smsGuardian FAQ

Are there security features in place to protect cardholder information?
Your full card information is not included in the smsGuardian text message.
What happens if I don't reply to a text?
If no confirmed fraud response is received from you, the message will time out after twelve hours and your debit card will remain active.
What do I do if a transaction is valid?
Nothing, simply ignore the text. No reply from you indicates to the system that the transaction is good.
Can I receive a text alert and a call from a Fraud Center representative?
Yes, because your card is protected by smsGuardian and our Fraud Center, you may receive the smsGuardian text as well as a call from our Fraud Center.
Will the text appear to be from smsGuardian or Chain Bridge Bank?
The text message will appear as follows: CBB Guardian Alert on card XXXX at [location of transaction] for
$[Amount of transaction]- ReplyAA1234NO if unauthorized. Reply STOP to cancel alerts.
If I respond "NO..." to a text, how long will it take to block the card?
smsGuardian’s incoming text messages are placed in the highest priority queue at our Fraud Center. Responses are reviewed and blocks are placed as soon as possible.
Can I set the service to not disturb me during certain periods of time?
Yes, you can enable the “Do Not Disturb” option for periods of time that you do not want to receive alerts. The text will be sent when the time period is over.
What do I do if I need help?
The cardholder may reply to an alert message with the word HELP. They may also click on the “Service Usage Guide” link on the Website or call (888) 868-8611. The cardholder can also call the main branch number 703-748-2005.
How do I stop receiving smsGuardian Alerts?
You may discontinue the receipt of Alerts immediately by texting the word “STOP” (without quotes) in reply to a Guardian Alert. You may unsubscribe from this service entirely on the Website. Cardholders can also discontinue alerts by texting the word STOP to 27576.
Do cardholders receive renewal notifications?
A renewal notification will be sent to the device six days prior to expiration. Three renewal text message attempts will be made before the device is set to expire. If the cardholder does not respond the device will be removed from smsGuardian upon expiration.
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** Data usage, message or other charges may apply. Contact your mobile carrier provider for details.

Cardholders will receive an alert message every 30 days reminding them of the subscription if their mobile service provider is Sprint, Nextel, Boost, or Virgin. The alert message will display as: “Reminder: You have subscribed to Guardian transaction alerts for [Chain Bridge Bank].
Message and data rates may apply. Reply HELP for help. Reply STOP to cancel.”

Please click here to view the Terms and Conditions.

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