Zelle® Frequently Asked Questions

General Information About Zelle®

Sending and Receiving Money

Troubleshooting

General Information About Zelle

What is Zelle?

Zelle replaced Popmoney as our partner to send and receive money with people you trust. Zelle is a fast, easy way to send money to and receive money from friends, family and other people you know and trust1, typically within minutes2, using their email address or U.S. mobile phone number.

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What do I need to have in order to use Zelle?

You must have a bank account in the U.S. to use Zelle. You'll also need a valid email address or U.S. mobile phone number.

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Who can I send money to?

Zelle is a great way to send money to family, friends and people you know, like your neighbor, your roommate, or your babysitter1.

It's important to remember that money is sent directly from your BECU account to another person's bank account typically within minutes2, so Zelle shouldn't be used to send money to people you don't know or trust.

Neither BECU nor Zelle offer a protection program for any authorized payments made with Zelle - for example, if you don't receive the item you paid for or the item is not as described or as you expected.

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Is there a fee?

BECU doesn't charge a fee to send or receive money via Zelle, however there may be scenarios where using Zelle may incur charges.

  • If you send a transaction for which you have insufficient funds to cover the transaction, non-sufficient funds (NSF) fees may apply.
  • If you initiate transactions from a savings account, excessive transaction fees could apply.
  • While you may cancel a scheduled transaction at any time before it processes, if you stop a payment in process, you'll be charged a $25 Stop Payment fee.
  • Mobile carrier fees may apply.

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Is it secure?

Yes. When you use Zelle within BECU Online Banking or the BECU mobile app, your information is protected with the same technology we use to keep your accounts safe.

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How do I get started?

It's easy. Zelle is already available within the BECU mobile banking app and Online Banking. Just check the 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.

Follow the steps below to enroll in Zelle from the BECU mobile app:

  1. Tap the mobile banking app to open it on your mobile device home page.
  2. When the login screen opens, enter your username and password and tap Log In.
  3. Tap Payments. The Welcome screen will open.
  4. Tap the links to read the Terms and Conditions and the Notice Regarding Receiving Text Messages.
  5. Tap the check box to select I agree to the Terms and Conditions and Receiving Text Messages.
  6. Tap Get Started.
  7. On the Choose Primary Account screen, tap and select the account you want to send payments from. This is also the account where you'll receive payments.
  8. If you selected a savings or money market account as your Primary Account, read the Legal Notice about Federal Regulation D Limits, and then tap Next.
  9. Next you'll see the Review Information screen with your contact information and the BECU account that's linked to Zelle. You can't edit your email or mobile phone number here (you can do that in Online Banking Settings). If you have more than one eligible account to use with Zelle, you can tap the drop-down menu next to Primary Account and select a different account. If you have only one account available, you only see one.
  10. Tap All Done.
  11. Zelle will open and you can begin using it to send and receive payments.

Follow the steps below to enroll in Zelle from Online Banking:

  1. Log in to Online Banking.
  2. Click Payments on the Welcome screen.
  3. Click Send Money. You can also click Go under Send Money with Zelle.
  4. On the Welcome to Zelle screen, click Get Started.
  5. Read the Terms and Conditions. To accept the Terms and Conditions, click Accept and Continue.
  6. You'll be presented an option to either (1) select an email or mobile number from a list (and click Continue) or (2) enroll a specific email or mobile number.
  7. If you select to enroll a mobile number, read the Notice Regarding Receiving Text Messages. Click Continue.
  8. Enter the verification code sent to you and press Verify.
  9. On the Choose Primary Account page, click the account you would like to use as Primary and click Continue.
  10. Enrollment is complete! From the Congratulations screen you can Send Money, View Activity or Add another email or mobile number.

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How does Zelle work?

When you enroll through BECU Online Banking or the BECU mobile app, we establish a connection between your email address or U.S. mobile phone number and your preferred checking or savings account.

Your name, financial institution name and email address or U.S. mobile phone number you enrolled is shared with Zelle (no sensitive account details are shared - those stay with BECU). When someone sends money to your enrolled email address or U.S mobile number, Zelle looks up the email address or U.S. mobile phone number in its "directory" and notifies BECU of the incoming payment. BECU then directs the payment into your account, all while keeping your sensitive account details private.

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Sending and Receiving Money

How do I send money to someone?

  1. Log in to BECU Online Banking or the mobile app and tap Payments.

  2. The first time you use Zelle:

    1. View and accept terms and conditions.

    2. Accept text messages.

    3. Select the account you want to use for Zelle transactions.

    4. Enter or review your email address or U.S. mobile phone number.

  3. Select Send Money.

  4. Add a contact or select the email or mobile phone number of an existing contact. When adding a contact, enter the name and email or U.S. mobile phone number of the friend or family member you want to send money to. This information will be saved as a contact.

