Zelle® is a 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 people you trust, regardless of where they bank.
Who can I send money to with Zelle®?
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You can send money to friends, family and people you know and trust. 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 Citizens nor Zelle® offers purchase protection for 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, request 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 someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile number), add the amount you’d like to send and an optional note, review, then hit “Send.” The recipient will receive an email or text message notification via the method they used to enroll with Zelle®. Money is available to your recipient in minutes if they are already enrolled with Zelle®.
To request money using Zelle®, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like, include an optional note, review and hit “Request”. If the person you are requesting money from is not yet enrolled with Zelle®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their mobile number.
To receive money, just share your enrolled email address or U.S. mobile number with a friend and ask them to send you money with Zelle®. If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your Citizens account, typically within minutes.
If someone sent you money with Zelle® and you have not yet enrolled with Zelle®, follow these steps:
- Click on the link provided in the payment notification you received via email or text message.
- Select your Citizens account.
- Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification – you should enroll with Zelle® using that email address or U.S. mobile number to ensure you receive your money.
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Are there any fees to send money using Zelle®?
Citizens does not charge any fees to use Zelle®.
Citizens account and/or any wireless/data fees may apply.
How do I get started?
It’s easy — Zelle® is already available within Citizens 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?
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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 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.
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, 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.
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