What is Zelle®?

Have you heard someone mention it or seen it on a website and wondered, "What is Zelle®?"

Zelle® is offered by many financial institutions across the U.S. and allows you to send and receive money among friends and family, typically in a matter of minutes.¹

That means you can say goodbye to throwing down multiple credit cards to split a bill or awkwardly tracking down IOUs from your conveniently forgetful friend. Instead, you can split the cost of the bill. For example, if you and your coworkers want to celebrate a colleagues birthday, one person can initiate the payment, and everyone else can simply send their share-making it quick and hassle-free.

What is Zelle®

Zelle® is a convenient and fast way to send money from one person to another. It can also be used with eligible small businesses. Zelle® is connected to your mobile banking app and online banking. To send and receive money you don't have to bank with the same bank as the recipient. Zelle® makes it easy to send money between people who use different banks without divulging any personal financial information to the other party.

How does Zelle® work?

Log on to online or mobile banking. To send money with Zelle:

1. Select an option, send money, request money, or split a bill. You can also use a QR code to send money, view Zelle activity, or manage your recipients.
2. Select your recipient via mobile number, email, or Zelle tag; use a QR code; or add someone new.
3. Select the amount, date to send, and the account to send from.
4. Tap "Review."
5. Confirm information and tap "Send."

After you make your choice, select the recipient or recipients from your list of contacts through their mobile number, email or Zelle tag, or by using a QR code to add someone new. Plug in how much you're sending or requesting, the date to send, and the account to send from, and then hit "Send." The recipient will receive a text or email notification related to your request.

If you're sending money, the funds will be withdrawn directly from your account and deposited into the recipient's account. If you're requesting, the funds will be deposited directly into your account once the other party accepts the request.

How do I set up Zelle®

If you have a Citizens account, you can use Zelle® to send or receive money right away through Citizens Online Banking or the Citizens Mobile Banking app*. There's nothing extra to set up.

How do I know if my bank or credit union offers Zelle®

Easy — go to zellepay.com. There, you'll find a list of all financial institutions that offer or will offer Zelle®.

What are the benefits of Zelle®

Because Zelle® payments are quick, there is no need to wait for checks to be processed to be paid. Zelle® also makes it easy to split bills among friends. Cash isn't needed, so you don't have to worry about coming up with the exact amount. Bills can be easily divided so everyone can send money to cover their share.

How long does it take to send and receive money with Zelle®

If both the sender and recipient are enrolled with Zelle®, the money will typically arrive in minutes.¹

Is Zelle® secure to use in the Citizens mobile app*?

Money sent and received with Zelle® in the Citizens mobile app* is protected by the same technology that safeguards your online and mobile banking. Your information is secure, and authentication and monitoring features also protect your account from unauthorized access and use.

Are there any fees to send money using Zelle®

Citizens does not charge any fees to use Zelle®. However, standard wireless and data fees may apply.

Does Zelle® have a limit to how much you can send?

Zelle limits are based on your online banking profile, not on individual accounts and can vary.

Customers can verify their Zelle payment limits by tapping the green question mark labeled "Zelle Limits" within the mobile app.

What if I want to send money to someone whose bank or credit union doesn't offer Zelle®

You can only send money to someone whose bank or credit union offers Zelle®. You can find a full list of participating banks and credit unions live with Zelle® here.

How do I receive money from Zelle®

With a Citizens account, you don't have to do anything to receive money with Zelle®. When someone sends you money with Zelle®, it will be automatically sent to your bank account.

Can I reverse or cancel a payment?

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 Citizens customer support team 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, 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 Citizens customer support team so we can try to help you.

Can I use Zelle® if I'm abroad?

To use Zelle®, the sender and recipient's bank accounts must be based in the U.S. Zelle® can be used when you're traveling outside the U.S., provided both the sender and recipient have U.S.-based bank accounts. However, availability depends on your bank's app security policies (some require U.S.-based verification or may flag logins from abroad).

What to remember

Zelle® is an easy way to split the cost of the bill or send money. Money is sent between accounts within minutes¹. Want to quickly and easily send and receive money among people you trust? You can enroll with Zelle® by downloading the Citizens mobile app* or enrolling in online banking.