Zelle FAQs

You may have sent money to an email address or U.S. mobile number not enrolled with Zelle^®. 

We may need additional information to send a payment, or the email address, U.S. mobile number, or bank account you sent money to may have a suspension or hold.

If you have questions or need to remove a hold, give us a call at 1-877-247-2559. We’re here 24/7.

Give us a call at 1-877-247-2559. We’ll help you figure out what’s wrong.

There are a few reasons why your recipient might not have received your payment:

• First, find out if your recipient received a notification. If they haven't, you should make sure you sent money to the correct email address or U.S. mobile number. If you didn’t, you can cancel the payment, and set it up again with the correct information.
• If your recipient isn't enrolled with Zelle^®, they should follow the instructions in the notification to enroll. Money moves as soon as the person enrolls.
  

If a payment you’re expecting isn't in Activity, then it may have been sent to a different email address, mobile number, or may be registered at another institution. Check with your sender or go to Send Money with Zelle®, and select Settings to update your contact information.

You can only send money to known and trusted recipients such as friends and family with bank accounts in the U.S.

Once you log in to online banking, choose Payments, and then select Send Money with Zelle®. On the Enter Amount screen, select Change, and then choose Frequency to set up your recurring payment.

Keep in mind, recurring payments are sent with Standard delivery (1-3 business days). Money scheduled to be sent on a holiday or a weekend will be sent the prior business day.

Yes. We work hard to keep your personal information safe and secure. Visit the Ally Security Center to learn more about how we protect you when you bank with us online or on your mobile device.

No. We don’t charge you to use Zelle^®.

Your mobile carrier's messaging and data rates may apply.

Log in to your Ally Bank account and select Zelle® from the Payments menu. Then choose the primary account you’d like to use. Once you verify that your profile information is correct, you can start using Zelle.

Note: If you've already enrolled with your email address or mobile number at another bank that offers Zelle, and you want to receive your funds in your Ally Bank account, you can make that change either in online banking or in the mobile app.

Online: Go to Payments, select Zelle®, and then choose Activity. From there you can transfer your mobile number or email address to Ally Bank.

Mobile app: Go to Zelle®, and choose Settings, then select Zelle Settings to transfer your mobile number or email address to Ally Bank.

You can use your Ally Bank Spending, Savings or Money Market Accounts with Zelle^®. Keep in mind, sending money to other people will count toward your monthly savings or money market account transaction limits.

How to send money. All you need is the recipient's email address or mobile phone number:

• Select Zelle® from the Payments menu, and then choose Send
• Choose a recipient or select Add Contact to add a new recipient
• Enter the amount you’d like to send
• Once you’ve reviewed your information, select Send Now

Recipients will receive notifications when they receive a payment, but it’s always a good idea to let them know that you're sending money.

How to request money. You can request money from a person using their email address or mobile number:

• Select Zelle® from the Payments menu, and then choose Request
• Enter the amount you'd like to request
• Once you've reviewed your information, select Request

You'll be notified when the money you've requested has been sent.

How to split expenses. You can split a bill with up to five people using their email address or mobile number:

• Select Zelle® from the Payments menu, and then choose Split
• Enter the total amount you'd like to split
• Once you've reviewed your information, choose Split

You'll be notified when the money you've requested from each person has been sent.

How to receive money. Money sent to the email or phone number you've registered at Ally Bank will usually arrive in minutes and be deposited automatically. We'll notify you when the money you’ve requested from the person has been sent.

Once enrolled, Zelle^® users typically receive their money within minutes. Keep in mind that you’ll need an eligible U.S. checking or savings account to use Zelle^®.

Zelle^® is a convenient way to send and receive money with friends, family and others you trust through your bank or credit union’s mobile app or online banking. All you need is your recipient’s email address or U.S. mobile number, and money will be available to use in minutes if they’re already enrolled with Zelle^®. Your account information and activity stay private. Zelle^® is available in over 2,200 bank and credit union apps, so you can send money to friends and family even if they don’t bank with us.

Zelle^® and the Zelle^® related marks are wholly owned by Early Warning Services, LLC and are used herein under license. To send or receive money with Zelle^®, both parties must have an eligible checking or savings account. Transactions between enrolled users typically occur in minutes.

If your Zelle payment qualifies for our fastest delivery speed and your recipient is already registered with Zelle, it will be completed within minutes. These transactions cannot be canceled. Zelle payments that are delivered using 1- or 3-business day delivery may be canceled if that option is available in Activity or the recipient hasn't yet registered with Zelle.

No. At this time you'll only receive email alerts for:

• Bill Pay
• Zelle® payments
• Ally eCheck Deposit℠
• Transfers to or from other institutions

We'll also notify you by email when you add your Ally Bank Debit MasterCard® to Apple Pay® or open a new account with us.

Neither Ally nor Zelle^® offers purchase protection for 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. Only send money to people and small businesses you trust and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

Zelle^® is a great way to send money to family, friends and people you’re familiar with such as your personal trainer, babysitter, or neighbor.

Since money is sent directly from your Ally Bank account to another person’s enrolled bank account within minutes, Zelle^® should only be used to send money to friends, family and others you trust. 

If you don’t know the person or aren’t sure you’ll get what you paid for (for example, items bought from an online bidding or sales site), you shouldn’t use Zelle^®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk).

To send or receive money with Zelle^®, both parties must have an eligible checking or savings account. Transactions between enrolled users typically occur in minutes.

In order to use Zelle^®, the sender and recipient’s bank or credit union accounts must be based in the U.S.

Zelle® QR code provides peace of mind knowing you can send and receive money to the right person, without typing an email address or U.S. mobile number.

To locate your Zelle® QR code, log into our app, select Menu, then choose Zelle®, then select Profile and your QR code will be displayed.  From here you can view your QR code and use the print or share icons to text, email or print your Zelle® QR code. 

To receive money, share your Zelle® QR code.

To send money, choose Send, then choose Scan a Zelle® QR Code. Once you allow access to your camera, simply point your camera at the recipient’s Zelle® QR Code, enter the amount, hit Send and the money is on the way! When sending money to someone new, it’s always important to confirm the recipient is correct by reviewing the displayed name before sending money. 

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

You can send, request, or receive money with Zelle^®. To get started, log in on our app or at ally.com and go to Zelle^®. 

To send money using Zelle^®, choose Send, select one of your recipients or add another, add the amount you’d like to send and an optional note, then review and choose Send. The recipient will receive an email or text message notification via the method they used to enroll with Zelle^®. Money is available to your recipient in minutes if they are already enrolled with Zelle®. 

To request money using Zelle^®, choose Request, select the individual from whom you’d like to request money, enter the amount you’d like, include an optional note, review and hit Request. If the person you’re requesting money from isn’t yet enrolled with Zelle^®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their U.S. mobile number. 

To receive money, just share your enrolled email address or U.S. mobile number with a friend and ask them to send you money with Zelle^®. If you’ve already enrolled with Zelle^®, you don’t need to take any further action. The money will be sent directly into your Ally account, typically within minutes.

If someone sent you money with Zelle^® and you haven’t yet enrolled with Zelle^®, follow these steps:

 

• Select the link provided in the payment notification you received via email or text message.
• Select Ally.
• Follow the instructions 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 to ensure you receive your money.