File a Zelle Chargeback Claim Directly to Your Bank!If you want to dispute your charge directly with your bank, you can get in touch with them through your online banking account. In most cases, you can contact them by calling them or sending a letter.
For help with Zelle within your bank or credit union's online or mobile banking service, your bank or credit union will be able to assist you. Still need help? Complete the form and we will respond to you via email within 2 business days. If you need immediate assistance, call us at 1-844-428-8542.
How do I change the account I use to send and receive money?
- Tap the gear icon in the top left corner of your mobile screen.
- Tap Account.
- Tap Switch Accounts.
If you want to create a second account, Zelle allows that. However, you will have to provide another email or phone number for your second account. That's because you can link one Zelle account to one bank account and one phone number or email.
Select Send Money from the top menu bar, then select Send Money with Zelle. Select Enroll to receive and Continue. Update your contact information, then select Continue. Use the Edit option to change your existing contact information.
If your bank or credit union hasn't partnered with Zelle, you must download its standalone app in the Google Play or iTunes store. To enroll using this option, you'll also need to submit your contact information, a U.S. mobile phone number, email address, and your U.S based Visa® or MasterCard® debit card.
Tap the
Zelle icon located at the bottom of the home dashboard.
To change a recipient's information, select the one you'd like to update, then choose Edit.
- Select the minus sign to delete information.
- Choose Add an email and/or Add a phone.
- Enter new information in the email address or mobile phone field.
Initially, you'll use your online banking username and password to link your bank account to the Zelle app. After you're enrolled, you'll use your Zelle password to log into the Zelle app. You can also use Touch ID or Fingerprint to log in if your phone offers that feature.
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 cancel your Zelle service.
Can I Delete My Payment History?
- When you choose the option to Send Money with Zelle, there will also be a Manage Recipients button.
- Tap Manage Recipients.
- Select the name of the recipient you want to delete.
- Tap Edit.
- Tap Delete Recipient and, if necessary, tap again to confirm.
- Save changes.
If amount has been sent to a closed Bank account number, it should have been returned back to the bank account wherefrom it was remitted. In case it has not received back, u may contact the remitted bank alongwith the remittance details.
At times, Zelle may terminate or suspend your account if it: Believes you are using the platform in a way that exposes Zelle or other Network financial institutions to reputational harm, brand damage, or liability.
Response
- In Online Banking for Business, select the Payments & Receivables tab.
- Under “Account Transfer”, select Zelle Manage Recipients.
- Next to the recipient you want to delete, select Delete.
- To confirm your deletion, select Yes Delete.
If you have Zelle with a different bank than Chase or US Bank, the process should be almost identical. With Zelle, you have to have to enroll/link a phone number or email address. Only one phone number or email address can be used per Zelle account.
Open the Zelle app on your smartphone and select Settings in the top left corner of the screen. Select “My Info.” Update any relevant information, including your display name.
SEND AND RECEIVEMONEY WITH ZELLE®
- ACCESS ZELLE® Get started by enrolling your email or U.S. mobile number through your mobile banking app or with the Zelle app.
- Pick a person to pay. Enter the preferred email address or U.S. mobile number of the recipient.
- Choose the amount. Enter the amount to send.
The mobile account will be locked after three (3) unsuccessful attempts. If your account has been locked because of too many password tries, it will automatically be unlocked after 60 minutes.
You can only cancel a payment if the recipient hasn't yet enrolled with Zelle. You can go to your activity page within the Zelle experience, either within your mobile banking app or the Zelle app, 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. If the payment is no longer pending, call/text message/email the person you accidentally sent money to and ask them to send the money back.
The money will move directly into your bank account associated with your profile, typically within minutes1. If you have not yet enrolled your Zelle profile, follow these simple steps: Click on the link provided in the payment notification. Select your bank or credit union.
Zelle offers the ability to transfer funds immediately since it is run through your bank. Venmo, on the other hand is free for standard transactions (that take 1-2 days to process to your bank), but charges a 25-cent fee for instant transfers.
If you send money to someone who isn't enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, it may take between 1 and 3 business days for your recipient to receive their first payment.
If your bank or credit union offers Zelle, please contact them directly to learn more about their sending limits through Zelle. If your bank or credit union does not yet offer Zelle, your weekly send limit is $500. Please note that you cannot request to increase or decrease your send limit.
If the payment status is pending, the recipient may not have enrolled their mobile number or email address to receive the payment. If the payment status is completed, then the money is already available in the recipient's bank account.
For recipients who are not Chase customers, transactions can take one to two business days to process, and they may have a status of “pending” or “processing” during this time. If your transaction has been pending for over three days, it is best to contact Chase Bank directly for assistance.