  5. Enter the amount you'd like to send. You have the option to include a note.

  6. Review and tap Send. If your recipient is already enrolled, they'll receive notification of your payment and the money will be available in their account, typically within minutes2. If they are not already enrolled with Zelle, your recipient gets an email or text instructing them to enroll so they can receive the payment.

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Does the person I'm sending money to need to enroll with Zelle?

When you send money to someone, Zelle looks to see if the recipient's mobile phone number or email address is already enrolled with a participating financial institution or with the Zelle mobile app. If the recipient isn't already enrolled, they'll receive a notification to the email or mobile phone number you used to send money to the recipient. A reminder notification will be sent if the recipient doesn't respond to the initial notification.

If you send money to someone using their account number4, the recipient is not required to enroll with Zelle as these transactions follow a different process.

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When does the money come out of my account?

When you send a payment today, your account is debited immediately. If you schedule a transaction to go standard delivery, those payments are debited on the day they are scheduled to process. It's important to make sure that you will have money available to cover the scheduled transaction and that you have sufficient available funds in the account at least one full day before the transfer is scheduled. It's also important that you keep a record of how much money you spend from your account so you know how much money you have available to spend.

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When will the payment I sent arrive?

Money sent with Zelle is typically available to an enrolled person within minutes2. Ask your friends and family to enroll with Zelle before you send them money. This will help them get your payment more quickly.

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How does the receiving person get their money?

If you send money to someone who isn't enrolled with Zelle, they'll receive a notification prompting them to enroll. After enrollment, the money will move directly into your recipient's account, typically within minutes. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes2.

If your payment is still 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 phone number.

Still having trouble? Please call BECU technical support at 800-233-2328, or send us a secure message in Online Banking or the mobile app.

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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. This is why it's important to only send money to people you know and 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 you contact the recipient and request the money be returned. You can only cancel a payment that has been scheduled but not yet processed. To determine if you can cancel a payment, go to your Activity page and look for a "Cancel" button.

You can also stop a payment if the payment has been sent but the person you sent money to hasn't yet enrolled with Zelle. Transactions sent using standard speeds may be stopped if the funds haven't yet been received by the recipient. If you see a red "Stop Payment" button for the payment you want to stop, select Stop Payment. If you stop a payment in process, you'll be charged a $25 Stop Payment fee.

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How do I edit a scheduled or recurring transaction?

You can edit or cancel payments scheduled for a future date. You can't edit or cancel a payment that is in progress. When you set up a recurring transaction, it's important to remember that funds are taken out of your account on the day of the transaction and funds are transferred to your recipient on the next day.

Tip: Set up a recurring transaction for a day earlier than you want the funds to arrive. Your account will be debited on the day of the transaction and the funds will be credited to the receiver the following day.

Follow the steps below to edit a scheduled or recurring transaction:

  1. Tap the mobile banking app to open it on your mobile device home page.
  2. When the login screen opens, enter your username and password and tap Log In.
  3. Tap Payments and a menu opens. From that menu, tap Zelle Activity.
  4. The top of the Activity screen shows any tasks you need to complete, followed by a list of your Pending and Past transactions. In the Pending section, tap the payment you want to edit.
  5. On the Payment Details screen, tap Edit Payment.
  6. To change the account the payment will be withdrawn from, tap the existing account and select another account.
  7. When the account and the amount are both correct, tap Done.
  8. Tap Save.
  9. The updated payment details will display on the Activity screen.

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How much money can I send?

Unless we tell you otherwise in a separate disclosure, depending on the available funds in your account, the limits are as follows:

  • The minimum amount BECU allows you to send with Zelle is $5.
  • The maximum amount we allow you to send with Zelle per day is $2,000.
  • The maximum amount we allow you to send with Zelle in a 30-day period is $7,500.

Transactions sent using standard speeds may take more than one day for the money to reach your recipient. Your daily limit will apply to the actual day the money clears the recipient's bank. If the recipient hasn't enrolled in Zelle yet, the limit will be applied to the day the recipient receives the money.

Check the BECU Funds Transfer Terms and Conditions for additional information on transaction limits.

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How will the person I send money to be notified?

The recipient will be notified via email or text message.

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Can I send money to myself at a different financial institution?

Yes, you can send money to almost anyone with a bank account in the U.S. using an email address or U.S. mobile number. Note that a U.S. mobile phone number or email address can only be enrolled and active with one financial institution at a time.

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Can I use Zelle internationally?

In order to send, receive or request funds, the sender's and recipient's accounts must be based in the U.S.

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Should I use Zelle to pay someone I don't know?

If you don't know the person, or you aren't sure whether you'll get what you paid for (for example, items bought from an online bidding or sales site), you shouldn't use Zelle to make a payment. These transactions are potentially high-risk (just like sending cash to a person you don't know is high-risk). Zelle should only be used to send money to friends, family or others you trust. Neither BECU nor Zelle offer a protection program for any authorized payments made with Zelle - for example, if you don't receive the item you paid for or the item isn't as described or as you expected.

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How do I receive money?

