Zelle^® Frequently Asked Questions

WHAT TYPES OF PAYMENTS CAN I MAKE WITH ZELLE^®?

Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor¹.

Since money is sent directly from your bank account to another person’s bank account within minutes¹, Zelle^® should only be used to send money to friends, family and others you trust.

Neither bankESB nor Zelle^® offers a protection program for any authorized payments made with Zelle^® – for example, if you do not receive the item you paid for, or the item is not as described or as you expected. Only send money to people and small businesses you trust and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

HOW DO I USE ZELLE^®?

You can send, request, or receive money with Zelle^®. To get started, log into the bankESB Mobile Banking app or online banking. In the main menu, select “Send money with Zelle^®“.

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 U.S. 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 bankESB account, typically within minutes.

If someone sent you money with Zelle^® and you have not yet enrolled with Zelle^®, follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.
2. Select bankESB.
3. 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.

WHAT IF I WANT TO SEND MONEY TO SOMEONE WHOSE FINANCIAL INSTITUTION DOESN’T OFFER ZELLE^®?

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

If your recipient’s financial institution 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 REVERSE OR CANCEL A PAYMENT?

Zelle^® payments cannot be reversed.

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 you do not see this option available, please contact our customer support team at 855.527.4111 for assistance with canceling the pending payment.

If the person you sent money to has already enrolled with Zelle^® through their bank or credit union’s mobile app or online banking, 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, please immediately call our customer support team at 855.527.4111 so we can help you.

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 bankESB. When you use Zelle^® within our Mobile Banking app or Online Banking, your information is protected with the same technology we use to keep your bank account safe.

I’M UNSURE ABOUT USING ZELLE^® TO PAY SOMEONE I DON’T KNOW. WHAT SHOULD I DO?

If you don’t know the person, or aren’t sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle^® for these types of transactions.

These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither bankESB nor Zelle^® offers purchase protection for payments made with Zelle^® – for example, if you do not receive the item you paid for, or the item is not as described or as you expected. Only send money to people and small businesses you trust and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

I BELIEVE I’VE BEEN A VICTIM OF A SCAM? WHO SHOULD I CONTACT?

Please contact Customer Care at 855.527.4111. Qualifying imposter scams may be eligible for reimbursement.

ARE THERE ANY FEES TO SEND MONEY USING ZELLE^®?

HOW DO I USE A ZELLE^® QR CODE? 

Zelle^® QR code provides peace of mind knowing you can send and receive money to the right person, without typing an email address or U.S. mobile number.

To locate your Zelle^® QR code, log into the bankESB Mobile Banking app, click “Send Money with Zelle^®”. Next, go to your “Zelle^® settings” and click “Zelle^® QR code” and your QR code will be displayed under “My Code”. From here you can view your QR code and use the print or share icons to text, email or print your Zelle^® QR code. To receive money, share your Zelle^® QR code.
To send money, log into the bankESB Mobile Banking app, click “Send money with Zelle^®”, click “Send,” then click on the QR code icon displayed at the top of the “Select Recipient” screen. Once you allow access to your camera, simply point your camera at the recipient’s Zelle^® QR code, enter the amount, hit “Send,” and the money is on the way! When sending money to someone new, it’s always important to confirm the recipient is correct by reviewing the displayed name before sending money.