FAQs Financial LiteracyMortgage ResourcesCalculators Apple Pay and Samsung Pay Can I link my Bluestone Bank Debit or Credit Card to Apple Pay? + Yes! Linking your card(s) is easy. Simply visit Apple Pay and follow their instructions. Can I link my Bluestone Bank Debit or Credit Card to Samsung Pay? + Yes! Linking your card(s) is easy. Simply visit Samsung Pay to learn more. Bill Pay Questions How do I sign up for Bill Pay? + If you have a Bluestone Bank checking account, you can enroll online through Online Banking or the Mobile App. Is there a fee associated with this service? + There is no cost – this is offered for free through Online Banking and our Mobile App. How long should I allow for a bill to be paid through Bill Pay? + Please allow 2-5 business days for payment, depending on if the payment method is either check or electronic. Who can I pay using Bill Pay? + You can pay any of your bills using Bill Pay, including your credit card bill, rent, utilities, etc. Are there any types of payments that I can’t make through Bill Pay? + You are only able to send payments within the U.S. and its territories. International payments are not allowed. Further, we strongly recommend that you do not submit payments to the government through this service—we suggest paying those types of bills on the government agency’s website directly. What if I pay a bill online and the company says it never received the payment? + You can contact Bill Pay Support directly at 855.346.0124. What is my proof of payment for any Bill Payments? + If you send your payment by check, your statement will show that the check cleared your account. You can also conveniently view your bill payment history including the confirmation numbers in the bill payment section of online banking. What if my payee has multiple addresses? + Look for the “Billing Address” that appears on your bill. This address may be listed on the return receipt section of the bill, or on the self-addressed envelope that may be included with your bill. When does the money come out of my account? + If a check is mailed, the funds will clear your account when the check is deposited by the recipient. When using ACH, the funds will be withdrawn from your account through an automated withdrawal transaction that is initiated at the time your bill payment is scheduled to be sent. Where to find help? + While using Bill Pay in Online Banking or the Mobile App, you can select ‘Chat Now’ to speak with Bill Pay Support or select the ‘FAQ’ tab. You may also call Bill Pay Support at 855.346.0124. Contactless Card Questions Why aren’t signatures required? + To ensure that using contactless is as simple and convenient as cash, merchants that accept contactless do not require you to sign for small purchases ($50 or below). However, for your protection, purchases over $50 generally require a signature or PIN. What is Mastercard contactless? + Mastercard contactless is like having exact change wherever you go. A simple tap of your card, key fob or smart phone is all it takes to pay at checkout. Why should I use contactless? + There are many benefits to contactless payments: It’s fast and ideal at places where speed is essential, like stadiums, fast food restaurants, gas stations and more. It’s like having exact change wherever you go, so you don’t have to worry about carrying around cash or fishing for coins. You are in control because your contactless-enabled card or device never leaves your hand at checkout. You get better record keeping of all your purchases than you do when using cash. Where can I make contactless payments? + Anywhere you see the contactless symbol at checkout, you can simply tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more. If you don’t see the symbol, your contactless-enabled card can still be used by inserting your chip card or swiping at checkout. Where can I find merchants that accept contactless cards? + Look for the contactless symbol on the checkout terminal when you want to make in-store purchases. To find merchants that accept contactless payments, just visit the Mastercard locater site for more information. Or if you have an iPhone, download the ‘Mastercard Nearby’ app from the Apple app store. What do I do if my contactless card or device has been lost or stolen? + If you have lost your card or suspect unauthorized activity on your account, contact Bluestone Bank at 800-356-8622 as soon as possible or if after regular banking hours select option 6 then option 1 to report the loss immediately. How do I pay with Mastercard contactless? + To make a purchase, simply tap your Mastercard contactless card, key fob or smart phone on the payment reader at the checkout of participating retail locations. Can I use my contactless card or device on payment readers that don’t display the contactless logo? + You can make contactless payments on any contactless payment reader that displays this symbol . You may also use contactless cards in magnetic stripe readers by swiping the card. How close does the “tap” have to be to the checkout