Zelle – Frequently Asked Questions
WHAT ISZELLE?
Zelleis 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 trust, regardless of where they bank2.
WHO CAN I SEND MONEY TO WITHZELLE?
You can send money to friends, family and others you trust2.
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.
HOW DO I USEZELLE?
You can send, request, or receive money withZelle.
To get started, log into Safe 1 Credit Union’s online banking or mobile app, navigate to “Transfers”and select “Send Money with Zelle®“. Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you’re ready to start sending and receiving withZelle.
- To send money usingZelle, simply add a trusted recipient’s email address or U.S. mobile phone number, enter 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 usingZelle, 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 withZelle.
SOMEONE SENT ME MONEY WITHZELLE, HOW DO I RECEIVE IT?
If you have already enrolled withZelle, 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 withZelle, follow these steps:
- Click on the link provided in the payment notification you received via email or text message.
- Select Safe 1 Credit Union.
- 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 withZelleusing that email address or U.S. mobile number where you received the notification to ensure you receive your money.
WHAT TYPES OF PAYMENTS CAN I MAKE WITHZELLE?
Zelleis 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,Zelleshould only be used to send money to friends, family and others you trust.
Neither Safe 1 norZelleoffers a protection program for any authorized payments made withZelle– for example, if you do not receive the item you paid for or the item is not as described or as you expected.
HOW DO I GET STARTED?
It’s easy —Zelleis already available within Safe 1’s mobile banking app and online banking! Check our app or sign-in online and follow a few simple steps to enroll withZelletoday.
WHAT IF I WANT TO SEND MONEY TO SOMEONE WHOSE FINANCIAL INSTITUTION DOESN’T OFFERZELLE?
You can find a full list of participating banks and credit unions live withZellehere.
If your recipient’s financial institution isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still useZelleby downloading theZelleapp for Android and iOS.
To enroll with theZelleapp, 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).Zelledoes not accept debit cards associated with international deposit accounts or any credit cards.
HOW DOESZELLEWORK?
When you enroll withZellethrough your online banking account, or mobile banking app, your name, the name of your credit union, and the email address or U.S. mobile number you enrolled is shared withZelle(no sensitive account details are shared – those stay with Safe 1).
When someone sends money to your enrolled email address or U.S. mobile number,Zellelooks up the email address or mobile number in its “directory” and notifies Safe 1 of the incoming payment. Safe 1 then directs the payment into your bank account, all while keeping your sensitive account details private.
CAN I USEZELLEINTERNATIONALLY?
In order to useZelle, the sender and recipient’s bank accounts must be based in the U.S.
CAN I CANCEL A PAYMENT?
You can only cancel a payment if the person you sent money to hasn’t yet enrolled withZelle. 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 withZelle, 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 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 contact our Call Center at (661) 327-3818 so we can help you.
Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or mobile number) are made available by Safe 1, but are a separate service fromZelleand can take 1 – 3 business days to process.
You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.
HOW LONG DOES IT TAKE TO RECEIVE MONEY WITHZELLE?
Money sent withZelleis typically available to an enrolled recipient within minutes1.
If you send money to someone who isn’t enrolled withZelle, they will receive a notification prompting them to enroll. After enrollment, the money will be available in your recipient’s account, and will be available typically within minutes1.
If your payment is pending, we recommend confirming the person in which you sent money has enrolled withZelleand 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.
Still having trouble? Please contact our Call Center at (661) 327-3818.
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 a top priority for Safe 1. When you useZellewithin 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 USINGZELLETO 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 useZelle. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither Safe 1 norZelleoffers a protection program for any authorized payments made withZelle– for example, if you do not receive the item you paid for or the item is not as described or as you expected.
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 withZelleat another bank or credit union. Contact our Call Center at (661) 327-3818 and ask them to move your email address or U.S. mobile phone number to Safe 1 so you can use it forZelle.
Once your email address or U.S. mobile phone number is moved, it will be connected to your Safe 1 account so you can start sending and receiving money withZellethrough the Safe 1’s mobile banking app and online banking. Please call our Call Center at (661) 327-3818 for help.
Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.
1Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled withZelle.
2Must have a bank account in the U.S. to useZelle.
3In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled withZelle.
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