If you've already enrolled with Zelle, no further action is needed. The money will move directly into the account you selected when you enrolled in Zelle, typically within minutes2.

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Troubleshooting

I sent money to the wrong person. How do I get it back?

If you sent money to the wrong person, we recommend you contact the recipient and request the money to be returned.

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How do I verify my mobile phone number or email address to complete my enrollment in Zelle?

For greater security, when you enroll with Zelle you're required to verify you have control over the email address or U.S. mobile phone number you use to send or receive money with Zelle.

Follow the steps below to verify your email address or mobile phone number in Online Banking and the BECU mobile app.

Online Banking:

  1. Verify your email: On the Activity screen, click Verify under Pending Activity. Zelle will send you a one-time code to enter on the website.
  2. Verify your mobile phone number: On the Activity screen, select how you'd like to receive your verification code. Click Text Me to receive a code via text messaging, or click Call Me to receive a code via a phone call. We'll send you a one-time code to enter on the website.

BECU Mobile App:

  1. Verify your email: On the Activity screen, click Verify under Pending Activity. Zelle will send you a one-time code to enter in the mobile app.
  2. Verify your mobile phone number: On the Activity screen, select how you'd like to receive your verification code. Click Text Me to receive a code via text messaging, or click Call Me to receive a code via a phone call. We'll send you a one-time code to enter in the mobile app.

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What should I do if I received a notice that my scheduled payment failed due to non-sufficient funds?

If your scheduled payment failed due to non-sufficient funds (not enough funds in your account), you'll need to contact BECU at 800-233-2328 to reactive your profile. Once reactivated, you'll need to resubmit your transaction.

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There's an old email or phone number in my Zelle profile. Should I verify it?

No. If you verify an invalid email address or phone number (including land lines), you won't receive your verification code and your account could be suspended. (If this happens, please call BECU technical support at 800-233-2328.) You'll need to update your email address or mobile phone number in Online Banking Settings before completing enrollment with Zelle. You can delete the invalid email address or phone number.

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How do I stop receiving text messages from Zelle?

When you enroll with Zelle, you agree to allow text messages to be sent to you about Zelle transactions. You can opt out and stop receiving text messages and still continue to use Zelle. Using your mobile phone text messaging app, send a text to 767666 with the word STOP as the message.

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If I enroll with Zelle in Online Banking, will I automatically be enrolled in the mobile app?

Yes, but you may be asked to accept the terms and conditions again in the mobile app.

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I already enrolled with Zelle with another bank. How do I transfer my email or U.S. mobile phone number to BECU?

You can transfer your email address or U.S. mobile phone number in Zelle. During enrollment, you'll see a prompt notifying you that the email address or mobile phone number is already enrolled at another institution. You'll be asked to confirm that you want to complete the transfer and then to verify your email address or U.S. mobile phone number.

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How do I update my email or mobile phone number in Zelle?

You can select your default email or phone number in Zelle. If your email or mobile phone number changes, you'll need to update in Online Banking Settings.

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How do I update my contacts' information?

You can update your contacts' information in Online Banking, but not while a payment to that contact is pending or in process.

Follow the steps below to update a contact's information:

  1. Log in to Online Banking.

  2. On the Welcome banner, click Payments.

  3. Click Send Money. You can also click Go under Send Money with Zelle.

  4. Click Settings.

  5. Scroll down to the Contacts section.

  6. Click the name of the contact you want to edit. The contact details will display.

  7. To edit one of the name fields, click Edit. Enter the changes and click Save.

  8. To add a second email address, click Email. Enter the email address and click Save.

  9. To change an existing email address, first click Delete, and then click Email. Enter the email address and click Save.

  10. To add a second phone number, click Mobile. Enter the number and click Save.

  11. To change an existing phone number, first click Delete, and then click Mobile. Enter the mobile phone number and click Save.

  12. To add an account number4 for a contact, click Account. Enter the account and routing numbers and click Save.

  13. To change the account number4 for a contact, first click Delete, and then click Add Account. Enter the account and routing numbers and click Save.

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I got an email from Zelle saying money was sent to me. How do I actually receive the money?

If you're already enrolled in Zelle, you don't need to do anything, money will automatically transfer into your account. If you're not yet enrolled, you'll need to enroll with Zelle before you can receive your money. Please see "How do I get started?" above under "General Information About Zelle" for detailed steps to enroll.

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I followed all of the steps to send money but it still didn't work. What now?

If your payment fails, please call BECU technical support at 800-233-2328, or send us a secure message in Online Banking or the mobile app.

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1Must have a bank account in the U.S. to use Zelle.

2To receive money in minutes, the recipient's email address or U.S. mobile number must already be enrolled with Zelle.

3Mobile carrier fees may apply. If you stop a payment in process, you will be charged a $25 Stop Payment fee. Stop payment is only available if recipient transaction is sent using standard speeds.

4Money sent using an account number is sent account-to-account for you by BECU and not sent using Zelle.

Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.