reader? + Typically, when you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal at the counter. Please note that if you have more than one contactless card in your wallet, you should remove the specific card you would like to use rather than tapping your wallet against the reader. How will purchases appear on my monthly statement? + Purchases made with contactless will be displayed on your statement just like any other purchase you make with a card. How does it work? + Contactless uses a hidden embedded computer chip and radio frequency antennae. After you tap your contactless card or device at checkout, payment details are sent wirelessly to the Mastercard network. If using a mobile phone, moments after you tap, you’ll receive payment confirmation and be on your way. Can I continue to get cash back with a Contactless card? + Yes, while Contactless payments are meant for transactions that you want to do quickly, you will continue to perform cash back transactions with your PIN and inserting your chip or swiping your magnetic stripe at the time of your purchase. Do I have to treat my Mastercard contactless card or device in any special way? + Treat your contactless card or device as you would any other credit, debit or prepaid card. Always know where your contactless card or device is and keep it in a safe place. And be sure to keep a record of all of your card numbers, expiration dates and emergency phone numbers. Is there a battery? + No, there is no battery. Is it safe? + Yes. Contactless payments provide secure encryption technology and Zero Liability protection and are as safe as your regular card. Not billed twice – even if you tap more than once at checkout, you’ll only get billed once for your purchase You are in control – your contactless-enabled card or device never leaves your hands to make a payment No accidental payments – your contactless-enabled card or device must be close to the reader at checkout to work Credit Score through SavvyMoney What is Credit Score and More? + Credit Score and More, which is offered for free through our partnership with SavvyMoney, helps you stay on top of your credit by providing your latest credit score and report and understanding key factors that impact the score. It also monitors your credit daily and informs you by email if any significant changes are detected, such as a new account being opened, a change in address, employment, delinquency, or inquiry has been reported. You can enjoy this convenient feature on both Online Banking and the Bluestone Bank Mobile App. How do I access Credit Score and More? + Accessing Credit Score and More is easy! Simply log in to your Online Banking account or the Bluestone Bank Mobile App. From there, you can activate the Credit Score module by selecting ‘Show my Score’ and then accepting the disclosure, giving you access to your credit score, full credit report, credit monitoring, financial tips, and education – all without impacting your credit score. Does Credit Score and More offer Credit Monitoring as well? + Yes. Credit Score and More will monitor and send email alerts when there has been a change to your credit profile. Is there a fee for Credit Score and More? + Credit Score and More is entirely free to Bluestone Bank customers. Will accessing Credit Score and More “ding” my credit and potentially lower my credit score? + No! Credit Score and More is a “soft inquiry” which does not affect a credit score. Lenders use “hard inquiries” to make decisions about creditworthiness when you apply for loans. How often is the credit score updated? + The credit score will be updated every seven days and displayed in Online Banking and within the Bluestone Bank Mobile App. You can click “refresh score” as often as every day for an updated credit score. What if the information provided by Credit Score and More appears to be wrong or inaccurate? + Credit Score and More make it best to show the most relevant information from a credit report. If you think some information is wrong or inaccurate, you can obtain a free credit report from www.annualcreditreport.com and then dispute inaccuracies with each bureau individually. Each bureau has its process for correcting inaccurate information, but every Bluestone Bank Credit Score and More user can “File a Dispute” with Transunion by clicking on the “Dispute” link within Credit Score and More. Transunion will share this with the other bureaus if the inaccuracy is verified. Why do credit scores differ? + Three major credit reporting bureaus (Equifax, Experian, and Transunion) and two scoring models (FICO or VantageScore) determine credit scores. Financial institutions use different bureaus, as well as their own scoring models. Over 200 credit report factors may be considered when calculating a score, and each model may weigh credit factors differently, so no scoring model is identical. Will Bluestone Bank use Credit Score and More to make loan decisions? + No, Bluestone Bank will not use the information in Credit Score and More to make any loan decisions. Bluestone Bank