Errors Help

Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our customer support team and ask them to move your email address or U.S. mobile phone number to your bank 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 bank account so you can start sending and receiving money with Zelle. Please call your bank’s customer support for help.

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There are a couple of reasons why you may be receiving this message:
  • Your U.S. mobile number or email address is already enrolled with another bank or credit union.
  • Your U.S. mobile number or email address is already enrolled with clearxchange.com or the Zelle app. (clearXchange® is an online version of Zelle used for receiving payments from companies. You will probably receive very few calls about clearXchange.com).
When registering for Zelle within 1st Source’s Online or Mobile Banking you will be asked if you would like to associate the email or phone number you previously registered with 1st Source instead.By changing the association funds will now be directed to/from your 1st Source account.
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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 your bank’s customer support.

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Here’s what you should do:
  • If the person has not yet enrolled with Zelle®, you can try to cancel the payment. To check whether the payment is still pending, go to your Zelle activity page in the 1st Source Mobile App, find your transaction to see if it is still listed and pending, and if so, 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.
  • If the payment is no longer pending, call/text message/email the person you accidentally sent money to and ask them to send the money back.
  • If you aren't able to get your money back, please call us at 574-235-2000 so we can help you.
 
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