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Digital Banking FAQ

Current digital banking users

Access

  • Will I need to re-enroll or re-download new app?

    If you’re already enrolled in online banking, there will be no need to re-enroll.

    If you’re already using the CPB mobile banking app, you will need to delete the current CPB mobile app from your phone and download the new CPB mobile app. You will find it at the Apple App Store or Google Play Store at launch.

  • Will I have to reset my login or password?

    No. 

    In the new platform, your current online banking login ID and password will provide you digital banking access through the browser AND the app. 

    • You should not need to reset your current login and password, but if you have trouble, please use the Forgot Password feature from the login page.
    • If you previously set up a password specifically for mobile banking login, you will no longer use that password to login through the mobile app. Instead you will use the same password that you created for online banking (browser) login.

    When logging in to digital banking for the first time, either through online banking (browser) or the mobile banking app, you’ll be prompted to set up new security questions and answers.

  • Why is the login and password that I used for the old mobile banking app no longer needed?
    CPB customers asked us to simplify the digital banking login process and we listened to that feedback. The new digital banking products share a single username and password, which can be used to login from any device.
  • What system requirements are needed?

    For this online service, we have a list of recommended browsers here, and we support the two most recent versions of the browsers listed. 

    Some areas of our site may require the use of Adobe Acrobat Reader. Other browsers and operating systems may work effectively; however, we do not test against them and therefore your experience may vary. We regularly monitor and test browsers to ensure the highest security standards.

  • How do I reset my password?

    To reset your password:

    • From either our cpb.bank login or the mobile app, click Forgot Password (located below or next to the Login button).
    • On this screen, input your username and date of birth (mm/dd/yyyy), enter your info and click submit.
    • You will be prompted to verify your identity with our out-of-band authentication process. Typically, this is a text message or phone call.
    • After authenticating, you will need to input your new password and click Set Password to submit. Passwords must be 8 to 32 characters long and must contain the following: One Letter (upper or lower case), One Number (0-9), and a Special Character ([email protected]#$%^&*()_+-={}|:;?,./).
  • How do I update my password or username?

    To update your password:

    • Log in and navigate to the Password page.
      • From your browser, you can do this by selecting Password from the Profile menu.
      • From the CPB mobile banking app, you can do this by going to the Settings page using the navigation menu. From the Settings page, click Profile, then Password.
    • From the Password page, you will need to input your existing password, your new password, then reenter your new password.
      • Passwords must be 8 to 32 characters long and must contain the following: One Letter (upper or lower case), One Number (0-9), and a Special Character ([email protected]#$%^&*()_+-={}|:;?,./).
    • Click Update to submit.

    To update your username:

    • Log in and navigate to the Username page.
      • From your browser, you can do this by selecting Username from the Profile menu
      • From the CPB mobile banking app, you can do this by going to the Settings page using the navigation menu. From the Settings page, click Profile, then Username.
    • From the Username page, you will need to input your new username and reenter your new username to confirm.
      • Usernames must be between 8 and 26 characters long and special characters are allowed. Your username is not case sensitive.
    • Click Update to submit.
  • Will I be locked out if I input the wrong username or password?
    After five (5) failed attempts, your account will be locked. To unlock your account, contact our Customer Service Center at 808-544-0500 or toll-free at 1-800-342-8422.
  • Will access to the upgrade be the same for foreign customers?
    Yes. CPB customers with foreign addresses will have the same access to the new digital banking applications as our domestic customers. However, foreign customers will have limitations regarding Bill Pay, Zelle, and External Transfers functions which are limited to customers who have US-based addresses and phone numbers.
  • I no longer see one of my accounts when I login – how do I add it?
    A CPB team member can help. Contact our Customer Service Center at 808-544-0500 or toll-free at 1-800-342-8422.
  • Who can I contact for help?

    From the digital banking app, you can send a secure message by clicking the Messages link on the top of the screen.

    On the Online Forms page, you can submit a debit card transaction dispute, a change of address request, or a travel notification.

