How can we help you with the Zelle® app?

When using or enrolling with Zelle® within your financial institution’s mobile app or online banking service, your bank or credit union will assist you with any issues you may be experiencing. For further assistance, please reach out directly to your financial institution at the number on the back of your debit card.

Let us know how we can help you with the Zelle® app.

Below are support categories to help you find answers to your questions and contact Zelle® Support.

Unable to Download

Downloading the Zelle® app:

To download and use the Zelle® app you must have an eligible Android or iOS Smartphone. Devices such as Chromebooks, Laptops, Tablets or iPads are not supported to download or use the Zelle® app.

You must have a bank account in the U.S. (not including U.S. Territories) and a U.S. mobile phone number to use the Zelle® app. U.S. Territories include American Samoa, Guam, Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands.

If your device is not compatible with the Zelle® app, you will not be available to download within the App Store, Google Play, or you will receive a message that your device is incompatible.

For additional information on enrolling with the Zelle® app visit our FAQs at https://www.zellepay.com/support/enrolling-with-zelle

Still need help? Complete the form and we will respond to you via email within 2 business days. If you need immediate assistance, call us at 1-844-428-8542. We are open from 10am -10pm ET, 7 days a week excluding Thanksgiving, Christmas Day, and New Year's Day.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

How to Enroll

Welcome to Zelle®

To start enrollment, visit https://www.zellepay.com/get-started to see if your bank or credit union offers Zelle®. If your bank or credit union is listed, you must enroll directly through the online or mobile banking service. Your bank or credit union support team can help you enroll.

Don’t see your bank or credit union:

No problem. You may still enroll with the Zelle® app by scrolling to the bottom of the page and selecting “Download the Zelle® app”. You’ll be directed to select the Zelle® app from either the App Store or Google Play to download to your Smartphone.

Once downloaded open the Zelle® app and follow the below steps:

Select Get Started.
You'll be prompted to accept permissions to your device.
Enter your U.S. mobile phone number.
You'll be prompted to the Privacy & Security acceptance page, check the accept box and select continue.
Use the Find Your Bank to verify your bank is not a participating financial institution and select "Don't See Your Bank?" if your bank is not listed.
You’ll enter your eligible debit Visa® or MasterCard® and continue to follow the prompts to enter your personal information and create your password.
If your device allows for fingerprint authentication you will be able to enable or skip pending your preference.

You're all set! Once completed, you may begin sending, requesting and receiving money with Zelle®.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Mobile Phone Number Already Enrolled

Money sent with Zelle® will be sent to the account enrolled with the email or U.S. mobile number used to send the money. You will not be able to enroll by linking the same U.S. mobile number or email address to multiple accounts with Zelle®.

"Your mobile number is already enrolled"

You have an active Zelle® profile enrolled to your U.S. mobile number with a current or previous participating bank or credit union.
Contact your participating bank or credit union support team to request they deactivate the mobile number.
U.S. Mobile numbers cannot be enrolled with more than one Zelle® profile.

To receive money to more than one account you will need to enroll a unique U.S. mobile number or email address per account. At least one or more accounts must be with a participating financial institution. Zelle® does not support sending or receiving money between non-participant financial institutions.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Phone Number Not Eligible

When enrolling with the Zelle® app you will need a U.S. mobile phone number registered to an eligible smartphone. For more information on Zelle® or to view answers to some of our frequently asked questions visit our FAQ page at https://www.zellepay.com/support.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Send a Payment

Need help sending money with Zelle® through your partner financial institution. Your financial institution will assist you.

Zelle® app users are able to send money to other Zelle® users enrolled with one of our partner financial institutions. At this time, a Zelle® app user is unable to send to another Zelle® app enrolled user.

To send money on the Zelle® app:

From the main home page select Send
Select your Recipient from your Recipient list, contact list or enter your Recipient manually.
After entering your Recipient, you will enter your dollar amount and confirm your payment.

*If you are sending money to someone for the first time, double check the name, and confirm the email or mobile number enrolled before completing your payment.

