Zelle FAQ

Zelle® is a fast, safe and easy way for Digital Banking for business customers to send, request and receive money directly between eligible bank accounts in the US. If your customers use Zelle® within their online banking app, they can send payments directly to your First Citizens bank account with just your email address or US mobile number. With Zelle®, enrolled customers typically receive payments within minutes.

To send or receive money with a small business, both parties must be enrolled with Zelle® directly through their financial institutions online or mobile banking experience.

Businesses with an active First Citizens checking or savings account that have enrolled in Digital Banking are eligible to use Zelle®.

You can send, request or receive money with Zelle®. To get started, log in to the First Citizens digital banking or mobile app and select Send Money with Zelle®. Enter your email address or US mobile number, receive a one-time verification code, enter it, accept terms and conditions, and you're ready to start sending and receiving with Zelle®.

When you use Zelle® in Digital Banking for business, you can send money to other businesses with an eligible account at a financial institution that offers Zelle® to businesses. You can also send money to consumers that have access to Zelle® through their online banking app. At this time, we don't support sending to or receiving from consumers who are only enrolled in the Zelle® app.

If the business or consumer you send money to has already enrolled with Zelle® through their bank's online banking app, the money is sent directly to their bank account and can't be canceled. It's important to only send money to people you trust, and always ensure you've used the correct email address or US mobile number when sending money.

You can receive payments from consumers using Zelle® through their bank's online banking app. You can also receive payments from other businesses if their financial institution offers Zelle® to businesses. At this time, you're not able to receive payments from consumers who are only enrolled in the Zelle® app.

Once you're enrolled with Zelle® for your business, the money you receive is typically available within minutes.

First, you should enroll your email address or US mobile number with Zelle® through Digital Banking and associate it with your business banking account. Second, share your enrolled email address or US mobile number with your customers and ask them to send you payments with Zelle® directly from their online banking app.

You don't need to share any sensitive account details. They can send you money by using your enrolled email address or US mobile number to identify you. After your customer sends you a payment with Zelle®, you'll receive the transferred funds directly into your enrolled bank account.

You can request payments directly through your mobile banking app by clicking Send Money with Zelle®, selecting Request, entering your customer's email address or US mobile number, confirming that the recipient and their contact information are correct and clicking Request. If the customer is using Zelle® through their bank's mobile app, they'll be able to pay you with Zelle®. You'll receive a payment notification once the customer has sent you money in response to your request. If the customer is enrolled in the Zelle® app, they won't be able to send you money with Zelle®, and you should arrange for a different payment method.

There are a few ways you can encourage your customers to pay you with Zelle®.

• Tell customers verbally that you accept payments with Zelle® and that they can easily send you money right from their online banking app.
• Include it on an invoice. We recommend adding I accept payments with Zelle® or Pay me with Zelle®.
• Use Zelle® to request money from your customers, which will send them a notification telling them you've requested payment with Zelle®.
• Add pre-approved Zelle® content to your business website.

Note that you'll only be able to receive payments from consumers using Zelle® through their financial institutions' mobile banking app. You won't be able to receive payments from consumers who are only enrolled in the Zelle® app.

To request money with Zelle®, select Send Money with Zelle® in your mobile banking app, choose Request, select the individual from whom you'd like to request money, enter the amount you'd like to request, include an optional note, review and hit Request. Payment requests to persons not already enrolled with Zelle® must be sent to an email address.

You can send, request or receive money with Zelle®. To get started, log in to Digital Banking and select Send Money with Zelle®.

To enroll a business bank account with Zelle®, you must use a different US mobile number or email address than the one you used to enroll your personal bank account with Zelle®. For example, crystal@email.com would be connected to your personal checking account, and 555-555-1234 would be connected to your business bank account.

No. Zelle® doesn't integrate directly with accounting software at this time. However, because Zelle® is connected to your bank account, you can view all Zelle® transactions in your online banking transaction records. If your bank account transactions feed into accounting software, you'll also be able to see Zelle® transactions.

Whether you use Zelle® with a business or consumer account, Zelle® uses the same network to initiate payments to businesses and consumers. Consumers who are already enrolled with Zelle® through their mobile banking app don't need to do anything different to send money to a business. They can use the existing Zelle® experience they already know and trust within their bank's mobile app. However, the experience is slightly different for businesses because they currently can't send payments to or receive payments from consumers who are only enrolled in the Zelle® app.

No. Neither First Citizens Bank nor Zelle® offers a protection program for any authorized payments made with Zelle®—for example, if you don't receive the item you paid for or if the item isn't as described or as you expected.

Yes. Businesses are charged $2 per transaction received. Please review our Digital Banking fee schedule for more information.

You can only cancel a payment if the business or consumer 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 select Cancel This Payment.

If you send money to a business or consumer that has already enrolled with Zelle® through their bank or credit union's mobile app, the money is sent directly to their bank account and can't 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 US mobile number when sending money.

If you try to send money to a consumer who's enrolled in the Zelle® app, the payment won't go through and a message will pop up to let you know the payment can't be completed. With business accounts, Zelle® doesn't currently support sending money to users enrolled in the Zelle® app.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you're still having trouble, call our customer support team at 877-206-3818 or get in touch through our support page.

Yes. For your security, we limit the amount of money that can be sent from your accounts to others but not the amount you can receive. Business users with Manager User Access will have a limit of $1,500 per day and $5,000 per rolling 30-day period.

ACH and wire transfer services are available to business customers. However, you must enroll in advance for access to ACH or wire transfer services via Digital Banking. See our Digital Banking fee schedule for more information.

For assistance or answers to your Zelle® questions, call Business Customer Support at 866-322-4249 from 8 am to 9 pm ET Monday through Friday and from 8 am to 8 pm ET Saturday and Sunday.