Frequently asked questions
What is Zelle®?
Zelle® is a fast, convenient and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes2. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank1.
Who can I send money to with Zelle®?
You can send money to friends, family and others you trust1. Since money is sent directly from your bank account to another person’s bank account within minutes2, 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 phone number.
How do I use Zelle®?
You can send, request, or receive money with Zelle®. To get started, log into your mobile banking app and select Send Money with Zelle®. Following the prompts, enter the information requested, accept the terms and conditions, and you’re ready to start sending and receiving with Zelle®.
To send money, 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 minutes.2
To request money, choose Request, select the individual 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 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 move directly into your bank account, typically within minutes.2
If you have not yet enrolled with Zelle®, follow these steps:
- Click on the link provided in the payment notification you received via email or text message.
- Select Advantis Credit Union.
- Follow the instructions provided on the page to enroll and receive your money. Pay attention to the email address or U.S. mobile phone number where you received the payment notification. You should enroll with Zelle® using that email address or U.S. mobile phone number to ensure you receive your money.
What types of payments can I make with Zelle®?
Zelle® is a great way to send money to friends, family and people you are familiar with such as your family, babysitter, or neighbor1. Since money is sent directly from your bank account to another person’s bank account within minutes2, Zelle® should only be used to send money to people you trust.
Are there any costs associated with using Zelle®?
Advantis does not charge any fees to use Zelle®. Your mobile carrier's messaging and data rates may apply. Inquire with your wireless provider for more information.
What if I want to send money to someone whose bank or credit union doesn’t offer Zelle®?
You can find a full list of participating banks and credit unions live with Zelle® here.
Can I use Zelle® internationally?
In order to use Zelle®, the sender and recipient’s bank accounts must be based in the U.S.
Is it safe to send money using my mobile phone?
When used with the Advantis Mobile app, you get all the same security standards you've come to expect from us, while allowing you to realize the convenience of sending money from your phone.
Can I pay a small business with Zelle®?
Some small businesses are able to receive payments with Zelle®. Ask your favorite small business if they accept payments with Zelle®. If they do, you can pay them directly from your mobile banking app using just their email address or U.S. mobile number.
Will the person I send money to be notified?
Yes, they will receive a notification via email or text message.
Can I cancel a payment?
You can only cancel a payment if the recipient hasn’t yet enrolled with Zelle®. If the payment is still pending, go to your activity page, select the payment, and hit Cancel This Payment.
If your recipient has already enrolled with Zelle®, the money is sent directly to your recipient’s bank account and cannot be canceled. If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back.
I already enrolled with Zelle® using my email address or U.S. mobile phone number at a different financial institution. How can I use Zelle® with my Advantis account?
Register with Zelle® through the Advantis Mobile app. When you re-enroll with your email address or U.S. mobile number, you’ll be prompted to transfer your mobile number to Advantis.
I’m unsure about using Zelle® to pay someone I don’t know. What should I do?
Zelle® is for payments to people you know and trust. If you don’t know the person, or aren’t sure you’ll get what you paid for (items from an online bidding or sales site, for example), you should not use Zelle®.
These transactions are potentially high risk—similar to sending cash to a stranger. Neither Advantis 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 long does it take to receive money with Zelle®?
Money sent or requested with Zelle® is typically available to an enrolled recipient within minutes.2
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 move directly to your recipient’s account. Again, this typically occurs within minutes.2
If your payment is pending, we recommend confirming that the person you sent money to or requested money from has enrolled with Zelle® and that you entered the correct email address or U.S. mobile number associated with their preferred bank account.
If you’re waiting to receive money, we recommend confirming that the sender has enrolled with Zelle® and entered the right email address or U.S. mobile number.
I sent money to the wrong person. How do I get it back?
If you used Zelle® to send money to the wrong person, we recommend you contact the recipient directly and request that the money be returned.
What if I don’t receive the items I bought?
You should not use Zelle® to purchase things from people you don’t know and trust.
There is no dispute process or purchase protection if you fail to receive goods you were promised, and you’d have to handle the matter directly with the recipient.
However, if you notice other errors or unauthorized charges, please contact us as soon as possible.
Need Help?
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This is how money moves®