    On the Account Activity page, you can use the envelope icon to send a secure Transaction Inquiry message regarding a particular transaction line item.

    You can also contact our Customer Service Center at 808-544-0500 or toll-free at 1-800-342-8422.

New Features

  • Are videos available so I can learn how to use the new features?

    Yes, how-to videos for the most commonly used functions – such as Accounts, Budgets, Spending and Transactions – can be found here.

    You may want to review responses to Frequently Answered Questions here.

    When logged into digital banking, a Help menu option is also available with how-to articles.

  • Are there any added fees or costs to use the new features?
    There are no fees associated with the new features; however, there are several functions that may have associated fees, where applicable. These include, but are not limited to: Stop Payments, Check Orders, Bill Payment (Expedited Same Day Delivery) and for receiving text messages (phone carrier fees apply).
  • What are the benefits of using the financial management tools that are available in the app?

    Central Pacific Bank has integrated an award-winning interface – designed by MX, a leading digital transformation innovator – to provide you with a seamless experience for viewing all your accounts (even ones from other financial institutions), transactions and balances in a single and centralized platform.

    The platform offers industry-leading accuracy and reliability for a best-in-class experience. The intuitive design enriches your transactional details and presents insightful information to promote empowered financial action.

  • Why is the digital banking design changing?

    As part of our RISE2020 innovation project, we’ve been upgrading our digital experiences including providing a powerful digital banking solution that is intuitive, easier to use and will better serve your changing needs.

    We are committed to investing in technology, as well as transforming our facilities, to provide you with even greater access to the financial services, tools and information to pursue your dreams.

  • I received an error message when I tried to make an External Transfer. Why did this happen?

    External Transfers may have varying limits, which are based on a variety of factors. For instance, if you attempt to schedule a transfer for more than your limit, or if the amount you’re requesting to transfer exceeds what is available in your account, an error message will be displayed.  

  • Is there a minimum amount to transfer to an external account?

    Yes. The minimum amount that you can transfer to an external account is $10.

  • Can Small Businesses utilize the External Transfers feature?

    No. Small business users on the new digital banking platform will not be able to utilize the External Transfers feature. We encourage small business users to upgrade to our Business Online Banking platform, in order to more securely and conveniently move funds to/from accounts at external financial institutions.

Account Personalization

  • Will my recurring transfers to other accounts convert?
    Yes, your recurring transfers will convert; however, we suggest you review your transfers to ensure everything is as it should be. Scheduled transfers will execute at 6:00 a.m. (HST) – previously it was at 8:30 p.m. (HST).
  • Will my scheduled transfers convert?
    Yes. Any transfers you’ve scheduled between your CPB accounts will carry over to the new system. Scheduled transfers will execute at 6:00 a.m. (HST) – previously it was at 8:30 p.m. (HST).
  • Will my bill payees and payments convert?
    Yes, your bill payees and payments will convert. However, we suggest you review your payments converted to ensure everything is as it should be.
  • Will my statement preferences convert?
    Yes, your statement preferences will convert.
  • Will my check deposit history convert?
    Yes, all deposit history will be available from the account history page. However, the deposits page of the new mobile application will only show record of the deposits made from the new app.
  • Will my deposited check images still be available?
    Yes.  There are no changes to this feature.
  • I have several accounts; will my account nicknames convert?

    Yes, your account nicknames will be converted. To add a nickname to your account, go to account details, click Change and Save. 

    If you no longer see one of your accounts when you login, call our Customer Service Center at 808-544-0500 or toll-free at 1-800-342-8422.

  • Will my alerts convert?
    No, alerts will not convert due to the enhanced alerts feature of the new platform. To set an alert, visit the Notification Settings page in the digital banking app. You can also visit the System Alerts page to set debit card and messaging alerts.
  • Will my Card Valet controls convert?

    Yes, your Card Valet controls will convert. Instead of using a separate Card Valet app, it’s preferred to manage your debit card experience in the new digital banking platform.

