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Managing your Shopify Balance card security

This guide explains how to safeguard your Shopify Balance card and respond to security concerns. You can reset your card’s PIN, lock or unlock your card when it’s lost or stolen, and dispute incorrect transactions. Shopify Balance also monitors card activity for unusual transactions and sends fraud alerts to help you identify and address potential fraud.

For more information about disputing charges, refer to disputing a charge on your Shopify Balance account. If your Shopify Balance account has been compromised, then you should take immediate action to secure your Shopify Balance account.

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Fraud alerts on your Shopify Balance card

Shopify Balance monitors your card transactions for signs of unusual or suspicious activity. If a suspicious transaction is detected, then you receive an SMS fraud alert. This alert asks you to confirm whether you authorized the transaction or if you want to cancel your card. If you don't respond within 24 hours, then the transaction is declined.

SMS fraud alerts are sent from +1 678 572 6998 to the phone number associated with your Shopify Balance card, and include transaction details such as the amount, vendor name, and the last digits of your card. These alerts are automatically activated to help maintain your account's security.

Update your phone number

You can update your phone number to receive SMS fraud alerts from your Shopify admin.

Steps:

Desktop

  1. From your Shopify admin, go to Finance.

  2. In the Accounts section, tap a Shopify Balance account.

  3. In the Cards section, click a card that's associated with the cardholder that you want to change the details of.

  4. Click Vertical menu, and then click Cardholder details.

  5. In the Phone Number section, click Edit.

  6. Click Save.

Mobile

  1. From the Shopify app, tap the Menu icon.

  2. Tap Finance.

  3. In the My cards section, tap a card that's associated with the cardholder that you want to change the details of.

  4. Tap Vertical menu, and then tap Cardholder details.

  5. In the Phone section, enter a new phone number.

  6. Tap Save or ✓.

Staff card notifications

If you issue Shopify Balance cards to your staff, then fraud alerts are sent to the phone number associated with the staff member’s card.

If a fraud alert is triggered, then the authorized representative (AR) on the account also receives an email notification. ARs are responsible for monitoring staff card usage and ensuring phone numbers are up to date. ARs can remove staff cardholder access and cancel cards at any time.

Responding to a fraud alert

You can respond to a fraud alert directly from the SMS that you receive by replying with one of the following keywords:

  • YES: Confirms that the transaction is authorized. The transaction can be retried immediately and no further action is required.
  • NO: Confirms that the transaction is unauthorized. Your card is canceled immediately, and the following actions are taken:
    • For virtual cards, a new virtual card is automatically issued.
    • For physical cards, you can order a replacement card by confirming your shipping address.
  • STOP: Opts you out of receiving fraud alerts by SMS. This isn’t recommended because you won’t receive future alerts and might miss critical security notifications.
  • START: Opts you back into fraud alerts by SMS.

Reset your Shopify Balance card PIN

You can reset your Shopify Balance card's PIN. However, if you change the phone number associated with your card, then you must wait 24 hours before you can change your PIN.

Steps:

Desktop

  1. From your Shopify admin, go to Finance.

  2. In the Accounts section, click a Shopify Balance account.

  3. In the Cards section, click the card that you want to reset the PIN for.

  4. Click Vertical menu, and then click Reset PIN.

  5. Enter a four-digit PIN, and then click Next.

  6. Re-enter your PIN, and then click Confirm.

  7. Enter the confirmation code sent to you by text message, and then click Reset PIN.

Shopify app

  1. From the Shopify app, tap the Menu icon.

  2. Tap Finance.

  3. In the My cards section, tap the card that you want to reset the PIN for.

  4. Tap Vertical menu, and then tap Reset PIN.

  5. Enter a four-digit PIN, and then tap Next.

  6. Re-enter your PIN, and then tap Confirm.

  7. Enter the confirmation code sent to you by text message, and then tap Reset PIN.

Shopify Balance mobile app
  1. From the Shopify Balance mobile app, tap the Wallet icon.
  2. Tap the card that you want to reset the PIN for.
  3. Tap Vertical menu, and then tap Reset PIN.
  4. Enter a four-digit PIN, and then tap Continue.
  5. Re-enter your PIN, and then tap Continue. If you're using the Shopify Balance mobile app on the device for the first time, then you're prompted to verify your identity using your passkey or Face ID.

Lock your Shopify Balance card

If your Shopify Balance card is lost or stolen, then you need to lock it so that no one else can use it.

For security reasons, you might receive a prompt to authenticate your account again.

Steps:

Desktop

  1. From your Shopify admin, go to Finance.

  2. In the Accounts section, click a Shopify Balance account.

  3. In the Cards section, click the card that you want to lock.

  4. Click Lock card.

Shopify Balance mobile app
  1. From the Shopify Balance mobile app, tap the Wallet icon.
  2. Tap the card that you want to lock.
  3. Tap Lock. You're prompted to verify your identity using your passkey or Face ID.

Unlocking your Shopify Balance card

To unlock your Shopify Balance card, click Unlock card and then confirm the action by clicking Unlock card again on the Shopify Balance card page in your Shopify admin.