Account Security Is Our Top Priority

Before you get started with Zelle®, please take note of these common scams that are often aimed at Zelle® users:

  1. Beware Scam Callers: Many financial institutions have already reported fraud cases in which a scammer calls a member claiming to be from their bank or credit union. No one from First Service or any of our partners – including Zelle® – will ever call you and ask for things like your username, password, or PIN. Even if you receive a call that sounds legitimate, if the caller asks for these things, hang up immediately and call our team at (713) 676-7777 to let us know about the request.

  2. Be on Guard Against Fake SMS Fraud Alerts: One common scam is for fraudsters to send an SMS message claiming to be from a Zelle® users financial institution. The text will say something to the effect of "Suspicious activity detected: Did you try to send $1,000? Reply Y or N to authorize." When the user replies "No", the fraudster will call them claiming to be from the financial institution and saying that they're calling to help. If you ever receive a message and/or call of this nature, please do not respond. Call our team immediately at (713) 676-7777 to verify whether any suspicious activity has actually occurred on your account.

  3. Recognize Phishing Emails: As you use Zelle®, you will receive text messages or emails from them by default to notify you of things like new contacts being added, new requests received, or new transfers being sent. These emails will not ask you to take any further action. If you ever receive an email asking you to click on something to provide or update personal information or account information, please call our team immediately at (713) 676-7777 to see if the request is legitimate. Zelle's parent company, Early Warning Services, has also issued a statement that Zelle® will never email or call you to request money. Any time you receive a request like this, even by a third-party, do not click on the email. Instead, find a trusted phone number and call the sender directly so that you can be sure of who you're speaking with.

  4. Never Zelle® Yourself: If you ever receive a request to send money to yourself – whether through Zelle®, by phone, or by email – deny the request immediately. In fact, any time you receive any request, you should contact the person who sent the request to verify that it's actually from them.

  5. Only Send Money to People You Know: When using Zelle®, you are responsible for the money you authorize to be sent. We urge you to double-check to whom you send money any time you use Zelle®.

  6. Secure Your Digital Banking Account: To help prevent scammers from accessing your account, make sure that you use a strong, unique password. We also recommend that you change your password regularly, and for added security, turn on multi-factor authentication on your device.

  7. Review Event Logs: If you are concerned that there has been unauthorized use in your First Service Digital Banking account, you can actually check the Event Logs for records of all activity that has taken place in your account. Simply log in through FSCU.com, then navigate to Event Logs under Settings in the navigation menu.

In addition to the account safety guidance above, there are a few things you need to know before you get started:

  • It bears repeating that no one from First Service or from Zelle® will ever call you to ask for your username, password, or PIN. If you ever receive a call like this, please hang up, and call us immediately at (713) 676-7777.
     
  • When you register your First Service account with Zelle®, any financial institutions you registered previously using the same phone number and/or email address will be disconnected from Zelle®.
     
  • When registering your account, you must use a mobile phone number. To update the phone number or email address associated with your First Service Digital Banking account, please log in, and navigate to Contact Information to update your information.
     
  • Zelle® payments are subject to daily and monthly limits, and anytime you exceed these limits, we will restrict your ability to send payments until the next eligible day or month.
     
  • Zelle® is currently not available for business accounts or minor accounts.

Here are some quick set-up instructions and troubleshooting tips to help you get started using Zelle®.109

Make Sure You're Using the Latest Version of the FSCU Digital Banking Mobile App

Before you can use Zelle®, you may be prompted to update your app to the latest version. Follow the steps below to check which version you're using:
  1. Log in to the FSCU Digital Banking mobile app.
     
  2. Navigate to About First Service. This is located near the bottom of the menu.
     
  3. On iOS devices, this screen should read, "Version 4.41.90.1." For Android devices, it should say, "4.41.70."
     
  4. If your app is on a previous version, you can update it by visiting the App Store or Google Play.

Accepting the Zelle® Terms and Conditions

You must accept the Terms & Conditions before you can start using Zelle®. Follow these steps to do so:

  1. Log in to First Service Digital Banking or the FSCU Digital Banking mobile app.
     
  2. Navigate to Enrollment Options and select Zelle.
    • If you are using digital banking in the browser, you will navigate to Additional Services under the Settings menu item.

