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Popmoney® FAQ

Get answers to your Popmoney® questions.


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What is Popmoney®?

Popmoney® is an innovative 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.

How does Popmoney® work?

Sending Money

To send money, log in to your online bank account and look for Popmoney®.

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.

If your bank offers Popmoney®, you can log in to your bank account and direct the funds there.

Otherwise, you can provide your bank account information at Popmoney®.com. Your money will be sent to that account. If you don't provide your account information, the payment will be automatically returned to the sender's account. 

Money sent to a bank account will be automatically deposited there.

It's just that easy! 

What can I use Popmoney® for?

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 bank. 

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 

Will my bank account information be shared with the recipient?

No, your bank 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 bank account information. 

Why do I need to verify my email address and phone number?

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. 

How will payments appear on my account statement?

The transaction description will show as “VERABANKHENDERSON/POPMONEY” along with sender and recipient names. 

What browsers work best with Popmoney®?

Popmoney® works across many browsers and platforms, but we recommend the following to provide the best combination of security and functionality:  

  • Microsoft Internet Explorer 11.0
  • Microsoft Edge
  • Mozilla Firefox
  • Safari
  • Google Chrome

Should I enable Javascript?

We suggest you enable JavaScript in your browser since it is necessary for some Popmoney® functions. 

Sending Money

What are the different ways I can send money to someone?

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 : a text message will be sent to the recipient on your behalf with instructions on how to direct the payment into his or her bank account. If the recipient doesn't respond to the payment notification after 3 days, a text message will be sent. This text message is sent on your behalf to the recipient reminding them to act on the payment notification. You may want to tell your contact that standard Message and Data rates may apply. 
  • 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.  

When will the recipient receive the funds?

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're sending the payment via email or mobile, your contact must provide their bank account information in order to receive the funds within 3 business days. 
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're sending the payment via email or mobile, your contact must provide their bank account information by 8 PM Central Time in order to receive the funds the next business day.  
What is Standard Delivery?
Payment Sent To Standard Delivery Description

Bank Account

The payment will be sent to your contact's bank account within 3 business days.

Email Address or Mobile Number

The recipient will be notified of the payment on the send date.

  • Contacts with Automatic Deposit enabled will see the payment in their bank account within 3 business days.
  • Contacts without Automatic Deposit enabled cannot receive the payment until they provide their bank account information. Once provided, the payment will be sent to the contact's bank account within 3 business days.


What is Express Delivery?
Payment Sent To Standard Delivery Description

Bank Account

The payment will be sent to your contact's bank account the next business day.

Email Address or Mobile Number

The recipient will be notified of the payment on the send date. 

  • Contacts with Automatic Deposit enabled will see the payment in their bank account the next business day.
  • Contacts without Automatic Deposit enabled cannot receive the payment until they provide their bank account information. Once provided, the payment will be sent to the contact's bank account the next business day. 

 

Can I send money internationally?

No, currently you can only use Popmoney® to send money within the United States. If you send a payment to your contact's email or mobile, your contact will be required to provide a US bank account to receive the funds. Otherwise, the payment cannot be processed and the funds will be returned to your bank account. 

Why do I have limits on my payments?

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. 

What are the fees associated with the service?

Fees are presented at the time a transaction is scheduled.

Popmoney® Fees: 

      • Sending Money - Standard Delivery (3 Business Days) = FREE
      • Sending Money - Next Day Delivery = $3.00
      • Requesting Money (only if paid) = $2.00 

Why am I asked to enter a message to the contact?

A personal message gives the contact the confidence that s/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. 

Why are some of my contact bank accounts, email addresses, or mobile numbers missing from the "Send Method" dropdown field?

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 877-566-2621; 888-281-6123 (Spanish) to remove a hold or suspension. 

Can I cancel a payment?

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. 

How do I add a contact?

There are two ways to add a contact: 

      • You can start typing a name, email or mobile phone in the To field. If it does not exist in your contacts list, an add contact window will pop up. Complete the remaining information and click Add.
      • Click on the Contacts tab and click on the Add Contact button. Enter the required fields and click Save.  

Requesting Money

What are the different ways I can request money from someone?

You can send money to someone using his/her:  

      • Email address : your contact will receive an email with instructions on how to pay the request.
      • Mobile number : a text message will be sent to the recipient on your behalf with instructions on how to pay the request. 

When will I receive the funds?

3 business days after the recipient of the request makes a payment. The money will be deposited to the bank account you selected when sending the request. 

Why do I have limits on my requests?

For your protection, limits have been created on how many requests and value of requests can be sent during various time periods. Please click the Icon next to the Amounts field to view your available limits. 

What are the fees associated with the service?

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

Do I pay a fee if my request is not paid?

