Frequently Asked Questions
General
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.
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.
In order to use Zelle®, the sender and recipient’s bank accounts must be based in the U.S.
Bank7 does not charge a fee to use Zelle®. However, there is a $25.00 stop payment fee per item.
Getting 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.
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 haven't already 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 from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request.”
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®.
Your email address or U.S. mobile phone number may already be enrolled with Zelle® at another bank or credit union. Call our customer support team and ask them to move your email address or U.S. mobile phone number to your bank so you can use it for Zelle®.
Once customer support moves your email address or U.S. mobile phone number, it will be connected to your bank account so you can start sending and receiving money with Zelle®. Please call your bank’s customer support for help.
Sending and Receiving Money
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.
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. Zelle® should not be used to send money to people you don’t know or to purchase goods.
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.
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.
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, it may take between 1 and 3 business days for your recipient to receive their first payment. This is a security feature of Zelle® designed to protect you when you’re sending or receiving money with Zelle®. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes¹.
If it has been more than three days, we recommend confirming that the person you sent money to has enrolled with Zelle® and that you entered the correct email address or U.S. mobile phone number. If you’re waiting to receive money, you should check to see if you’ve received a payment notification via email or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct email address or U.S. mobile phone number.
Yes! They will receive a notification via email or text message.
Zelle® QR code provides peace of mind knowing you can send money to the right person, without typing an email address or mobile number.
To locate your Zelle® QR code, log into the Bank7 app, click “Send Money with Zelle®”. Next, go to your “Zelle® settings” and your Zelle QR code will be displayed here. From here you can view your QR code and use the print or share icons to text, email or print your Zelle® QR code. To receive money, just share your Zelle® QR code.
To send money, log into the Bank7 app, click “Send money with Zelle®”, click “Send,” then click on the QR code icon displayed at the top of the “Select Recipient” screen. Once you allow access to your camera, 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.
Security
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®.