1. What is Zelle®?

Zelle is a fast, safe and easy way to send money directly between almost any bank or credit union account in the U.S., typically within minutes. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank¹.

2. Are all members eligible to send funds with Zelle?

Zelle is available to all members who have a consumer account.  Business accounts and trust accounts are not eligible for Zelle.

3. How do I use Zelle®?

You can send, request, or receive money with Zelle. To get started, log into Online Banking or the 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 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, 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 phone number.
 
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. If you have already enrolled with Zelle, you do not need to take any further action. The money will be sent directly into your Premier America account, typically within minutes¹.

4. How do I get started?

It's easy - Zelle is already available within the Premier America Mobile App and Online Banking! Check our app or sign-in to Online Banking, from the left menu, select Move Money < Send Money with Zelle® and follow a few simple steps to enroll with Zelle today.

5. I am already using the standalone Zelle app and previously enrolled my Premier America debit card. Do I need to register again in Premier America Online Banking or the Mobile App?

Yes, you will need to register your checking or savings account along with your email or mobile phone number. The standalone Zelle app is used when your financial institution does not offer Zelle. Now that Premier America offers Zelle, you should use our Online Banking or the Mobile App to send and receive funds with Zelle. In fact, on November 22, 2021, Zelle will be migrating all Premier America members that are still using the Zelle standalone app to Premier America Online Banking/Mobile App. On November 22, 2021, you will no longer be able to use the Zelle standalone app with your Premier America debit card to send money.

6. 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 that offers the service. If you are already enrolled with another institution you are able to transfer that token (email or U.S. mobile phone) to Premier America. PLEASE NOTE: transferring the token (email or U.S. mobile phone) to Premier America will deregister your email or mobile phone number with the Zelle enrollment you previously set up with another bank or credit union.

7. What if my preferred email address or U.S. mobile number is not presented as an option for enrollment? 

If your preferred email address or mobile phone number is not listed as an available option to enroll in Zelle, you may update your preferred number and/or email directly in Online Banking. To do so, under the ‘Settings’ menu, select ‘Change of Address’, and enter the phone number you’d like to enroll in Zelle in the ‘Mobile Phone Number’ field and/or enter the email address you’d like to enroll in Zelle in the ‘Email Address’ field.






Once updated, you should be able to enroll in Zelle with the preferred phone number/email you entered. For questions, please contact Online Support 800-772-4000, option 5.
 

8. How does Zelle® work? 

When you enroll with Zelle through the Premier America Mobile App, your name, the name of your bank/credit union, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Premier America). 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 Premier America of the incoming payment. Premier America then directs the payment into your Premier America account, all while keeping your sensitive account details private.

9. Is my information secure?

Keeping your money and information safe is a top priority. When you use Zelle within our Mobile App or Online Banking, your information is protected with the same technology we use to keep your Premier America account safe. To further protect yourself against fraud, please do not provide your Zelle access information to others. Premier America will never request that you provide your Online Banking or Zelle credentials for verification. You will never be contacted by Premier America requesting that you provide this information.

10. Who can I send money to with Zelle®?

You can send money to friends, family and others you trust¹ even if they have a different bank or credit union.
 
Since money is sent directly from your Premier America 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.

11. 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.
 
These types of transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither Premier America 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.

12. 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 neighbor¹.
 
Since money is sent directly from your Premier America 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 Premier America 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.

13. Can I pay a small business with Zelle®?
Some small businesses are able to receive payments with Zelle. Ask your favorite small business if they accept payments with Zelle. If they do, you can pay them directly from your Premier America mobile app using just their email address or U.S. mobile number.
 
Neither Premier America nor Zelle offers a protection program for any authorized payments made with Zelle, so you should only send money to people (and small businesses) you trust. Also, always ensure you’ve used the correct email address or U.S. mobile number when sending money.

14. Can I use Zelle® with a checking account from another country?
No, to use Zelle, both the sender and recipient’s bank or credit union accounts must be based in the U.S.

15. Can I use Zelle® if I live or am outside the U.S.?
Yes, if the checking account, mobile number and valid tax ID used are all U.S. based.

16. 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 Online Banking Support at 800-772-4000, option 5, 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 Online Banking Support at 800-772-4000, option 5 so we can help you.

17. Are there any fees to send money using Zelle®?
Premier America does not charge any fees¹ to use Zelle with your personal checking account.

18. Are there any limits for sending and receiving money with Zelle®?
Yes, there are limits for sending and receiving money with Zelle. When sending money to someone for the first time, we recommend initially sending a smaller amount and confirming the funds are received before sending larger amounts. To determine Premier America send limits, please call our Online Banking Support at 800-772-4000, option 5.
 
There are no limits to the amount of money you can receive with Zelle. However, remember that the person sending you money will most likely have limits set by their own financial institution on the amount of money they can send you.

19. What if I send money to someone whose bank or credit union 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® Debit or Debit Mastercard® 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.

20. Will the person I send money to be notified?
Yes! They will receive an email or text message notification via the email or U.S. mobile number they used to enroll with Zelle.

21. 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 Premier America account, typically within minutes¹.
 
If you have not yet enrolled with Zelle, follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.
2. Select Premier America
3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile phone number where you received the payment notification - you should enroll with Zelle using that email address or U.S. mobile number to ensure you receive your money.

22. How long does it take to receive money with Zelle®?
Money sent with Zelle is typically available to an enrolled recipient within minutes.
 
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 sent directly to your recipient’s account, typically within minutes.
 
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.

23. In Zelle®, how do I confirm what account I sent money from?
In Zelle, you can tap on ‘Activity’ (this appears below Send Money and Request Money options) to pull up a list of your transactions. Tap on a ‘Payment Delivered’ transaction. The ‘Sent To’ number will represent your account from which the funds were sent.



 
Still have questions? Please contact Online Banking Support at 800-772-4000, option 5, Monday – Tuesday from 8 a.m. to 5 p.m., Wednesday from 9 a.m. to 5 p.m., Thursday from 8 a.m. to 5 p.m., Friday from 8 a.m. to 6 p.m., or Saturday from 8 a.m. to 1 p.m., PT, for assistance.


¹ U.S. checking or savings account required to use Zelle. Transactions between enrolled users typically occur in minutes and generally do not incur transaction fees.
² In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number 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.