uses its own lending criteria for making loan decisions. Debit Card Control Questions/Controls & Alerts What are Debit Card Controls? + Card controls, which are available within Online Banking and the Bluestone Bank Mobile App, allow you to control how, when, and where your debit card(s) are used. It is a simple and secure way to manage and monitor your card transaction activities. It can help keep your debit card(s) safe and provide instant notifications whenever your card is used. What is required to use card controls? + All that is required to use card controls is a Bluestone Bank debit card and an Online Banking Account or access to the Bluestone Bank Mobile App. Is there a fee to use this service? + No, there is no fee to use this service. What can be managed with Card Controls? + You can set controls by: Transaction Amount – You can set a threshold amount over which card transactions will be declined. Location – define up to three geographic regions where your card can be used Transaction type – select the types of transactions where your card can be used such as in-store, eCommerce online, ATM, etc. Merchant Type – select the types of merchants where your card can be used such as Department Stores, Gas Station, Groceries, Personal care, Restaurants, travel and more. What are Alert Preferences? + Alert Preferences are notifications sent to the account holder. You can choose to be alerted on all your card transactions, including recurring payments and card status changes or you can select just preferred transactions alerts. To customize your alert settings, select ‘Card Management’ from the main menu, and then select the debit card you wish to customize your alerts for. What is a real-time alert? + It is an immediate text notification of card activities pushed to your mobile device. You have control over what alerts you receive. By turning my card off am I closing my account? + No. Using card controls does not change the status of your account. Do I still need to let the bank know if my debit card is lost/stolen if I have disabled it in card controls? + Yes, you will continue to report your debit card as lost or stolen as soon as possible after discovery. To do so, you can call us at 800.236.2442. You may also access ‘Card Management’ in your Online Banking or Mobile App, then toggle ‘card control’ and click ‘Report lost or stolen’. How long does it take for a control or alert setting to take effect? + It happens immediately after you select it and save the option. If I temporarily disable my card will my recurring transactions go through? + Yes. Merchant recurring transactions will be approved. Additionally, you can select to receive alerts on recurring transactions as well. Can I set my control limit higher than the bank’s daily transaction limits? + No. Standard limits set by Bluestone Bank take precedence over any controls you set within card controls. Will I still need to call the bank with my travel plans when going out of state or out of the country? + No, you no longer need to call the bank to notify of us of travel plans. Within Online Banking or the Mobile App, go to ‘Card Management’ and access ‘Travel notifications’ to notify us of upcoming travel. I received a new card number. Will it be automatically updated in the app? + When your card number changes, you will see the new card number in card controls. You will need to add the card control settings you want to use with the new card. Your old card number can be removed by simply selecting the card number in the card control menu and selecting ‘Remove Card’. What if I need help with card controls settings? + Please contact a member of our Customer Care Center at 800.356.8622. Fraud Alerts How do customers enroll? + Our customers are automatically included in this enhanced feature as part of our fraud protection services. What triggers these alerts? + Transactions that we have identified as potential fraud trigger the alerts. Is this service 24 hours, or only in a certain window? + In other areas of business, we have calls only going out during certain hours so cardholders aren’t being called after normal waking hours. Emails will be sent 24 hours. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. Texts and voice calls pending from the night before will be triggered the following morning at the applicable time noted above. Agents are available 24/7. If I receive an alert, does that automatically block my account from further purchases? + The majority of suspected fraud accounts will be blocked, just as they are today. However, some lower risk items may not be declined. If I respond back that the transaction(s) are valid, will you automatically unblock my account? + Yes, though please keep in mind that it could take 5-10 minutes for a block to be removed in some situations. If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again? + Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5-10 minutes of the initial call/text/email to validate activity. What if my “yes” or “no” text response has a