Zelle®

What is Zelle®?
Zelle® is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes¹. With just an email address or U.S. mobile phone number, you can send money to people you know and trust, regardless of where they bank².

Who can I send money to with Zelle®?
You can send money to friends, family and others you trust².

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.

How do I use Zelle®?
You can send, request, or receive money with Zelle®.

1. To get started, log into online banking or your mobile app, navigate to Bill Pay and select "Send Money with Zelle®". Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you're ready to start sending and receiving with Zelle®.
2. To send money using Zelle®, simply add a trusted recipient's email address or U.S. mobile phone number, enter the amount you'd like to send and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes¹.
3. To request money using Zelle®, choose "Request," select the individual(s) from whom you'd like to request money, enter the amount you'd like to request, include an optional note, review and hit "Request"³.
4. 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®.

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 move directly into your bank account, typically within minutes¹.

If 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 your financial institution.
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 kind 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 neighbor².

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 UBT 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.

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 app using just their email address or U.S. mobile number.

Neither UBT 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. Always ensure you’ve used the correct email address or U.S. mobile number when sending money.

How do I get started with Zelle®?
It's easy — Zelle® is already available within UBTgo mobile banking app and online banking within Bill Pay! Sign-in on the desktop and follow a few simple steps to enroll with Zelle® today.

What if I want to send money to someone whose bank doesn't offer Zelle®?
You can find a full list of participating banks and credit unions live with Zelle® at https://www.zellepay.com/.

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.

How does Zelle® work?
When you enroll with Zelle® through your online banking Bill Pay account, or mobile banking app, your name, the name of your financial institution, and the email address or U.S. mobile number you enrolled is shared with Zelle® (no sensitive account details are shared – those stay with your financial institution).

When someone sends money to your enrolled email address or U.S. mobile number, Zelle® looks up the email address or mobile number in its "directory" and notifies your financial institution of the incoming payment. Your financial institution then directs the payment into your bank account, all while keeping your sensitive account details private.

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?
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 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 contact Customer Support.

Scheduled and recurring payments are not sent with Zelle®. You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

How long does it take to receive money with Zelle®?
Money sent with Zelle® is typically available to an enrolled recipient within minutes¹.

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, typically within minutes¹.

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? Please contact Customer Support.

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 our mobile 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 UBT 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.

What if I get an error message when I try to enroll in Zelle® with an email address or U.S. mobile number?
Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call the Customer Support Team at 833.323.1454 and ask them to move your email address or U.S. mobile phone number to UBT so you can use it for Zelle®.

How do I use a Zelle® QR code? 
Zelle® QR code provides peace of mind knowing you can send money to the right person, without typing an email address or mobile number. 

To locate your Zelle® QR code, log into the [FI App Name], 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, just share your Zelle® QR code. 

To send money, log into the [FI App Name], 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.

Once customer support moves your email address or U.S. mobile phone number, it will be connected to your UBT bank account so you can start sending and receiving money with Zelle® through the UBTgo mobile banking app and online banking.