Send and Receive Money with

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 minutes¹. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank².

• 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 bank 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.

• What does the purple "Z" on my contacts mean?

  Knowing your friends, family and those you trust are enrolled with Zelle^® is simple, we’ve tagged your contacts that are already using Zelle^® with a purple "Z". Don’t see the purple "Z" on a contact? Not a problem! You can still send them money with Zelle^®.
  
  What are my options if I don't want others to see the purple "Z" and know that I'm using Zelle^®?
  
  At present, the only option is to unenroll from Zelle^®. We don't want to see you leave, but if you've made that decision, here is how you can unenroll:
  
  If you're enrolled with your debit card through the Zelle^® app you can use the unenroll option in the Zelle^® app. Or you can contact our customer support team to unenroll. You can reach our customer support team toll-free at 844-428-8542.
  
  If you are using Zelle^® through your mobile banking app, please contact your bank or credit union to unenroll with Zelle^®.
  
  

• How do I use Zelle^®?

  You can send, request, or receive money with Zelle^®.
  
  

  • To get started, log into Banesco USA’s online banking or mobile app (BanescOnline or BanescoMobile), navigate to "Transfer & Pay" Menu and select "Zelle^®". Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, and you're ready to start sending and receiving with Zelle^®.
    
  • To send money using Zelle^®, simply add a trusted recipient's email address or U.S. mobile phone number, enter 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^®.

• 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 be sent directly into your bank account and will be available 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 Banesco USA.
  • Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification - you should enroll with Zelle^® using that email address or U.S. mobile number where you received the notification to ensure you receive your money.

• What types of payments can I make with Zelle^®?

  Zelle^® is a great way to send money to family, friends, 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 friends, family and others you trust.
  
  Neither Banesco USA 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 do I get started?

  It's easy — Zelle^® is already available within Banesco USA’s mobile banking app and online banking (BanescOnline and BanescoMobile) within the Transfer & Pay Menu! Check our app or sign-in online and follow a few simple steps to enroll with Zelle^® today.

• What if I want to send money to someone whose financial institution doesn't offer Zelle^®?

  You can find a full list of participating banks and credit unions live with Zelle^® here.
  
  If your recipient's financial institution isn't on the list, don't worry! The list of participating financial institutions is always growing, and 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.

• How does Zelle^® work?

  When you enroll with Zelle^® through Banesco USA’s online banking (BanescOnline) via the Transfers & Pay Menu, or the mobile banking app (BanescoMobile), your name, the name of your bank, and the email address or U.S. mobile number you enrolled is shared with Zelle^® (no sensitive account details are shared – those stay with Banesco USA).
  
  When someone sends money to your enrolled email address or U.S. mobile number, Zelle^® looks up the email address or mobile number in its "directory" and notifies Banesco USA of the incoming payment. Banesco USA then directs the payment into your bank account, all while keeping your sensitive account details private.

• Can I use Zelle^® internationally?

  In order to use Zelle^®, the sender and recipient's bank accounts must be based in the U.S.

• 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 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, please call Banesco USA’s Client Care Center at 1-888-228-1597 so we can help you.
  
  Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or mobile number) are made available by Banesco USA but are a separate service from Zelle^® and can take 1 – 3 business days to process.
  
  You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

• 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 be available in 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 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.
  
  Still having trouble? Please contact Banesco USA’s Client Care Center at 1-888-228-1597.

• Will the person I send money to be notified?

  Yes! They will receive a notification via email or text message.

• Is my information secure?

  Keeping your money and information safe is a top priority for Banesco USA When you use Zelle^® within our mobile app (BanescoMobile) or online banking (BanescOnline), your information is protected with the same technology we use to keep your bank account safe.

• 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 Banesco USA 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.

• 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 Banesco USA’s Client Care Center at 1-888-228-1597 and ask them to move your email address or U.S. mobile phone number to Banesco USA so you can use it for Zelle^®.
  
  Once Banesco USA’s Customer Call Center support moves your email address or U.S. mobile phone number, it will be connected to your Banesco USA account so you can start sending and receiving money with Zelle^® through the Banesco USA mobile banking app and online banking. Please call Banesco USA’s Client Care Center at 1-888-228-1597 for help.

• Why is the issuance of 1099K Forms Not Applicable to the Zelle Network^®?

  Section 6050W of the Internal Revenue Code imposes an obligation on certain payment settlement entitles to file form 1099K information returns for reportable payment transactions. The recently enacted American Rescue Plan changed threshold transactions amounts for issuing forms 1099K, prompting questions from including transactions with small businesses. In response, Zelle^® is reaffirming that it does not issue forms to Zelle^® users.
  
  The law requiring the issuance of forms 1099K applies to third party payment networks that handle the settlement of funds. The Zelle Network^® is not subject to this law because it facilitates messaging between financial institutions but does not hold accounts or handle settlement of funds. The American Rescue Plan changes the thresholds for reporting starting in tax year 2022 and does not change who is subject to the law.