Introducing Zelle — a fast, safe and easy way to send money in minutes1 to friends, family and others you trust2, right from the Citizens Bank mobile app. Zelle makes it easy to send money to, or receive money from, people you trust with a bank account in the U.S. Find Zelle in your Citizens Bank app.
Send money directly from your account to theirs — typically in minutes.1
Send or receive money right from your Citizens Bank app.
Send money to almost anyone you know and trust2 using just an email address or U.S. mobile phone number.
Enroll today and send money to friends and family:
1. What is Zelle?
Zelle is a fast, safe and easy way to send money directly between accounts at almost any bank or credit union 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 their financial institution2.
2. Who can I send money to with Zelle?
You can send money to friends, family and others you trust2.
Since money is sent directly from your account to another person’s bank or credit union 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 phone number.
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 using Zelle, 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 using Zelle, 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.
4. 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 Citizens Bank account, typically within minutes1.
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 Citizens Bank.
- 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.
5. 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 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 people you trust.
Neither Citizens Bank, 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.
6. How do I get started?
It’s easy — Zelle is already available within the Citizens Bank mobile banking app! Check your app or sign-in online and follow a few simple steps to enroll with Zelle today.
7. What if I want to send money to someone whose bank or credit union doesn’t offer Zelle?
If your recipient’s bank or credit union isn’t on the list, don’t worry! The list of participating financial institutions is always growing> If the recipient's bank or credit union isn't participating yet, 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 the Citizens Bank app, your name, your financial institution’s name, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Citizens Bank). When someone sends money to your enrolled email address or U.S. mobile phone number, Zelle looks up the email address or mobile number in its “directory” and notifies Citizens Bank of the incoming payment. Citizens 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's and recipient’s bank or credit union 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 or credit union 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, call our customer support team at 262-363-6500 team 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 recipient within minutes1.
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, typically within minutes1.
If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the right 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 call the Citizens Bank customer support team at 262-363-6500 for assistance.
12. Will the person I send money to be notified?
Yes! They will receive a notification via email or text message.
13. Is my information secure?
Keeping your money and information safe is a top priority for Citizens Bank. When you use Zelle within the Citizens Bank mobile app, your information is protected with the same technology we use to keep your bank account safe.
14. 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 site), you should not use Zelle 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 Citizens Bank 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.
15. 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 with Zelle at another bank or credit union. Call our customer support team at 262-363-6500 and ask us to move your email address or U.S. mobile phone number from the financial institution where you initially enrolled to your desired bank account so you can use it for Zelle.
Once customer support moves your email address or U.S. mobile phone number, it will be connected to your Citizens Bank account so you can start sending and receiving money with Zelle.
16. 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.
Neither Citizens Bank, nor Zelle, offers a protection program for any authorized payments made with Zelle, so you should only send money to people (and small businesses) you trust. Also, always ensure you’ve used the correct email address or U.S. mobile number when sending money.
17. Does Zelle report how much money I receive to the IRS?
Zelle does not report transactions made on the Zelle Network® to the IRS. The law requiring certain payment networks to provide forms 1099K for information reporting does not apply to the Zelle Network®.
You can read more about this topic on the Zelle FAQ page. These FAQ are for informational purposes and only relate to the Zelle Network®. Zelle does not provide tax advice. If you have any tax questions about your individual situation, please consult a tax or legal professional.
1 Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle.
2 Must have a bank account in the U.S. to use Zelle.
3 In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle.
Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.