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Wells Fargo EasyPay® Card Alerts – Frequently Asked Questions

Managing your Wells Fargo EasyPay Card alerts

How do I set up, add, or delete alerts?

You can add alerts or change your preferences anytime. To add or edit alerts:

  1. Sign on to your Wells Fargo Online® account and access Manage Alerts through the More menu.
  2. Choose an account for which you want to add or edit alerts. You can also add general and security alerts. Remember to enter dollar thresholds and frequency of alerts where appropriate.
  3. Select Subscribe or Update.
  4. To change the email addresses or mobile numbers we will send alerts to, select the links in the Delivery Methods section of any alert.

To delete alerts, sign on, go to Manage Alerts through the More menu, and select Unsubscribe for each alert you want to discontinue.

How do I sign up for text alerts?

  1. Sign on to Wells Fargo Online and access Manage Alerts through the More menu.
  2. Select an account and an alert type.
  3. Check the box next to your mobile number, or follow the steps to add your mobile number. If this is your first time signing up for text alerts, you’ll be asked to verify your number by replying to the text message we send, so be sure to have your phone with you.

Can I receive mobile alerts on any mobile phone?

You can enroll up to two mobile numbers to receive text alerts. Your mobile numbers must:

  • Be registered to you – mobile numbers belonging to friends or family members cannot be enrolled to receive text alerts
  • Be with a domestic carrier – Wells Fargo is unable to deliver text alerts to mobile carriers outside of the United States
  • Be capable of receiving text messages – some prepaid and regional carriers may not support text alerts

As long as your mobile phone supports text messaging, you can sign up for text alerts. Please check with your mobile carrier for more details about text messaging and web access charges.

What do I do if I change my mobile number?

  1. Sign on and go to Update Contact Information to add or change your mobile number.
  2. Access Manage Alerts through the More menu to subscribe to text alerts for your new number. If your new number is not showing yet, please sign off and sign back on again. When you set up your text alerts, you'll be asked to verify your new number by replying to the text message we send to your new number, so be sure to have your phone with you.

Note: Removing or editing an existing number will interrupt any services currently associated with that number (for example Text Banking).

What does it mean when my mobile number is listed as disconnected?

Your number may be listed as disconnected for a number of reasons, including:

  • You entered your number incorrectly.
  • Your mobile account is inactive.
  • Your carrier plan isn’t set up to receive text messages.
  • You recently moved your number to a new carrier.
  • You recently asked Wells Fargo to change your mobile number.

If you aren’t sure why your number is disconnected, consider contacting your carrier directly for more details.

Will I continue to receive text alerts if I change mobile carriers, even if my number remains the same?

No. When you move your number to a new carrier, your previous carrier sends Wells Fargo a Disconnect message. A message will appear on the Manage Alerts screen that will tell you which number was disconnected. Just sign on and access Manage Alerts through the More menu.

If you would like to continue receiving text alerts, you will need to re-enroll your number, but you do not need to re-subscribe your alerts. You'll be asked to re-verify your mobile number by replying to a text message we send, so be sure to have your phone with you.

How do I turn off text alerts?

There are two ways to stop the delivery of all text alerts:

  1. Text the word “STOP ALERTS” to WELLS (93557).
    OR
  2. Sign on, access Manage Alerts through the More menu, and select each alert that you want to discontinue. Select Unsubscribe to stop receiving the alert. Or, to discontinue only the text alerts but keep receiving the alert by another method such as email, deselect your mobile number(s) in text message settings and select Update.

How do I temporarily stop text alerts while I’m on vacation?

There is no temporary or vacation stop option at this time. To suspend the delivery of your alerts, sign on to your Wells Fargo Online account and access Manage Alerts through the More menu. Select an account and unsubscribe from your individual alerts. To begin alerts delivery again, return to the page and re-subscribe to the individual alerts you want to receive.

Is there a fee to use alerts?

No. This service is free to all Wells Fargo Online customers. Your mobile carrier’s message and data rates may apply.

How do I change my email address or add another one?

Add or change your email address by signing on to Update Contact Information (or access Profile and Settings through the More menu if you’re already signed on). Or you can call 1-800-956-4442.

Can I route alerts to my wireless device or cellular phone?

Yes. However, some wireless devices have character limits and you might not see the entire content of the alert. Please check with your wireless provider.

When will I receive my first alert?

Once you choose your alerts and enter the email address(es) you want us to send them to, we send alerts on the business day which follows an alert triggering event (e.g., when a deposit posts, when your card is used at an international location, etc.). We don’t send alerts on days following bank holidays.

Your alerts will begin one to two business days after you set them up.

Exception: If you have set up the Access Suspended Alert, we’ll send an alert immediately if an incorrect password has been entered three times and your Wells Fargo Online access is suspended.

How do I know if I have a new message or alert?

We will send your subscription alerts to your external email account or mobile device, as well as to Message Center within Wells Fargo Online

Responses to your customer service questions will also go to the Message Center. We will send a note to your external email informing you that you have a customer service response ready for you to view in the Message Center. 