*Remember to only send money to people you know and trust. *

If you are sending a payment and an error occurred:

There may be an issue with the email address or mobile number they have enrolled with Zelle®. You may verify with the Recipient they have fully enrolled with the email address or mobile number you are trying to send money, and have opted into receive notification.

If you received a notice that you are trying to send a duplicate payment:

To help protect your money Zelle® will notify and request additional authorization for matching payments. You may approve or deny within the messaging.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Limit & Fees

If you have questions regarding the sending limits or fees with using Zelle® at your financial institution please reach out to your financial institution’s support team.

Zelle® app Sending Limit:

When sending money with the Zelle® app there is a weekly $500 limit. You are unable to request an increase or decrease to your send limit.

Zelle® app Fees:

The Zelle® app is free to download from your App Store or Google Play. There are no fees when using the Zelle® app to send or receive money. Your mobile data rates may apply.

Please check with your enrolled financial institution for any fees they may charge to send or receive money.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Receive a Payment

If you are enrolled with Zelle® at a participating financial institution and need assistance with receiving your money with Zelle®, please reach out to your financial institution for assistance.

If you are enrolled with the Zelle® app:

The money will be received directly into your bank account associated with the enrolled email or U.S. mobile number. If the email or mobile number to which it was sent is already enrolled, your money will be available typically within minutes.

If you are not enrolled with the Zelle® App:

Click on Enrollment from our categories above for further information.

Enrolled but the money has not been received:

Verify with the Sender the money and is in a completed status.
You may also verify the email or mobile number the money was sent to.

If everything has been verified, your sender may request a payment research with their financial institution.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Failed Payment

Money sent with Zelle® will be available within an enrolled recipient’s account typically in minutes.

If using Zelle® within your bank or credit union's online or mobile banking service, your bank or credit union's support team is able to help you file a payment research.

If the recipient has notified you the money was not received, first check the payment status. If the payment does not appear within your Zelle® app Activity, please contact us for further assistance.

A pending status:

Your recipient may need to enroll the email or U.S. mobile number used to send the payment.

A completed status:

If the payment shows completed, but the recipient has not received the money, or you received a notice that the payment failed, the money will be returned to your account.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Cancel Payment

If enrolled with Zelle® at your financial institution, your bank or credit union will be able to assist you with canceling a pending payment. If the recipient is already enrolled with Zelle®, the option to cancel or stop the payment is not available.

Zelle® support is unable to cancel a payment on your behalf. Sending money with Zelle® is the same as sending cash. Only send to people you know and trust.

Payment is Pending:

When sending money with Zelle®, if the recipient has not enrolled the U.S. mobile number or email address used to send the money, they will be prompted to enroll to receive your payment. The recipient has up to 14 days to enroll to receive the money before it expires. During this time, the money will remain pending and you will have the option to cancel the payment.

To cancel the pending payment:

Log into the Zelle® app
Select Activity from the bottom of the main screen
Select the payment you want to cancel
Select cancel

Payment is completed:

If the recipient is already enrolled with Zelle®, the money will be available in their account typically within minutes, and the option to cancel or stop the payment is not available. You may send a payment request for the money to be returned.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Request Money

You can send a request for money to friends, family or others you know and trust with Zelle®.

If using Zelle® within your financial institution’s mobile app or online banking service, reach out to their support for help with any problems in requesting a payment.

To request money with the Zelle® app:

Select the Request option from the Zelle® app main screen after log in
Select your recipient and the dollar amount you want the recipient to send you. If your recipient is not yet enrolled with Zelle®, you may only send a Request using their email address. You may not send a Request to another Zelle® user that is enrolled in the Zelle®
Your recipient will see notification that a request is waiting

Received a payment request?

As a recipient of a payment request, you will have the option to send the requested amount, send a different dollar amount or decline the request.

