Send and Receive
Money with Zelle^®

HOW DO I SEND 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 with an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes¹.

HOW DO I REQUEST MONEY WITH Zelle?

To request money using Zelle, choose "Request," select the individual(s) from whom you'd like to request money, enter the amount you'd like to request, include an optional note, review and hit "Request"³.

HOW DO I RECEIVE MONEY WITH ZELLE?

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

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 bank account and will be available 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 Valley Bank.
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 that email address or U.S. mobile number where you received the notification to ensure you receive your money.

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 live 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 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® 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.

HOW DOES ZELLE WORK?

When you enroll with Zelle through your online banking, or mobile banking app, your name, the name of your bank, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Valley Bank

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

CAN I USE ZELLE INTERNATIONALLY?

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

Can I use ZELLE to transfer with my Valley business account?

No. Only eligible Valley consumer accounts can be used with Zelle.

CAN I STOP OR CANCEL A PAYMENT?

You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

You can only stop 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 stop, and then select "Stop Payment."

Note: If you stop a payment in process, you will be charged a $35 Stop Payment fee to your Valley account. Stop payment is only available if the recipient transaction is sent using non-instant, standard speeds of 1-3 business days.

If the person you sent money to has already enrolled with Zelle, the money is sent directly to their bank account and cannot be stopped. 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.

HOW LONG DOES IT TAKE TO RECEIVE MONEY WITH ZELLE?

Money sent with Zelle is typically available to an enrolled recipient within minutes¹.

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 in your recipient's account, typically within minutes¹.

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.

Still having trouble? Please contact Customer Care at 800-522-4100.

WILL THE PERSON I SEND MONEY TO BE NOTIFIED?

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

IS MY INFORMATION SECURE?

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

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 is high risk). Neither Valley Bank 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.

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. A prompt will appear asking you if you would like to move your email address or U.S. mobile phone number to Valley Bank so you can use it for Zelle.

Once your email address or U.S. mobile phone number is moved, it will be connected to your Valley Bank account so you can start sending and receiving money with Zelle through the Valley Bank mobile banking app and online banking.

WHAT IF I ALREADY USE ZELLE WITH A DIFFERENT BANK?

You can use Zelle at multiple banks, but you must have a different email address or U.S. mobile number linked to each account you enroll with Zelle.

WHY CAN’T I ACCESS ZELLE?

In order to access Zelle with Valley, you must have an eligible consumer checking, savings, or money market account. If you do have an eligible account, there may be an issue with your profile that needs to be corrected. Please contact our Customer Care support team at 800 522 4100, so they may further investigate and assist.