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Zelle® FAQs

Frequently Asked Questions

What is Zelle?

Zelle is a fast, safe and easy way to send and receive money with friends and family in minutes, no matter where they bank. All you need is their U.S. mobile number or email address to send money directly to their bank account right from the Bank of America Mobile Banking app or Online Banking – with no fee. Learn more about Zelle

Is my Zelle payment secure?

Bank of America and Zelle are committed to making your payments safe and secure. When you use Zelle, your recipients won’t see your account number, and you won’t see theirs. Also, Zelle transactions are backed by our Online Security Guarantee so you won’t be liable for unauthorized transactions when reported promptly.

How much does it cost to use Zelle?

There’s no fee to send or receive money with Zelle using the Bank of America Mobile Banking app or Online Banking.

Does Zelle offer a protection program?

Neither Bank of America nor Zelle offers a protection program for any authorized payments using Zelle.

Please remember: While Zelle is a great way to send money to family, friends and people that you know and trust (such as your personal trainer, roommate, babysitter or a neighbor), we recommend you do not use Zelle for potentially high-risk transactions (for example, if you don’t know the person) or aren’t absolutely certain you’ll get what you paid for (for example, items bought from an online bidding or sales site).

How do I receive money with Zelle?

To receive money with Zelle, you’ll need to enroll your U.S. mobile number or email address (the sender needs to use the specific email address or mobile number you register). Please note that voice over IP (VOIP), landlines, Google Fi and Google Home voice assistant are not eligible for Zelle enrollment.

Not a Bank of America customer? You can still receive money using Zelle. Visit the Zelle enrollment page layer and follow the instructions.

How do I know money was sent to me?

If you’re enrolled with Zelle: In addition to receiving an email or text from Bank of America alerting you that you’ve received money, you can view incoming and outgoing Zelle payments in your Zelle Activity.

If you're not enrolled with Zelle: You’ll receive an email or text from Zelle with instructions on how to get your money. See how to enroll with Zelle

I never received my authorization code when I enrolled my U.S. mobile number or email address. What should I do?

If you were expecting to receive an authorization code via email, make sure you entered your email address correctly, check your spam folder and make sure you’re not blocking emails from onlinebanking@ealerts.bankofamerica.com.

If you were expecting to receive an authorization code via text, make sure the U.S. mobile number you entered is correct and that the short code 739-81 is enabled by your mobile carrier.

Please note that we will never call you to provide you with (or ask you for) an authorization code by phone. If you received a phone call telling you you’ve received a code, it is very likely a scammer trying to obtain access to your account. Learn more about Online Banking security

How do I send money with Zelle?

To send money using Zelle, select Transfer | Send in the Mobile Banking app or sign in to Online Banking and select Transfer | Send in the navigation menu. If you know that your recipient is enrolled with Zelle, you may want to ask if you should send money to their U.S. mobile number or email address. Once you send money, both you and your recipient will be notified. Send money now.

How do I add a new recipient so I can send them money (or they can send me money)?

Once you send or request money to or from someone new, they’ll be added to your recipient list so you can easily send/receive in the future using the Mobile Banking app or Online Banking.

To add a new recipient using the mobile app: Navigate to Select Recipient and select ADD FROM CONTACTS or enter the recipient’s email address or U.S. mobile phone number in the search bar (once you do, you’ll automatically be taken to the next step).

To add a new recipient using Online Banking: Sign in to Online Banking and select Send Money to Someone from the Transfer | Send menu. Choose Using their U.S. mobile number, or email address then select Add email or mobile recipient next to the To field.

Are there limits on how much money I can send?

For your security, we restrict the number of transactions and the dollar amount you can send to recipients in any 24-hour, 7-day and 30-day period. The limits will vary based on your relationship with the bank. See additional limit details

How quickly does the money get sent using Zelle?

If your recipient is enrolled with Zelle, money is typically available within 5 minutes. If your recipient isn’t enrolled, they will need to enroll to receive their money. Once enrolled, the money moves directly to their account (your recipient has 14 days to enroll to receive their money). Note that once you initiate your transaction, money will be deducted from your available balance and placed on hold until the recipient enrolls. See how to enroll with Zelle

How do I view my Zelle activity?

You can see incoming and outgoing Zelle payments (both pending and completed) on the Zelle Activity page. You can also ask Erica® on our mobile app to view your Zelle activity.

Why is there a hold on my Zelle transaction?

When sending money to a recipient not yet enrolled with Zelle, Bank of America will deduct the funds from your available balance and place a hold on that amount until the recipient enrolls with Zelle and is able to receive your payment. Your recipient has 14 days to enroll with Zelle before the payment is canceled, the hold is removed and the funds are released back into your account.

Can I cancel a Zelle payment once it’s been sent?

You can only cancel pending payments to recipients not yet enrolled with Zelle. You can see incoming and outgoing Zelle payments (both pending and completed) on the Zelle Activity page.

What do I do if my recipient didn’t receive the funds I sent with Zelle?

First, check the status of your payment. You can see incoming and outgoing Zelle payments (both pending and completed) on the Zelle Activity page. You can also ask Erica® on our mobile app to view your Zelle activity.

If the payment status is Pending, make sure the recipient enrolls with Zelle with the email address or U.S. mobile number to which you sent money. Once they enroll, money moves directly to their account.

If the payment status is Paid, verify that the U.S. mobile number or email address you used to send money to your recipient matches the mobile number or email address associated with your recipient’s Zelle profile.

Note: In some cases, payments may also be delayed or blocked for your protection, for example if Zelle or Bank of America suspect that fraudulent activity is taking place. If you still have questions, please contact us.

What happens if the contact information I enter for my recipient is wrong?

If you send money to a U.S. mobile number or email address that differs from the contact information of your intended recipient, check the Pending section of your Zelle activity. If the status of your payment is Pending, you can cancel it. If the payment is displayed in History, please contact us; in some (but not all) cases, we may be able to help you get your money back.

Can I use Zelle at Bank of America if I already use Zelle at another bank?

If your U.S. mobile number or email address is associated with your other bank and you want money sent to you to deposit into your Bank of America account, we can switch it for you in our Mobile Banking app (please note that this functionality is not available in Online Banking). In order to do this, simply follow the Receive money instructions on our Bank of America Zelle page.

If you want to continue receiving money at your other bank, you can use a different U.S. mobile number or email address to enroll with Zelle with Bank of America.

Can I use Zelle with my small business customers?

Sorry, full Zelle functionality is not currently available for small business accounts (we’re working on it!). However, small business accounts are able to receive money using Zelle.

You can enroll your small business account with Zelle by selecting Manage Settings in the Transfer | Send section of the Mobile Banking app or you can enroll your email address or U.S. mobile number in Online Banking.

If you want to use Zelle to send money using just a U.S. mobile number or email address, you’ll need to open a non-small business account (to do this in the app, select Explore Our Products from the MENU).

Is there a difference between what I can do with Zelle in Mobile Banking and Online Banking?

Yes. While you can enroll, send and view your Zelle activity in both Online Banking and the Mobile Banking app, the mobile app also allows you to request money from multiple recipients at once.