Zelle^®

You can only cancel a payment if the recipient hasn’t enrolled with Zelle^® yet. To check if a payment is pending:

• In the Zelle^® payment service, tap on the "Activity" option.
• Locate the pending payment you want to cancel.
• Tap on the "Cancel" button.

• If the recipient is already enrolled with Zelle^®, the money will be sent directly to their bank account. The Zelle^® payment service should only be used to send money to people you trust (i.e. friends and family). Once the payment is sent to an enrolled Zelle^® participant, the payment cannot be canceled, disputed, or reversed.

When sending money, we'll default to the last account you used. To use a different account, select "From Account" on the "Enter Amount" screen and select the account you want to use.

See the status of your payments on the Send Money with Zelle^® activity screen in the Star One Mobile App.

The Zelle^® payment service should only be used to send money to people you trust such as friends and/or family. Once a payment is sent to Zelle^® participant, it cannot be canceled, disputed, or reversed.

You may add the recipient's email address and/or U.S. mobile number to your mobile device's contact list. Once added, you may search the recipient by name in the search box under the "Select Recipient" screen.

Alternatively, you may type in the recipient's email address or U.S. mobile number directly in the search box under the "Select Recipient" screen and tap the "Next Step" button. This will allow you to send money to a recipient not listed in your mobile device's contact list. However, this will not save the receipient's contact information into your list for future payments. You will need to manually type it each time a payment is sent.

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 move 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.

If you don't know the person, or aren't sure you will get what you paid for (for example, items bought from an on-line bidding or sales site), we recommend you do not use Zelle^® for these types of transactions. Payments made through Zelle^® are intended for people you trust. Neither Star One nor Zelle^® offers protection for any authorized payments made with Zelle^®. For example, if you make a purchase using Zelle®, but you do not receive the item or the item is not as described or as you expected. Once the payment is sent to an enrolled Zelle^® participant, the payment cannot be canceled, disputed, or reversed.

If you send money to an email address or U.S. mobile number for someone other than your intended recipient and the unintended recipient isn't willing to send the money back to you, you will be unable to recover these funds. Therefore, you should only send payments to trusted individuals (i.e. friends and family) as payments submitted through Zelle® cannot be canceled, disputed or reversed.

If your recipient didn't receive the money because they didn't enroll with Zelle^®, ask them to complete their enrollment to receive the payment. Additionally, you may cancel the payment in the Zelle^® activity page or after the payment expires and the money is returned to your account, you may send the money again.

If your recipient hasn't yet enrolled with Zelle^®, they'll get an email or text notification letting them know that money is waiting for them. They will be prompted to follow a few steps to get started in order to enroll and receive their money. If your recipient doesn't enroll, they won't receive the money. The payment will expire in 14 days and the money will go back into your account.

Yes. If your recipient has already enrolled with Zelle^®, they'll receive an email or text notification that money has been received. If they haven't yet enrolled, they'll get an email or text notification with information on how to enroll and receive their money.