typo? + The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help. How can I stop text messages if I don’t want to receive them any longer? + All you need to do is respond back to the SMS text alert with the word STOP. U.S. consumers who have service through AT&T, Verizon, and T-Mobile will not be charged message or data rates for our fraud alerts. We absorb that cost for you. Can I establish communication preferences through my mobile app? + The fraud alert system, Communicate, is not configured through a mobile app, but rather through our fraud systems. The standard order of engagement is: Text Voice Call Email Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. in the cardholder’s time zone. Calls will be sent from 8:00 a.m. to 9:00 p.m. in the cardholder’s time zone. How do incoming and outgoing voice calls work? + Fraud alerts are managed by a system called Communicate. Communicate actions are triggered by today’s existing fraud alerts through the Falcon system. If a mobile phone is on record, a text alert will be triggered first. All numbers on record that are identified as a mobile phone will be utilized. Communicate has technology that allows it to determine if a phone number is a mobile or land line, so indicators within the processing platform are not required. If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to an agent to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid. Is there a difference for consumers and businesses cardholders? + No, there is no difference for consumers and business card holders. Will the product work for customers residing in Canada? + For Canadian consumers, both text and email alerts are available. Can the alerts be sent to customers traveling internationally? + These customers have U.S. numbers but are traveling overseas, possibly on a non-US carrier. We are unable to send text or phone calls internationally, but please make sure your email address is current as we can always email you 24 hours a day, 7 days a week. Mobile Banking What is Mobile Banking? + Mobile Banking simply allows you to access your account information using your mobile device. What are the different ways to access my account on the go using my device? + Here are three convenient ways to access your account details when you are on the go! Online Banking: access your full account details on your device’s internet browser (you’ll enjoy the same experience that we offer on desktop) Mobile App: download the Bluestone Bank Mobile App in the Apple App Store or Google Play Store—plus, with the mobile app, you can deposit checks anytime, anywhere Text Banking: request and receive account information through your mobile phone’s text messaging. Bill payments and account transfers are not available with this type of mobile banking How do I sign up for Mobile Banking? + Here are instructions on how to sign up for each type of Mobile Banking.Online Banking Enroll here. Mobile App Download the Bluestone Bank Mobile App in the Apple App Store or Google Play Store. Text Banking Log in to your online banking account or mobile app. Go to Settings and select Text Enrollment. From there, you’ll enable and authorize Text Banking for your mobile device, which will prompt an automated message. Then go to each account you’d like to enroll in Text Banking. Click Details & Settings and scroll down to SMS/Text Banking and enable it. The Text Banking Code is 226563. How do I subscribe to Account Alerts? + After accessing Online Banking or your Mobile App, go to ‘Settings’ and then select ‘Alert Settings’. You can establish Account Alerts, History Alerts, and Online Transaction Alerts. Mobile App How do I download the Mobile App? + Download the Bluestone Bank Mobile App in the Apple App Store or Google Play Store. What features does the Mobile App offer? + Bank easily and securely anytime, anywhere with the Bluestone Bank Mobile app. Available to all Bluestone Bank customers, the app allows you to check balances, make transfers, pay bills, and deposit checks – all from your mobile phone or tablet! With the app, you can enjoy all the features that you have in your Online Banking account.Features include: Check your latest account balance and search recent transactions by date, amount, or check number Transfer funds across multiple accounts, people, or banks Pay bills conveniently using Bill Pay Deposit checks anytime, anywhere using mobile check deposit Control how and when your cards are used Manage transaction, balance, and security alerts Have notifications sent directly to your device via push alerts Enable or disable biometric login access on your mobile device Update your Login ID and Password Set your preferences, including account information, statement delivery, the order you view your accounts, and accessibility features Enroll your accounts to check balances and view recent transactions using your Apple Watch® See updates to your credit score and access helpful financial tools through our partnership with SavvyMoney Do I need to enroll in Online Banking before downloading the Mobile App? + No, you