Send and Receive Money with Zelle – Frequently Asked Questions

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Zelle® Questions

What is Zelle?

Zelle is a convenient way to send and receive money from friends, family and other people you know and trust. You can send money to almost anyone with an eligible U.S.-based bank account using their email address or U.S. mobile phone number.

When you enroll with Zelle using Wells Fargo Online® or Wells Fargo Mobile®, we establish a connection between your email address or U.S. mobile phone number and your eligible Wells Fargo checking or savings account.

Who can I send money to?

You can use Zelle to send money to almost anyone with an eligible U.S.-based bank account. Eligibility requirements may vary depending on where your recipient banks. For your protection, you should only use Zelle when sending money to people you know and trust, such as friends and family. (Note: You can't use prepaid cards to send money with Zelle.)

Check with your recipient to ensure their correct email address or U.S. mobile phone number is enrolled in Zelle so they can receive money.

What protections do I have when I use Zelle?

You are protected in the unlikely event an unauthorized user accesses your accounts and initiates payments using Wells Fargo Online or Wells Fargo Mobile.

However, because Zelle is intended to replace instances where cash and checks are being exchanged, you do not have the same protections associated with a credit card or a debit card transaction, such as the ability to dispute purchase transactions. Once you send money with Zelle, you cannot cancel the payment if your recipient has already enrolled.

We recommend you only send money to known and trusted recipients when using Zelle.

Is there a fee for Zelle?

Wells Fargo does not charge a fee to send or receive money with Zelle. However, when using Zelle on a mobile device, your mobile carrier’s message and data rates may apply.

How much money can I send and receive with Zelle?

Sending limits: For your security, we restrict the amount of money you can send to recipients. There are daily and 30-day (rolling) limits. The amounts you can send daily and over 30 days will vary based on your funding account, your recipient, and the payment history for each recipient.

Receiving limits: We do not limit how much money you can receive with Zelle using your email address or U.S. mobile phone number. However, the sender may be subject to limits on how much they can send you, based on the policies of their financial institution or payment network.

For more information about Zelle sending and receiving limits with Wells Fargo, see the Zelle Transfer Service Addendum. These limits apply only to Zelle payments when initiated from Wells Fargo Online® or the Wells Fargo Mobile® app.

When will my payment arrive with Zelle?

Once your recipient enrolls either a U.S. mobile phone number or email address with Zelle, payments are typically delivered within minutes. In some cases, we may need to delay or block a payment for your protection.

What is the difference between the Wells Fargo Zelle experience and the separate Zelle app?

Wells Fargo partners with Zelle to offer a unique experience to our customers that is only available through Wells Fargo Online and Wells Fargo Mobile. Other financial institutions may partner with Zelle and offer their own Zelle experience for their customers, subject to their own terms and conditions.

There is also a separate Zelle app that is not operated or maintained by Wells Fargo or any other financial institution. Instead, it is operated by Early Warning Services LLC, a third-party entity. The Zelle app is only available for use by consumers whose financial institution does not offer Zelle to its customers.

For more information, see the Zelle Transfer Service Addendum.

Who are the Zelle participating financial institutions?

For a full list of participating financial institutions, visit zellepay.com/partners.

If your recipient does not have an account with a Zelle participating financial institution, you can still use Zelle through Wells Fargo Online or Wells Fargo Mobile to send them money from your personal account. They can use the separate Zelle app to receive the money, subject to eligibility requirements and terms and conditions.

Remember to only use Zelle to send money to friends, family, and people you know and trust.

What does enroll mean?

When you enroll your email address or U.S. mobile number with Wells Fargo to receive money with Zelle, you are establishing a connection between the email address or U.S. mobile number and your bank account where we will deposit your money. When someone sends you money, they use your enrolled email address or U.S. mobile number. Once the payment is processed, we will automatically deposit the funds into that account.

How do I send money?

Follow these steps to Send money with Zelle®:

  1. Go to Send money with Zelle®
    Sign on to Wells Fargo Online, then go to Send Money with Zelle® located under Transfer and Pay in the main menu. In Wells Fargo Mobile, sign on and tap Zelle® in the bottom bar. If you’re not yet enrolled, you’ll be asked to accept our terms and conditions. We recommend you also enroll an email address or U.S. mobile number and link a deposit account so you can receive money with Zelle.
  2. Add or select recipient
    To add a recipient, select the “ + ” icon at the upper right of your screen and enter your recipient’s information. If your recipient is already in your list of recipients, select their name (smartphone) or the arrow to the right of their name (desktop and tablet) to continue.
  3. Enter amount and select your funding account
    Enter the amount you want to send and choose an account to fund your payment. On desktop or tablet devices, you may have the option to select a delivery speed. Next, select Continue.
  4. Review and send
    Carefully review the details of your payment before you send it. If it’s the first time you’ve sent money to this recipient, we will send you an access code to help verify your identity. If your recipient’s U.S. mobile phone number or email address is enrolled with Zelle, we’ll display the name of the recipient on record before you continue (in some cases, this may only be a first name). After you send your payment, you’ll get a confirmation screen with the details of your payment.
  5. Recipient is notified
    Your recipient will be notified by email or text message with the details of your payment and instructions on how to enroll to receive the money if action is necessary.
  6. Recipients must enroll to receive money
    If your recipient is not enrolled with Zelle, they’ll need to enroll to receive money. They will have fourteen (14) days to complete their one-time enrollment using the same email address or U.S. mobile number you used to send them the payment. If your recipient does not enroll with Zelle within 14 days, the money will be returned back to your account. Once your recipient enrolls with Zelle, this and all future payments to them are typically delivered in minutes. In some cases, we may need to delay or block a payment for your protection.

