Frequently Asked Questions

1. 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 minutes. With just an email address or U.S. mobile phone number, you can send money to family and friends, regardless of where they bank.2

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

You can send money to friends, family and others you trust. 2 Note that the recipients must have a Zelle account.

Since money is sent directly from your bank account to theirs within minutes, it's important to only send money to people you trust. Always make sure you've entered the correct email address or U.S. mobile number before hitting Send.

3. How do I use Zelle?

You can send, receive or request money with Zelle.

To get started, log in to the Natbank mobile app or online banking platform, navigate to Bill pay and select Send money with Zelle® . Once you accept the terms and conditions and enter your email address or U.S. mobile phone number, you will receive a one-time verification code. Enter it and you're ready to start sending and receiving money 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 message. Review the information, then hit Send. In most cases, the money is available to your recipient in minutes.3

To request money using Zelle, click Request, then select the individual from whom you'd like to request money. Enter the amount you'd like to request, include an optional message, review the information, then and click Request.

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 through Zelle.

4. Someone sent me money with Zelle. How do I accept it?

If you have already enrolled with Zelle, you do not need to take any further action. The money will be deposited directly into your bank account and will be available typically within minutes.3

If you have not yet enrolled with Zelle, follow these simple steps:

  1. Click the link provided in the payment notification you received via email or text.
  2. Select Natbank.
  3. 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 the same email address or U.S. mobile number where you received the notification to ensure you receive your money.

5.What types of payments can I make with Zelle?

Zelle is a great way to send money to family, friends and acquaintances.2

Since money is sent directly from your bank account to theirs within minutes, Zelle should only be used to send money to friends, family and others you trust.

Neither Natbank nor Zelle offer 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.

6. How do I get started?

It's easy – Zelle is already available within Natbank's mobile app and online banking platform within the Bill payment feature. Check our app or log in to your Natbank online banking platform and follow a few simple steps to enroll with Zelle today.

7. 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 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 app for Android or 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.

8. How does Zelle work?

When you enroll with Zelle through the Natbank mobile app or online banking platform, you then use the Bill payment feature to send money to a friend, family member or acquaintance. Your name, the name of your financial institution and the email address or U.S. mobile number with which you enrolled is shared with Zelle (no sensitive account details are shared).

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 Natbank of the incoming payment. Natbank then directs the payment into your bank account, all while keeping your sensitive account details private.

9. Can I use Zelle internationally?

To use Zelle, the sender's and recipient's bank accounts must be based in the U.S.

10. Can I cancel a payment?

You can only cancel a payment if the person to whom you sent money hasn't yet enrolled with Zelle. To check whether the payment is still pending because the recipient hasn't yet enrolled, visit your activity page, select the payment you want to cancel and then click 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 our customer service team at 954‑922‑9992 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 Natbank but are a separate service from Zelle and can take 1 to 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.

11. How long does it take to receive money with Zelle?

Money sent with Zelle is typically available to an enrolled recipient within minutes.3

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 directly in your recipient's account, typically within minutes.3

If your payment is pending, we recommend confirming that the person to whom you sent money 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. If you haven't received a payment notification, we recommend following up with the sender to confirm that they entered the correct email address or U.S. mobile phone number.

Still having trouble? Please contact our customer service team at 954‑922‑9992.

12. Will the person to whom I send money be notified?

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

13. Is my information secure?

Keeping your money and information safe is a top priority for Natbank. When you use Zelle within our mobile app or online banking platform, your information is protected with the same technology we use to keep your bank accounts safe.

14. 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). Neither Natbank 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.

15. 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 service team at 954‑922‑9992 and ask them to move your email address or U.S. mobile phone number to your current financial institution so you can use it for Zelle.

Once customer service moves your email address or U.S. mobile phone number, it will be connected to your bank account so you can start sending and receiving money with Zelle through your Natbank mobile app or online banking platform. Don’t hesitate to contact our customer service team at 954‑922‑9992 for more help.

Legal notes

Data charges may apply. Check with your mobile phone carrier for details. App store is a service mark of Apple Inc. Apple and the Apple logo are trademarks of Apple Inc, registered in the U.S. and other countries. Android, Google Play, and the Google Play logo are trademarks of Google Inc.

1 Mobile network carrier fees may apply.

2 Must have a bank account in the U.S. to use Zelle.

3 Transactions typically occur in minutes when the recipient's email address or U.S. mobile number is already enrolled with Zelle.

4 To send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle.

Copyright © 2021 Natbank. All rights reserved. Terms and conditions apply. Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

Natbank
4031 Oakwood Boulevard
Hollywood, FL 33020