Send and receive money with Zelle^®

Frequently Asked Questions

• 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 minutes*. With just an email address or U.S. mobile phone number, you can send 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*. 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 number.
   

• How do I use Zelle®?

  You can send, request, or receive money with Zelle®. 

  1. To get started, log into Digital Banking or your mobile app, navigate to Transfers 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 minutes*.
  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**.
  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 be sent directly into your bank account, and will be available typically within minutes*.

  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 Credit Union of Colorado.
  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 where you received the notification to ensure you receive your money.
• 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 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 friends, family and others you trust. 

  Neither Credit Union of Colorado 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.

• How do I get started with Zelle®?

  It's easy – Zelle® is already available within Digital Banking and your mobile banking app! Check our app or sign-in online and follow a few simple steps to enroll with Zelle® today.

• 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.

• How does Zelle® work?

  When you enroll with Zelle® through Digital Banking, 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 Zelle® payment?

  You can only cancel a payment if the person you sent money to hasn't yet enrolled with Zelle®.

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• 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 available in 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? Please contact our customer service team at 800-444-4816.

• Will the person I send money to through Zelle® be notified?

  Yes! They will receive a notification via email or text message.

• Is my information secure when I use Zelle®?

  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 Credit Union of Colorado 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 an email address or U.S. mobile number to Zelle®?

  Your email address or U.S. mobile phone number may already be enrolled with Zelle® at another bank or credit union. Call our customer support team and ask them to move your email address or U.S. mobile phone number to your financial institution so you can use it for Zelle®. 

  Once customer support moves your email address or U.S. mobile phone number, it will be connected to your bank account so you can start sending and receiving money with Zelle® through your financial institution's mobile banking app and online banking. Please call our customer service team at 800-444-4816.