do not need to enroll in Online Banking in order to access the Mobile App. You can access all the account features in either platform. However, if you already have Online Banking, you’ll use the same User ID and Password for the Mobile App. Mobile Remote Deposit Capture What is Mobile Remote Deposit Capture (RDC)? + Remote Deposit is a convenient, secure, and free service offered by Bluestone Bank for depositing checks electronically. From any location, using the Bluestone Bank Mobile App and the camera of your smartphone, you can take photos of your checks and deposit them to your checking or savings account by transmitting them to the bank electronically. How does Mobile RDC work? + Mobile Remote Deposit Capture allows you to deposit your checks without having to visit a branch. You must have the Bluestone Bank Mobile App to use this service. Select ‘Deposit Check’, choose the Deposit Account you’d like to deposit your funds in, add the amount listed on the check, and take photos of the front and back of the check. Once done, select ‘Submit Desposit’ and you’re all set. How do I sign up for Mobile RDC? + Enrolling in Mobile RDC is easy. You will automatically receive the mobile RDC service with our Mobile Banking App. Simply download the Bluestone Mobile App from the Apple App Store or Google Play Store. Once you have successfully logged into Mobile Banking, look for the ‘Deposit Check’ option on the main menu. Who is eligible for Mobile RDC? + Customers who have a Personal or Business Checking, Statement Savings, or Statement Money Market account are eligible for the Mobile RDC service. What types of checks can I deposit with Mobile RDC? + Most domestic checks can be processed through Mobile RDC. We are unable to accept some Money Orders (must meet image quality standards), Foreign Items, Savings Bonds, or Third Party Checks through Mobile RDC. Are there any limits on the dollar amount of deposits I can submit? + Yes. You may not use the service to deposit items totaling more than $2,500 and no more than three check deposits per day. No single check may exceed $2,500. In addition, the bank has a multi-day limit of $5,000, and no more than five checks may be deposited in any five-day period. Any items presented in excess of these limits will be declined at our discretion. Do I photograph both the front and back of my check? + Yes. During the deposit process, you will be required to photograph the front and back of your check. How do I endorse my check for Mobile RDC? + You should sign your check with the following endorsement: For Mobile Deposit Only Bluestone Bank Your Account Number Your Signature How will I know when my deposit is processed? + When your deposit is processed, you will receive a second e-mail notification of the status of your deposit. This e-mail will indicate if the deposit was approved or declined for processing. If declined, a reason will be provided. When will my deposit post to my account? + Deposits can be made with Mobile RDC at any time. If your deposit is approved by the bank before our daily cutoff time of 4PM EST (Monday- Friday), your deposit will post to your account during our nightly processing. Deposits made on Saturday, Sunday or a Federal holiday will be processed on the next business banking day. When will a deposit made through Mobile RDC show in my balance? + Funds from your check deposits will generally be available on the first business day after the day of your deposit. Deposits made by 4PM EST (Monday through Friday) will be processed that day during nightly processing. Deposits made after 4PM EST (Monday through Friday) will be processed on the next business banking day during nightly processing. Deposits made on Saturday, Sunday or a Federal holiday will be processed on the next business banking day during regular nightly processing. We may not make all of the funds that you deposit by check available to you on the first business day after the day of your deposit. Please refer to our Funds Availability Policy Disclosure Statement for further information. Do I destroy my check after I photographed the deposit? + No, keep the check for 30 days to ensure it posts to your statement. After 30 days, you may securely destroy the check by cross-cut shredding or another commercially acceptable means of destruction. Do not VOID the check after submission in the event the deposit is not approved and the check needs to be re-submitted or physically re-deposited at the bank. How long are my deposited check images available through Mobile RDC? + Your check deposit history will be retained in Mobile RDC for thirty days. You will be able to retrieve images of the front and back of your deposited checks during this time. What if I submitted a deposit for the wrong amount? Do I need to resubmit the deposit? + No, you do not need to resubmit your deposit. If you entered the wrong amount for the deposit, our operations center will correct the deposit amount. What if I submit the same deposit twice in error? + If the same deposit is submitted twice, it