Zelle® FAQs

Zelle® FAQs

What is Zelle®?

Zelle is a new way for our customers to send money directly between almost any bank account in the U.S. typically within minutes*. With just an email address or U.S. mobile phone number, you can now quickly, safely, and easily send money to almost anyone you know and trust with a bank account in the U.S. Ask your recipient to enroll with Zelle before you send them money – this will help them get your payment quicker.

Who can I send money to with Zelle?

You can send money to almost anyone you know and trust with a bank account in the U.S. We recommend that you ask your recipient to enroll with Zelle before you send them money – this will help them get your payment quicker.

How do I use Zelle?

You can send or receive money with Zelle. To get started, log into the PlainsCapital mobile banking app and click “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 finished.

To send money using Zelle, simply select your recipient from your mobile device’s contacts (or add your recipient’s email address or U.S. mobile number), add the amount you’d like to send, review, then hit “confirm.” In most cases, the money is available in minutes*.

Are there any fees to send money or a limit on how much money I can send or receive through Zelle?

There are currently no fees for your use of the Zelle service. You will be able to send $1,000 per transaction and $2,000 per day. If you need to increase your spending limit, please speak to one of our bank officers.

How do I get started with Zelle?

You can send or receive money with Zelle. To get started, log into the PlainsCapital mobile banking app and click “+” and then click on 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 enrolled.

To send money using Zelle, simply select your recipient from your mobile device’s contacts (or add your recipient’s email address or U.S. mobile number), add the amount you’d like to send, review, then click on “confirm.” In most cases, the money is available in minutes*.

Can I use Zelle internationally?

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

Is there a limit on how much money I can send or receive through Zelle?

You will be able to send $1,000 per transaction and $2,000 per day. If you need to increase your spending limit, please speak to one of our bank officers.

Can I cancel a 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 once the payment has been confirmed. 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.

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 sent money to the wrong person, you have the option to contact the recipient to request the money back.

How long does it take to receive money with Zelle?

Money sent with Zelle is typically available to an enrolled person within minutes*. Ask your friends and family to enroll with Zelle before you send them money – this will help them get your payment more quickly.

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. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes*.

If your payment has been pending and has not sent, 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 the PlainsCapital Bank customer support team a call toll-free at 866.762.8392 or get in touch through our Contact Us page.

Will the person I send money to be notified?

Yes! They will receive a notification via email or text message.

Can I use Zelle through the PlainsCapital online banking website?

Zelle is only available through the PlainsCapital mobile banking app at this time. 

Is my information secure?

Keeping your money and information safe is a top priority for PlainsCapital Bank, and when you use Zelle within our mobile app, your information is protected with the same technology we use to keep your bank account safe.

What types of payments can I make with Zelle?

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.  It is not designed for paying bills or invoices.  Please use our bill pay service for conducting bill pay transactions.

Since 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, or others you trust.

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

Your U.S. mobile number or email address may already be associated with Zelle through another financial institution. You can call PlainsCapital Bank customer support team and ask them to move your U.S. mobile number or email address to PlainsCapital so you can use it for Zelle. This will connect the desired U.S. mobile number or email address to your PlainsCapital account and you can start sending and receiving with Zelle through your PlainsCapital mobile banking app. For assistance with this issue, contact 866.762.8392.

What precautions should I take when using Zelle?

Use Zelle responsibly and with caution. Zelle should only be used to send money to friends, family, or others you trust. Typing the wrong phone number or email address can result in a non-reversible payment of your money to a stranger. With Zelle, you can move money from your account to someone else’s within minutes*, so it’s important you know and trust the person you’re sending it to.

Neither PlainsCapital Bank nor Zelle offer a protection program for any authorized payments made with Zelle as a result of a customer entering an email address or U.S. mobile phone number incorrectly.

What security features has PlainsCapital put in place to protect customers?

Keeping your money and information safe is a top priority for PlainsCapital Bank, and when you use Zelle within our mobile app, your information is protected with the same technology we use to keep your bank account safe.

  • Alert notifications will be sent to users via text message and email when money is
  • Users will be required to receive a security code text message on a mobile device registered with PlainsCapital Bank.
  • Fraud analytics & behavior monitoring tools look for suspicious activity for payments and alerts PlainsCapital Bank when
  • PIN creation and biometric recognition (Touch ID or Face ID) are alternative methods for login in addition to the traditional username and password.

 

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

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

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