Zelle® Frequently Asked Questions | BECU (2024)

Zelle is aperson to person mobile payment platform that allows you to send money to others you trust using their email address or U.S. mobile phone number.

Top Questions

General Information about Zelle®

Who can I send money to?

Is it secure?

How do I get started?

How does Zelle work?

What happened to Popmoney?

Where do I find the Terms and Conditions for Zelle?

Sending and Receiving Money

How do I send money to someone?

When does the money come out of my account?

When will the payment I sent arrive?

How does the receiving person get their money?

Can I cancel a payment?

How do I edit a scheduled or recurring transaction?

How much can I send?

How will the person I send money to be notified?

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

Can I use Zelle internationally?

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

How do I receive money?

Troubleshooting

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

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

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

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

How do I stop receiving text messages from Zelle?

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

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

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

How do I update my contacts' information?

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

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

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 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. 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, and click Continue.
8. Enter the verification code sent to you and selectVerify.
9. On the Choose Primary Account page, select 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.

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.

Back to General Information About Zelle

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.

What happened to Popmoney?

Zelle replaced Popmoney.

Where do I find the Terms and Conditions for Zelle?

See General Terms for BECU Funds Transfer Service (.pdf).

Back to General Information About Zelle

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.

Back to Sending and Receiving Money

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.

Back to Sending and Receiving Money

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 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 Zelleto 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.

Back to Sending and Receiving Money

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.

Back to Sending and Receiving Money

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.

Back to Troubleshooting

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.

Back to Troubleshooting

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 767666with 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.

Back to Troubleshooting

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.

Back to Troubleshooting

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.

Back to Troubleshooting

U.S. checking or savings account required to use Zelle®. Transactions between enrolled consumers typically occur in minutes and generally do not incur transaction fees.