Zelle^® tools and tips

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 Zelle^® Activity page, choose the pending payment you want to cancel, and then select Cancel 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 the recipient refuses, you can file a dispute by calling U.S. Bank 24-Hour Banking at 800-USBANKS (800-872-2657). However, it’s up to the recipient’s financial institution to decide whether to refund your money.

Money sent with Zelle^® is typically available to an enrolled recipient within minutes.¹

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.¹

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, 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 U.S. Bank 24-Hour Banking toll-free at 800-USBANKS (800-872-2657).

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

Keeping your money and information safe is our top priority. When you use Zelle^® in the U.S. Bank Mobile App or online banking, your information is protected with the same technology we use to keep your bank account safe. Your account information is never shared with the recipient.

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 U.S. Bank offers a protection program for any authorized payments made with Zelle^® – for example, if you do not receive an item you paid for or the item is not as described or as you expected.

Your email address or U.S. mobile phone number may already be enrolled with Zelle^® at another bank or credit union. If that’s the case, we’ll alert you when you try to enroll and you’ll have the option to move your Zelle^® enrollment to a U.S. Bank account. As soon as you make the switch, you’ll be able to start sending and receiving money with Zelle^® through the U.S. Bank Mobile App and online banking.

If you like, you can enroll your U.S. mobile number at U.S. Bank and your email address at another bank or credit union (or vice versa). By giving people one or the other, you can choose where you receive money from each individual. This arrangement can also be handy if you want to send money between your accounts at U.S. Bank and the other institution.

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