PopMoney Help Center

Overview

Questions

What is Popmoney?

How does Popmoney work?

Will my bank account information be shared?

Why am I asked to verify my email address?

Why am I asked to provide my mobile phone number and verify it?

Answers

  • What is Popmoney?

    Popmoney is a person-to-person payments service offered by FNBO Direct allowing you to send secure electronic payment to anyone no matter where your recipient banks. You can access Popmoney directly from the security and convenience of FNBO Direct. Send money directly from any of your FNBO Direct accounts to anyone using their email address, mobile phone number or bank account information. Similarly, you can receive money from others to your FNBO Direct accounts.

  • How does Popmoney work?

    Popmoney works in 4 easy steps:

    • Log In: to your FNBO Direct account. Select "External Transfers" from the “Transfer Funds” widget in the lower left corner of the “Accounts” tab. and select "Popmoney" as your transfer option.
    • Send Money: provide the email address, mobile phone number or bank account information of the recipient. Then, just tell us from which of your FNBO Direct accounts to withdraw the funds, how much to send, and when to send the payment.
    • Notify Recipient: if you sent the money using an email address or mobile phone number, we will notify the recipient via email or text message with instructions on how to deposit the payment. If you sent the payment to a recipient bank account, the money will be directly deposited into the recipient's account.
    • Deposit Payment: There are two ways to deposit a payment. If the recipient's bank offers Popmoney, the recipient can deposit the payment directly through their online bank. If the recipient's bank does not offer Popmoney, the recipient can deposit the payment directly into his/her bank account at www.Popmoney.com.
  • Will my bank account information be shared?

    No! Your bank account information, and the bank account information of your recipient, will always remain confidential. Your recipient will see your first name, last name, the message you wrote for the payment, and your email address or mobile phone number, depending on how you sent the payment.

  • Why am I asked to verify my email address?

    Popmoney enables anyone to send you money using your email address. To ensure you receive these payments, we need you to register and verify your email address. In addition, we’ll inform you when your payment is processed, when your recipient has deposited the payment, and if any changes are made to your Popmoney profile. We will also inform you in the unlikely event that your payment fails.

  • Why am I asked to provide my mobile phone number and verify it?

    Popmoney enables anyone to send you money using your mobile phone number. To ensure you receive these payments, we need you to register and verify your mobile phone number. In addition, for your protection we may send you a text message with a verification code to your mobile phone when you send money.

Send Money with PopMoney

Questions

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

What are the advantages of the different methods to send money?

What are the fees associated with the service?

Should I contact the recipient to inform a payment is coming?

Why don't I see all my bank accounts?

Why can't I send money during the weekend or on a holiday?

When will the funds be available to the recipient?

What is Standard Delivery

What is a recurring payment plan and how does it work?

Why should I include a personal message to the recipient?

Can I cancel a payment?

Answers

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

    You can send money to someone using the following:

    • Email address: your contact will receive an email message with instructions on how to deposit the payment directly into their bank account.
    • Mobile phone number: your contact will receive a text message with instructions on how to deposit the payment directly into their bank account. You may want to consider a different option of payment if the recipient cannot receive or pays extra to receive text messages.
    • Bank account information (routing and account number): the payment will be directly deposited into the contact bank account.
  • What are the advantages of the different methods to send money?

    All methods offer their advantages:

    • The advantage of sending money to an email address or mobile phone is that there isn't a need for the recipient to provide their bank account information to you. Additionally, the recipient may turn on automatic deposit, which means payments made to the recipient email address or mobile phone number will be directly deposited into their account.
    • The advantage of sending money to a bank account is that the funds will be directly deposited into the recipient's bank account; the recipient does not have to take any action to complete the payment. However, the recipient is required to share his/her bank account information with you.
  • What are the fees associated with the service?

    There are fees associated with this service. Please review the Fee Schedule for each Popmoney transaction.

    Transaction Fee Schedule
    Next Day Delivery $10.00

    You may be charged per text message by your wireless provider. Please check your wireless plan before you begin using the service.

  • Should I contact the recipient to inform a payment is coming?

    It is not necessary, but is probably a good idea for the first payment to alert your recipient they will be receiving a payment from you through the Popmoney service offered by FNBO Direct.

  • Why don't I see all my bank accounts?

