Popmoney® FAQs

Popmoney is a payment service offered by leading financial institutions that eliminates the hassles of checks and cash. Now, sending and receiving money is as easy as emailing and texting. Best of all, you don’t need a new account to send or receive money. Just use your current bank account.

Sending Money

To send money, log in to home banking under Move Money select External Transfers.
Send money to anyone using his/her email address, mobile number or bank account information.
You will be notified when the transaction is completed.

Receiving Money

You receive an email or text message telling you someone sent you money.
You can log in to your account and direct the funds there.
If you don’t provide your account information, the payment will be automatically returned to the sender’s account.
Money sent to an account will be automatically deposited there.

It’s just that easy!

Popmoney is easy and convenient for you and the people you send money to… they can simply receive the money into their bank account online, saving them a trip to the Credit Union.

Use Popmoney to:

• Send money to your child at college
• Send a gift to family and friends
• Pay back friends for that fun outing
• Pay your babysitter or your lawn care service
• Pay rent to your landlord or roommates

No, your account information will not be shared with the recipient. Your recipient will see your first name, last name, and the message you wrote for the payment; if you sent the payment to your contact’s email address, your recipient will also see your email address. Similarly, you won’t be able to see your recipient’s account information.

Verification of your email address and phone number is required for security reasons. Entering the correct verification codes ensures that you have access to your email and phone. You may also be asked to verify your mobile phone in the future to send and receive payments.

Below is a list of all the possible payment statuses and their definitions:

On Hold: The payment was placed on hold because the sender failed verification when attempting to schedule the payment. Please contact Rose, Fatima, Cyndee and Linda to remove the hold.

Pending:

If this is a payment you sent, the recipient was notified of this payment. The funds will be withdrawn from your bank account the next day.

If this is a payment you received, the payment is being processed and the funds will be deposited into your bank account within 3 business days.

In Progress:

If this is a payment you sent, the recipient was notified of this payment and the payment is being processed.

If this is a payment you received, the funds are en route and will be deposited into your account within 3 business days.

Failed: A payment may fail due to one of the following reasons:

• The recipient is unable to validate access to the mobile phone as provided by the sender.
• The funds could not be deposited into the bank account provided by the recipient.
• There are insufficient funds in the account to cover the amount of the payment.

Stopped: The sender stopped the payment after the send date. The funds are returned to the sender’s account.

Expired: The recipient has 10 days from the send date to provide instructions on how to deposit the payment, after which the payment expires and the funds are returned to
the sender’s account.

Completed: The payment has successfully been deposited into the recipient’s account.

A payment may fail due to one of the following reasons:

• The recipient is unable to validate access to the mobile phone as provided by the sender.
• The funds could not be deposited into the bank account provided by the recipient.
• There are insufficient funds in the account to cover the amount of the payment.

You can stop a payment anytime after the send date provided the payment has not been deposited into the recipient’s bank account. To stop a payment, go to Activity and click the Stop Payment button. You will not see the Stop Payment button when the option is no longer available.

To view or edit future-dated payments and recurring payment plans, click on the Scheduled Payments tab.

Below is a list of all the possible scheduled payment or payment plan statuses and their definitions:

Active: The payment plan has been scheduled. It will be processed per your instructions when the send date arrives.

Cancelled: The payment or payment plan was cancelled by the sender.

On Hold: The payment or payment plan was placed on hold because the sender failed verification when attempting to schedule it. Please call 888-481-8428 to remove the hold.

Pending: The payment has been scheduled. It will be processed per your instructions when the send date arrives.

Yes, you can edit or cancel a future-dated payment anytime before the send date. You can only edit certain fields, which include Send Date, Amount, Subject Line, Personal Message, and My Notes.

You can also stop a payment anytime after the send date provided the payment has not been deposited into the recipient’s bank account. To stop a payment, go to Activity and click the Stop Payment button. You will not see the Stop Payment button when the option is no longer available.

Yes, you can edit or cancel the next payment anytime before the send date or the entire recurring payment plan at anytime. For the next payment, you can edit the Send Date, Amount, Subject Line, and Personal Message, without affecting the rest of the plan. For the entire recurring payment plan, you can edit the same fields as well as the Frequency and Duration.

The information you provide on a contact determines how the payment you send to them will be processed and how s/he will be notified.

• Email address: your contact will receive an email with instructions on how to direct the payment into his or her bank account.
• Mobile number: your contact will receive a text message with instructions on how to direct the payment into his or her bank account.
• Bank account information (routing and account number): the money will be directly deposited into your contact’s bank account. You will also have the option to send the contact an email.