    Note: If you use our current Card Valet app you can expect to receive a notification that another user has registered your card when you move to the new integrated application.

  • Will my Card Valet alerts convert?
    If you’re already managing your cards with the Card Valet app, your alerts will not convert over to the integrated card management tool in our online platform. Your alerts will still exist within the standalone Card Valet app. To migrate fully to the integrated management tool, you can set up new alerts in our new digital banking platform.
  • Will my message conversations convert?
    No, secured messages will not carry over to the new digital banking platform.

Security

  • What is a security question?

    A security question is a “shared secret” between you and the digital platform, and it’s used as an identity authenticator.

    When setting up your CPB digital banking profile, you’ll be asked to answer security questions so that you can easily recover your account if you forget your password.

  • Why are the CPB digital banking security questions so annoyingly bizarre? They’re unlike any other security questions that I’ve ever come across.

    We agree; some of the questions are strange but there is good reason. The questions, which were provided by our security vendor, are intentionally unusual to safeguard your account from fraud.

    For other programs, you’ve probably seen questions such as, what was your high school mascot or the name of your first pet. While those types of questions may seem obscure to you, they might not be for a hacker. Quick internet-based research and some educated guests might be all a hacker needs to answer your security questions, reset your password and gain access to your account.

    Here’s a tip for security questions that might be too easy for the bad guys to guess: try adding a twist to your answer like writing it backwards, adding a date or adding a symbol.

  • What is Out of Band Authentication?

    Out of Band Authentication (OOBA) is a multi-factor authentication process that provides your account with an additional layer of security.

    If an unauthorized user gained access to your login credentials, the fraudster would be unable to complete a transaction without having access to your mobile phone or landline.

  • Why can’t I use an email address as an option for Out of Band Authentication?

    We do not offer email as an Out of Band Authentication (OOBA) option.

    We require the OOBA verification code to be sent by text or call to the phone number that you designate. You have the option of storing up to 3 different phone numbers in your digital banking profile.

    If you need to update the phone numbers connected to your profile, contact our Customer Service Center at 544-0500 or Toll Free at 1-800-342-8422.

     

  • When I use digital banking, what security measures are in place so that I know my data and account are being protected?

    We have several measures in place to ensure that your account and data are protected. They include:

    .Bank domain and industry level encryption

    CPB uses the .BANK domain, which is only available to verified members of the banking community. To use the .BANK domain, CPB is required to uphold robust security technologies and practices resulting in a more secure location for your online services.

    Encryption from your device and/or browser to our online and mobile banking platforms ensures the confidentiality of your transactions and sensitive. We use 256-bit encryption to guarantee that your data is protected with the highest level of security.

    24x7 fraud monitoring

    Automated systems and our dedicated Fraud team help to keep your accounts safe. Our fraud monitoring and detection systems are supported with specialized monitoring services focused on monetary transactions specific to External Transfers, Bill Pay, and Zelle.

    Multiple layers of intrusion prevention and detection

    Your accounts are kept safe behind multiple layers of protection including intrusion detection and preventions systems, web applications firewalls, and malware prevention systems that prevent cyberattacks against our mobile and online banking platforms.

    In the event of an attack, our incident response teams are swiftly alerted to take action.

    Risk-based, multi-factor and device authentication

    Artificial intelligence systems help our Fraud team protect your CPB accounts from unauthorized access. Out-of-band authentication and other security controls are activated when performing certain account activities as well as when suspicious activity or fraudulent threats are suspected.

    If unusual activity is detected on your account, a CPB team member will contact you by phone or email.

    Regularly performed security testing

    Regular testing is performed to ensure our security systems remain effective. Testing also detects and reduces vulnerabilities and threats to our online and mobile banking platforms, as well as our supporting technology systems.

    Threat intelligence monitoring

    We collaborate with threat intelligence organizations and practice preventing new cyber threats, which prepares our response teams and stakeholders in the event a perceived threat becomes reality.

    Dedicated cybersecurity and fraud professionals

    A team of security and fraud professionals are dedicated to the protection of your sensitive information and financial transactions.

