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®.
If someone sent you money with Zelle® and 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 bankESB. 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 with Zelle® using that email address or U.S. mobile number to ensure you receive your 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 bankESB 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®?
Zelle® is a great way to send money to family, friends, and people you are familiar with, such as your personal trainer,
babysitter or neighbor.1 Since money is sent directly from your bank account to another person’s bank account within minutes,1 Zelle® should only be used to send money to friends, family, and others you know and trust. 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®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Zelle® is a great way to send money to family, friends, and people you are familiar with, such as your personal trainer, babysitter or neighbor.1 Since money is sent directly from your bank account to another person’s bank account within minutes,1 Zelle® should only be used to send money to friends, family, and others you know and trust. 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®.
WHAT IF I WANT TO SEND MONEY TO SOMEONE WHOSE BANK OR CREDIT UNION DOESN’T OFFER ZELLE®?
As of March 31, 2025, all users must be enrolled through one of the more than 2,200 banks and credit unions that offer Zelle® in order to send and receive money. You can find a full list of participating banks and credit unions live with Zelle® at Zellepay.com. If their bank or credit union is not listed, we recommend you use another payment method at this time.
CAN I USE ZELLE® INTERNATIONALLY?
In order to use Zelle®, the sender and recipient’s bank or credit union accounts must be based in the U.S.
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 bankESB.
- 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 REVERSE OR CANCEL A PAYMENT?
No, Zelle® payments cannot be reversed.
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 you do not see this option available, please contact Customer Care at 855.527.4111 for assistance with canceling the pending payment.
If the person you sent money to has already enrolled with Zelle® through their bank or credit union’s mobile app or online banking, 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, please immediately call our Customer Care at 855.527.4111 to determine what options are available. No, Zelle® payments cannot be reversed.
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 you do not see this option available, please contact Customer Care at 855.527.4111 for assistance with canceling
the pending payment.
If the person you sent money to has already enrolled with Zelle® through their bank or credit union’s mobile app or online banking, 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, please immediately call our Customer Care at 855.527.4111 to determine what options are available.
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, 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.
Still having trouble? Please call bankESB’s Customer Care at 855.527.4111.
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 bankESB offers a protection program for any purchase or sale conducted using Zelle®.
HOW DO I USE A ZELLE® QR CODE?
Zelle® QR codes provide peace of mind, knowing you can send and receive money to the right person without typing an email address or U.S. mobile number. To locate your Zelle® QR code, log in to the bankESB Mobile Banking app, click “Send Money With Zelle®.” Next, go to your “Zelle® settings” and click “Zelle® QR code,” and your QR code will be displayed under “My Code.” 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, share your Zelle® QR code.
To send money, log in to the bankESB Mobile Banking 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.
I BELIEVE I HAVE BEEN A VICTIM OF A SCAM. WHOM SHOULD I CONTACT?
Please contact our Customer Care at 855.527.4111. Qualifying imposter scams may be eligible for reimbursement.
DOES BANKESB OR ZELLE® OFFER PURCHASE PROTECTION?
Neither bankESB nor Zelle® offers purchase protection for payments made with Zelle® – for example, if you do not receive the item you paid for, or the item is not as described or as you expected. Only send money to people and small businesses you trust and always ensure you’ve used the correct email address or U.S. mobile number when sending money.
Zelle® does not offer purchase protection for payments made with Zelle®. To learn about bankESB’s purchase protection, please view our terms and conditions.
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