Zelle® Frequently Asked Questions

You can only cancel 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 cancel and then select "Cancel This 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 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. If you aren't able to get your money back, please call our member service team at so we can help you.

Scheduled or recurring payments sent directly to your recipient's account number (instead of an email address or mobile number) are made available by but are a separate service from Zelle^® and can take one to three business days to process.

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

You can send, request or receive money with Zelle^®.

To get started, log in to CME CU's online banking or mobile app, navigate to Bill Pay and select "Send Money With Zelle^®." Accept terms and conditions, enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it and you're ready to start sending and receiving 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 and an optional note, review, then hit "Send." In most cases, the money is available to your recipient in minutes. ³

To request money using Zelle^®, 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." ⁴

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^®.

When you enroll with Zelle^® through your online banking Bill Pay account or mobile banking app, your name, the name of your financial institution and the email address or U.S. mobile number you enrolled is shared with Zelle^® (no sensitive account details are shared – those stay with ).

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

Money sent with Zelle^® is typically available to an enrolled recipient within minutes. ³

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 directly in your recipient's account, typically within minutes. ³

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 our member support team at .

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 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.

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 minutes. ³

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 .
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.

Your email address or U.S. mobile phone number may already be enrolled with Zelle^® at another bank or credit union. Call our member support team at and ask them to move your email address or U.S. mobile phone number to your financial institution so you can use it for Zelle^®.

Once member support moves your email address or U.S. mobile phone number, it will be connected to your bank account so you can start sending and receiving money with Zelle^® through your banking app and online banking. Please call our member support team at for help.

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.

Zelle^® is a great way to send money to family, friends and people you are familiar with such as your personal trainer, babysitter or neighbor.²

Since money is sent directly from your bank account to another person's bank account within minutes, ³ Zelle^® should only be used to send money to friends, family and others you trust.

Neither 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.

You can send money to friends, family and others you trust. ²

Since money is sent directly from your bank account to another person's bank account within minutes, ³ 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.