Frequently Asked Questions | Zelle
What is Zelle?
Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes1. With just an email address or U.S. mobile phone number, you can send money to people you know and trust, regardless of where they bank2. Ask your recipient to enroll with Zelle before you send them money – this will help them get your payment more quickly.
How does Zelle Work?
When you enroll with Zelle through your online banking account or the mobile app, the name of your bank and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with your bank).
When someone sends money to your enrolled email address or U.S. mobile number, Zelle looks up the email address or mobile number in its directory and notifies your bank of the incoming payment. Your bank then directs the payment into your bank account, all while keeping your sensitive account details private.
Can I use Zelle internationally?
In order to use Zelle, the sender and recipient’s bank accounts must be based in the U.S.
How do I get started?
It's easy – Zelle is already available within the mobile banking app and your online banking account! Check our app or sign in online and follow a few simple steps to enroll with Zelle today. We recommend you enroll before someone sends you money – this will help you get your first payment faster.
You can find a full list of participating banks and credit unions live with Zelle here. If your recipient's bank isn't on the list, don't worry! The number of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.
To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.
How do I use Zelle?
You can send, request, or receive money with Zelle. To get started, log in to your online banking account or mobile app and select "Send Money with Zelle®." Once you log in to your online banking account or mobile app, follow the instructions for enrolling if you already haven't done so.
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 phone number), add the amount you'd like to send and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes1.
To request money using Zelle, choose "Request," select the individual(s) from whom you'd like to request money, enter the amount you’d like to request, include an optional note, review and hit "Request."3
To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.
What if I get an error message when I try to enroll an email address or U.S. mobile number?
Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our customer care team and ask them to move your email address or U.S. mobile phone number to bankHometown so you can use it for Zelle.
Once customer care moves your email address or U.S. mobile phone number, it will be connected to your bankHometown account so you can start sending and receiving money with Zelle. Please call bankHometown customer care for help at 888.307.5887.
Sending and Receiving Money
What types of payments can I make with Zelle?
Zelle is a great way to send money to family, friends and people you are familiar with such as your personal trainer, babysitter or neighbor2.
Since money is sent directly from your bank account to another person's bank account within minutes1, Zelle should not be used to send money to people you don't know or trust.
Zelle should not be used for the purchase of goods. Neither Zelle nor your bank offers a protection program if you do not receive what you paid for or the item you receive is not as described or as you expected.
Who can I send money to with Zelle?
You can send money to friends, family and people you know2. We recommend you ask people to enroll with Zelle before you send them money – this will help them get your payment more quickly1.
Since money is sent directly from your bank account to another person's bank account within minutes1, it's important to only send money to people you trust, and always ensure you've used the correct email address or U.S. mobile number.
Someone sent me money with Zelle, how do I receive it?
If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your bank account, typically within minutes1.
If you have not yet enrolled with Zelle, follow these steps:
- Click on the link provided in the payment notification you received via email or text message.
- Select your bank.
- 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 in Zelle with that email address or U.S. mobile number to ensure you receive your money
Can I cancel a payment?
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 the person you sent money to has already enrolled with Zelle, 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, we recommend contacting the recipient and requesting the money back. If you aren't able to get your money back, please call your bank's customer support.
How long does it take to receive money with Zelle?
Money sent with Zelle is typically available to an enrolled person within minutes1. Ask your friends and family to enroll with Zelle before you send them money – this will help them get your payment more quickly.
If you send money to someone who isn't enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipient's account, typically within minutes1.
Will the person I send money to be notified?
Yes! They will receive a notification via email or text message.
Is my information secure?
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.
I'm unsure about using Zelle to pay someone I don't know. What should I do?
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.
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1 Transactions typically occur in minutes when the recipient's email address or U.S. mobile number is already enrolled with Zelle.
2 Must have a bank account in the U.S. to use Zelle.
3 In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already enrolled with Zelle.