Zelle FAQs

For your protection, your payment may be placed on hold or suspended because you haven't provided the additional verification needed to send a payment, or you sent money to a recipient whose email address, mobile number or bank account is suspended or on hold. If you have questions or need to remove a hold, give us a call at 1-877-247-2559. We're here 24/7.

If you have any trouble accessing your profile information, or sending and receiving payments with Zelle, give us a call at 1-877-247-2559 so we can help. We're here 24/7.

There are a few reasons why your recipient might not have received your payment

• First, find out if your recipient has received a notification. If they haven't, you should make sure you sent money to the correct email address or U.S. phone number. If you didn’t, you can cancel the payment, and set it up again with the correct information
• If your recipient is not enrolled with Zelle, they should follow the instruction in the notification to enroll. After your recipient enrolls, it may take 1 - 3 business days to receive the payment in their bank account
• If your recipient doesn't use one of the participating banks or credit unions available to select during enrollment, they can download the Zelle app and enroll any Visa® or MasterCard® debit card, issued by their U.S. bank or credit union

Zelle is intended for sending money to family, friends and people you know and trust.

To add a recipient online, you'll need to access Zelle from our full site at www.ally.com.

Once you log in, go to Payments and select Send Money with Zelle®, select Settings and under Contacts, choose Add New Contacts.

In the mobile app, go to Profile, select Zelle® Settings, and then choose Zelle Contacts.

Log in to Online Banking, select Payments, and then choose Zelle to edit your settings.

If you don't see a payment it could be because the email or mobile phone number that the payment was sent to hasn't been registered with Zelle yet, or your contact information is registered at another institution. Check with your sender or go to Settings to update your contact information.

Yes. It's a good idea to let your recipient know the first time you use Zelle so they know what to expect.

If a payment you’re expecting isn't in Activity, then it may have been sent to a different email address, mobile number, or may be registered at another institution. Check with your sender or go to Send Money with Zelle®, and select Settings to update your contact information.

Up to 365 days in advance.

There may be a problem or security concern with your account. If this happens, we'll send you an email to let you know. You can also call us any time at 1-877-247-2559. We're here 24/7.

This is for your security and to ensure you receive Zelle payments and other notifications.

If your phone number or email address is already linked to an account at another bank, you'll still be able to send money from your primary linked account at Ally Bank. However, if someone sends you money, it will go to the other bank. To receive money at Ally Bank, you'll need to transfer your email or phone number to Ally Bank. You can make this change online or in the mobile app.

Online: Go to Payments, select Send Money with Zelle®, and then choose Activity. From there you can transfer your mobile number or email address to Ally Bank.

Mobile app: Go to Settings, select Zelle Settings to transfer your mobile number or email address to Ally Bank.

If the person you sent it to isn't registered with Zelle or the payment is future dated, you can cancel the payment and resend it using the correct email address or mobile number. If you can't cancel it online, then give us a call at 1-877-247-2559. We're here 24/7.

You can only send money to known and trusted recipients such as friends and family with bank accounts in the U.S.

Once you log in to online banking, choose Payments, and then select Send Money with Zelle®. On the Enter Amount screen, select Change, and then choose Frequency to set up your recurring payment.

Keep in mind, recurring payments are sent with Standard delivery (1-3 business days). Money scheduled to be sent on a holiday or a weekend will be sent the prior business day.

Yes. We work hard to keep your personal information safe and secure. Visit the Ally Security Center to learn more about how we protect you when you bank with us online or on your mobile device.

If your recipient has not enrolled with Zelle yet, they'll have 14 days to enroll after you send them money for the first time. We'll notify you when the payment is about to expire, and then the money will be deposited back into your account.

There are no fees to use Zelle.

Log in to your Ally Bank account and select Zelle® from the Payments menu. Then choose the primary account you’d like to use. Once you verify that your profile information is correct, you can start using Zelle.

Note: If you've already enrolled with your email address or mobile number at another bank that offers Zelle, and you want to receive your funds in your Ally Bank account, you can make that change either in online banking or in the mobile app.

Online: Go to Payments, select Zelle®, and then choose Activity. From there you can transfer your mobile number or email address to Ally Bank.

Mobile app: Go to Zelle®, and choose Settings, then select Zelle Settings to transfer your mobile number or email address to Ally Bank.

No. Your bank account information will remain confidential. They'll only see your first name, last name and the message you wrote for the payment.

How to send money. All you need is the recipient's email address or mobile phone number:

• Select Zelle® from the Payments menu, and then choose Send
• Choose a recipient or select Add Contact to add a new recipient
• Enter the amount you’d like to send
• Once you’ve reviewed your information, select Send Now

Recipients will receive notifications when they receive a payment, but it’s always a good idea to let them know that you're sending money.

How to request money. You can request money from a person using their email address or mobile number:

• Select Zelle® from the Payments menu, and then choose Request
• Enter the amount you'd like to request
• Once you've reviewed your information, select Request

You'll be notified when the money you've requested has been sent.

How to split expenses. You can split a bill with up to five people using their email address or mobile number:

• Select Zelle® from the Payments menu, and then choose Split
• Enter the total amount you'd like to split
• Once you've reviewed your information, choose Split

You'll be notified when the money you've requested from each person has been sent.

How to receive money. Money sent to the email or phone number you've registered at Ally Bank will usually arrive in minutes and be deposited automatically. We'll notify you when the money you’ve requested from the person has been sent.

If you have already sent a payment to a phone number on a non-supported carrier, then cancel your payment and send it to the recipient's email address. If your recipient hasn’t registered an email or bank account, they'll have 14 days to enroll after you send them money. We'll notify you when the payment is about to expire, and then the money will be deposited back into your account.

Zelle can be used with these mobile carriers:

ACG (Associated Carrier Group)
AT&T
Alltel (now AT&T)
Boost
Cincinnati Bell
Nextel (now Sprint)
nTelos (now Sprint)
T-Mobile
US Cellular
Verizon
Virgin Mobile USA

Transactions between users at banks that offer Zelle typically occur within minutes when you send money using an email address or phone number. If your recipient is not yet registered with Zelle, it will take 1-3 business days for the money to be deposited after they enroll.

Any future-dated payments, recurring payments or payments sent directly to a recipient's account and routing number will be delivered in 1-3 business days.

Zelle is an easy, fast and safe way to send and receive money with friends and family in the U.S. using their email address or U.S. mobile number. Enrolled Zelle users receive their money typically within minutes. If a recipient is not enrolled with Zelle, it could take 1 to 3 business days to receive the money once enrollment is completed.

If your Zelle payment qualifies for our fastest delivery speed and your recipient is already registered with Zelle, it will be completed within minutes. These transactions cannot be canceled. Zelle payments that are delivered using 1- or 3-business day delivery may be canceled if that option is available in Activity or the recipient hasn't yet registered with Zelle.

No. At this time you'll only receive email alerts for:

• Bill Pay
• Zelle® payments
• Ally eCheck Deposit℠
• Transfers to or from other institutions

We'll also notify you by email when you add your Ally Bank Debit MasterCard® to Apple Pay® or open a new account with us.