     Automated account lockout 

    When you reach a certain threshold of failed logins with the wrong username, password or out-of-band authentication, your access to digital banking will be locked.

    To unlock your access, contact our Customer Service Center at 808-544-0500 or toll-free at 1-800-342-8422. 

  • What digital banking security tools are available to help me protect my information and account?

    There are several tools you can use to help you keep your account protected.

    • Add a layer of security by setting up customizable real-time notifications and alerts.
    • Take advantage of biometrics authentication by enabling login using fingerprint or facial recognition.
    • Use the Money Manager feature, a convenient dashboard that empowers you to monitor your financial transactions for suspicious activity across all your accounts, including with other banks, credit unions, credit cards and retirement funds.
    • Use the debit card management tool to oversee all debit cards that are associated with your CPB accounts, such as a family member’s card. This tool offers security features such as reporting cards lost or stolen, temporarily disabling cards, enabling alerts, restricting merchants and transaction types, setting region limits and transaction amount limits as well as blocking transactions over a certain amount.
    • Access online forms to conveniently submit travel notifications or dispute credit card transactions.
  • Other actions you can take to protect your information and accounts:
    • Log off when banking tasks are completed.
    • Close your browser or mobile app after use.
    • Avoid using untrustworthy laptops, tablets or mobile phones to access your account. If you must use a device that is not your own, never save your username and password on that device.
    • Ensure the contact information associated with your account (telephone numbers, address and email) remains current.
    • Monitor your account transactions on a regular basis.
    • To improve your digital security, avoid using the same username and password for multiple applications. And, if you have been using the same username and password for a long time you should change it.
  • How is my personal account protected against fraudulent digital banking transactions?

    If your account falls victim to unauthorized account activity, federal law, Regulation E (Electronic Fund Transfers Act) provides certain protections for consumer customers. Regulation E covers electronic fund transfers, such as ATM (automated teller machine) transfers, telephone bill-payment services, the use of a debit or credit card, or direct deposit activity either to credit or debit a consumer’s personal account. Transactions performed using Central Pacific Bank digital banking services are also covered under Regulation E.

    If you contact us within 2 business days after you learn of an electronic transfer that you did not authorize, you will be liable for no more than $50.  If you do NOT contact us within 2 business days after you learn of an unauthorized electronic transfer, and we can prove we could have stopped the fraud if you had notified us, you could be liable for as much as $500.  Consult the Personal Online Banking Terms and Conditions Agreement for full details.

    To conveniently submit debit card transaction disputes, use the Online Forms feature.

  • What your policy on security and fraud prevention?
    Please our our policy on security and fraud prevention here.

New digital banking users

Access

  • How do I enroll in digital banking?

    Select Enroll as a Personal User from the app login screen or cpb.bank/online-services-enrollment

    Review and accept the Registration Disclosure

    • Fill out your account information (First Name, Last Name, Social Security Number, Birth Date, Account Number, Account Type)
    • During this process, you will be asked to select one of your phone numbers that is tied to your account for the system to text or call with an out-of-band authentication code.
    • Choose a username and password according to listed limitations.
    • Click Enroll to submit.
  • If I’m a foreign customer, how do I enroll in digital banking?
    The enrollment process for our foreign customers is the same as it is for our domestic customers. Customers without a Social Security Number may leave the field blank in the enrollment process.
  • How do I get the mobile banking app?
    The mobile banking app will be available for download at the Apple App Store or Google Play Store at launch.
  • Do I need to enroll on a desktop before I use the app?
    No, you can enroll from any device.
  • How do I login to digital banking?

    Go to cpb.bank or open the app on your mobile device.

    • If you’re accessing digital banking through the browser, click login at the top right of the page and make sure the Account Type is set to Personal Online Banking.

    Input your login ID and password.

    • This login and password will be used whether you’re accessing your account from your browser or the mobile app.

    If you forgot your password, you can reset it by clicking the Forgot Password link next to the login button. 

