Frequently Asked Questions

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 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, we recommend contacting the recipient and requesting the money back. If you aren't able to get your money back, please contact member service.

Scheduled and recurring payments are features provided by Ascend in our online banking and app and are not features of Zelle®. Please contact customer services with any questions concerning scheduling or recurring payments.

You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

Money sent with Zelle® is typically available to an enrolled recipient within minutes.¹⁶

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 available in your recipient's account, typically within minutes.¹⁶

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.

Yes! They will receive a notification via email or text message.

Keeping your money and information safe is a top priority. When you use Zelle® within our app or online banking, your information is protected with the same technology we use to keep your account safe.

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® for these types of transactions.

These transactions are potentially high risk (just like sending cash to a person you don't know is high risk). Neither Ascend 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.

Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our customer support team and ask them to move your email address or U.S. mobile phone number to your financial institution so you can use it for Zelle.

Once customer support moves your email address or U.S. mobile phone number, it will be connected to your credit union account so you can start sending and receiving money with Zelle through our app and online banking. Please call your financial institution's customer service for help.

Zelle® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor.¹⁷

Since money is sent directly from your bank account to another person's bank account within minutes, Zelle® should only be used to send money to friends, family and others you trust.¹⁶

Neither your financial institution 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.