record so we are not able to identify the transaction as one that meets the alert criteria.

We also send alerts based on the amounts you choose when you sign up for alerts. If a transaction amount equals or is below the preset amount, we will not send you an alert. For example, if your preset amount is $5.00, you will only see an alert if the transaction is $5.01 or higher.