Frequently Asked Questions

I'm a Consumer Using Zelle®

I’ve been sending money to a small business with Zelle for a while. Why isn’t my payment going through now?
To send money to or receive money from a small business, a consumer must be enrolled with Zelle through their mobile banking app, or enrolled in the Zelle app with a deposit account. Some financial institutions are now offering Zelle to their small business customers. Each financial institution’s definition of what is considered a small business account may vary, which means there could be changes to your experience using Zelle with that business. Small businesses are not able to enroll in the Zelle app with a debit card, and cannot receive payments from consumers enrolled in the Zelle app using a debit card. So, if you’re no longer able to send money to or receive money from a small business, this may be why.


I’m enrolled in the Zelle app with my debit card. Can I send and receive money from small businesses?
No, not at this time. Currently, only consumers using Zelle through their financial institution’s mobile banking app can send and receive money with eligible small businesses. If you’re already using the Zelle app and enrolled with an eligible Visa® or Mastercard® debit card, you can continue using Zelle with friends, family and others you trust.


Can I cancel a payment I made to a small business?
No, not if the business is already enrolled with Zelle. Make sure you’re satisfied with the item or service from the small business because you can’t cancel a payment if you send money to someone already enrolled with Zelle - because money moves quickly - directly into the recipient's bank account typically within minutes1. You may check with your bank or credit union to see what other options may be available to you. Only send money to small businesses you trust, and always ensure you have the correct email address or U.S. mobile number for the business you're trying to send money to.


How do I know which small businesses I can pay with Zelle?
The easiest way to find out is to simply ask the business if they accept Zelle. If they accept Zelle and you’re already enrolled with Zelle through your banking app, you and the business will be able to use the service to send and receive money in minutes1. If the business doesn’t offer Zelle and you think it would be great if they did, suggest that they check with their bank to see if Zelle is available as a fast, safe and easy way for them to send and receive money with their customers! And remember: Only send money with Zelle to friends, family and businesses you trust.


Is there a limit on the amount of money I can send and receive with Zelle?
Your financial institution determines this. Please reach out to your bank or credit union directly to find out what specific limits they have for their customers.

 

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