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Frequently Asked Questions about Zelle®

Learn more about Zelle®

1. What is Zelle®

Zelle is a new way to send money directly to almost any bank account in the U.S.-typically within minutes. With an email address or U.S. mobile phone number, you can now quickly, safely, and easily send money to more people, regardless of where they bank. Ask your recipient to enroll with Zelle before you send them money–this will help them get their money faster.

2. Who can I send money to with Zelle?

You can send money to almost anyone with a bank account in the U.S. who is enrolled with Zelle. We recommend that you ask your recipient to enroll with Zelle before you send them money–this will help them get their money faster.

3. Are there any fees to send money using Zelle?

Neither Citizens Bank nor Zelle charge any fees to use Zelle*.

4. Can I use Zelle internationally?

No. To use Zelle, a recipient must be able to receive money into a bank account in the U.S.

 

5. 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.

6. How long does it take to receive money with Zelle?

Money sent with Zelle is typically available to an enrolled recipient within minutes. Ask your recipient to enroll with Zelle before you send them money – this will help them get their money faster. Also, make sure you have an activated Citizens Bank Debit Card.

 

If you send money to someone who isn’t enrolled with Zelle, they will receive a payment notification prompting them to enroll with Zelle. After your recipient enrolls, it may take three business days for your recipient to receive that payment in their bank account. This is a security feature of Zelle designed to reduce risk and protect you whenever you’re sending or receiving money. Once that payment completes, that recipient will be able to receive future payments faster, typically within minutes1.

 

If it has been more than three days, we recommend confirming that the person you sent money to has activated their Zelle profile and that you entered the right email address or U.S. mobile number. If you’re waiting to receive money, we recommend confirming that the sender entered the right email address or U.S. mobile number.

 

Still having trouble? Please call the Citizens Bank customer support team toll-free at 1-800-656-6561 for assistance.

7. Will the person I send money to be notified?

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

 

Learn more about Zelle®

8. 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. We recommend you enroll with Zelle before anyone sends you money – this will help you get your money faster.

 

You can find a full list of participating banks and credit unions live with Zelle at www.zellepay.com.

 

Concerned your recipient’s bank isn’t listed? Don’t worry! Almost anyone with a bank account in the U.S. can receive money by enrolling with the Zelle app. Recipients whose banks are not active with Zelle can typically receive their funds within minutes after enrolling in the Zelle app.

9. 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*.

 

10. Can I cancel a payment?

You can only cancel a payment if the recipient hasn’t yet enrolled with Zelle.

 

If the payment is still pending, you can go to your activity page, choose the payment you want to cancel, and then select “Cancel This Payment.” If your recipient has already enrolled with Zelle, the money is sent directly to your recipient’s bank account and cannot be canceled.

 

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back.

11. 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 profile 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.

 

To update your information within Citizens Bank’s Zelle experience:

  • For primary mobile number updates, please contact Customer Service at 1-800-656-6561.
  • For email address updates, please log into Citizens Bank Online® Banking and navigate to the Service Center.

 

12. Why can't some people send me money using Zelle?

At this time, Citizens Bank does not offer the option for customers to receive funds sent from an account with a financial institution that has not partnered with Zelle. Work is underway to implement a solution quickly. In the meantime, the sender can explore other alternatives with their financial institution to send funds.

13. Why can't I request money from some people using Zelle?

At this time, Citizens Bank does not offer the option for customers to request money sent from an account with a financial institution that has not partnered with Zelle. Work is underway to implement a solution quickly. In the meantime, you can explore other money movement alternatives with Citizens Bank.