Frequently Asked Questions

You can send, request, or receive money with Zelle®.

1. To get started, log into digital banking or your mobile app, navigate to Make a Transfer and select "Send Money with Zelle^®". Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you're ready to start sending and receiving with Zelle®.
2. To send money using Zelle®, simply add a trusted recipient's email address or U.S. mobile phone number, enter the amount you'd like to send and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes.¹⁶
3. To request money using Zelle®, choose "Request," select the individual(s) from whom you'd like to request money, enter the amount you'd like to request, include an optional note, review and hit "Request".¹⁸
4. To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle®.

If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your Ascend account, and will be available typically within minutes.¹⁶

If you have not yet enrolled with Zelle®, follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.
2. Select Ascend.
3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification – you should enroll with Zelle® using that email address or U.S. mobile number where you received the notification to ensure you receive your money.

It's easy – Zelle® is already available within digital banking and our app! Check our app or sign-in online and follow a few simple steps to enroll with Zelle® today.

You can find a full list of participating banks and credit unions live with Zelle® here.

If your recipient's financial institution 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.

When you enroll with Zelle® through your Online Bill Pay account, or mobile banking app, your name, the name of your financial institution, and the email address or U.S. mobile number you enrolled is shared with Zelle® (no sensitive account details are shared – those stay with your financial institution).

When someone sends money to your enrolled email address or U.S. mobile number, Zelle® looks up the email address or mobile number in its "directory" and notifies your financial institution of the incoming payment. Your financial institution then directs the payment into your bank account, all while keeping your sensitive account details private.

In order to use Zelle®, the sender and recipient's bank accounts must be based in the U.S.

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.