Will I receive text messages from Wells Fargo when I use Zelle?

Wells Fargo may send you text messages related to your Zelle activity (like when you add a new recipient or when you send money to a first-time recipient). Wells Fargo text messages related to Zelle will come from either 93557 or 93729. You can stop text messages related to Zelle by following the instructions found in the body of the text messages.

Wells Fargo will need to help verify your identity before processing some Zelle payments, including when you send money to a first-time recipient. This step requires us to send you a text message code. To complete this verification step, you must have either a text-enabled mobile device or an RSA SecureID device.

How do I receive money?

To receive money, you must enroll an email address or U.S. mobile number with Zelle in Wells Fargo Online. Once enrolled, provide that email address or U.S. mobile number to the person sending you money. They can use it to send you money, whether through Wells Fargo, another Zelle participating financial institution, or the separate Zelle app.

When someone sends you money, you’ll be notified by email or text message. The money will be automatically directed into the account you’ve linked to your Zelle profile as your deposit account.

How do I request money with Zelle?

You can request money from another person using Wells Fargo Mobile on your smartphone. To send a request for money, tap Zelle® in the bottom bar and select Request. From there, select a recipient (the person who will receive your request) from your list of recipients or add a recipient by selecting the “+” icon. In order to send payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle. Next, enter the amount of your request, review it, and select Send.

Before you can request money, you must have enrolled an email address or U.S. mobile number with Zelle. Note: Request money is not yet available on the Wells Fargo Online desktop or tablet experience.

What do I do if my recipient never received my payment?

If your recipient did not receive your payment, make sure they’ve enrolled an email address or U.S. mobile number with Zelle. If they have enrolled, check that the email address or U.S. mobile number you used to send money to your recipient is associated with your recipient’s Zelle profile.

You can check the payment status in your Zelle Activity. In some cases, payments may be delayed or blocked for your protection.

For additional help, you can call Wells Fargo Online Customer Service at 1-800-956-4442, 24 hours a day, 7 days a week.

Can I cancel a payment?

If your recipient has already enrolled with Zelle, the payment is sent directly to their bank account and cannot be canceled. Keep in mind that Zelle payments are not covered by the same protections as credit card and debit card payments.

If the payment is still pending because your recipient has not yet enrolled, you may cancel it. Go to your Zelle Activity, choose the payment you want to cancel, then select Cancel Payment.

We recommend that you only use Zelle to send and receive money with people you know and trust. Always remember to carefully verify your recipient’s email address or U.S. mobile number before you send money.

Donations to the American Red Cross using Zelle

How do I donate money to the American Red Cross using Zelle?

  1. Sign on to Wells Fargo Online, then go to Send Money with Zelle® located under Transfer & Pay in the main menu, and select Send. In Wells Fargo Mobile, sign on and tap Zelle® in the bottom bar.
  2. From the Select Recipient screen, select the “ + ” icon at the upper right of your screen, enter “Donations@redcross.org” under Email or mobile and enter “American Red Cross” as the recipient’s first name, then select Continue.
  3. Review the “First-Time Recipient” pop-up to ensure that it says donations@redcross.org and that the name begins with “CROSS” and select Continue.
  4. From the Enter Amount screen, choose the account you want your donation to come from, enter the amount you’d like to donate, then select Review.
  5. Review the details of your donation carefully, then select Send.

Is my donation tax deductible?

The American National Red Cross is registered as a 501(c)(3) non-profit organization. Contributions to the American Red Cross are tax-deductible to the extent permitted by law. The American Red Cross' tax identification number is 53-0196605.

Receipts will be issued upon request for donations greater than $250 by the American Red Cross. All questions pertaining to receipts should be directed to the American Red Cross customer service line 1-800-797-8022 or website http://www.redcross.org/contact-us/financial-donation-inquiry. You will need to provide your payment confirmation code, which can be found in the payment details from your Zelle Activity.

What is my donation being used for?

100% of your donation will go directly to help the American Red Cross Disaster Relief. Your donation helps the Red Cross prepare for, respond to, and help people recover from nearly 64,000 disasters a year nationwide like hurricanes, wildfires, earthquakes, and countless other crises.

Who should I contact if I made a mistake donating money to the American Red Cross via Zelle?

To request a refund, contact the American Red Cross customer service at 1-800-797-8022.