FREQUENTLY ASKED QUESTIONS
1. How to receive a payment through Recipient Select?
Registering and using the platform is as easy as a few convenient steps. Watch the instructional video or follow the steps below.
2. What if my country is not listed as an option for Country of Residence?
Recipient Select is only available for use within the U.S. and a U.S. address must be provided to select how you want to be paid. If you are located outside of the U.S. but have a U.S.-based account, like a U.S. Bank account, you may be eligible for payment (for example, you are a U.S. citizen studying in a foreign country).
(For clients with default check enabled): If you are located outside of the U.S. but do not have a U.S.-based account, you can receive payment, in which case a check will be mailed to your foreign address.
3. Why do I have to provide my Date of Birth?
Date of Birth is collected to help us verify your identity and eligibility to interact with the Recipient Select platform. Users under the age of 18 are not eligible to create a profile and collect payments through the platform.
4. Why can't I save my payment details during registration?
The Recipient Select platform conducts verifications on certain payment information you provide during registration. Please check your payment details for accurate formatting and data.
For Your Debit Card, the platform will ensure that the debit card is valid and able to receive payment.
5. What is identity verification? How does it work?
Identity verification helps us determine if your profile information belongs to a verified identity and ensure that your payment gets to the right person. You may experience one or more forms of identity verification:
Your identity will be re-verified if there is a change in your address or telephone number, or if payment is received over 365 days after date of initial identity verification. Your identity will also be re-verified if you initially received a payment(s) with a lower amount and receive another payment with a greater amount.
6. Why does a new One-Time Password keep getting generated within the email app?
If you click the “Get Started” button from the initiate your payment email from your mail app on your phone you may receive multiple One-Time Passwords if you exit the iFrame. Please either hold the “Get Started” button until the option to open the link in a browser appears or copy and paste the link in a new browser. This will allow the Recipient Select portal to keep the current page open while also retrieving the One-Time Password from your email inbox.
1. How do I update my personal or payment method information?
To view and update your profile information, you can click on the “Open the Complementary Region” icon on the upper-right hand corner of the page and click “Manage Profile.” Within the “My Profile” screen, you have the ability to edit select personal information within “Account Details” and select payment details within “Payment Methods”. Here you can edit your street address, city, state, zip code and phone number. In addition, you can view your saved payment methods and register a new payment method by clicking on “Add” in the “Payment Methods” section of the “My Profile” page. You cannot update your name, email address, or date of birth without creating a new profile; to update this data, you will need to delete or request deletion of your current profile, and you will have an opportunity to create a new profile when you receive another payment.
2. What if I can't access my email address?
You must be able to access your email to authenticate yourself during registration and payment initiation. If you are unable to access your email, please contact Support.
3. How do I delete my profile?
To delete your profile, you can click on the “Open the Complementary Region” icon on the upper-right hand corner of the page and click “Manage Profile.” At the bottom of the “My Profile” screen, you can delete your profile by clicking the "Delete Account" button. Deleted profiles cannot be reactivated; if you want to create a new profile, you will have an opportunity to do so when you receive another payment.
1. How many days do I have to initiate my payment?
You have 5 days after the initial email notification to initiate your payment by creating an account or signing into your existing account and confirming your preferred payment method details. You will receive 3 reminder emails (in addition to the initial email notification) before the 5-day action window expires.
2. How do I initiate my payment?
Once you have successfully completed registration and passed identity verification, you can view and initiate any pending payments from your Dashboard by clicking the “Initiate Payment” button. You will be taken to a new screen to confirm your payment method selection and acknowledge the payment amount. You will be able to edit your information or add additional payment methods before final payment initiation.
3. Why don't I see my preferred payment method as an option during payment initiation?
There are multiple reasons why your preferred payment method may not show up as an option during payment initiation. The most common reason is due to the amount of the payment. If your payment amount is above or below the allowed amount range for a specified payment method (see chart below), then the payment method will not appear as an option for initiation.
In all cases, you will be able to add another payment method to your profile and it will be saved as an option for future payments.
Payment Method | Minimum Amount | Maximum Amount |
Zelle® | $0.01 | $99,999,999.99 |
PayPal | $0.01 | $50,000.00 |
Bank Transfer | $0.01 | $99,999,999.99 |
Your Debit Card | $1.00 | $125,000.00 |
Check | $0.01 | $99,999,999.99 |
4. Where is my payment?
You can see the status of your payment as it processes, on your Dashboard.
5. What happens if I don't initiate my payment?
If you don't initiate your payment within 5 days, an email will be sent informing you that the action window has closed.
(For clients with default check enabled): If you have an existing profile and your preferred payment method is available for the current payment, your payment will process using your preferred method. If you have an existing profile but your preferred payment method is not available for the current payment, you will receive a check. If you choose not to complete profile registration, you will receive a check.
(For clients without default check enabled): If you have an existing profile and your preferred payment method is available for the current payment, then your payment will process using your preferred method. If you choose not to complete profile registration, then your payment will be cancelled, and a new payment request must be made.
6. Can I switch my preferred payment method?
Every time you initiate a payment, you can select which payment method you will use to receive the payment from a drop-down menu of saved payment methods. You can also add new payment methods anytime from the "My Profile" page and can update which payment method is stored as your preferred method. To update which payment method is saved as your preferred payment method, click the star to the left-hand side of your preferred payment method on the “My Profile” page. The star that is displayed as filled in indicates which payment method is saved as your preferred payment method.
7. What if something is wrong with my payment (for example, wrong amount)?
If you believe your payment is in the wrong amount or you have not received your payment, please contact Support for assistance.
8. How many payment methods can I save on my profile?
You can configure and save an unlimited number of bank accounts for the Bank Transfer payment method. Today, you can configure and save a single PayPal account through account linking and a single Zelle® account to your profile.
9. Why can I not add my PayPal account to my Recipient Select profile?
When selecting PayPal as a payment type, your Recipient Select profile email MUST match the email on your PayPal account.
10. When should I expect to receive my payment if I choose Bank transfer?
Funds typically arrive in 1-3 business days.
11. When should I expect to receive my payment if I choose Your Debit Card?
Funds typically arrive within 30 minutes but may take up to 1 day.
12. When should I expect to receive my payment if I choose Zelle®?
Funds typically arrive within 1 hour but may take up to 1 day.
13. When should I expect to receive my payment if I choose PayPal?
Funds typically arrive in 1-5 hours but may take up to 1 day.
14. When should I expect to receive my payment if I choose Check?
Checks typically arrive in 4-7 business days.