FAQ - Popmoney Questions

  1. 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.

  2. Sending Money

    1. To send money, log in to your Online Banking and look for Popmoney under the Move Money tab or login into your Mobile App and select Popmoney from the menu.
    2. Send money to anyone using his/her email address, mobile number or bank account information.
    3. You will be notified when the transaction is completed.

    Receiving Money

    1. You receive an email or text message telling you someone sent you money.
    2. If your bank offers Popmoney, you can log in to your bank account online and direct the funds there. Gate City Bank customers should log into Online Banking on a computer to accept their funds.
    3. Otherwise, you can provide your bank account information at Popmoney.com. Your money will be sent to that account.
    4. If you don't provide your account information, the payment will be automatically returned to the sender's account.
    5. Money sent to a bank account will be automatically deposited there.

  3. 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

  4. 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.

  5. 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.

  6. 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: your contact will receive a text message with instructions on how to direct the payment into his or her bank account.
    • 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. Sending money to a contact’s bank account is not available within the Mobile App. 
  7. 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 are sending the payment via email or mobile, your contact must provide his/her bank account information; she/he will receive the funds 3 business days later.

    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 are sending the payment via email or mobile, your contact must provide his/her bank account information by 5 PM Central Time in order to receive the funds the next business day.

  8. 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.

     

  9. Payment Sent to

    Express 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

     

  10. Standard payments: 11:59 PM CT
    Express payments: 5:00 PM CT
    It's also important to note what days Popmoney processes. Express transfers process Monday through Friday and Standard transfers process Sunday through Friday.

  11. No, currently you can only use Popmoney to send money within the United States. You cannot send money to an account or a recipient in a foreign country, receive money from a foreign account, or register for the product if you have a foreign address. If you send a payment to your contact's email or mobile, your contact will be required to provide a United States bank account to receive the funds. Otherwise, the payment cannot be processed and the funds will be returned to your bank account.

  12. Popmoney transactions must be at least $10.00. Please click the “View Limits” link to view your available limits.

  13. 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.

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

  15. A personal message gives the contact the confidence that she/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.

  16. One business day after the Send Date.

  17. 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 800-423-3344 to remove a hold or suspension.

  18. Yes, you may cancel a payment any time before or on the send date. Your contact will be notified if you cancel a payment after a payment notification has been sent.

  19. In Online Banking:

    1. 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.
    2. Click on the Contacts tab and click on the Add Contact button. Enter the required fields and click Save.

    In Mobile App:

    1. Contacts will pull from the mobile device’s address book and from the Popmoney contact list in Online Banking.
    2. If the contact does not exist, enter the required fields and click Add.
  20. You can request 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.

    Please note, requesting money is not available in the Mobile App.

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

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

  23. 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.

  24. 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.

  25. A personal message gives the contact the confidence that she/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. 

  26. Yes, you may cancel a payment any time before or on the send date. Your contact will be notified if you cancel a payment after a payment notification has been sent.

  27. 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. Please note, receiving money is not available in the Mobile App.

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

  29. As a security precaution, the sender provided your mobile number when she/he scheduled the payment; you need to verify access to this mobile number in order to confirm your identity and receive the funds.


  30. 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.

  31. Automatic Deposit is the easiest and fastest way to receive money. It allows you to designate one account into which all incoming payments 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 the Popmoney Preferences when logged into Online Banking at a computer.

  32. 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 she/he scheduled the payment; you need to verify access to this mobile number in order to receive the payment.

  33. 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.

  34. All unpaid money requests and invoices are listed in your To Do List in the Popmoney Overview tab when logged into Online Banking at a computer.

  35. There is no fee for paying a request or invoice.

  36. 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.

  37. 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.

  38. 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.

  39. 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).

  40. 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.

  41. 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.

  42. 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 Popmoney Preferences when logged into Online Banking at a computer to add and verify it. Once you are done, you will be able to see the request immediately. Please note, receiving money is not available in the Mobile App.

  43. 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 800-423-3344 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 which 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.

  44. 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.

  45. You can 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, log into Online Banking from a computer, go to Move Money and then Popmoney. Go to the Activity tab, select the transaction and then click the Stop Payment button. You will not see the Stop Payment button when the option is no longer available. Please note, stop payments are not available in the Mobile App.

  46. To view or edit future-dated payments and recurring payment plans, click on the Popmoney Scheduled Payments tab when logged into Online Banking from a computer.

  47. 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 800-423-3344 to remove the hold.

    Pending: The payment has been scheduled. It will be processed per your instructions when the send date arrives.

  48. Yes, you can edit or cancel a future-dated payment any time 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 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 Popmoney Activity and click the Stop Payment button. You will not see the Stop Payment button when the option is no longer available.

    Please note, scheduled payments are not available in the Mobile App.

  49. 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.

    Please note, recurring payments are not available in the Mobile App.


  50. The information you provide on a contact determines how the payment you send to them will be processed and how she/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 number: your contact will receive a text message with instructions on how to direct the payment into his or her bank account.
    • 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. Sending money to a contact’s bank account is not available within the Mobile App. 
  51. 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 800-423-3344 to remove a hold or suspension.


  52. Your primary email address will be used for all communications between Popmoney and you.

  53. 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.

  54. 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, overriding any previous Automatic Deposit settings associated with that particular email address or mobile number.