About Zelle FAQs
Money sent with Zelle® is typically available to an enrolled recipient within minutes1.
If it has been more than three days, we recommend confirming that you have fully enrolled your Zelle® profile, and that you entered the correct email address or U.S. mobile number and provided this to the sender.
If you’re using Zelle® through your bank or credit union’s mobile app or online banking, please check their support FAQs or contact their customer support team for help.
Still having trouble? If you’re using the Zelle® app, give our customer support team a call toll-free at 844-428-8542 or get in touch through our support page at https://www.zellepay.com/support/contact.
You can only cancel a payment if the recipient hasn’t yet enrolled with Zelle®. You can go to your activity page within the Zelle® experience, either within your mobile banking app or the Zelle® app, choose the payment you want to cancel, and then select “Cancel This Payment.”
If your recipient has already enrolled with Zelle®, the money is sent directly to your recipient’s bank account and cannot be canceled.
The Zelle® app uses authentication and monitoring features to make your payments more secure. So whether you’re using the Zelle® app or using Zelle® through your bank or credit union’s mobile app or online banking, you’ll have peace of mind.
If you’re enrolled with your debit card through the Zelle® app, please contact our customer support team to cancel your Zelle® service. You can reach our customer support team toll-free at 844-428-8542.
If you are using Zelle® through your mobile banking app, please contact your bank or credit union to cancel your Zelle® service.
These FAQ are for informational purposes and only relate to the Zelle Network®. Zelle® does not provide tax advice. If you have any tax questions about your individual situation, please consult a tax or legal professional.
Does Zelle® report how much money I receive to the IRS?
Zelle® does not report transactions made on the Zelle Network® to the IRS. The law requiring certain payment networks to provide forms 1099K for information reporting does not apply to the Zelle Network®.
Does Zelle® tax me on money that I receive?
Zelle® is a payment platform. Zelle® does not impose taxes on transactions made on its network. If payments you receive on the Zelle Network® are taxable, it is your responsibility to report them to the IRS. If you have any questions about your tax obligations, please consult with a tax professional.
Will Zelle send me a 1099K form?
Zelle® does not issue 1099K forms for payments made on the Zelle Network®.
Does Zelle® report any payments I receive over $600 to the IRS?
Zelle® does not report any transactions made on the Zelle Network® to the IRS, even if the total is more than $600. The law requiring certain payment networks to provide forms 1099K for information reporting does not apply to the Zelle Network®. If payments you receive on the Zelle Network® are taxable, it is your responsibility to report them to the IRS. If you have any questions about your tax obligations, please consult with a tax professional.
I have a small business account. Will Zelle® report how much money I receive to the IRS?
Eligible small businesses can use Zelle® to send and receive money. Zelle® does not report transactions made on the Zelle Network® to the IRS, including payments made for the sale of goods and services. The law requiring certain payment networks to provide forms 1099K for information reporting on the sale of goods and services does not apply to the Zelle Network®. If payments you receive on the Zelle Network® are taxable, it is your responsibility to report them to the IRS. If you have any questions about your tax obligations, please consult with a tax professional.
Using Zelle® FAQs
It’s easy — if your bank or credit union offers Zelle®, it’s already available in your mobile banking app or online banking! Check your mobile banking app or sign-in to your online banking site and follow a few simple steps to enroll your Zelle® profile. You can find a list of participating banks and credit unions offering Zelle®.
Don’t see your bank or credit union listed? Don’t worry! Our network of participating financial institutions is always growing, and you can still use Zelle® by downloading the Zelle® app for Android and iOS.
To enroll with the Zelle® app, enter your basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account. We do not accept debit cards associated with international deposit accounts or any credit cards.
You can send money to almost anyone1 you know and trust with a bank account in the U.S. When using Zelle®, at least one side of the transaction (sender or receiver) must have access to Zelle® through their bank or credit union.
Don’t know if your bank offers Zelle®? Check here to see if they offer Zelle®.
If your bank or credit union offers Zelle® - You can send money to almost anyone you know and trust with a bank account in the U.S.
