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Zelle® FAQs

Frequently Asked Questions

General FAQs about Zelle
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What is Zelle?
Zelle is a fast, safe and easy way to send and receive money with friends, family or others in minutes, between domestic bank accounts at U.S. financial institutions. Using just their U.S. mobile number or email address you can send money directly to their bank account right from yours with no fees using the Bank of America Mobile Banking app or Online Banking.

Learn more about Zelle for individuals

Learn more about Zelle for eligible businesses
How much does it cost to use Zelle?
There’s no fee to send or receive money with Zelle using our Mobile Banking app or Online Banking.
Does Bank of America or 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 U.S. mobile number that you enrolled). Please note that only U.S. mobile numbers are eligible. Voice over IP (VOIP), landlines and Google voice numbers are not eligible for Zelle enrollment.

Not a Bank of America customer? You can still receive money using Zelle. Visit the Zelle enrollment page 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 enroll to receive your money.

See how to enroll with Zelle for individuals

See how to enroll with Zelle for eligible businesses
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 and didn’t, make sure you: used a U.S. mobile number, you entered it correctly, and check with your mobile carrier that the short code 739-81 is enabled. Voice over IP (VOIP), landlines and Google voice numbers are not eligible for Zelle enrollment.

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 account security
How do I send money with Zelle?
To send money with Zelle, sign in to the Mobile Banking app or Online Banking and select Transfer | Zelle® in the navigation menu. If you know that your recipient is enrolled with Zelle, you should ask if they want you to 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 so 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 our Mobile Banking app or Online Banking.

To add a new trusted recipient using the mobile app: Navigate to Manage Recipients 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 trusted recipient using Online Banking: Sign in to Online Banking and select Send Money to Someone from the Transfer | Zelle® 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. View Zelle transaction limits
How quickly does the money get sent with Zelle?
If your recipient is enrolled with Zelle, money is typically available within minutes. If your recipient isn’t enrolled, they will need to enroll to receive their money. Once enrolled, the money moves to the recipient’s account and is typically available within minutes. Note that once you initiate your payment, money will be deducted from your available balance and placed on hold until the recipient enrolls. If your recipient does not enroll within 14 days of when the money is sent, the money is released back to your account, and the transaction is cancelled.
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 Banking 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 Banking app to view your Zelle activity.

If the payment status is Pending, make sure the recipient enrolls with Zelle using 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 U.S. mobile number or email address associated with your recipient’s Zelle enrollment.

Note: In some cases, payments may also be delayed 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.
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 another bank and you want money sent to your Bank of America account instead, you can change it 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.

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.
Is there a difference between Zelle in Mobile Banking and Online Banking?
Yes. While you can enroll, send and view your Zelle activity in both Online Banking and our Mobile Banking app, the app allows you to access more advanced features like request money and splitting from multiple recipients at once.
FAQs about Zelle for eligible small business users
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Can I use Zelle with my eligible small business account?
Yes. You can send, request or receive payments between eligible domestic bank accounts at U.S. financial institutions that offer Zelle. To get started, sign in to Online Banking or our Mobile Banking app and select Begin Setup. Enter your email address or U.S. mobile phone number, receive and enter a one-time verification code, accept the terms and conditions and you're ready to start sending and receiving with Zelle for your small business.
I already use Zelle through my personal bank account. How do I enroll to use Zelle with my small business bank account?
To get started, sign in to Online Banking or the Mobile Banking app. To enroll a small business bank account with Zelle, you must use a different U.S. mobile number or email address than the one you used to enroll your personal bank account with Zelle.
Can I use the same U.S. mobile number or email address for both my personal and small business account?
No, the same U.S. mobile number or email address cannot be used for multiple accounts. Payments sent to one number or one email address can only go to one bank account. Use a different U.S. mobile number or email address to enroll a different account.
Are the transaction limits different for small business Zelle users than they are for personal users?
In most cases, yes. 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. View Zelle transaction limits
Who can I send or receive payments to when I have an eligible small business checking or savings account?
You can send or receive payments with other eligible small businesses or consumers when their bank offers Zelle for their account type. The recipient must be enrolled with Zelle with a linked domestic deposit account at a U.S. financial institution.

Small businesses are not able to enroll in the Zelle app with a debit card, and cannot send or receive payments from consumers enrolled in the Zelle app using a debit card.
How do I receive payments in a small business checking or savings account with Zelle?
First, you should enroll your email address or U.S. mobile number with Zelle through the Mobile Banking or Online Banking and associate it with your small business account. Second, share your enrolled email address or U.S. mobile phone number with your customers and ask them to send you payments with Zelle right from their banking app. You don’t need to share any sensitive account details; they can send you payments by using your enrolled email address or U.S. mobile phone number to identify you. After your customer sends you payments with Zelle, you’ll receive them directly into your enrolled bank account and receive a notification.
How do I request payments from clients using Zelle?
You can request payments directly through our app by tapping Transfer | Zelle®, selecting Request, entering your customer’s email address or U.S. mobile number, confirming the recipient is correct, and tapping Request. Note: If your customer is not already enrolled with Zelle, you must send your Request to their email address.

Once your customer is enrolled, they’ll be able to pay you with Zelle. You’ll receive a payment notification once your customer has sent your payment in response to your request.

If your customer is enrolled in the Zelle app with their debit card (not with a linked deposit account), they will not be able to send you payments with Zelle, and you should arrange for a different payment method.
How do I tell my customers that they can pay me with Zelle?
Here are a few ways you can encourage your customers to pay your small business with Zelle:
  • Tell customers verbally that you accept payments with Zelle and that they can easily send you payments right from their banking app or the Zelle app.
  • Add “I accept payments with Zelle®” on your invoice and include the email address and/or U.S. mobile phone number you wish them to use to send their payment.
  • Use Zelle to request payments from your customers (which will send them a notification telling them you’ve requested payment with Zelle)
Please note, you’ll only be able to receive payments from consumers enrolled with Zelle using a linked domestic deposit account at a U.S. financial institution that offers Zelle. You will not be able to receive payments from consumers enrolled with the Zelle app using a debit card.
If I use Zelle for my small business, will Zelle integrate with accounting software?
No, Zelle does not currently integrate directly with accounting software. However, since Zelle is connected to your small business account, you’re able to see all Zelle transactions in your transaction history in Online Banking or the mobile app.
Who should I call if I have questions or need help?
If you have additional questions about using Zelle with your small business account, please contact small business customer service.