Zelle® : FAQs

 

Contact Us

If your answer's not here, we're here to help. Please visit the "Contact Us" page for a complete list of contact information.

 

Show All | Hide All

FAQs

1. What is Zelle?

Zelle is a fast and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes.[cite::195::cite] 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 bank.[cite::193::cite] Ask your recipient to enroll with Zelle before you send them money – this will help them get your payment more quickly.

2. Who can I send money to with Zelle?

You can send money to friends, family and people you know.[cite::194::cite] We recommend you ask people to enroll with Zelle before you send them money – this will help them get your payment more quickly.

 

Since money is sent directly from your bank account to another person’s bank account within minutes,[cite::195::cite] 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. Zelle should not be used to send money to people you don’t know or to purchase goods.

3. How do I use Zelle?

You can send, request, or receive money with Zelle. To get started, log into online or mobile banking and select “Send Money with Zelle®.” Enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you’re finished.

 

To send money using Zelle, simply select someone from your Zelle 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 memo, review, then hit “Send.” In most cases, the money is available to your recipient in minutes.[cite::195::cite]

 

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”.


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.

4. How do I receive money with Zelle?

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 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 Nevada State Bank.
  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 in Zelle with that email address or U.S. mobile number to ensure you receive your money. 
5. 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.[cite::195::cite]

 

Since money is sent directly from your bank account to another person’s bank account within minutes, [cite::193::cite] Zelle should not be used to send money to people you don’t know or trust.

 

Zelle should not be used for the purchase of goods. Neither Zelle nor Nevada State Bank offer a protection program if you do not receive what you paid for, or the item you receive is not as described or as you expected.

6. Are there any fees to send money using Zelle?

Nevada State Bank does not charge any fees to use Zelle. Mobile carrier fees may apply. 

7. How do I get started?

It’s easy — Zelle is already available within Nevada State Bank's online banking and mobile banking app. Download our  mobile banking app or sign in to online banking and follow a few simple steps to enroll with Zelle today: 

 

  1. Log in to Online or Mobile Banking.
  2. Navigate to the Payments tab in Online Banking, or tap on "+" in  Mobile Banking, and select Send Money.
  3. Follow the on-screen instructions to enroll.
  4. That's it! You're all set to send and request money.

 

We recommend you enroll before someone sends you money – this will help you get your first payment faster.

 

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

 

If your recipient’s bank isn’t on the list, don’t worry! Zelle's network 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.

8. How does Zelle work?

When you enroll with Zelle through Nevada State Bank's online banking or mobile banking app, the name of your bank and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Nevada State Bank). 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 Nevada State Bank of the incoming payment. Nevada State Bank then directs the payment into your bank account, all while keeping your sensitive account details private.

9. Can I use Zelle internationally?

In order to use Zelle, the sender and recipient’s bank accounts must be based in the U.S.

10. 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 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, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call us at 800.727.4743 so we can help you.

11. How long does it take to receive money with Zelle?

Money sent with Zelle is typically available to an enrolled person within minutes.[cite::195::cite] Ask your friends and family to enroll with Zelle before you send them money – this will help them get your payment more quickly.

 

If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, it may take between 1 and 3 business days for your recipient to receive their first payment. This is a security feature of Zelle designed to protect you when you’re sending or receiving money with Zelle. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes.[cite::195::cite]

 

If it has been more than three days, 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 give the Nevada State Bank customer support team a call toll-free at 800.727.4743 Monday through Saturday (closed Sunday), from 7:00am to 7:00pm (Pacific Time).

12. Will the person I send money to be notified?

Yes, they will receive a notification via email or text message.

13. 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 website), you should not use Zelle for these types of transactions.

 

These transactions are potentially high risk. Neither Zelle nor Nevada State Bank offer a protection program for any purchase or sale conducted using Zelle.

NEED ADDITIONAL HELP?

For general customer service inquiries about Nevada State Bank products, please call us toll-free at 800.727.4743 Monday through Saturday (closed Sunday) from 7:00 a.m. to 7:00 p.m. (Pacific Time).

 

Disclosures