    If you need help, contact our Customer Service Center at 808-544-0500 or toll-free at 1-800-342-8422.

  • How do I reset my password or username?

    To reset your password:

    • From either cpb.bank or the mobile app, click Forgot Password (located below or next to the Login button).
    • On this screen, input your username and date of birth (mm/dd/yyyy), enter your info and click submit.
    • You will be prompted to verify your identity with our out-of-band authentication process. Typically, this is a text message or phone call.
    • After authenticating, you will need to input your new password and click Set Password to submit. Passwords must be 8 to 32 characters long and must contain the following: One Letter (upper or lower case), One Number (0-9), and a Special Character ([email protected]#$%^&*()_+-={}|:;?,./).

    To reset your username:

    • Login at either cpb.bank or the mobile app. Go to the Profile tab, then select Username.
    • Create a unique username that is 8 to 32 characters long.

    If you forgot your username, contact our Customer Service Center call 808-544-0500 or toll-free at 1-800-342-8422.

  • If my email on file is correct, why don’t I receive my password reset email?

    CPB has introduced a more secure means for resetting passwords. Rather than receiving an email to reset your password, you will be prompted with an out-of-band authentication request to verify your identity before resetting your password. After changing your password, you can expect an email notification that your password has been changed. 

    If you do not receive this email, and your email on file is correct, contact our Customer Service Center at 808-544-0500 or toll-free at 1-800-342-8422

  • Why can’t I reset my security questions myself?

    You can update your security questions by navigating to the Security Questions page from the Profile menu. However, to maintain the security of your account information, only our Customer Service Center can reset your security questions if you’re having trouble remembering your answers.

  • Why do I have to answer a security question when I log in?

    In order to maintain the security of your account information, we’ve increased the security of our login process. Our security system will request that you verify your identity by answering an out-of-band authentication request or by answering a security question.

  • Is my login and password the same whether I’m accessing digital banking from my browser or mobile device?

    Yes, our applications share a single set of login info.

  • Where can I find my account number?

    To protect your account information, your full account number is only available by downloading an eStatement.

    See FAQ about "How can I view my eStatements?"
  • What does “session expired” mean?

    In order to maintain the security of your information, your session will end after a period of inactivity. In order to start a new session, refresh the page. In some instances, you may be asked to login again.

  • I logged into my account and received a notice that my up-to-date account balance is temporarily unavailable. What does a temporary balance mean?

    Temporary balances are displayed when our system software is unavailable, such as during a planned maintenance, and it may reflect the last known balance from your account. CPB is in the business of guarding your assets; if you see your temporary balance is $0.00, rest assured that your money is secure but a balance can’t be retrieved at this time.

    During this time, you can schedule future dated transactions but immediate transactions are not available. 

    If you have questions, contact Customer Service at 808-544-0500 or toll-free at 1-800-342-8422.

Setup

  • Why can’t I choose how Bill Pay sends my payments – for example, why is a check still drafted if payment is electronic?

    Whenever possible, our Bill Pay system will send your payment electronically. However, if the payee cannot accept an electronic payment we print a check and mail it to the address you provide.

  • How do I setup Bill Pay?

    To enroll in Bill Pay select Pay Bills from the navigation and review and agree to the Terms & Conditions.

    Add a Company or Person from the mobile app:

    • Click Add a New Biller
    • From the dropdown menu, select whether you want to add a company or person, input the information of the biller and click add.