If your bank or credit union does NOT offer Zelle®- The person you want to send money to, or receive money from, must have access to Zelle® through their bank or credit union.
The Gather FCU daily sending limit is $500.00.
If your bank or credit union does not yet offer Zelle®, your weekly send limit is $500. Please note that you cannot request to increase or decrease your send limit.
If you’re using the Zelle® app, you can easily change your account directly within the app!
To switch your account:
- Tap the gear icon in the top left corner of your mobile screen
- Tap Account
- Tap Switch Accounts
Next, you’ll be prompted to unlink your current account and add a new account. Keep in mind that by switching your account, you will lose all Zelle® transaction history associated with your old account.
If you’re using Zelle® through your bank or credit union’s mobile app or online banking, please check their support FAQs or contact their customer support team for help changing accounts.
Zelle® is a great way to send money to friends, family or others you trust such as your personal trainer, babysitter, or a neighbor. If you don’t know the person, or aren’t sure you will get what you paid for (for example, items bought from an on-line bidding or sales site), we recommend you do not use Zelle® for these types of transactions, which are potentially high risk.
Zelle® does not offer a protection program for any authorized payments made with Zelle® - for example, if you make a purchase using Zelle®, but you do not receive the item or the item is not as described or as you expected.
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 associated with your profile, typically within minutes1.
If you have not yet enrolled your Zelle® profile, follow these simple steps:
- Click on the link provided in the payment notification.
- Select your bank or credit union.
- Follow the instructions provided on the page to enroll and receive your payment.
If your bank or credit union is NOT listed, then download the Zelle® app and enroll your Visa® or Mastercard® debit card.
Zelle® QR code provides peace of mind knowing you can send money to the right person, without typing an email address or mobile number.
- Find Zelle® in your banking app, click “Send,” then click on the QR code icon displayed at the top of the “Select Recipient” screen.
- Your phone’s camera will open.
- To send money using a Zelle® QR code, simply point your camera at the recipient’s Zelle® QR code, enter the amount, hit “Send,” and the money is on the way!
When sending money to someone new, it’s always important to confirm the recipient is correct by reviewing the displayed name before sending money.
How do I find my own Zelle® QR code?
To locate your own Zelle® QR code, click the “My Code” tab. From here you can view your QR code and use the print and share icons to text, email or print your Zelle® QR code.
After scanning a Zelle® QR code and landing on zellepay.com, I located my bank, but it says the ability to use a Zelle® QR code is coming soon. Now what do I do?
Your bank or credit union will offer Zelle® QR code soon. In the meantime, you can still send money to those you know and trust by opening your banking app and sending money using the recipient's U.S. mobile number or email address.
After scanning a Zelle® QR code and landing on zellepay.com, I located my bank, but it says the ability to use a Zelle® QR code is coming soon. I know my financial institution offers Zelle® QR code, so now what?
When in doubt, open your bank or credit union app and navigate to Zelle®. If your bank or credit union offers Zelle® QR code, you will be able to click the QR code icon displayed at the top of the “Select Recipient” screen, scan the QR code and send money. If they do not yet offer Zelle® QR code, you can still send money the way you have before by using the recipients U.S. mobile number or email address.
If the person you’re sending money to hasn’t enrolled yet, they’ll receive an email or text notification letting them know you’ve sent them money. They’ll be guided through a few simple steps to get enrolled.
Once they’ve enrolled their profile, they’ll receive the money directly into the bank account they have associated with their profile. If the recipient doesn’t enroll their Zelle® profile within 14 days, the payment will expire, and the funds will be returned to your account.
First, check the payment status within your payment activity in your bank’s online or mobile service, or within the Zelle® app. If the payment status is pending, the recipient may not have enrolled their mobile number or email address to receive the payment.
If the payment status is completed, then the money is already available in the recipient’s bank account. If you aren’t sure of the status of your payment, contact Zelle® customer support at 844-428-8542.
