I'm having trouble enrolling with Zelle®. What should I do?

If you’re unable to enroll your debit card and receive a message stating “Profile Locked: For security reasons your account had been locked. Please contact customer service,” there are a few things you should do.

How do I cancel Zelle®?

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.

Can I access Zelle® to send or receive money without a smartphone?

If your bank or credit union offers Zelle, you may 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.

I sent money to someone and they never received it. What should I do?

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, or will be within 3 business days if it is a newly enrolled profile. If you aren’t sure of the status of your payment, contact Zelle customer support at 844-428-8542.

When trying to enroll with Zelle®, I received a message saying that I was already enrolled. Why?

A couple of reasons why you may be receiving this message:

  1. Your mobile number or email address is already enrolled with a bank or credit union
  2. 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.

How do I change the account I use to send and receive money?

If you’re using the Zelle app, you can easily change your account directly within the app!

To switch your account:

  1. Tap the gear icon in the top left corner of your mobile screen
  2. Tap Account
  3. 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.

 

Can I connect more than one bank account to my Zelle® profile?

Not yet! You can only connect one bank account to your Zelle profile at any given time.

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