SMS Guardian FAQ's

  • Question:  Are there security features in place to protect my card information?

    • Answer:  Yes, we do not provide full cardholder information in any of the smsGuardian text message. We will provide the last 4-digits of the card number. This service is PCI security standards compliant.

  • Question: What happens if I don’t reply to a text?

    • Answer: Nothing, if no confirmed fraud response is received in 12 hours, the text message times out. Since we have told you not to respond to non-fraud texts, we will consider the transaction good.

  • Question: Can I receive a text alert and a call from a Prism Risk Management/Fraud Center Analyst?

    • Answer: Yes, because these are two different products and it is possible that you can receive a text and a call. It is indicated in Prism when a transaction has had an alert sent to the cardholder via text. When a cardholder provides the NO code on a text, this is sent to PRISM with the highest priority. The next available analyst would work the fraud case as a result of the text, hard block the card, and notify our customer service. An analyst that works the case according to the PRISM trigger would be able to review the card and see that the card has been blocked due to fraud and work accordingly.

  • Question: Will the text appear to be from smsGuardian or Ann Arbor State Bank?

    • Answer: The text will make reference to a short name tied to Ann Arbor State Bank followed by Guardian alert.  We used A2SB and Guardian Alert to identify where the text was coming from.

  • Question: If I respond “NO” to a text, how long will it take to block?

    • Answer: The text response is placed in the highest priority in the Risk Management/ Fraud Department. The next available analyst will receive the fraud case and hard block the card. The analyst will go through the appropriate channels of notifying customer service at the bank of the fraud and working the case.

  • Question: Will I receive renewal notifications?

    • Answer: Yes, a renewal notification will be sent to the device six days prior to the expiration. Three 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 smsGuardian upon expiration. If you renew the device multiple times, it will extend an additional year for each extra click. So if you want to renew for 5 years, click the renewal button 5 times. When you click renew, you will have to send a message each time to the system similar to the original enrollment text message. You will need to reply to the short code 5 times.

  • Question: If I have a do-not-disturb window setup and an alert occurs, does smsGuardian send a text when the do-not-disturb window is off?

    • Answer: Yes, a message will be sent once the do-not-disturb window is off. If you have your do not disturb set from 11:00 pm to 6:00 am and 1 or more alerts are created during this time frame, the alert messages will be set to you starting at 6:00 am, when you are accepting text alerts.

  • Question: Can I transfer funds or view my balance using smsGuardian?

    • Answer: No, smsGuardian is only used to alert you about your debit card activity and possible fraud.