will be identified and stopped by our processing. Should this occur, you will receive a declined deposit notification for the second deposit received through the Mobile RDC service. A check I submitted was returned, can I resubmit it? + If a deposit is returned, please do not re-deposit the check through the Mobile RDC service. If I need additional information on Mobile RDC, who can I call? + For additional assistance, please call our Customer Care Center at 800.356.8622. Online Banking What is Online Banking? + Online Banking gives you access to your account information through a web browser using your desktop or mobile device. You’ll be able to view your accounts, see recent activity, move money across multiple accounts, people, or banks, enroll in financial tools, set alerts, view eStatements, access your credit score through our partnership with SavvyMoney, and much more. What features does Online Banking offer? + Online Banking is great for when you don’t have time to come in to a branch or you want to access your account 24/7. Features include: Check your latest account balance and search recent transactions by date, amount, or check number Transfer funds across multiple accounts, people, or banks Pay bills conveniently using Bill Pay Control how and when your cards are used Manage transaction, balance, and security alerts Have notifications sent directly to your device via push alerts Enable or disable biometric login access on your mobile device Update your Login ID and Password Set your preferences, including account information, statement delivery, the order you view your accounts, and accessibility features Enroll your accounts to check balances and view recent transactions using your Apple Watch® See updates to your credit score and access helpful financial tools through our partnership with SavvyMoney How do I enroll in online banking? + Enrolling is easy! Bluestone Bank customers can enroll in online banking by clicking this link. During the enrollment process, you will create your user ID and password. Access to your accounts is available immediately. However, if you already downloaded the Mobile App, you’ll use the same User ID and Password for Online Banking. What should I do if I forgot my password? + Resetting your password is easy! Simply select ‘Forgot your password?’ on the login screen and follow the prompts. Technical Questions Do I need a certain type of mobile phone to use Mobile RDC? + Currently supported devices are Apple iPhones/iPads with IOS 4.2 or higher and Android Smartphones using Android 2.3 or higher. All phones must have a camera with Auto-Focus. What type of internet connectivity do I need? + Your mobile device must have an appropriate data plan that allows the transmission of data over the internet. The processing time to upload a check is very slow. What should I do? + The processing from device to the bank and back is not controlled by the bank. This is dependent upon your device, carrier, memory on the device, and current connection that you have. Try to improve one or more of these elements and re-try uploading check again. Text Banking What is Bluestone Bank Text Banking? + Text banking gives you access to your account information via text (SMS) messages on your phone. It’s a fast, easy way to look up account balances or recent account history by sending a text command via the bank’s shortcode. What is Bluestone Bank’s shortcode? + All text messages should be sent to 226563. Is Text Banking supported on my phone? + Text Banking will work on any text message (SMS) capable phone from one of our supported carriers. Will I receive unsolicited text messages? + No. You will only receive messages when you specifically request them with one of the Text Banking commands or if you subscribe to Mobile Alerts. What are the Text Banking commands? + FUNCTIONCOMMANDDESCRIPTIONBalanceBSummary of available balances for all accountsHistoryHSummary of recent transactions per accountCommandCList of available Text Banking commandsHelpHEHelp content for Text BankingLoginLReceive a URL for the Bluestone Bank Mobile Browser websiteRecoverRReceive a URL and new activation code for the Bluestone Bank Mobile BrowserStopSDe-activate all Bluestone Bank text services NOTE: You can check for available commands by activating your phone and sending ‘C’ to 226563. Zelle® FAQs What is Zelle®? + Zelle® is a fast, safe and easy way to send money directly between almost any bank accounts 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 know and trust, regardless of where they bank.2 Ask your recipient to enroll with Zelle® before you send them money – this will help them get your payment quicker. Who can I send money to with Zelle®? + You can send money to friends, family and people you know.2 We recommend you ask people to enroll with Zelle® before you send them money – this will help them get your payment quicker. Since money is sent directly from your 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 number. Zelle® should only be used to send money to friends, family or others you trust. How do I use Zelle®? + You can send, request, or receive money with Zelle®. To get started, log into your Online Banking account or the Bluestone Bank Mobile App and select “Send Money with Zelle®”. Enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you’re finished. 