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FAQs Archive - Trustco Bank

Q: How long does it take to receive money with Zelle®?

Money sent with Zelle ® is typically available to an enrolled recipient within minutes. If you send money to someone who isn't enrolled with Zelle ® , they will receive a notification prompting them to enroll. After enrollment, the money will be sent directly to your recipient's account, typically within minutes. If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle ® and that you entered the correct email address or U.S. mobile phone number. If you're waiting to receive money, you should check to see if you've received a payment notification via email or text message. If you haven't received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number. Still having trouble? Please give the Trustco Bank customer support team a call toll-free at 1-800-670-3110 or get in touch through our support page . *See Disclaimer

Q: Someone sent me money with Zelle®, how do I receive it?

If you have already enrolled with Zelle ® , you do not need to take any further action. The money will be sent directly into your Trustco Bank account, typically within minutes 1 . If you have not yet enrolled with Zelle ® , follow these steps: Click on the link provided in the payment notification you received via email or text message. Select Trustco Bank. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile phone number where you received the payment notification - you should enroll with Zelle ® using that email address or U.S. mobile phone number to ensure you receive your money. *See Disclaimer

Q: What if I want to send money to someone whose bank or credit union doesn't offer Zelle®?

You can find a full list of participating banks and credit unions live with Zelle ® here. If your recipient's bank or credit union isn't on the list, don't worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle ® by downloading the Zelle ® app for Android and iOS. To enroll with the Zelle ® app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa ® or Mastercard ® debit card with a U.S. based account (does not include U.S. territories). Zelle ® does not accept debit cards associated with international deposit accounts or any credit cards. *See Disclaimer

Q: Can I cancel a payment?

You can only cancel a payment if the person you sent money to hasn't yet enrolled with Zelle ® . To check whether the payment is still pending because the recipient hasn't yet enrolled, you can go to your activity page, choose the payment you want to cancel, and then select "Cancel This Payment." If you do not see this option available, please contact our customer support team at 1-800-670-3110 for assistance with canceling the pending payment. If the person you sent money to has already enrolled with Zelle ® , the money is sent directly to their bank account and cannot be canceled. This is why it's important to only send money to people you trust, and always ensure you've used the correct email address or U.S. mobile number when sending money. If you sent money to the wrong person, please immediately call our customer support team at 1-800-670-3110 so we can help you. *See Disclaimer

Q: Can I use Zelle® internationally?

In order to use Zelle ® , the sender and recipient's bank or credit union accounts must be based in the U.S. *See Disclaimer

Q: What types of payments can I make with Zelle®?

Zelle ® is a great way to send money to friends, family, and people you are familiar with such as your personal trainer, babysitter, or neighbor 1 . Since money is sent directly from your Trustco Bank account to another person's bank account within minutes 1 , Zelle ® should only be used to send money to friends, family, and others you trust. Neither Trustco Bank nor Zelle ® offers a protection program for any authorized payments made with Zelle ® – for example, if you do not receive the item you paid for or the item is not as described or as you expected. *See Disclaimer