Relay fraud alerts are automated notifications sent by email and SMS when Relay detects a card transaction that may be unauthorized on your account.
Who receives fraud alerts?
Every Relay account holder receives fraud alerts automatically. You do not need to enable them.
Any team member with a Relay Visa® Debit Card or Relay Visa® Credit Card assigned to them
Owners and admins on the account
Anyone whose email address and mobile phone number are on file for login and two-factor authentication
How do Relay fraud alerts work?
When Relay's fraud detection system flags a card transaction as potentially unauthorized, it sends you an alert and pauses further card activity until you respond.
The system identifies a suspicious card transaction based on merchant, amount, location, or spending pattern.
You receive an email at your login address and an SMS at the mobile number registered for two-factor authentication.
You confirm the transaction as legitimate or decline it as unauthorized by replying to the alert.
If you do not respond within 48 hours, Relay declines the transaction automatically.
Future card transactions are held until you respond to the outstanding alert.
How will Relay contact me about a suspicious card transaction?
Relay contacts you by email at your login address and by SMS at the mobile number you registered for two-factor authentication.
Email is sent to the address you use to log in to Relay
SMS is sent to the mobile number listed for 2FA
Alerts never ask for your password, PIN, or full card number
Keep your contact details current under Settings, so alerts reach you the moment they are sent.
What should I do if I did not receive a fraud alert?
If a card transaction was blocked and you did not receive an alert, your contact information may be out of date or your mobile carrier may have filtered the SMS.
Call Relay Support at +1-888-205-9304, Monday to Friday, 9am to 8pm ET. Have your card number ready and expect to answer security verification questions before support can review the alert.
How do I know a fraud alert I received is legitimate?
A legitimate Relay fraud alert comes from a Relay email domain or Relay's registered SMS short code, references a specific transaction, and never asks for your password, full card number, PIN, or Social Security Number.
Signs the alert is legitimate:
The email is sent from a
@relayfi.comaddressThe SMS comes from Relay's registered short code
The message references a specific transaction (merchant name, amount, date)
The reply options are limited to confirming or declining that transaction
Signs the alert may be a phishing attempt:
The message asks for your password, PIN, full card number, or Social Security Number
The link points to a domain that is not
relayfi.comThe sender pressures you to act "immediately" with a vague threat
The message asks you to install software or share a verification code
If you are unsure, do not click the link. Log in to Relay directly and check your notifications, or call Relay Support at +1-888-205-9304.
What is included and what is not
Included:
Automated fraud detection on Relay Visa® Debit Card and Relay Visa® Credit Card transactions
Email and SMS notification for suspicious card transactions
A 48-hour window to confirm or decline the flagged transaction
Automatic decline when no response is received within 48 hours
Not included:
Fraud review for ACH transactions, wire transfers, or check payments, which are handled through a separate review process
Outbound phone calls from Relay asking for card information (Relay does not initiate cold calls of that kind; see the Call Check article below)
Reversal of transactions you confirmed as legitimate at the time of the alert
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