FAQs Archive - Page 3 of 13

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

Q: I'm unsure about using Zelle® to pay someone I don't know. What should I do?

If you don't know the person, or aren't sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle ® . These transactions are potentially high risk (just like sending cash to a person you don't know is high risk). 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

Q: Who can I send money to with Zelle®?

You can send money to friends, family and others you trust even if they have a different bank or credit union 1 . Since money is sent directly from your Trustco Bank account to another person's bank account within minutes 1 , 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 phone number. *See Disclaimer

Q: Is my information secure?

Keeping your money and information safe is a top priority for Trustco Bank. When you use Zelle ® within our mobile app, your information is protected with the same technology we use to keep your Trustco Bank account safe. *See Disclaimer