Zelle FAQs

Get answers to common questions about sending and receiving money with Zelle®.

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Zelle FAQs

Find answers to common questions about sending and receiving money with Zelle®.

Zelle® is a fast, safe and easy way to send money directly between almost any personal bank accounts in the U.S., typically within minutes. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank.

Zelle® is currently only available for personal accounts and digital banking profiles. Not available for Small Business Digital Banking.

You can send, request, or receive money with Zelle®. To get started, log in to Personal Digital or Mobile Banking and select "Send Money with Zelle®." Then, select Get Started to review and accept the Zelle® Terms of Service. 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 Digital and Mobile Banking before, you will be required to receive and enter a one-time verification code. Next, select which 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 or email address and name of the recipient. Then, add 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^**.

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."

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®.

Zelle® is currently only available for personal accounts and digital banking profiles. Not available for Small Business Digital Banking.

Read more in our helpful guide here.

If you have already enrolled with Zelle®, you do not need to take any 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:

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

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

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.

When you enroll with Zelle® through First Horizon Bank's Personal Digital and Mobile Banking, your name, the name of your bank, and the email address or U.S. mobile number you enrolled are shared with Zelle® (no sensitive account details are shared – those stay with First Horizon 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 First Horizon Bank of the incoming payment. First Horizon Bank 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^**.

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 give First Horizon Bank Customer Service a call toll-free at 800-382-5465.

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 Zelle® nor First Horizon Bank 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^*.

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

Zelle® is currently only available for personal accounts and digital banking profiles. Not available for Small Business Digital Banking.

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 personal 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 Zelle® nor First Horizon Bank 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 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, 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 and cannot cancel the payment, we recommend contacting the recipient directly and requesting the money back. If you aren't able to get your money back from the recipient, please call us toll-free at 800-382-5465 and in some, but not all, cases, we may be able to help you get your money back.

Your email address or U.S. mobile phone number may already be enrolled with Zelle® at another bank or credit union. Call Customer Service and ask them to move your email address or U.S. mobile phone number to First Horizon Bank so you can use it for Zelle®.

Once customer support moves your email address or U.S. mobile phone number, it will be connected to your First Horizon Bank account so you can start sending and receiving money with Zelle® through First Horizon Bank's Digital and Mobile Banking. Please call First Horizon Bank Customer Service toll-free at 800-382-5465 for help.

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* Must have a bank account in the U.S. to use Zelle®.

** Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle®.

*** In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must be already enrolled with Zelle®.

**** Mobile carrier fees may apply.

Zelle® and the Zelle® related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

Zelle FAQs

Zelle FAQs

What is Zelle®?

How do I use Zelle®?

Someone sent me money with Zelle®. How do I receive it?

What if I want to send money to someone whose bank doesn't offer Zelle®?

Are there any fees to send money using Zelle®?

How do I get started?

How does Zelle® work?

Can I use Zelle® internationally?

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

Is my information secure?

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

Who can I send money to with Zelle?

What types of payments can I make with Zelle®?

Can I cancel a payment?

Will the person I send money to be notified?

What if I get an error message when I try to enroll an email address or U.S. mobile number?

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Zelle FAQs

What is Zelle®?

How do I use Zelle®?

Someone sent me money with Zelle®. How do I receive it?

What if I want to send money to someone whose bank doesn't offer Zelle®?

Are there any fees to send money using Zelle®?

How do I get started?

How does Zelle® work?

Can I use Zelle® internationally?

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

Is my information secure?

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

Who can I send money to with Zelle?

What types of payments can I make with Zelle®?

Can I cancel a payment?

Will the person I send money to be notified?

What if I get an error message when I try to enroll an email address or U.S. mobile number?