Best Practices and Safety Tips when Using Zelle®

Zelle^® payments should only be sent to friends, family and others you know and trust. Zelle^® payments cannot be cancelled once they are sent to an enrolled user. Furthermore, there are no protections against authorized payments – those that you initiate legitimately to pay a person or business – even if you do not receive what you paid for or it was not what you expected. This may mean that there is no way to get your money back in these situations. Simply put, it is best to treat Zelle^® payments as if they were cash.

Remember, government entities, utility companies and other billers do not ask for Zelle^® payments. If you get a call from someone claiming to be from one of these entities and asking for a Zelle^® payment, this is a scam and you should end the call immediately.

Always ensure you have the correct mobile phone number (in the United States) or email address for the person to whom you are sending money. The best way to do so is to contact the recipient and double check that their information is correct before sending money with Zelle^®.

It is recommended that you send a low dollar transaction to a new recipient, or before sending a large dollar amount, as a way to verify that it has been sent to the appropriate recipient.

Never provide your online or mobile banking credentials to anyone, even if they are someone you know and trust, as that would be considered an authorized transaction and you will not be able to get your money back. Fraudsters are very good at pretending to be an individual or business that you know and trust. By keeping this information only to yourself, you are limiting the chances of it being obtained fraudulently. Remember, Cape Cod 5 does not need your online banking login credentials to assist you. If someone claiming to be a Bank employee asks you for this information, it's a scam.

Zelle^® is a fast, safe and easy way to send money directly between accounts at almost any bank or credit union in the U.S., typically within minutes¹. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of their financial institution².

You can still use Zelle^® through Cape Cod 5. Here are a few things to consider:

• When enrolling with Zelle^® through the Cape Cod 5 mobile app or Online Banking, you will be asked to provide an email address or U.S. mobile phone number which will be used to send and receive money with Zelle^®.

• If you attempt to enroll using an email address or U.S. mobile phone number enrolled with Zelle^® at another financial institution, we will ask if you would like to move that email address or U.S. mobile phone number to Cape Cod 5’s Zelle^® platform.

• Moving your Zelle^® contact information to Cape Cod 5 means that money sent and received with Zelle^® will occur on your eligible accounts at Cape Cod 5 and not at the financial institution where your Zelle^® contact information was previously enrolled.

• If you decide to keep an email address or U.S. mobile phone number associated with Zelle^® at another financial institution, you must enroll with Zelle^® at Cape Cod 5 using a different email address or U.S. mobile phone number.

If you have already enrolled with Zelle^®, you do not need to take any further action. The money will move directly into your Cape Cod 5 account, typically within minutes¹.

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 “Cape Cod 5.”

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 neighbor².

Since money is sent directly from your bank account to another person’s bank account within minutes¹, Zelle^® should only be used to send money to people you trust.

Neither Cape Cod 5 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 within your Cape Cod 5 mobile app or Online Banking! Check your app or sign-in online and follow a few simple steps to enroll with Zelle^® today.

When you enroll with Zelle^® through the Cape Cod 5 mobile app or Cape Cod 5 Online Banking, your name, your financial institution’s name and the email address or U.S. mobile number you enrolled is shared with Zelle^® (no sensitive account details are shared – those stay with Cape Cod 5). 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 Cape Cod 5 of the incoming payment. Cape Cod 5 then directs the payment into your bank account, all while keeping your sensitive account details private.

Money sent with Zelle^® is typically available to an enrolled recipient within minutes¹.

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 minutes¹.

If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle^® and that you entered the right 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 call the Cape Cod 5 Customer Service Center at 888-225-4636 for assistance.

Yes! They will receive a notification via email or text message.

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 Cape Cod 5 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. Call our Customer Service Center at 888-225-4636 and ask us to move your email address or U.S. mobile phone number from the financial institution where you initially enrolled to your desired bank account so you can use it for Zelle^®.

Once customer support moves your email address or U.S. mobile phone number, it will be connected to your Cape Cod 5 account so you can start sending and receiving money with Zelle^®.