No. Fee will be deducted only If you receive a payment. No fee will be charged if the request is not paid. 

Why am I asked to enter a message to the contact?

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

Can I cancel a request?

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. 

Incoming Payments & Alerts

Why don't I see a payment that I'm expecting?

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. 

When will the funds be available in my account after I deposit the payment?

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

Why am I asked to verify my mobile number to deposit a payment sent to my email address?

As a security precaution, the sender provided your mobile number when scheduling the payment. You need to verify access to this mobile number in order to confirm your identity and receive the funds. 

If the sender has provided the wrong mobile number, or I cannot receive text message at this phone, what should I do?

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. 

What is Automatic Deposit?

Automatic Deposit is the easiest and fastest way to receive money. It allows you to designate one account into which payments from all participating financial institutions 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. 

Why didn't Automatic Deposit work for an incoming payment?

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

      • 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.
      • As an extra security precaution, the sender is sometimes required to provide your mobile number when scheduling the payment. You need to verify access to this mobile number in order to receive the payment. 

What happens when a payment someone sent me expires?

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. 

Received Requests & Invoices

Where can I find Received Requests and Invoices?

All unpaid money requests and invoices are listed in your To Do List in the Overview tab.

Is there a fee for paying a request or invoice?

There is no fee for paying a request or invoice.

Can I pay an amount different from what is requested?

This depends on the type of request that you have received. If the requestor is seeking a fixed amount, you will not be able to change it. If the requestor agreed to accept a partial payment, you will be able to change the payment amount on the payment screen. Please note that you can only pay an amount equal or less than the amount requested. You cannot pay more than the requested amount. Once you make a payment on the request, the request will be closed. You can view this payment in your Activity.

I do not see any amount for the request. What do I do?

The requestor has decided to let you choose the amount you'd like to pay. However, the maximum amount you can pay may be subject to maximum transaction limits. 

I have paid the request, but the requestor is saying he has not received the money. Should I pay again?

It takes 3 business days for the requestor's account to be credited, after you have made the payment. The requestor can check the status of the payment by going to the Activity section of Popmoney®. 

What do I do if I do not want to pay the request?

You have the option to reject the request. Click on the details of the received request and select the reject option. You have the option to send a message to the requester when you reject the request. Note that if you do not take any action, the request will eventually expire (typically in 30 days). 

I am no longer able to see a request I received. Where can I find it?

All requests expire within a specified time (typically 30 days) and will disappear from your list. If you did not pay earlier and would like to pay, the requestor will have to send a new request. 

I have already paid the invoice via check. What do I do?

If an invoice is paid outside of the payment service (e.g., via paper check or bill pay), you can manually mark the invoice as paid. This will move the invoice from 'unpaid' to 'paid' which will be reflected in the Activity section within Popmoney®. 

I received a Popmoney® notification requesting money to my email or mobile. However, I do not see the request in my To Do List. What do I do?

If you do not see a Request or Invoice that you are expecting, this is most likely because you have not added the email address or mobile number to which the request 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 request immediately. 

Activity

What are the different payment statuses?

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 call 877-566-2621; 888-281-6123 (Spanish) 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 10 days 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.

Why did my transaction fail?

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.

Can I stop a payment after the send date?

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, select the payment you would like to cancel, and click the Stop Payment button. You will not see the Stop Payment button when the option is no longer available. 

Where do I view and edit future–dated payments and recurring payment plans?

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

Scheduled Payments

What are the different scheduled payment statuses?

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 877-566-2621; 888-281-6123 (Spanish) to remove the hold.
      • Pending : The payment has been scheduled. It will be processed per your instructions when the send date arrives.

Can I edit or cancel a future–dated payment?

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. 

Can I edit or cancel a recurring payment plan?

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. 

Contacts

What is the difference between adding a contact's email address, mobile number, or bank account information?

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 phone : your contact will receive a text message with instructions on how to direct the payment into his or her bank account. (The contact may incur fee for the text message.)
      • 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. Please note that the bank account information is not mandatory to send money to your contact.  

Why are my contacts' email addresses, mobile numbers, or bank accounts 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 877-566-2621; 888-281-6123 (Spanish) to remove a hold or suspension. 

Preferences

What is a primary email address?

Your primary email address will be used for all communications between Popmoney® and you. It is also the email address that your contact will see when you send an email payment. 

Why would I want to add multiple email addresses and/or mobile numbers that I own?

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. 

What is Automatic Deposit?

Automatic Deposit is the easiest and fastest way to receive money. It allows you to designate one account into which payments from all participating financial institutions 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. 

Why is there an exception to my Automatic Deposit Setting?

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. This will override any previous Automatic Deposit settings associated with that particular email address or mobile number.