    Occasionally, for your protection, we may need to suspend your ability to send and receive money from one or more of your bank accounts. Please contact us at call 1-877-370-3707, 24 hours a day, 7 days a week to resolve this issue, if it should arise.

  • Why can't I send money during the weekend or on a holiday?

    Occasionally, for your protection, we may need to suspend your ability to send and receive money from one or more of your bank accounts. Please contact us at call 1-877-370-3707, 24 hours a day, 7 days a week to resolve this issue, if it should arise.

  • When will the funds be available to the recipient?

    Funds are transferred via the ACH network. Please see the network time schedule in the table below.

    If you send money to an email address or mobile phone number, the recipient must provide their bank account information before the payment will be deposited. If the recipient has automatic deposit enabled, then we will deposit the payment into their bank account as soon as we have the funds. This may take up to three business days.

    Standard Delivery (3 Business Days)
    Payment Sent by midnight EST: Payment Received
    Monday Thursday
    Tuesday Friday
    Wednesday Monday
    Thursday Tuesday
    Friday Tuesday
    Saturday Wednesday
    Saturday Wednesday

    Please note: Weeks that contain federal holidays will extend this time table.

  • What is Standard Delivery

    For payments to a bank account, we will deposit the payment into the contact bank account within 3 business days.

    For payments to an email address or mobile phone number, we will notify the recipient of the payment on the send date.

    • Contacts with automatic deposit enabled will see the payment in their bank account in 3 business days.
    • Contacts without automatic deposit enabled cannot receive the payment until they provide us with their bank account information; once provided, we will deposit the payment into the contact bank account within 1 to 3 business days.
  • What is a recurring payment plan and how does it work?

    A recurring payment plan allows you to repeat a payment based on your specified frequency and duration.

    To set up a recurring payment plan, schedule a payment as usual, and then select Make this a Recurring Payment. You will be asked how frequently to send this payment and for what duration.

    To view your scheduled recurring payment plans select "Scheduled Payments".

    Please note that if a payment of a recurring payment plan falls on a holiday or a weekend, we will send the payment on the prior business day.

  • Why should I include a personal message to the recipient?

    A personal message gives the contact the confidence that she/he is receiving the payment from someone they know. It is also communicates the purpose of the payment to the contact.

  • Can I cancel a payment?

    Yes, you may cancel a payment anytime before or on the send date. We will notify your contact if you cancel the payment on the send date.

Incoming Payments & Alerts

Questions

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

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

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

What if the sender has provided the wrong mobile phone number, or cannot receive text messages?

What is automatic deposit?

Why didn't automatic deposit work for an incoming payment?

What happens when a payment expires?

Answers

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

    To see a payment you are expecting, you must register and verify the email address or mobile phone number to which a payment notification is sent. Please click Preferences, and register and verify any email address or mobile phone number at which you have received a payment notification once you are logged in to your FNBO Direct accounts.

    If you feel the payment has been sent to the incorrect email address or mobile phone number, please contact the sender immediately.

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

    The funds will be available in your FNBO Direct account anywhere from one business day to three business days after you deposit a payment.

    Click Activity to view the estimated date when the funds will be available once you are logged into your FNBO Direct profile.

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

    The sender provided your mobile phone number when she/he scheduled the payment; as a security precaution, you will need to verify access to this mobile phone number in order to deposit your payment.

  • What if the sender has provided the wrong mobile phone number, or cannot receive text messages?

    Please call the sender to have them edit the mobile phone number; the sender can edit the mobile phone number to the correct one by clicking Activity and editing the payment within their Popmoney service in the Online Bank or at www.Popmoney.com.

    Do not attempt to deposit this payment! We will return the funds 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 all incoming payments are deposited. Once the automatic deposit is turned on, there’s nothing more for you to do – all payments made to you will be automatically deposited into your selected account and you will be informed via email when the funds are available. You can edit automatic deposit settings in Preferences once you are logged into FNBO Direct.

  • Why didn't automatic deposit work for an incoming payment?

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

    • The payment was to an email address or mobile phone number that was not currently registered to your profile. Select Preferences, and register and verify any email address or mobile phone number at which you have received a payment notification.
    • Occasionally, as a security precaution, we require the sender to provide us with your mobile phone number when she/he schedules the payment; you need to verify access to this mobile phone number to deposit the payment.
  • What happens when a payment expires?

