Frequently Asked Questions

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.

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.

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