Did you know that millions of people can use Zelle® directly with their financial institution’s banking app? If your bank or credit union offers Zelle®, you’ll need to use Zelle® within your banking app in order to send and receive money.
Enjoy the convenience of using Zelle® within your banking app rather than a separate app. You’ll have access to Zelle® right alongside your financial institution's mobile banking features, and you can choose the account you want to use to send and receive money more easily.
What you need to do
Access Zelle® in your banking app to get started. If you’re prompted to re-enroll with Zelle® through your bank or credit union, just follow the easy steps to enroll your email or U.S. mobile number. You may also visit enroll.zellepay.com and search for your bank or credit union. Once you’re enrolled with Zelle® through your financial institution, you can begin using Zelle® directly within your banking app!
Related Questions
Why can’t I use the Zelle® app anymore?
The Zelle® app will soon only be available to users whose banks and credit unions do not offer Zelle® directly to their customers. Because your financial institution offers Zelle®, you can use it directly through your banking app (and online banking, if available) to send and receive money.
What should I do now so I can continue using Zelle®?
Just start using Zelle® in your banking app! Access Zelle® in your banking app to get started. Once you’re enrolled with Zelle through your bank or credit union, you should be able to see your Zelle® transaction history in your banking app. In the meantime, you’ll able to see your Zelle® payment and transaction history by checking your bank statements.
Pro-tip: Lots of banks and credit unions offer Zelle®under the “Transfers” section in their banking app. So try searching for a section in your banking app labeled “Transfers,” or ask your financial institution if you need help finding Zelle® in your banking app.
What happens if I don’t do anything?
Soon, you’ll no longer be able to use the Zelle® app. To continue using Zelle®, you’ll need to begin using Zelle® through your banking app. If you’re prompted to re-enroll with Zelle® through your financial institution, just follow the steps within your banking app to enroll your email or U.S. mobile number. You may also visit enroll.zellepay.com and search for your bank or credit union.
What happens to my pending payments?
Any pending payments and requests you’ve sent will be cancelled. But don’t worry, once you’ve enrolled with Zelle® through your financial institution, you can start sending and receiving money again.
My friend’s bank offers Zelle®, but she can still use the Zelle® app. Why?
We’re phasing-in these changes. The Zelle® app will soon only be available to users whose banks and credit unions do not offer it directly to their customers through their banking app. If your friend’s bank offers Zelle®, but they can still use the Zelle® app today, they’ll receive a notice in the future with instructions on how to use Zelle® directly through a financial institution.
Someone requested money from me, and I’m currently enrolled in the Zelle® app. The app keeps telling me to go to my bank or credit union. How can I respond to my friend’s request for money?
Follow the prompt in the Zelle® app, and enroll with Zelle® through your financial institution’s banking app. Once you’re enrolled with Zelle® through your financial institution, contact your friend and have them resend you a request. Or, if you already know the amount of money your friend is requesting, you can simply send the money with Zelle® through your banking app after you confirm their correct email or U.S. mobile number tied to the bank account they have enrolled with Zelle®.
Note: When you are no longer able to use the Zelle® app, any pending payment request will be cancelled.
My friends can see their Zelle® activity in their banking app even though they’re no longer able to use the Zelle® app. Why can’t I see mine?
Some people may be able to see previous Zelle® app activity in their banking app. But don’t worry - you can see your Zelle® payment and transaction history by simply checking your bank statements.
Do I need to re-enroll with Zelle® through my bank or credit union if I’m already enrolled with them?
Probably not, but you can check with your financial institution to confirm. Typically, if you’re already enrolled with Zelle® through your financial institution, you’ll simply access Zelle® in your banking app to send and receive money with friends, family and others you trust.
Can I delete my Zelle® app profile now?
Your Zelle® app profile will be automatically deleted after you’re no longer able to use the Zelle® app. If you wish to delete it now, you can contact Zelle® support.
Troubleshooting/Other FAQs
If your bank or credit union offers Zelle®, you may be able to use their online banking site to send and receive money without a mobile device.
