Zelle FAQs - First Horizon Bank

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 currently live in more than 2,400 Financial Institutions, so you can send money to friends and family even if they don’t bank at First Horizon.¹

When you enroll with Zelle^® through First Horizon’s online banking or mobile banking app, your name, the name of your bank, and the email address or U.S. mobile number you enrolled are shared with the Zelle^® network (no sensitive account information or details are shared – those stay with First Horizon). 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 First Horizon of the incoming payment. First Horizon then directs the payment into your bank account, all while keeping your sensitive account numbers private.

You can send, request, split, or receive money with Zelle^®. To get started, log in to First Horizon’s online banking or mobile banking app, click on "Payments," and select Zelle^®. Then, select "Get Started" to review and accept the Zelle^® Payment Service Agreement. Select your email address or U.S. phone number on your profile. If the email address or U.S. phone number has not been verified through online and mobile banking before, you will be required to receive and enter a one-time verification code. Next, select which bank account you would like to use with Zelle^®. You are now ready to start sending and receiving money through Zelle^®.

To send money using Zelle^®, simply enter the U.S. mobile phone number, email address, or Zelle^® tag and name of the recipient. Then, 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,” enter their enrolled email address, U.S. mobile number or Zelle^® tag, confirm the recipient is correct and tap “Request.”

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 have already enrolled with Zelle^®, you do not need to take any further action. The money will be sent directly into your First Horizon account, typically within minutes.

If someone sent you money with Zelle^® and you have not yet enrolled with Zelle^®, follow these steps:

Click on the link provided in the payment notification you received via email or text message.
Select First Horizon.
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 neighbor¹.

Since money is sent directly from your First Horizon account to another person’s bank account within minutes¹, 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 should not use Zelle^®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk).

The amount of money you can send, as well as the frequency, is set by each participating financial institution. Your send limits can be viewed within the First Horizon online or mobile banking app.

At First Horizon, there are no limits to the amount of money you can receive with Zelle^®. However, remember that the person sending you money will most likely have limits set by their own financial institution on the amount of money they can send you.

No, Zelle^® payments cannot be reversed.

You can only cancel a payment if the small 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 then select “Cancel This Payment.” If you do not see this option available, please contact our First Horizon Client Services at 800-382-5465 for assistance with canceling the pending payment.

If you send money to a small business or consumer that 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 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 First Horizon Client Services at 800-382-5465 to determine what options are available.

If you don’t know the person or small business and you 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^®.

These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither Zelle^® nor First Horizon 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.

As of March 31, 2025, all users must be enrolled through one of the more than 2,400 banks and credit unions that offer Zelle^® in order to send and receive money. The list of participating financial institutions is always growing. You can find the updated list of participating banks and credit unions live with Zelle^®at Zelle.com. If their bank or credit union is not listed, we recommend you use another payment method at this time.

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 move directly to 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 First Horizon Client Services at 800-382-5465.

A 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 in to the First Horizon mobile banking app, click on "Payments" and select Zelle^®. Next, 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 in to the First Horizon mobile banking app, click on "Payments" and select 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.

What is Zelle®?

How does Zelle® work?

How do I use Zelle®?

Is my information secure?

Who can I send money to with Zelle®?

Are there any fees to send money using Zelle®?

Are there any limits for sending and receiving money with Zelle®?

Can I use Zelle® internationally?

Can I pay a small business with Zelle®?

Does First Horizon or Zelle® offer purchase protection?

Can I reverse or cancel a payment?

I'm unsure about using Zelle® to pay someone I don't know. What should I do?

I believe I’ve been a victim of a scam. Who should I contact?

What if I want to send money to someone whose bank or credit union doesn’t offer Zelle®?

How long does it take to receive money with Zelle®?

How do I use a Zelle® QR code?

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