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 bank³.

Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor¹.

Since money is sent directly from your City National Bank of Florida account to another person’s bank account within minutes¹, Zelle^® should only be used to send money to friends, family and others you trust.

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^®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk).⁴

‍

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

• To get started, log into City National Bank of Florida's online banking or mobile app, navigate to Bill Pay and select "Send Money with 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 select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile number), add the amount you’d like to send and an optional note, review, then hit “Send.” The recipient will receive an email or text message notification via the method they used to enroll with Zelle^®. Money is available to your recipient in minutes if they are already enrolled with Zelle^{® 1}.
• To request money using Zelle^®, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like, include an optional note, review and hit “Request”. If the person you are requesting money from is not yet enrolled with Zelle^®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their mobile number³.
• To receive money, just share your enrolled email address or U.S. mobile number with a friend and ask them to send you money with Zelle^®. If you have already enrolled with Zelle^®, you do not need to take any further action. The money will be sent directly into your City National Bank of Florida account, typically within minutes.

‍

It's easy — Zelle® is already available within City National Bank of Florida's mobile banking app and online banking within Bill Pay! Check our app or sign-in online and follow a few simple steps to enroll with Zelle® today.

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.

‍

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 neighbor³.

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 ^4.

‍

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 bank or credit union 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 your online banking Bill Pay account, or mobile banking app, 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 City National Bank of Florida).

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 of the incoming payment. City National Bank of Florida 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 you do not see this option available, please contact our customer support team at 1-866-262-3729 for assistance with canceling the pending 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, please immediately call our customer support team at 1-866-262-3729 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 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 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 customer services at 1-866-262-3729

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 City National Bank of Florida. 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 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 City National Bank of Florida 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 our customer support team (1-866-262-3729) and ask them to move your email address or U.S. mobile phone number to 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 account so you can start sending and receiving money with Zelle® through the mobile banking app and online banking.

Please call customer support toll-free at 1-866-262-3729 for help.