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 Zelle nor your bank offers a protection program for any purchase or sale conducted using Zelle.
Keeping your money and information safe is our top priority. When you use Zelle within our mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.
Please call Customer Service at 574-235-2000 or visit your Banking Center for assistance.
- 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 are a 1st Source Customer and aren't able to get your money back, please call us at 574-235-2000 so we can help you. If you are not a 1st Source Customer, you will need to contact Zelle.