Zelle ® is a fast, safe and easy way to send money directly between almost any bank or credit union account in the U.S., typically within minutes 1 . With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank 1 . *See Disclaimer

FAQs Archive - Page 10 of 20

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

Q: How does Zelle® work?

When you enroll with Zelle ® through your Trustco Bank app, your name, the name of your bank/credit union, and the email address or U.S. mobile number you enrolled is shared with Zelle ® (no sensitive account details are shared – those stay with Trustco Bank). When someone sends money to your enrolled email address or U.S. mobile phone number, Zelle ® looks up the email address or mobile number in its "directory" and notifies Trustco Bank of the incoming payment. Trustco Bank then directs the payment into your Trustco Bank account, all while keeping your sensitive account details private. *See Disclaimer

Q: What if I get an error message when I try to enroll an email address or U.S. mobile number?

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 Trustco Bank 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 Trustco Bank account so you can start sending and receiving money with Zelle ® through the Trustco Bank mobile app. Please call Trustco Bank customer support toll-free at 1-800-670-3110 for help. *See Disclaimer

Q: How do I get started?

It's easy — Zelle ® is already available within the Trustco Bank mobile app! Check our app and follow a few simple steps to enroll with Zelle ® today. *See Disclaimer

Q: How do I use Zelle®?

You can send, request, or receive money with Zelle ® . To get started, log into Trustco Bank's mobile app and select "Payments" then "Send Money with Zelle ® ". Following the prompts, enter the information requested, accept the terms and conditions, and you're ready to start sending and receiving with Zelle ® . To send money using Zelle ® , simply select someone from your mobile device's contacts (or add a trusted recipient's email address or U.S. mobile phone number), add 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 1 . To request money using Zelle ® , choose "Request," select the individual from whom you'd like to request money, enter the amount you'd like to request, include an optional note, review and hit "Request" 2 . If the person you are requesting money from is not yet enrolled with Zelle ® , you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their mobile phone number. 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 Trustco Bank account, typically within minutes 1 . *See Disclaimer

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