     
  3. Make sure the box is checked to acknowledge that you have read and agree to the Zelle Terms & Conditions, then select Save Changes.

What to Do if Your Transaction Doesn't Go Through

When using Zelle, you may experience occasional instances in which you'll see an error message that says "Unable to Process Transaction." In these cases, this most likely means that your attempt was blocked on the Zelle® network. That's because Zelle® is still learning your usage habits, and it can sometimes take a moment to adjust.

If you do see this message, try breaking up the payment amount and sending the payment again. If that does not work, wait 24 hours and try again. Remember, the more you use Zelle®, the faster they will learn your habits, which means you will be less likely to have transactions rejected.

Registration Phone Number Appearing Incorrectly

When registering your account with Zelle®, you will be asked to provide a phone number and an email address. To authenticate your phone number, an SMS message will be sent to it. Some members are reporting that an additional "1" is being added to the start of their phone number, causing it to appear incorrectly. While this number does look incorrect, if you select CONTINUE, the authentication message is still sent to the correct phone number, and you will still be able to register.

If You Encounter an Internal Server Error

When using Zelle®, you may encounter an Internal Server Error message. This is an indicator that your phone number is not listed properly within your account. If there is no number on your account, please navigate to Contact Information in digital banking, and add your mobile phone number.

Please note, even if your number is listed on your account, but not listed as your mobile number – or if you have your mobile number listed in multiple fields – you will still experience this issue.

Once you verify that your mobile number has been added correctly and is not duplicated within your account information, log out of digital banking and try to use Zelle® again. If that still doesn't work, please call our team at (713) 676-7777 for additional support.

Zelle® FAQs

Zelle® is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes.109 With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank.109

You can send money to people you trust.109

Since money is sent directly from your First Service account to another person’s bank account within minutes109 , 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.

You can send, request, or receive money with Zelle®. To get started, log into the FSCU Digital Banking mobile app and select “Send Money with Zelle®” in the app menu. 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.109

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”.106

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 move directly into your Summit account, typically within minutes.109

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 First Service Credit Union.
  3. Follow the instructions provided on the page to enroll and receive your money. Pay attention to the email address or U.S. mobile phone number where you received the payment notification – you should enroll with Zelle® using that email address or U.S. mobile phone number to ensure you receive your money.

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.109

Since money is sent directly from your First Service account to another person’s bank account within minutes,109 Zelle should only be used to send money to people you trust.

Neither First Service Credit Union, 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.

It’s easy – Zelle® is already available in the FSCU Digital Banking mobile app! Check your app and follow a few simple steps to enroll with Zelle® today.

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

If your recipient’s bank or credit union 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 the FSCU Digital Banking mobile app, your name, First Service Credit Union, and the email address or U.S. mobile number you enrolled is shared with Zelle®. 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 us of the incoming payment. First Service then directs the payment into your 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 US 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 us at 800-236-5560 so we can help you.

Money sent with Zelle® is typically available to an enrolled recipient within minutes.109

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.109

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.

Still having trouble? Please contact us at 800-236-5560 so we can help you.

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 the FSCU Digital Banking mobile app, your information is protected to the same standards 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 First Service Credit Union 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.

If you would like to move your email address or U.S. mobile phone number from the financial institution where you initially enrolled with Zelle®, simply click "Transfer" when prompted during the Zelle enrollment process and confirm your desired changes.

Once you transfer your email address or U.S. mobile phone number, it will be connected to your First Service account and you can start sending and receiving money with Zelle® right away.

Some small businesses are able to receive payments with Zelle®. Ask your favorite small business if they accept payments with Zelle®. If they do, you can pay them directly from the FSCU Digital Banking mobile app using just their email address or U.S. mobile number.

Neither First Service Credit Union, nor Zelle®, offers a protection program for any authorized payments made with Zelle®, so you should only send money to people (and small businesses) you trust. Also, always ensure you’ve used the correct email address or U.S. mobile number when sending money.