If your bank or credit union does not offer Zelle®, then you must have a smartphone in order to access the Zelle® app to send and receive money.
First, make sure that you are enrolling a Visa® or Mastercard® debit card tied to a bank account in the U.S. You will not be able to enroll business debit cards, credit cards, cards linked to international accounts, gift cards or pre-paid cards from financial institutions outside of the Zelle Network®. The information you are entering for this card (zip code, name, etc.) must match the information that your bank or credit union has about the card. 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? Some debit cards don’t yet have the capability to receive money in minutes. Those debit cards that are not ‘fast funds enabled’ can’t be used with Zelle®. Your debit card may work in the future as more and more banks and credit unions are enabling their debit cards to have the ability to receive money in minutes. To start using Zelle® 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 from a different bank or credit union.
Please note: We do not currently support 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.
First, make sure that you are only enrolling a Visa® or Mastercard® debit card tied to a bank account in the U.S. You will not be able to enroll business debit cards, credit cards, cards linked to international accounts, gift cards or pre-paid cards from financial institutions outside of the Zelle Network®. Next, ensure that the information you are entering matches exactly the information that your bank or credit union has about the card. This includes:
- Name as it appears on your debit card
- Address, city, state, zip code
- Debit card number
- Expiration date
- CVV number
If you’re still experiencing technical difficulties, please call the customer service phone number on the back of your card. Once you have verified the information, please attempt to enroll again.
There’s a couple of reasons you may not be able to enroll your mobile number:
- It is already enrolled with Zelle® at a different bank or credit union
- It is already enrolled with clearxchange.com
In order to enroll with a different bank or credit union, or in the Zelle® app, your mobile number or email address must be removed from where it was initially enrolled. To do so, contact the customer support team of where you initially enrolled and ask to remove your mobile number or email address. If you aren’t sure where you initially enrolled, contact Zelle® Support at 844-428-8542 or get in touch through our support page at zellepay.com/support/contact. Once completed, you may now enroll that mobile number or email address and start sending and receiving money with Zelle®.
If you’re unable to enroll your debit card and receive a message stating “Profile Locked: For security reasons your account has been locked. Please contact customer service,” there are a few things you should do.
First, make sure that you are only enrolling a Visa® or Mastercard® debit card tied to a bank account in the U.S. You will not be able to enroll business debit cards, credit cards, cards linked to international accounts, gift cards or pre-paid cards from financial institutions outside of the Zelle Network®.
Next, ensure that the information you are entering matches exactly what is on file for your debit card with your bank or credit union. This includes:
- Name as it appears on your debit card
- Address, city, state, zip code
- Debit card number
- Expiration date
- CVV number
If you’re still experiencing technical difficulties, you should contact your bank or credit union to verify the debit card information they have on file. Once you have verified the information, please attempt to enroll again.
A couple of reasons why you may be receiving this message:
- Your mobile number or email address is already enrolled with a bank or credit union
- Your mobile number or email address is already enrolled with clearxchange.com
In order to enroll with a different bank or credit union, or in the Zelle® app, your mobile number or email address must be removed from where it was initially enrolled. To do so, contact the customer support team of where you initially enrolled and ask to remove your mobile number or email address. If you aren’t sure where you initially enrolled, contact Zelle® customer support at 844-428-8542 or get in touch through our support page at zellepay.com/support/contact.
Once completed, you may now enroll that mobile number or email address and start sending and receiving money with Zelle®.
I’ve been sending money to a small business with Zelle® for a while. Why isn’t my payment going through now?
To send money to or receive money from a small business, a consumer must be enrolled with Zelle® through their mobile banking app, or enrolled in the Zelle® app with a deposit account. Some financial institutions are now offering Zelle® to their small business customers. Each financial institution’s definition of what is considered a small business account may vary, which means there could be changes to your experience using Zelle® with that business. Small businesses are not able to enroll in the Zelle® app with a debit card, and cannot receive payments from consumers enrolled in the Zelle® app using a debit card. So, if you’re no longer able to send money to or receive money from a small business, this may be why.
