Zelle® Frequently Asked Questions

What is Zelle®?

Zelle® is a fast, safe and easy way to send and receive money directly between almost any bank accounts in the U.S., typically within minutes. With just an email address or U.S. mobile phone number, you can send and receive money to people you trust, regardless of where they bank.

Who can I send money to with Zelle®?

You can send money to friends, family and others you trust  that have an account with a U.S. based bank or credit union (does not include U.S. territories).

Since money is sent directly from your bank account to another person's bank account within minutes. 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 phone number.

How do I use Zelle®?

If you have a checking account with Union Bank, Zelle® is already available in your mobile banking app. Check your app and follow a few simple steps to enroll with Zelle® today.

You can send, request, or receive money with Zelle®. To get started, log into your Union Bank mobile app  and tap the "Transfer/Send" menu button at the bottom of the screen, then select the Zelle® icon. Following the prompts, enter the information requested, accept the terms and conditions, and you're ready to send and receive 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 phone number), add the amount you'd like to send and an optional note, review, then hit "Send." In most cases, the money is available in your recipient's bank account in minutes.

To request money using Zelle®, choose "Request", select the individual from whom you'd like to request money, enter the amount you'd like to request, include an optional note, review and hit "Request".

To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle®.

You can view our interactive demos if you would like more instruction:

Someone sent me money with Zelle®, how do I receive it?

If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your bank account, typically within minutes.

If you have not yet enrolled with Zelle®, follow these steps:

  1. Download the Union Bank mobile banking app  if you haven't already done so.
  2. Select Union Bank.
  3. Follow the instructions provided to enroll and receive your money. Pay attention to the email address or U.S. mobile phone number where you received the payment notification - you should enroll with Zelle® using that email address or U.S. mobile phone number to ensure you receive your money.

What types of payments can I make with Zelle®?

Zelle® is a great way to send money to friends, family and people you trust, such as your personal trainer, babysitter or neighbor.

Since money is sent directly from your bank account to another person's bank account within minutes, Zelle® should only be used to send money to people you trust.

Neither Union Bank, nor Zelle®, offers a protection program for any authorized payments made with Zelle® - for example, in situations where you do not receive the item you paid for or the item is not as described or as you expected.

What if I want to send money to someone whose bank or credit union doesn't offer Zelle®?

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

If your recipient's bank or credit union 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 iOS or Zelle® app for Android.

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 must have an account with a bank or credit union based in the U.S. (does not include U.S. territories).

We require that your home/physical address in Online Banking be a U.S. address in order to enroll in Zelle®.

Can I cancel a payment?

If the payment is scheduled for a later date, you can cancel it before that date. If the payment has already been sent, you can only cancel it if the person you sent money to hasn't yet enrolled with Zelle®. To check whether the payment can be cancelled, you can go to your activity page and choose the payment you want to cancel. If you do not see this option available, please contact our customer support team.

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 trust, and always ensure you've used the correct email address or U.S. mobile number when sending money.

How long does it take to receive money with Zelle®?

Money sent with Zelle® is typically available to an enrolled recipient 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 be sent directly to your recipient's account, typically within minutes.

If your payment is pending, 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? Contact us so we can support 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. When you use Zelle® within Union Bank's mobile app, 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 Union Bank nor Zelle® offers a protection program for any authorized payments made with Zelle® - for example, in situations where you do not receive the item you paid for or the item is not as described or as you expected.

What if my email address or U.S. mobile number is already enrolled at another financial institution?

If your email address or U.S. mobile phone number is already enrolled with Zelle® at another financial institution, you will be notified during enrollment. You will be presented a choice to move that email address or U.S. mobile number and link it to your Union Bank account. If you decide not to move it to Union Bank, you can choose another email address or U.S. mobile number to enroll. 

Once you have completed enrollment, your email address or U.S. mobile number will be connected to your Union Bank account so you can start sending and receiving money with Zelle®.

Can I pay a small business with Zelle®?

Some small businesses are able to receive payments with Zelle®. Ask your favorite small business if they accept payments with Zelle®. If they do, you can pay them directly from your mobile banking app using just their email address or U.S. mobile number. 

Neither Union Bank, nor Zelle®, offers a protection program for any authorized payments made with Zelle®, so you should only send money to people and small businesses you trust. Also, always ensure you've used the correct email address or U.S. mobile number when sending money.

Zelle® and the Zelle® related marks are wholly owned by Early Warning Services, LLC and are used herein under license.