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 memo, 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(s) from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request”.** 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®. ** In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle®. Someone sent me money with Zelle®, how do I receive it? + If you have already enrolled with Zelle®, you do not need to take any further action. The money will move directly into your bank account, typically within minutes.1If you have not yet enrolled with Zelle®, follow these steps: Click on the link provided in the payment notification you received via email or text message. Select Bluestone Bank. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification – you should enroll with Zelle® using that email address or U.S. mobile number to ensure you receive your money. What types of payments can I make with Zelle®? + Zelle® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor.2 Since money is sent directly from your bank account to another person’s bank account within minutes, Zelle® should not be used to send money to people you don’t know or trust. Zelle® should only be used to send money to friends, family or others you trust. Neither Zelle® nor Bluestone Bank offer 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. Are there any fees to send money using Zelle®? + Bluestone Bank does not charge any fees to use Zelle®.3 How do I get started? + It’s easy — Zelle® is already available within both Online Banking and the Bluestone Bank Mobile App! Check our app or sign in online and follow a few simple steps to enroll with Zelle® today. We recommend you enroll before someone sends you money – this will help you get your first payment faster. You can find a full list of participating banks and credit unions live with Zelle® here. If your recipient’s bank 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. How does Zelle® work? + When you enroll with Zelle®, your name, the name of your bank and the email address or U.S. mobile number you enrolled is shared with Zelle® (no sensitive account details are shared – those stay with Bluestone Bank.) When someone sends money to your enrolled email address or U.S. mobile number, Zelle® looks up the email address or mobile number in its “directory” and notifies Bluestone Bank of the incoming payment. Bluestone Bank then directs the payment into your bank account, all while keeping your sensitive account details private. Can I use Zelle® internationally? + In order to use Zelle®, the sender and recipient’s bank accounts must be based in the U.S. Can I cancel a payment? + 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 know and trust, and always ensure you’ve used the correct email address or U.S. 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 call us at 800.356.8622 so we can help you. How long does it take to receive money with Zelle®? + Money sent with Zelle® is typically available to an enrolled person within minutes1. Ask your friends and family to enroll with Zelle® before you send them money – this will help them get your payment quicker. 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 into your recipient’s account. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes.1 If your payment is still 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 give the Bluestone Bank customer support team a call toll-free at 800.356.8622 or get in touch through our support page. Will the person I send money to be notified? + Yes! They will receive a notification via email or text message. Is my information secure? + Keeping your money and information safe is a top priority for Bluestone Bank. When you use Zelle® within our mobile app, your information is protected with the same technology we use to keep your bank account safe. 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® 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 Zelle® nor Bluestone Bank offer 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. 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 Care Center and ask them to move your email address or U.S. mobile phone number to Bluestone Bank so you can use it for Zelle®. Once our Customer Care Center moves your email address or U.S. mobile phone number, it will be connected to your Bluestone Bank account so you can start sending and receiving money with Zelle®. Please call the Bluestone Bank Customer Care Center toll-free at 800.356.8622 for help. Zelle® and the Zelle® related marks are wholly owned by Early Warning Services, LLC and are used herein under license. 1 Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle®. 2 Must have a bank account in the U.S. to use Zelle®. 3 Mobile carrier fees may apply.
