Zelle® FAQ

Zelle® FAQ

 

What is Zelle?

Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes.1 With just an email address or U.S. mobile phone number,2 you can send money to people you trust, regardless of where they bank.3

How do I use Zelle?

You can send, request or receive money with Zelle, all within your City National Mobile app.4 To get started, log in to the City National Mobile app, go to the "Move Money ($)" menu and select the “Zelle®” icon. Enroll the email address or U.S. mobile phone number you want associated with your City National personal checking account, receive and enter a one-time verification code, accept terms and conditions, and you’re ready to start sending and receiving money with City National Mobile and Zelle.

Which City National accounts can I use with Zelle?

Zelle is available for use with your City National personal (consumer) checking accounts, as long as you have a valid U.S. social security number and valid U.S. address. Other City National personal and business deposit accounts and credit cards cannot be used with Zelle.

Who can I send money to with Zelle?

Zelle is a great way to send money to family, friends and people you trust such as your personal trainer, babysitter or a neighbor.3

Since money is sent directly from your City National personal checking 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.

Neither Zelle nor City National Bank offers a protection program for any authorized payments made with Zelle, such as if you do not receive an item you paid for with Zelle or the item is not as described or as you expected. For this reason, we strongly recommend that you only use Zelle with people you already know and treat these similarly to cash transactions. Remember, once a payment is sent, it cannot be cancelled.

How do I send money?

To send money using Zelle, choose “Send” from the menu. Simply select the recipient from your mobile device’s contacts or enter 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.1

How do I request money?

To request money using Zelle, choose “Request” from the menu. 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.”5

How do I receive money?

To receive money using Zelle, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle

Are there any fees to send or receive money using Zelle?

No. City National Bank does not charge any fees to send and receive money using Zelle with City National Mobile. Mobile carrier fees may apply.

Are there limits on how much money I can send or receive?

There is no limit on how much money you can receive with Zelle.       

There are limits on the amount of money you can send with Zelle depending on either the length of time you have been a City National client, the length of time you have been enrolled with City National Zelle, or the type of account(s) you are using, which may be subject to change. 

  • For new City National personal (consumer) clients within 90 days of opening an eligible account, and for new City National Zelle enrollments within the first five (5) business days, you may send up to $1,000 per transaction, per day.
  • From your City National checking accounts, you may send up to $2,000 per transaction, per day.
  • From your City National Private Banking and other eligible checking accounts, you may send up to $5,000 per transaction, per day.

Transfer limits apply per-transaction and per-day for your combined eligible accounts and are subject to change. For example, within your first five days of enrolling with City National Zelle, you may send multiple transactions in amounts less than $1,000 in a single day, until you reach the $1,000 daily limit. Or you may send one transaction of $1,000 in a single day.

What if I want to send money to someone whose bank doesn’t offer Zelle?

You can find a full list of participating banks and credit unions live with Zelle here.

If your recipient’s bank isn’t on the list, don’t worry. 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 or 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 credit cards.

Will the person I send money to receive a notification?

Yes. The recipient will receive a notification via email or text message, depending on how they are enrolled.

How long does it take to receive money with Zelle?

Money sent with Zelle is typically available to an enrolled recipient within minutes.1

If you send money to someone who is not 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 minutes.1

If your payment is pending, we recommend confirming that the person you sent money to has enrolled with Zelle 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.

Can I cancel a payment?

If your recipient is enrolled with Zelle, the money is sent directly to their bank account. Remember, once a payment is sent, it cannot be cancelled. 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 your recipient is not enrolled with Zelle, 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 you send money to the wrong person, such as by inputting the wrong email address or U.S. mobile number, we recommend contacting the recipient and requesting the money back. City National Bank is not responsible if you mistakenly send money to an unintended recipient. City National will be responsible only in the event of an unauthorized transaction or Bank or system error.

Is sending money through Zelle secure?

Keeping your money and information safe is a top priority for City National Bank. Since Zelle is accessed through the City National Mobile app, you benefit from the same security standards and protections that you are used to with City National Mobile Banking. Plus, when you send money with Zelle, recipients will not see your account number and you won’t see theirs. 

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. When enrolling with Zelle through City National Mobile, we will automatically confirm if your email address or mobile number is already enrolled with another financial institution, and allow you to transfer it to your City National account, directly in the City National Mobile app.

If you wish to retain your existing Zelle enrollment at another financial institution using your U.S. mobile number, you may enroll with Zelle at City National using your email address. Similarly, if you are enrolled at another institution using your email address, you may enroll with Zelle at City National using your mobile number.

More Questions?

Please call our customer support team at (866) 893-9291 and we will be happy to assist you.

 

  1. Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle
  2. Your mobile device must have the capability to download a mobile app.
  3. Must have a bank account in the U.S. to use Zelle.
  4. The City National Mobile app is a feature of City National Mobile Banking, which requires setup in City National Online.
  5. In order to make a payment request to one or more U.S. mobile numbers, the mobile numbers 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. Early Warning Services, LLC and City National Bank are separate unrelated companies. The use of Zelle through the City National Mobile app is subject to the City National Mobile Banking Service End User Agreement. Please note that the use of Zelle through the Zelle app is subject to different terms and conditions. iPhone, Apple and App Store are registered trademarks of Apple, Inc. Android and Google Play are trademarks of Google LLC.