Zelle® is a 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 now quickly, safely, and easily send money to people you trust, regardless of where they bank².

You can send money to friends, family and people you know and trust.² 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, neither Zelle® nor Citizens offers 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.

You can send or receive money with Zelle. To get started, log into Citizens 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.

¹Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle®.

Citizens does not charge any fees to use Zelle®.

* Citizens account and/or any wireless/data fees may apply.

Yes! They will receive a notification via email or text message.

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.

Money sent with Zelle® is typically available to an enrolled person within minutes. 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 recipient's 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 customer support team toll-free at 1-800-656-6561 for assistance.

Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle®.