If you decline the payment request, the sender will receive a notification that the request was declined.
If you do not act on the request within 14 days, the request will expire and the sender will receive notice their request has expired.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Updating your debit card in the Zelle® app

Tap on the settings gear icon in the upper left corner of the Zelle® app home screen.
From the "Account" option you can change your debit card by selecting "switch accounts". You'll follow the prompts to add your new debit card.

You may enroll only one debit card within the Zelle® app to send and receive money.

You will not be able to enroll a business debit card, credit card, card linked to an international account, gift card or pre-paid cards from financial institution that do not offer Zelle® to their customers.

Still getting an error?

It may be that your card is not currently able to receiving money in *. This is called ‘fast funds enabled’. You can verify if your card is ‘fast funds enabled’ by reaching out to the support number on the back of the card.

*Typically, when sending and receiving money with Zelle®, if the recipient is already enrolled, the money will be available in minutes. Some debit cards are not able to receive money in minutes. Those debit cards cannot be used with Zelle®.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Debit cards that are eligible

Visa® or MasterCard® debit card tied to a bank account in the U.S.
Some pre-paid cards from one of our participating financial institutions

Debit cards that are not eligible to enroll with the Zelle® app

Business debit cards
Credit cards
Cards linked to international accounts
Gift cards or pre-paid cards from a bank or credit union that do not offer Zelle® to their customers.
Debit cards linked to accounts based in a U.S. Territory. U.S. Territories include American Samoa, Guam, Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands.

When enrolling in the Zelle® app:

The information you are entering for this card (ZIP Code, address, etc.) must match the information that your bank or credit union has on file.

If you believe there is an error with this information, please contact the customer service phone number on the back of your card to have them verify this information for you.

Still getting an error?

It may be that your card is not currently capable of receiving money. This is called ‘fast funds enabled’. You can verify if your card is ‘fast funds enabled’ by reaching out to the support number on the back of the card.

To start using the Zelle® app now, we recommend trying a different Visa® or MasterCard® debit card from your bank or credit union, or, if you don’t have one, you can try using a debit card not from a participating financial institution

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Lost or Stolen Card

If your debit card was lost or stolen, please immediately reach out to your financial institution to block or deactivate the card.

Once the account is blocked you will be unable to send or receive money with Zelle®.

Once you receive your new card you may update your profile in the Zelle® app by:

Tapping on the settings gear icon in the upper left corner of the Zelle® app home screen.
From the "Account" option you can change your debit card by selecting "switch accounts".
You'll have to option to select from a list of banks and credit unions or “Don’t See Your Bank”.
Tap “Don’t See Your Bank” if your financial institution is not listed.
The Add Your Debit Card page will allow you to enter your new debit card information.
Follow any remaining prompts to authenticate.

If your financial institution is listed, it is a Zelle® participating financial institution, and you will need to enroll or update your profile directly through your online or mobile banking service. Your financial institution’s customer support team can help.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Lost or Stolen Device

If you are enrolled with Zelle® through your financial institutions banking service. Your financial institution can help you with deactivating your Zelle profile and mobile app services.

If you are enrolled with the Zelle app, please call us immediately at 1-844-428-8542 so we can deactivate your profile enrolled with the lost or stolen Smartphone.

Still need help? Complete the form and we will respond to you via email within 2 business days. We are open from 10am -10pm ET, 7 days a week excluding Thanksgiving, Christmas Day, and New Year's Day.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Forgot Password

Forgot your password with the Zelle® app? No problem:

When prompted to enter your password, select forgot password.
You'll be prompted to create your new password.
After entering your new password and selecting continue a prompt to authenticate will request your CVV on the back of the debit card you enrolled.
Select continue and enter your CVV.

You will not be able to reset your password without your CVV. If don’t have your CVV, you may choose to re-enroll. With re-enrolling, your previous profile and Zelle app activity will be deleted, and all pending payments or requests will be canceled.

To re-enroll

Select "Don't have my card?" after entering your new password.
Select RE-ENROLL, you will be prompted to confirm your selection.
Select Yes and a verification code will be sent to your U.S. mobile number.