    You have 30 days from the send date to deposit the payment, after which the payment expires. When this occurs, the funds are returned to the sender's account.

Activity

Questions

What are the different payment statuses?

Why did my transaction fail?

When can I stop a payment that I've sent?

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

Answers

  • What are the different payment statuses?

    Below is a list of the possible payment statuses and their definitions:

    On Hold: For your protection, we have placed a hold on the payment. The payment will be cancelled in one business day unless you call an FNBO Direct customer service representative at 1-877-370-3707 to remove the hold.

    Pending: We notified your contact of this payment. The funds will be withdrawn from your account tomorrow.

    In Progress: We have notified the contact and are currently processing the payment. Please view payment details for more information. If this is a payment you received, then you have successfully initiated the deposit of the payment, but the funds are still en route and will not be available in your FNBO Direct account.

    Cancelled: The payment was cancelled per your request.

    Failed: A payment may fail due to one of the following reasons:

    • There are insufficient funds in the account to cover the amount of the payment.
    • The contact is unable to validate access to the mobile phone as provided by you.
    • We are unable to deposit the funds into the contact's bank account.

    If this is a payment you received, then the payment may fail because we are unable to deposit the payment into your FNBO Direct account or you were unable to verify the mobile phone number as provided by the sender.

    Stopped: The payment was stopped per your request and the funds are returned to your account. If this is a payment you have received, then this payment was stopped by the sender.

    Expired: The contact has 30 days from the send date to deposit the payment, after which the payment expires and the funds will be returned to your account.

    Completed: The payment has successfully been deposited into the recipient account. If this is a payment you received, then the payment has successfully been deposited into your FNBO Direct account.

  • Why did my transaction fail?

    A payment may fail due to one of the following reasons:

    • There are insufficient funds in the account to cover the amount of the payment.
    • The recipient is unable to validate access to the mobile phone as provided by you.
    • We are unable to deposit the funds into the recipient's bank account.
  • When can I stop a payment that I've sent?

    You may stop a payment any time 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.

  • 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 Scheduled Payments once logged in to update.

Scheduled Payments

Questions

What are the different scheduled payment statuses?

Can I edit or cancel a future-dated payment?

Can I edit or cancel a recurring payment plan?

Answers

  • What are the different scheduled payment statuses?

    Below is a list of all the possible scheduled payment statuses and their definitions:

    On Hold: For your protection, we have placed a hold on the payment. The payment will be cancelled in one business day unless you call an FNBO Direct customer service representative at 1-877-370-3707 to remove the hold.

    Pending: The payment has been scheduled. We will process the payment per your instruction 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 edit the Send Date, Amount, Message to Contact, and My Notes once logged in. Just select the Transfer Funds tab and enter into the Popmoney service to update any information.

  • Can I edit or cancel a recurring payment plan?

    Yes, you can edit or cancel the next payment or the entire recurring payment plan at anytime. For the next payment, you can edit the Send Date, Amount, and Message to Contact, without affecting the rest of the plan. For the entire recurring payment plan, you can edit the Send Date, Amount, Message to Contact, My Notes, Frequency and Duration.

Contacts

Questions

Can I have multiple email addresses, mobile phone numbers, or bank account information for a contact?

Answers

  • Can I have multiple email addresses, mobile phone numbers, or bank account information for a contact?

    Yes, the ability to add multiple email addresses, mobile phone numbers, or bank account information for each contact is available. This gives you the flexibility to pay your contact in multiple ways:

    • Email address: your contact will receive an email message with instructions on how to deposit the payment directly into their bank account.
    • Mobile phone number: your contact will receive a text message with instructions on how to deposit the payment directly into their bank account.
    • Bank account information (routing and account number): the payment will be directly deposited into the contact bank account.

Preferences

Questions

What is a primary email address?

Can I add multiple email addresses and/or mobile phone numbers that I own?

Answers

  • What is a primary email address?

    A primary email address is the "From" email address that is for sending a payment. In addition, your primary email address will be used for all communications between the Popmoney service and you.

  • Can I add multiple email addresses and/or mobile phone numbers that I own?

    Yes! By adding multiple email addresses and/or mobile phone numbers, you can receive payments made to them. For example, this is helpful for individuals who have separate email addresses or mobile phone numbers for personal friends and work colleagues.