Frequently asked questions

To view images of deposited checks, sign in to the First Internet Bank mobile app and go to “Deposit” then “View history”.

Some payments on the Zelle® network are delayed or blocked when they are flagged by fraud monitoring systems. Due to increased fraud across the industry, monitoring rules have become more conservative, and some legitimate payments may be reviewed or stopped.

No. A blocked or delayed payment does not mean you did anything wrong. It may mean the payment matched patterns commonly associated with fraud and needs additional review.

Review times may vary. Some are resolved quickly, while others may take longer if additional verification is required.

Please give us a call at 1-888-873-3424 or chat with our Virtual Agent at firstib.com.

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 you do not see this option available, please contact a Relationship Banker at bank@firstib.com or 1-888-873-3424 for assistance with canceling the pending payment.

If the person you sent money to has already enrolled with Zelle® through their financial institution’s mobile app or online banking, 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, please immediately contact a Relationship Banker at bank@firstib.com or 1-888-873-3424 to determine what options are available.