FAQs

No, Zelle^® payments cannot be reversed. 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 enrolled yet, go to your activity page, select the payment you want to cancel, then choose “Stop Payment.” If you do not see this option available, reach out to our Contact Center for assistance with canceling the pending payment.

If the person you sent money to has already enrolled with Zelle^® through their financial institution, the money is sent directly to their bank account and cannot be canceled. This is why it’s important to send money only to people you know and trust, and to 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, immediately reach out to our Contact Center to determine what options are available.

To use Zelle®, the sender and recipient’s financial institutions’ accounts must be based in the U.S.

Neither First National nor Zelle^® offers purchase protection for payments made with Zelle^® – for example, if you do not receive the item you paid for, or the item is not as described or as you expected. Only send money to people and businesses you trust, and always ensure you’ve used the correct email address or U.S. mobile number.

As of March 31, 2025, all individuals or businesses must be enrolled through one of the more than 2,300 banks and credit unions that offer Zelle^® to send and receive money. The list of participating financial institutions is always growing. You can find the updated list of participating financial institutions with Zelle^® at Zelle.com. If their financial institution is not listed, we recommend you use another payment method at this time.

Zelle^® is a great way to send money to family, friends and people you are familiar with, such as your personal trainer, babysitter or neighbor.¹

Since money is sent directly from your account to another person’s bank account within minutes,¹ Zelle^® should only be used to send money to family, friends and others you trust.

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^®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk).

Keeping your money and information secure is one of our top priorities. 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 secure.

You can send, request or receive money with Zelle^®. To get started, log in to the First National Bank Alaska mobile app or online banking. Click the menu, then select Zelle^®.

To send money using Zelle^®, simply select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile number), add the amount you’d like to send and an optional note, review, then hit “Send.” The recipient will receive an email or text message notification via the method they used to enroll with Zelle^®. Money is available to your recipient in minutes if they are already enrolled with Zelle^®.

To request money using Zelle^®, choose “Request,” enter the enrolled email address, U.S. mobile number or Zelle^® tag, enter the amount and tap “Request.”

To receive money, just share your enrolled email address or U.S. mobile number with a friend and ask them to send you money with Zelle^®. If you have already enrolled with Zelle^®, you do not need to take any further action. The money will be sent directly into your account, typically within minutes.

If someone sent you money with Zelle^®, and you have not yet enrolled with Zelle^®, follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.
2. Select the link.
3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification. You should enroll with Zelle^® using that email address or U.S. mobile number to ensure you receive your money.

For more information on Enhanced Multifactor Authentication (MFA) visit FNBAlaska.com/MFA.

No, you will only be prompted to verify your identity with a one-time passcode if the system detects a new device or suspects fraud.

No, as of Sept. 17, all personal digital banking customers must enroll a phone number to access their accounts via online and mobile banking.

First National prioritizes the security of your accounts. This enhancement helps us uphold that commitment. We understand that changes to security processes can raise concerns; however, security questions are no longer considered an industry best practice for safeguarding online accounts. With fraud becoming more prevalent, using one-time multifactor authentication passcodes is now the industry standard. Enhanced MFA also uses real-time login monitoring to recognize your device and actively monitor for threats, so you won’t be prompted for a one-time passcode every time you log in.

Yes, through First National Rewards, every time you use your First National debit card to purchase merchandise or services, you earn points that can be redeemed for great gift cards. Certain restrictions apply. See Gift Cards Program Terms and Conditions for details.

First National Rewards is a program that rewards First National customers for everyday spending. Every qualifying purchase with your First National Bank Alaska debit card adds up to reward points that you can redeem for gift cards. Learn more at FNBAlaskaRewards.com. See Gift Cards Program Terms and Conditions for details.