At Holvi, keeping your money and business account safe is our top priority. We use intelligent fraud monitoring tools to detect suspicious card activity in real time.
To give you faster control and protect your funds without unnecessary delays, we’ve introduced automated SMS card safety alerts. Here is how the system works and what to do if you receive an alert.
How it works
If our automated fraud monitoring system detects a transaction that appears suspicious or matches known fraud patterns:
- Automatic decline and temporary block: The transaction will be declined immediately to prevent unauthorised charges and your card will be temporarily blocked for your protection.
- Instant SMS and email alert: We’ll immediately send an SMS text message and an email to your registered contact details with information about the flagged transaction.
- Your response unlocks next steps: Reply directly to the SMS to confirm whether or not you attempted the payment.
Responding to an SMS alert
1.Review the transaction details:Check the merchant name and amount in the SMS.
Read the message carefully to see if you recognise the charge, amount and merchant name.
2.Reply directly via text:
- If it WAS you: Reply YES. Your card will be automatically unblocked immediately, allowing you to retry the transaction straight away.
- If it WAS NOT you: Reply NO. Your card will remain securely blocked to prevent further fraudulent activity.
3.Next steps if unrecognised (reply NO):
If you reply NO, please reach out to Holvi Support right away to:
- Order a replacement card.
- File a formal dispute/chargeback for any unauthorised transactions.
Frequently Asked Questions
Why did my card get blocked if I made the transaction myself?
Our security filters flag payments based on specific risk indicators (such as unusual merchant locations, unexpected online platforms, or high-risk transaction amounts). If a payment triggers a safety rule, we temporarily pause card activity until you confirm it was intentional - helping keep your account and funds completely safe.
What should I do if I didn't receive an SMS?
Card payments might get declined for a number of reasons, not just when preventing fraud. If your card was declined and you didn't receive a text, log in to the Holvi app to check your card status or contact Holvi Support for assistance. Always ensure your phone number is up to date in your profile settings.