Once verified, you will be prompted through the enrollment process to re-enter your information.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Profile Locked

If you are enrolled with Zelle® in your financial institution’s mobile app or online banking service, their support team will assist you with your lock out.

Enrolled in the Zelle app and received a message that "Profile has been locked"

You will be prompted to re-enroll. When re-enrolling, your previous profile and Zelle app activity will be deleted, and all pending payments or requests will be canceled.

To re-enroll

From the “Profile has been locked” message, tap on RE-ENROLL
From the verification screen, tap Yes to continue

Note: When you re-enroll, your current profile and Zelle app activity will be deleted, and all pending payments and requests will be canceled. If you choose not to re-enroll your profile will remain locked and you will be unable to continue to use the Zelle app.

You will receive a one-time password to your mobile number
Once verified you will be prompted to start your re-enrollment process

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Profile Temporarily Locked

If you received the message that your account has been temporarily locked:

Please verify your U.S. Mobile number and password before you try again. After too many login failed attempts, your profile will be locked.

Please wait a minimum of 20 minutes between attempts.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Login Error

When logging in to the Zelle® app:

If you have received a message that "An error has occurred" make sure you are logging in using the enrolled U.S. mobile phone number with the same mobile device.

If you have entered your enrolled mobile phone number and the information is correct, we'll need look into this further. Call us at 1-844-824-6613.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Updating Your Profile

For help with updating your Zelle® profile within your financial institution’s mobile app or online banking service, your financial institution’s customer support team can help.

Update your profile with the Zelle app:

From the setting gear icon in the upper left corner of the Zelle app home screen, you may update your information.

My Info: will allow you to update your personal and profile information.

Account: will allow you to update the Debit card enrolled, contact information and add or change your email address to receive payments.

Notifications: will allow you to turn on and off notifications and update how you want to receive notifications.

Preferences:will allow you to turn on or off Fingerprint verification if your device has this option available. For iOS users you may turn on or off your Face ID from the Preference option.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Is My Information Secure

The Zelle® app uses authentication and monitoring features to make your payments more secure and give you peace of mind.

For information on using Zelle with your financial institution’s online or mobile banking service, your financial institution’s support team will be able to assist you.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.

Report a Scam

A scam is when you knowingly send money to someone you do not know or trust. For example, someone tricked or persuaded you into sending the money, or promised that you would receive something in return that they did not provide.

It is important that you also report this to your bank or credit union, if you have not done so already.

Please Note: This form is not to be used to report unauthorized transaction(s). If you are enrolled in Zelle® with a participating financial institution, you must reach out to their customer support team. If you are enrolled with the Zelle® app and found an unauthorized transaction, please call us directly at 1-844-428-8542.

Report a Scam

Deactivate my Zelle® app Profile

We are sorry to hear you no longer wish to use the Zelle® app. Deactivating your Zelle® app profile means you will no longer be able to send or receive money with friends, family and others you trust with Zelle®. If you have a payment pending and you deactivate your profile prior to it posting, the payment will fail and return to the Sender.

If you’re enrolled with Zelle® through your bank or credit union’s banking app or online banking, your financial institution will be able to assist with deactivating your Zelle® profile.

Our support team is available to assist those enrolled with the Zelle® app. To deactivate your profile, we will need to speak with you directly. Please call us at 1-844-428-8542. We are open 7 days a week from 10am-10pm ET, excluding Thanksgiving, Christmas Day and New Year’s Day.

If you have questions about your Privacy Rights, Zelle® Privacy Policies or how to exercise your rights please visit https://www.zellepay.com/privacy-policy.

Other

Hi, we look forward to assisting you with the Zelle® app. In order to better assist you, please provide us with your details and a brief description of what you are experiencing.

You may also visit our FAQ page to view answers to some of our frequently asked questions. https://www.zellepay.com/support.

For help with Zelle® within your bank or credit union’s online or mobile banking service, your bank or credit union will be able to assist you.

Please use the below fields to provide the requested information so that we may best assist you. Do not include any additional personal information in the below text box.