For your protection, your contacts’ bank accounts, email addresses or mobile numbers may be placed on hold or suspended for various reasons. For example, if you fail verification when attempting to send money to them, this would result in a hold. Please call 888-481-8428 to remove a hold or suspension.

By adding multiple email addresses and/or mobile numbers, you can receive payments made to them. For example, this is helpful for individuals who have separate email addresses or mobile numbers for personal friends and work colleagues.

Automatic Deposit is the easiest and fastest way to receive money. It allows you to designate one account into which all incoming payments will be automatically deposited. Once turned on, there’s nothing more for you to do – you will be notified of incoming payments via email or text message, the payment will be sent into your selected account. You can edit Automatic Deposit settings in Preferences.

You can access Popmoney at multiple locations. If you have enabled Automatic Deposit for the same email address or mobile number at more than one location, then the most recent Automatic Deposit setting will be in effect, overriding any previous Automatic Deposit settings associated with that particular email address or mobile number.

You can send money to someone using his/her:

• Email address: your contact will receive an email with instructions on how to direct the payment into his or her bank account.
• Mobile number: your contact will receive a text message with instructions on how to direct the payment into his or her bank account.
• Bank account information (routing and account number): the money will be directly deposited into your contact’s bank account. You will also have the option to send the contact an email.

It depends on the delivery speed you selected to send the payment.

Standard Delivery – 3 business days

Your contact will receive the money in 3 business days if you’re sending money to someone who has used Popmoney and turned on Automatic Deposit or if you have provided your contact’s bank account information.

If you are sending the payment via email or mobile, your contact must provide his/her bank account information; s/he will receive the funds 3 business days later.

Express Delivery – Next business day

Your contact will receive the money the next business day if you’re sending money to someone who has used Popmoney and turned on Automatic Deposit or if you have provided your contact’s bank account information.

If you are sending the payment via email or mobile, your contact must provide his/her bank account information by 10 PM Pacific Time in order to receive the funds the next business day.

For your protection, limits have been created on how much money and how many payments can be sent during various time periods. Please click the icon next to the Amounts field to view your available limits.

Please click on the Fees link from Send Money to view the Popmoney fee schedule.

A personal message gives the contact the confidence that she/he is receiving the payment from someone they know. It is also an opportunity for you to communicate the purpose of the payment to the contact.

You may not send money to contacts’ bank accounts, email addresses or mobile numbers that are suspended or on hold.

For your protection, your contacts’ bank accounts, email addresses or mobile numbers may be placed on hold or suspended for various reasons. For example, if you fail verification when attempting to send money to them, this would result in a hold. Please call 888-481-8428 to remove a hold or suspension.

Yes, you may cancel a payment anytime before or on the send date. Your contact will be notified if you cancel a payment after a payment notification has been sent.

There are two ways to add a contact:

1. Click on the Add a Contact link located next to the “To” entry field on the Send Money screen. Please enter the required fields on the popup window and click Save.
2. Click on the Contacts tab and click on the Add Contact button. Please enter the required fields and click Save.

If you are expecting a payment and you do not see it in your Incoming Payments, this is most likely because you have not added the email address or mobile number to which the payment was sent. Have you added this email address or mobile number? If not, go to Preferences to add and verify it. Once you are done, you will be able to see the payment immediately.

Click “Activity” to view the estimated date when the funds will be available.

As a security precaution, the sender provided your mobile number when she/he scheduled the payment; you need to verify access to this mobile number in order to confirm your identity and receive the funds.

Please call the sender to edit the mobile number; the sender can edit the mobile number by clicking “Activity” and editing the transaction.

Do not attempt to deposit this payment! The funds will be returned to the sender if you are unable to verify access to the mobile phone.

Automatic Deposit is the easiest and fastest way to receive money. It allows you to designate one account into which all incoming payments will be automatically deposited. Once turned on, there’s nothing more for you to do – you will be notified of incoming payments via email or text message, the payment will be sent into your selected account. You can edit Automatic Deposit settings in Preferences.

There are two reasons why automatic deposit may not work for incoming payments:

1. The payment was sent to an email address or mobile number not currently in your profile. Please click Preferences to add and verify additional email addresses or mobile numbers.
2. As an extra security precaution, the sender is sometimes required to provide your mobile number when s/he scheduled the payment; you need to verify access to this mobile number in order to receive the payment.

You have 10 days from the send date to deposit the payment. When a payment expires, the funds are returned to the sender. Please contact your sender to request another payment if you still wish to receive the funds.