    Add a Company or Person from the browser:

    • Click Add a Company or Person
      • To add company: use the search bar to look up the company or input the company information directly. You can also look for the business you’d like to add by choosing a category button.
      • To add a person, toggle to Person using the tab menu and enter the persons information.
  • How do I setup money transfers between my CPB accounts?
    The digital banking app is intuitive and will guide you through the steps while you’re using the function. For step-by-step instructions to setup an internal transfer:

    1. Login to the CPB digital banking app
    2. Locate the Transfer link, then click to reveal the Transfers menu at the bottom of your screen.
    3. To set up a Transfer:
      1. Select a From and To account by clicking Choose Account and selecting one of the listed accounts.
        1. The From account will be the account the funds will be withdrawn from.
        2. The To account will be the account the funds are transferred to.
      2. Click Enter Amount and enter the dollar amount you’d like to transfer.
      3. Click Done.
      4. The Send On date defaults to send Today.
        1. To change the date, click Today and select the date you’d like to send, then click Apply
      5. The Frequency will default to make a One Time Transfer.
        1. To change the Frequency and create a Recurring Transfer, click One Time and select the Frequency you’d like the transfer to occur. Then select Done.
        2. When setting up a recurring transfer, once you’ve selected a frequency that is not One Time, a new option to select Duration will appear. This option will default to Until I Cancel. You can also set the duration to a specific date, number of payments or total dollar amount.
      6. You cannot schedule a recurring transfer to start Today. The Send On date will need to be a future date for this type of transfer. If you need to make a transfer today, make a One Time Transfer first. Then, setup a recurring transfer for a future date.
      7. Slide to submit your transfer.
  • How do I setup an external money transfer from my CPB account?

    The digital banking app is intuitive and will guide you through the steps while you’re using the function. For step-by-step instructions to setup an external transfer:

    1. Login to the CPB digital banking app
    2. Locate the Transfer link, then click to reveal the Transfers menu at the bottom of your screen.
    3. From the Transfers menu, click External Transfers.
    4. To setup an External Transfer:
      1. Select a From and To account by clicking Choose Account and selecting one of the listed accounts.
        1. Your CPB accounts will be automatically added to the Selection option. To add an external account, click the Add a New Account link (found below the From/To dropdown menu) and follow the instructions on the page.
        2. You are able to select an external account as the From account or the To account, but one of the accounts must be a CPB account. We are unable to make transfers between two external accounts at this time.
      2. Next, input the dollar amount that you would like to transfer (must be at least $10).
      3. The Send On date defaults to send Today.
        1. To change this date, click the date field to reveal a calendar and select your preferred Send date.
      4. The Frequency will default to make a One Time Transfer.
        1. To select a transfer frequency, click the dropdown menu and select the frequency you’d like the transfer to occur.
          1. When setting up a recurring transfer, once you’ve selected a frequency that is not a One-Time Transfer, a new option to select Duration will appear. You can also set the duration to a specific date, number of transfers, a total dollar amount or until you cancel.
      5. The delivery Fees and Info will display on the page after you’ve input all of the required fields.
      6. Enter an optional memo for yourself.
      7. Click Review to see the details.
      8. Click Confirm to submit the transfer, Edit to return to the previous screen to make changes, or Cancel to clear the transfer settings and return to the empty form.
  • How do I setup notifications?

    Navigate to the Notifications Setting page.

    • Review and agree to the Terms & Conditions.
    • Click Manage Recipients to review and add new email and phone numbers available to receive notifications.
    • Click Manage Notifications to review existing notifications settings and add new notifications.
  • When are account alerts delivered?

    Alerts that deliver personal information, enrollments, secure messages, etc. are triggered immediately by the activity.

    Alerts that deliver information based on transactions are triggered when the transaction is processed in your account. Let’s say your account balance is $110 and you setup a notification to alert you when your account drops below $100. If you make a $20 transaction, bringing your balance to $90, you will receive an alert when the transaction is processed in your account.

    Alert delivery may be subject to delays, including service outages and connection issues.

  • What are my External Transfer limits?

    You can view your limits within the External Transfers page.

eStatements

  • How do I setup eStatements?

    Navigate to the eStatements page.

    • Choose which accounts you’d like to receive a paper statement for and which you’d like to receive an eStatement for by toggling the radio buttons on the page.
    • Click Next to review your choices.
    • Click Enroll to submit.
  • Why do my eStatements only begin once I’ve enrolled?

    Until the time you’ve enrolled, you will receive a paper statement. Our eStatement service only begins tracking your statement online after you’ve set up eStatements for each account.