We recommend that you regularly check your Message Center to ensure you’re receiving all of your Wells Fargo messages and alerts. Alerts are always sent to your Message Center in addition to your external email address.

How long do messages and alerts stay in Message Center?

Messages and alerts will stay in Message Center until the expiration date listed next to the message, unless you delete it sooner. To save a message or alert for longer than the expiration date that’s listed next to the message, you can copy and paste the text into a word processing document and save it on your computer.

Can I reply to messages and alerts?

If you have enrolled your mobile device for text messages, we may send you texts about suspicious activity for your Wells Fargo EasyPay Card. You can reply by text to these messages.

For security reasons, you cannot reply to automated account alerts such as balance summary, posted check, and other notifications.

I’m not receiving email alerts. What should I do?

There are a few things you should check to determine why you’re not receiving email alerts in your external email:
  1. First, check your spam or bulk folders. If alerts appear in your spam or bulk folders, please add Wells Fargo to your address book.
  2. Second, check Message Center to ensure an alert was generated for the Wells Fargo EasyPay Card. Alerts are always sent to Message Center in addition to your external email address.

If you see alerts in your Message Center (but not in your external email or spam folder), please verify that you provided the correct email address for alert notifications. Access Manage Alerts through the More menu and select the alerts you’re subscribed to in order to verify the email address and to make sure the required fields are completed.

What kind of response time can I expect on emails I send to Customer Service?

We make every attempt to respond to our customers within 24 hours of receiving your question via email.

Why do you send responses to my questions to Message Center?

Message Center is the most reliable and secure way to receive responses from us that may include account numbers and other personal information.

ATM/Debit/Prepaid Card Activity Alerts

If I subscribe to Prepaid Card Activity Alerts, will you still monitor my Wells Fargo EasyPay Card for out-of-pattern activity?

Absolutely. These alerts supplement the current fraud detection measures we have in place. We regularly review your Wells Fargo EasyPay Card for out-of-pattern activity.

What should I do if I don’t recognize a transaction listed in an alert?

If you don’t recognize a transaction, please call us immediately at 1-800-TO-WELLS (1-800-869-3557). Phone Bankers are available 24 hours a day, 7 days a week.

Why did I receive a phone call and/or text message asking me to verify transactions performed with my Wells Fargo EasyPay Card?

We use multiple methods to help protect our customers against potential fraud.  In addition to the ATM/Debit/Prepaid Card Activity Alerts, you may receive a phone call or text message asking you to verify one or more transactions.

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

Sometimes merchants that do business over the internet, by mail, or by phone order are located outside the United States, so these transactions originate from an international location even though the cardholder did not travel outside the United States. However, if you don’t recognize a transaction, please call us immediately at 1-800-TO-WELLS (1-800-869-3557). Phone Bankers are available 24 hours a day, 7 days a week.

Why are the transaction amounts shown in my Prepaid Card Activity alerts different from the actual amounts of the transactions?

The amount shown in the alert reflects the transaction amount sent by the merchant for approval or authorization. The final posted amount may vary. Some merchants, such as hotels and car rental agencies, may request an authorization for an estimated amount of the charges you may incur. Other merchants may send a $1 authorization request to check that your card is open and active.

Why is there a delay in receiving a Prepaid Card Activity alert?

We process alerts when each transaction comes to Wells Fargo and this will generate an alert to your secure inbox and any other delivery method (e.g., email) 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 outside of Wells Fargo’s control.

I expected to receive one of the Prepaid 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 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, we will only send an alert if the transaction is $5.01 or higher.

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

If your card number changes as a result of ordering a replacement card, we’ll do our best to automatically transfer the alert subscriptions to your new card number. To verify your current alerts subscription at any time, sign on to Wells Fargo Online and select Manage Alerts through the More menu. To re-subscribe, simply re-select your alerts.

Will I receive more than one Prepaid Card Activity alert in a day?

We will send you an alert for each transaction that meets the alert criteria and your preset amount.

What if a transaction qualifies for more than one alert?

If a transaction qualifies for more than one alert, we may only send you a single alert for that transaction.  For example, if you signed up for the Online, Phone or Mail Order purchase alert with a preset amount of $25.00 and the Single Purchase alert with a preset amount of $25.00 and you make a purchase over the internet for $30.00, we will only send you one alert.

How long do Unusual Prepaid Card Activity alerts stay in Message Center?

Prepaid Card Activity alerts will stay in Message Center until the expiration date listed next to the message, unless you delete them sooner. To save a message or alert for longer than the expiration date that’s listed next to the message, copy and paste the text into a word processing document and save it on your computer.

Where can I learn more about what Wells Fargo Alerts are available to me and how to sign up for Wells Fargo Alerts?

You can learn more about the types of alerts we offer by clicking here.

You can read our Alert FAQs and learn how to enroll in text message alerts by clicking here.