1.What isZelle®?
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 trust, regardless of where they bank2.
2.Who can I send money to withZelle?
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.
3.How do I useZelle?
You can send, request, or receive money withZelle.To get started, log intoFidelity Bank’smobile app and select “Send Money withZelle®”.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 ready to start sending and receiving withZelle.
To send money usingZelle, 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 to your recipient in minutes1.
To request money usingZelle, 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.
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 withZelle.
4.Someone sent me money withZelle, how do I receive it?
If you have already enrolled withZelle, 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 withZelle, follow these steps:
- Click on the link provided in the payment notification you received via email or text message.
- SelectFidelity Bank.
- 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 withZelle using that email address or U.S. mobile number to ensure you receive your money.
5.What types of payments can I make withZelle?
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.Once you send money with Zelle, you do not have the ability to cancel the payment if the recipient is already enrolled.
Neither Fidelity Bank norZelleoffers a protection program for any authorized payments made withZelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.Zelle does not have the same protections as your debit card transactions, such as the ability to dispute purchase transactions.
6.Are there any fees to send money usingZelle?
Fidelity Bank does not charge any fees to useZelle4.
7.How do I get started?
It’s easy —Zelle is already available withinFidelity Bank’s mobile banking app! Check our app or sign-in online and follow a few simple steps to enroll withZelle today.
8.What if I want to send money to someone whose bank doesn’t offerZelle?
You can find a full list of participating banks and credit unions live withZelle here.
If your recipient’s bank isn’t on the list, don’t worry! The list of participating financial institutions is always growing, and your recipient can still useZelle by downloading theZelle app for Android and iOS.
To enroll with theZelle app, your recipient will enter their basic contact information, an email address and U.S. mobile number, and a Visa® orMastercard® 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.
9.How doesZelle work?
When you enroll withZelle through theFidelity Bank app, your name, the name of your bank, and the email address or U.S. mobile number you enrolled is shared withZelle (no sensitive account details are shared – those stay withFidelity 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 notifiesFidelity Bank of the incoming payment.Fidelity Bankthen directs the payment into your bank account, all while keeping your sensitive account details private.
10.Can I useZelle internationally?
In order to useZelle, the sender and recipient’s bank accounts must be based in the U.S.
11.Can I cancel a payment?
If your recipient has not yet enrolled withZelle, the payment will remain pending and the money will not move from your account. If the recipient does not enroll within 14 days, the payment will expire, and the transaction will need to be made again.
If the person you sent money to has already enrolled withZelle, 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 call us at1.800.658.1637so we can help you.
12.How long does it take to receive money withZelle?
Money sent withZelle is typically available to an enrolled recipient within minutes1.
If you send money to someone who isn’t enrolled withZelle, 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 withZelle 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 theFidelity Bank customer support team a call toll-free at1.800.658.1637or get in touch through our support page.
13.Will the person I send money to be notified?
Yes! They will receive a notification via email or text message.
14.Is my information secure?
Keeping your money and information safe is a top priority forFidelity Bank. When you useZelle withinour mobile app, your information is protected with the same technology we use to keep your bank account safe.
15.I’m unsure about usingZelle 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 useZelle 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 Fidelity Bank norZelleoffers a protection program for any authorized payments made withZelle – for example, if you do not receive the item you paid for or the item is not as described or as you expected.Users are protected should an unauthorized transaction initiate from your mobile banking login. Zelle does not have the same protections as your debit card transaction, such as the ability to dispute purchase transactions. Due to this difference, we recommend you only send money to known and trusted recipients when using Zelle.
16.What if I get an error message when I try to enroll an email address or U.S. mobile number?
Your email address or U.S. mobile phone number may already be enrolled withZelle at anotherbank or credit union. Call our customer support team and ask them to move your email address or U.S. mobile phone number toFidelity Bank so you can use it forZelle.
Once customer support moves your email address or U.S. mobile phone number, it will be connected to yourFidelity Bank account so you can start sending and receiving money withZelle through theFidelity Bank mobile banking app. Please call Fidelity Bank customer support toll-free at1.800.658.1637for help.
1Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled withZelle.
2Must have a bank account in the U.S. to useZelle.
3In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already enrolled withZelle.
4Mobile carrier fees may apply.
Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.
