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Send Money with Zelle®

  • What is Zelle

    Zelle is a new way to send money directly to almost any bank account in the U.S.-typically within minutes1. With an email address or U.S. mobile phone number, you can quickly, safely, and easily send money to people you trust regardless of where they bank2.

  • Who can I send money to with Zelle?

    You can send money to friends, family and people you know2 Since money is sent directly from your bank account to another person’s bank account within minutes1, it’s important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number. Zelle should only be used to send money to friends, family or others you 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 on-line bidding or sales site), we recommend you do not use Zelle for these types of transactions. These transactions are potentially high risk, Zelle does not offer a protection program for any authorized payments made with Zelle – for example, if you make a purchase using Zelle but you do not receive the item or the item is not as described or as you expected.

  • How do I use Zelle?

    You can send or receive money with Zelle. To get started, log into Citizens Bank online banking or mobile app and click “Send Money with Zelle®”. Review and accept the Terms & Conditions and required disclosures, follow the enrollment steps and you’re on your way.

    To send money using Zelle, simply select your recipient from your Zelle contact list (or add your recipient’s email address or U.S. mobile number), add the amount you’d like to send, review, and then hit “confirm.” In most cases, the money is available in minutes1.

  • Are there any fees to send money using Zelle?

    Citizens Bank does not charge any fees to use Zelle*.

  • How do I get started?

    It’s easy — Zelle is already available within Citizens Bank mobile app and online banking! Check our app or sign-in online and follow a few simple steps to enroll with Zelle today.

    You can find a full list of participating banks and credit unions live with Zelle here.

    If your recipient’s bank isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android and iOS.

    To enroll with the Zelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® or Mastercard® debit card with a U.S. based account (does not include U.S. territories). Zelle does not accept debit cards associated with international deposit accounts or any credit cards.

  • Can I use Zelle internationally?

    In order to use Zelle, the sender and recipient’s bank accounts must be based in the U.S.

  • Can I cancel a payment?

    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 the person you sent money to has already enrolled with Zelle, 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, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call us at 1-800-656-6561 so we can help you.

  • How long does it take to receive money with Zelle?

    Money sent with Zelle is typically available to an enrolled person within minutes1.

    If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, the money will move directly to your recipients account.

    If your payment has been pending and has not sent, 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 the Citizens Bank customer support team toll-free at 1-800-656-6561 for assistance.

  • 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 a top priority for Citizens Bank, and when you use Zelle within the Citizens’ mobile app or online banking, your information is protected with the same technology we use to keep your bank account safe.

  • What if I get an error message when I try to enroll a mobile number or email address?

    Your U.S. mobile number or email address may already be associated with a Zelle enrollment through another financial institution.

    You can switch to Citizens Bank as your preferred financial institution for Zelle, by going to “Send Money with Zelle®”, selecting ‘Activity’ and then follow the steps under the Manage Profile section. Or just call us at 1-800-656-6561 and ask us to move your U.S. mobile number and/or email address from your other financial institution to Citizens Bank. Either of these options will connect your desired U.S. mobile number and/or email address to your Citizens Bank account for Zelle payments going forward.

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