Help & FAQs | Credit Union | Questions

Find the answers you need to the questions you have – anytime.

When you have questions about your Vault Offshore Banking accounts or our products and services, start here. We compiled the questions we receive most frequently from members so you can quickly find valuable information. If you need more assistance, please contact us. We are always happy to help.

You can also access several self-service forms to take care of business on your own.

Zelle®

What is Zelle®?

Zelle^® is a fast, safe, and easy way to send money to people you know and trust, typically within in minutes³.

Who can I send money to 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.¹

Since money is sent directly from your Vault Offshore Banking account to another person's bank account within minutes³, Zelle^® should only be used to send money to friends, family, and others you trust.

If you don't know the person or aren't sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle^®. These transactions are potentially high risk (just like sending cash to a person you don't know is high risk).

Neither Vault Offshore Banking 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.

How do I use Zelle®?

You can send, request, or receive money with Zelle^®.

To get started, navigate to "Pay Bills" in Online Banking or "Transfer and Pay" in Mobile Banking and select "Send Money with Zelle^®". Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you are ready to start sending and receiving with Zelle^®.
To send money using Zelle^®, simply add a trusted recipient's email address or U.S. mobile phone number, enter the amount you would like to send and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes³.
To request money using Zelle^®, choose "Request," select the individual(s) from whom you would like to request money, enter the amount you would like to request, include an optional note, review and hit "Request"².
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^®.

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 minutes³.

If 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 Vault Offshore Banking.
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 where you received the notification 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 neighbor².

Since money is sent directly from your bank account to another person's bank account within minutes³, Zelle^® should only be used to send money to friends, family and others you trust.

Neither Vault Offshore Banking 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.

Are there any fees to send money using Zelle®?

Vault Offshore Banking does not charge fees to send or receive money with Zelle^®, but there is a stop payment fee to cancel a Zelle^® transaction that is still pending; please refer to the stop payment fee in our Fee Schedule. If the recipient doesn’t enroll with Zelle^® within 14 days, the payment will naturally expire, the funds will be returned to your account and no fees will be assessed.

Are there any fees to send money using Zelle®?

How do I get started?

It's easy — Zelle^® is already available within Online Banking through "Pay Bills" and Mobile Banking through "Transfer and Pay"! Check our app or log into Online Banking and follow a few simple steps to enroll with Zelle^® today.

What if I want to send money to someone whose financial institution does not offer Zelle®?

You can find a full list of banks and credit unions participating in Zelle^® here.

If your recipient's financial institution is not on the list, do not 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^® in Online or Mobile Banking, your name, Vault Offshore Banking's name, and the email address or U.S. mobile number you enrolled with is shared with Zelle^® (no sensitive account details are shared – those stay with Vault Offshore Banking).

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 Vault Offshore Banking of the incoming payment. Vault Offshore Banking then directs the payment into your 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 has not yet enrolled with Zelle^®. To check whether the payment is still pending because the recipient has not 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 is important to only send money to people you trust, and always ensure you have 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 are not able to get your money back, please call Vault Offshore Banking at so we can help you.

Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or mobile number) are made available by Vault Offshore Banking but are a separate service from Zelle^® and can take 1 – 3 business days to process.

You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

How much money can I send with Zelle®?

To view the amount of money you can send with Zelle^®, navigate to the "Send" screen, select a recipient, and click on "Limits."

How long does it take to receive money with Zelle®?

Money sent with Zelle^® is typically available to an enrolled recipient within minutes³.

If you send money to someone who is not enrolled with Zelle^®, they will receive a notification prompting them to enroll. After enrollment, the money will be available in your recipient's account, and will be available typically within minutes³.

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 are waiting to receive money, you should check to see if you have received a payment notification via email or text message. If you have not 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 .

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 Vault Offshore Banking. When you use Zelle^® within Online or Mobile Banking, your information is protected with the same technology we use to keep your account safe.

I'm unsure about using Zelle® to pay someone I do not know. What should I do?

If you do not know the person, or are not 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 do not know is high risk). Neither Vault Offshore Banking 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.

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 us at and ask to move your email address or U.S. mobile phone number to Vault Offshore Banking so you can use it for Zelle^®.

Once we move your email address or U.S. mobile phone number, it will be connected to your Vault Offshore Banking account so you can start sending and receiving money with Zelle^® through Online or Mobile Banking. Please call us at for help.

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