  • Why can’t I have both eStatements and paper statements?

    Once you enroll in eStatements, your paper statements will be discontinued. You may elect and continue to receive a paper statement; however, depending on your account type, a fee may be assessed for each paper statement you receive. There are no charges for eStatements.

  • How can I view my eStatements?

    If you’re not already enrolled to receive eStatements you must enroll first.

     

    From the Dashboard page:

    • Scroll to the bottom of the page and find the Other Resources section.
    • Click Statements from the list to be taken to the Statements page.
    • Identify the account you’d like to see the statement for and click View Statement next to that account.
    • This will reveal a popup with a link to View PDF. Click the link to download your statement.

     

    From the Account Details page:

    • Click the three dots icon at the top of the page to reveal the Accounts menu.
    • Click Statements from the menu to be taken to the Statements Page.
    • Identify the account you’d like to see the statement for and click View Statement next to that account.
    • This will reveal a popup with a link to View PDF. Click the link to download your statement.

Mortgage

Mobile Check Deposit

  • How do I use the Mobile Check Deposit feature?

    The digital banking app is intuitive and will guide you through the steps while you’re using the function. For step-by-step instructions to use the Mobile Check Deposit feature, go to cpb.bank/mobile_help

  • What are the Mobile Check Deposit limits?
    • You can deposit up to $5,000 per account per day and up to $20,000 per account per month.
    • There is a $5,000 maximum amount per check per account.
    • You can deposit as many checks as you wish, as long as you stay within our deposit requirements.
    • Due to COVID-19, we’ve temporarily increased our mobile deposit limits: You can deposit up to $10,000 per account per day and up to $30,000 per account per month.

ZELLE

  • How do I setup Zelle®?

    To enroll in Zelle, select Send Money with Zelle from the navigation and review and agree to the Terms & Conditions.

    Click the Enroll button and complete the enrollment process.

  • What are the paying/receiving limits of Zelle?

    You can view your limits within the Zelle page.

  • What is the delivery speed of Zelle?

    Payments are received quickly, typically within minutes, when:

    • You send money to a recipient’s email address or mobile number that is registered with Zelle.
    • You send money to a bank account that is eligible to receive payments in minutes.

    Payments sent to an email address or mobile number that isn’t registered with Zelle may take 1-3 business days after the recipient registers, or be received on the delivery date, whichever is later.

  • How do I add a contact for Zelle?

    To add a contact using the mobile app:

    • Go to the Send Money with Zelle page.
    • Click Settings listed with the gear icon on the right side of the screen.
    • Click the Contacts button.
    • Click the Add a New Contact button.
    • Input your new contact’s First Name, Last Name, and either their email, phone number, or bank account info.
    • Click Save to add the contact.

    To add a contact when accessing from a browser:

    • Go to the Send Money with Zelle page.
    • Click the Add a New Contact button.
    • Input your new contact’s First Name, Last Name, and either their email, phone number, or bank account info.
    • Click Save to add the contact.
  • Can I add animated stickers or emojis to the note section of my Zelle payment?

    No. Zelle does not have the option to add animated stickers or emojis to the note that can be sent with your payment.

  • Will my Pop Money contacts convert to Zelle?

    Yes, your Pop Money contacts will convert to Zelle. However, we suggest you review your contacts to ensure everything is as it should be. 

  • Will my recurring payments convert to Zelle?

    Yes, recurring payments set up on the current PopMoney function will convert to Zelle. However, we suggest you review your recurring payments to ensure everything is as it should be.

  • Are there any added fees or costs to using Zelle?

    No. There’s no cost to use Zelle in our new Digital Banking

  • What happened to PopMoney?

    Zelle® has replaced Popmoney. Both are services that can be used to send money to people you know and trust but there is one distinguishing feature: speed. 

    Zelle payments are received quickly, typically within minutes, when:

    • You send money to a recipient’s email address or mobile number that is registered with Zelle.
    • You send money to a bank account that is eligible to receive payments in minutes.
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