I’m enrolled in the Zelle® app with my debit card. Can I send and receive money from small businesses?
No, not at this time. Currently, only consumers using Zelle® through their financial institution’s mobile banking app can send and receive money with eligible small businesses. If you’re already using the Zelle® app and enrolled with an eligible Visa® or Mastercard® debit card, you can continue using Zelle® with friends, family and others you trust.
Can I cancel a payment I made to a small business?
No, not if the business is already enrolled with Zelle®. Make sure you’re satisfied with the item or service from the small business because you can’t cancel a payment if you send money to someone already enrolled with Zelle® - because money moves quickly - directly into the recipient's bank account typically within minutes1. You may check with your bank or credit union to see what other options may be available to you. Only send money to small businesses you trust, and always ensure you have the correct email address or U.S. mobile number for the business you're trying to send money to.
How do I know which small businesses I can pay with Zelle®?
The easiest way to find out is to simply ask the business if they accept Zelle®. If they accept Zelle® and you’re already enrolled with Zelle® through your banking app, you and the business will be able to use the service to send and receive money in minutes1. If the business doesn’t offer Zelle® and you think it would be great if they did, suggest that they check with their bank to see if Zelle® is available as a fast, safe and easy way for them to send and receive money with their customers! And remember: Only send money with Zelle® to friends, family and businesses you trust.
Is there a limit on the amount of money I can send and receive with Zelle®?
Your financial institution determines this. Please reach out to your bank or credit union directly to find out what specific limits they have for their customers.
How do I know if another small business or consumer can pay me with Zelle® ?
The easiest way to find out is to simply ask if they’re enrolled with Zelle®. If it’s a consumer, let them know they can look for Zelle® in their banking app. At this time, only those enrolled with Zelle® through their banking app are able to send and receive money with eligible business accounts.
If it’s a business that doesn’t offer Zelle® and you think it would be great if they did, suggest that they check with their bank to see if Zelle® is available as a fast, safe and easy way for them to send and receive money with other eligible business like yours and their customers!
Can I use Zelle® for my small business if my bank doesn’t offer Zelle®?
Not at this time. In order to use Zelle® with your business account, your bank or credit union must currently offer Zelle® for your business account type. Please note that not all banks and credit unions offering Zelle® to consumers offer Zelle® for small businesses. So, contact your bank directly to confirm.
Is there a limit on the amount of money I can send and receive with Zelle®?
Your financial institution determines this. Please reach out to your bank or credit union directly to find out what specific limits they have for their customers.
I use Zelle® for free as a consumer. Is there a fee to use Zelle® as a small business?
It depends. Check with your financial institution to see what fees may apply. Read the updated terms and conditions provided by your financial institution and accept them to use Zelle®.
Eligible small businesses can use Zelle® to send and receive money. Zelle® does not report transactions made on the Zelle Network® to the IRS, including payments made for the sale of goods and services. The law requiring certain payment networks to provide forms 1099K for information reporting on the sale of goods and services does not apply to the Zelle Network®. If payments you receive on the Zelle Network® are taxable, it is your responsibility to report them to the IRS. If you have any questions about your tax obligations, please consult with a tax professional.
Both parties must be enrolled with Zelle® directly through their participating financial institution’s online or mobile banking experience to send or receive money with a small business.
Knowing your friends, family and those you trust are enrolled with Zelle® is simple, we’ve tagged your contacts that are already using Zelle® with a purple “Z”. Don’t see the purple “Z” on a contact? Not a problem! You can still send them money with Zelle®.
What are my options if I don't want others to see the purple "Z" and know that I'm using Zelle®?
At present, the only option is to unenroll from Zelle®. We don't want to see you leave, but if you've made that decision, here is how you can unenroll:
If you're enrolled with your debit card through the Zelle® app you can use the unenroll option in the Zelle® app. Or you can contact our customer support team to unenroll. You can reach our customer support team toll-free at 844-428-8542.
If you are using Zelle® through your mobile banking app, please contact your bank or credit union to unenroll with Zelle®.
