Zelle® Frequently Asked Questions
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 know and trust, regardless of where they bank2. Ask your recipient to enroll with Zelle before you send them money – this will help them get your payment more quickly.
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.
How do I use Zelle?
You can send, request, or receive money with Zelle. To get started, log into Umpqua Bank’s online banking or mobile app and select “Send Money with Zelle®”. Enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, accept 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 memo, 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(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.”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 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 Umpqua Bank
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 with that email address or U.S. mobile 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 family, friends, and people you are familiar with such as your babysitter or neighbor2.
Since money is sent directly from your bank account to another person’s bank account within minutes1, Zelle should not be used to send money to people you don’t know or trust.
Neither Zelle nor Umpqua Bank offers a protection program for any authorized payment made with Zelle - for example, if you do not receive what you paid for or the item you receive is not as described or as you expected.
Are there any fees to send money using Zelle?
Umpqua Bank does not charge any fees to use Zelle4.
How do I get started?
It’s easy — Zelle is already available within Umpqua Bank’s mobile banking app and online banking! Check our app or sign-in online and follow a few simple steps to enroll with Zelle today. We recommend you enroll before someone sends you money – this will help you get your first payment faster.
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! The list of participating financial institutions is always growing, and your recipient can still use Zelle by downloading the Zelle app for Android or Apple.
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 the Umpqua Bank app or online banking, 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 Umpqua Bank). 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 Umpqua Bank of the incoming payment. Umpqua Bank 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?
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.
If your recipient has not yet enrolled with Zelle, the payment will remain pending and will not be sent. If the recipient does not enroll within 14 days, the payment will expire.
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 contact your Go-To financial expert or call us at (866) 486-7782 so we can help you.
How long does it take to receive money with Zelle?
Money sent with Zelle is typically available to an enrolled person within minutes1. Ask your friends and family to enroll with Zelle before you send them money – this will help them get your payment more quickly.
If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. Once they enroll with Zelle, your recipient will be able to receive future payments faster, typically within minutes1.
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 your Go-To financial expert or call us at (866) 486-7782.
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 Umpqua Bank. When you use Zelle within our mobile app or online banking, 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 on-line 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 Zelle nor Umpqua Bank offers a protection program for any authorized payments made with Zelle.
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. Follow the instructions on the page to move your email address or U.S. mobile phone number to Umpqua Bank so you can use it for Zelle.
Once your email address or U.S. mobile phone number are moved, it will be connected to your Umpqua Bank account so you can start sending and receiving money with Zelle. Please contact your Go-To financial expert or call us at (866) 486-7782 for help.
What account can be used to send and receive money with Zelle within Umpqua Personal Online/Mobile Banking?
You can send and receive money with Zelle within online/mobile banking, using an Umpqua Personal Checking account.