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FRAUD Alerts & Notifications

Learn how to identify, respond to, and manage fuel card fraud alerts. This article explains email and text alert options, how to enroll in text notifications, and additional security features available to help protect your fuel cards and account.

Text Message Fraud Alerts 

Our fraud monitoring system is designed to help protect your fuel cards and your company from potentially fraudulent activity. Transactions may trigger a fraud alert for a variety of reasons based on the system's monitoring criteria.

Unfortunately, we are unable to manually adjust or loosen the fraud monitoring criteria to reduce the number of alerts received. Some transactions may continue to trigger alerts even when they are legitimate.

In most cases, a fraud alert is simply a notification and does not mean your card has been blocked. However, if the system identifies activity that presents a significant fraud risk, additional security measures may be taken, including temporarily or permanently blocking the card.

As your card continues to be used, the system may become more familiar with the card's normal spending patterns, which can help reduce unnecessary alerts over time.

Email Fraud Alerts

The most common fraud alert is sent by email. These alerts are automatically generated by the Fraud Department and routed to the administrator email addresses on your account.

You can have up to four email addresses on file to receive these notifications.

When you receive a fraud alert:

  1. Review the transactions listed in the email.
  2. Reply All to the email so the Fraud Department receives your response.
  3. Reply "YES" if your company initiated the transactions.
    • No further action will be taken.
  4. Reply "NO" if you do not recognize the transactions.
    • The card will be permanently blocked.

Important: Failure to respond to a fraud alert in a timely manner may result in the card being temporarily or permanently blocked while the transactions are verified.

These email alerts are commonly used for Vehicle Cards, particularly accounts where multiple drivers may use the same vehicle card.

Text Message Fraud Alerts 

For accounts using Driver Cards, we can also enable text message fraud alerts.

This option allows drivers to receive real-time notifications directly on their mobile devices when Comdata's fraud monitoring system identifies a suspicious transaction.

Benefits of Text Alerts

  • Confirm, deny, or override transactions directly from a mobile device.
  • Receive fraud notifications in real time.
  • Help continue using the card when a transaction is flagged.
  • Drivers can receive notifications for certain non-fraud-related declines, such as an incorrect Driver ID.
  • Up to two administrator email addresses can also receive backup notifications.

Standard mobile data and text messaging rates from your phone provider may apply.

How to Set Up Text Alerts

To enroll your cards in the text alert program:

  1. Email fuel@bridgehaul.com with:
    • A list of the cards you would like to enroll.
    • A valid mobile phone number associated with each card.
    • Optional administrator email address(es) for backup notifications.
  2. Wait for BridgeHaul to confirm that messaging has been enabled.
  3. Once confirmed, have each driver text IN to 57911 from the mobile phone associated with their card.
  4. The driver will receive a confirmation text once enrollment is complete.

Note: Your text messages and emails may reference Bennett because your account is processed under Bennett International. This is expected and does not indicate fraudulent activity.

Once enrolled, drivers will receive text messages when Comdata's fraud detection system flags a purchase as suspicious.

Can Fraud Alerts Be Turned OFF? 

At this time, we cannot manually adjust the fraud monitoring criteria or prevent legitimate transactions from occasionally generating alerts. These security measures are in place to help protect your account and company funds.

However, we offer OneClick, a security feature that can help reduce the number of fraud alerts while adding an additional layer of protection.

What Is OneClick?

OneClick allows drivers to unlock their fuel card directly through the BridgeHaul Mobile App.

The process is simple:

  1. The driver logs in to the BridgeHaul Mobile App.
  2. The driver unlocks their card.
  3. The card is available for fueling for 10 minutes.
  4. After 10 minutes, the card automatically locks again.

This provides greater control over when a card can be used and can help reduce unnecessary fraud alerts.

If you are interested in enabling OneClick for your account, please contact our Fuel Support Team. You can also review our OneClick knowledge article for additional information.

Need Help?

If you have questions about a fraud alert, need clarification on a transaction, or would like to learn more about your available fraud protection options, please contact our Fuel Support Team.

Fuel Support
📧 fuel@bridgehaul.com
📞 470-531-2021