Zelle® FAQ

You can use Zelle® with multiple banks, but you'll need to use a different email address or U.S. mobile number for each Zelle® enrollment.

You can also transfer your Zelle® enrollment from a different bank to First Citizens bank:

• Open Zelle® in First Citizens Digital Banking
• Add your email address or U.S. mobile number and Submit
• Follow the prompts to transfer your Zelle® from another bank
• You will receive an email confirming the transfer.

 For additional help, you can call the First Citizens support team at 877-206-3818.

Make sure you are using a U.S. mobile number or email address that belongs to you.  You can't enroll in Zelle® using landlines, international numbers, toll-free numbers or VoiP numbers, including Google Voice.

Also confirm that no one else is already registered with Zelle® using your U.S. mobile number or email address.  If they are, you need to:

• Go to your First Citizens Digital Banking 
• Select Profile and Preferences > Profile & Contact Info
• Update your U.S. mobile number or email address to a unique one 
• Enroll again in Zelle®

 For additional help, you can call the First Citizens support team at 877-206-3818.

You can send up to $1,000 within a 24-hour period and up to $3,500 within a 30-day period.

How the Limits Work:

• A 24-hour period means your sending limit resets based on the last 24 hours, not at a fixed time like midnight. For example, if you send $1,000 at 3:00 PM today, you won't be able to send more until 3:01 PM the next day.
• A 30-day period works the same way but over a longer timeframe. Instead of resetting on the first of each month, your limit is based on the total amount sent over the past 30 days. If you've reached the $3,500 limit, you'll need to wait until earlier transactions fall outside the rolling 30-day window before sending more.

Limits may vary and are subject to change.

We do not limit how much money you can receive with Zelle®. However, the sender may be subject to limits on how much they can send you, based on the policies of their financial institution.

Money sent with Zelle® is typically received in minutes when both parties are enrolled.* Select transactions may take up to 3 business days.

For details:

• Open Zelle® in First Citizens Digital Banking
• Go to Activity
• Select the payment to find out more

If the payment is Pending, confirm that the recipient has enrolled with Zelle® and that you entered the correct email or U.S. mobile number.

For additional help, you can call the First Citizens support team at 877-206-3818.

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

Both the sender's and recipient's bank accounts and phone number must be based in the U.S. to use Zelle®.

If you're a U.S. customer traveling internationally, you can send Zelle® if: 

• You're already enrolled in Zelle® with a U.S. mobile number or email address that belongs to you

AND

• You're able to get a security code on your U.S. mobile number while located internationally

If you're unable to see Zelle® in Digital Banking, you'll need to update your digital profile and login preferences to include a U.S. mobile number. 

• Go to First Citizens Digital Banking 
• Select Profile and Preferences > Profile & Contact Info and update your mobile number to a U.S. mobile number 
• Select Profile and Preferences > Log in Preferences > Secure Delivery and update your mobile number to a U.S. mobile number 
• Select Send Money with Zelle® again to use it

For additional help, you can call the First Citizens support team at 877-206-3818.

You can send, request or receive money with Zelle®. To get started, log into First Citizens Digital Banking and select Send Money with Zelle®. Enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you're ready to start sending and receiving with Zelle®.

To send money using Zelle®, simply select someone from your mobile device's contacts (or add a trusted recipient's email address or U.S. mobile phone number), add the amount you'd like to send and an optional note, review, then hit 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 are requesting money from is not 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 phone number with a friend and ask them to send you money with Zelle®. If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your First Citizens Bank account, typically within minutes.

If someone sent you money with Zelle® and 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 First Citizens 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 to ensure you receive your money.

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.

Since money is sent directly from your First Citizens Bank account to another person's 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 will 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).

If you've already enrolled with Zelle®, you don't need to take further action. The money will move directly into your bank account, typically within minutes.

If you have not yet enrolled with Zelle®, follow these steps:

1. Select the link provided in the payment notification you received through email or text message.
2. Select First Citizens Bank.
3. Follow the instructions provided on the page to enroll and receive your Zelle® 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.

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

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 move directly to your recipient's account, typically within minutes.

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 call the First Citizens Bank customer support team at 877-206-3818 or get in touch through our support page.

No, First Citizens does not charge any fees to use Zelle® in Digital Banking. Your mobile carrier's messaging and data rates may apply.

The 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 Digital Banking, then select Send Money with Zelle®. Go to your Zelle® settings and click Zelle® QR code and your QR code will be displayed under My Code. 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, log into the Digital Banking app, click Send Money with Zelle®, click Send, then click on the QR code icon displayed at the top of the Select Recipient screen. 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 secure is a top priority for First Citizens Bank. When you use Zelle® within First Citizens Digital Banking, your information is protected with the same technology we use to keep your First Citizens Bank account safe.

Neither First Citizens Bank nor Zelle® offers purchase protection for payments made with Zelle®—for example, if you do not receive the item you paid for, or the item isn't 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.

Please contact our customer support team at 877-206-3818. Qualifying imposter scams may be eligible for reimbursement.

No, Zelle® payments cannot be reversed.

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 you do not see this option available, please contact our customer support team at 877-206-3818 for assistance with canceling the pending payment.

If the person you sent money to has already enrolled with Zelle® through their bank or credit union's mobile app or online banking, 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, please immediately call our customer support team at 877-206-3818 to determine what options are available.

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.

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

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 the item isn't as described or as you expected.

You can find a full list of participating banks and credit unions live with Zelle®.

If your recipient's bank 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.

Yes. They will receive a notification through email or text message.