Zelle® Frequently Asked Questions

• How can I access Zelle^®?
  Zelle^® is available on mobile devices only. Desktops, Chromebooks, Laptops, Tablets or iPads are not supported to download or use the Zelle^® app.
• How do I use Zelle®?
  You can send, request or receive money with Zelle^®. To get started, log into Premier Bank's mobile app. Click the three dots (...) labeled more at the bottom of the screen, under Transfer & Pay select the Send Money with Zelle^®. Zelle^® is only available in the mobile app.
• How do I send, request and receive payments through Zelle^®?
  To send money using Zelle^®:

  • Choose “Send”
  • Select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile number)
  • Add the amount you’d like to send and an optional note
  • 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^®.
  
  (If the person you’re sending money to hasn’t enrolled yet, they’ll receive an email or text notification letting them know you’ve sent them money. They’ll be guided through a few simple steps to get enrolled. Once they’ve enrolled their profile, they’ll receive the money directly into the bank account they have associated with their profile. If the recipient doesn’t enroll their Zelle^® profile within 14 days, the payment will expire, and the money will be returned to your account.)
  
  To request money using Zelle^®:

  • Choose “Request”
  • Select the individual from whom you’d like to request money, enter the amount you’d like, include an optional note
  • Review and hit “Request"    

  
  (If the person you are requesting money from is not yet enrolled with Zelle^®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their mobile number.)
  
  To receive money:
  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 Premier Bank 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 Premier 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 notification - you should enroll with Zelle^® using that email address or U.S. mobile number to ensure you receive your money.)
• Is there an age restriction to use Zelle^®?
  Yes, our minimum age to use Zelle^® is 18
• What if I got an enrollment error message because my email or phone number is already linked to another financial institution?
  Your email address or U.S. mobile number may already be enrolled with Zelle^® at another bank or credit union. If you would like to move your email address or U.S. mobile number from the financial institution where you initially enrolled with Zelle^®, simply click "Transfer" when prompted during the Zelle^® enrollment process and confirm your desired changes. Once you transfer your email address or U.S. mobile number, it will be connected to your account at the financial institution you selected and you can start sending and receiving money with Zelle^® right away.
• I never received a verification code during enrollment, what do I do?
  Double check the email and phone number you used for enrollment to ensure they are correct. If they are not, your code may have gone to another number. Correct the typo and resubmit.
• Is my information secure?
  Keeping your money and information safe is a top priority for Premier Bank. When you use Zelle^® within our mobile app, your information is protected with the same technology we use to keep your Premier Bank account safe.
• Who can I send money to 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 neighbor¹.
  
  Since money is sent directly from your Premier Bank 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 handing cash to a person you don’t know is high risk).
  
  Neither Premier Bank nor Zelle^® offers purchase protection for 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.
• Can I pay a small business with Zelle^®?
  Some small businesses are able to receive payments with Zelle^®. Ask your favorite small business if they accept payments with Zelle^®. If they do, you can pay them directly from your Premier Bank mobile app using just their email address or U.S. mobile number.
  
  Neither Premier Bank nor Zelle^® offers purchase protection for payments made with Zelle^®, so you should only send money to people (and small businesses) you trust. Also, always ensure you’ve used the correct email address or U.S. mobile number when sending money.
• Can I use Zelle^® internationally?
  In order to use Zelle^®, the sender and recipient’s bank or credit union accounts must be based in the U.S.
• Can I cancel a payment?
  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 do not see this option available, please contact our Client Solution Center at 1-877-367-8178 for assistance with canceling the pending 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.
  
  The only transactions that may be reversible are email addresses or phone numbers that are not yet linked to Zelle^®, so it is very important to double check the recipient’s information prior to sending cash. If you sent money to the wrong person, please immediately call our Client Solution Center at 1-877-367-8178 for assistance.
• Are there any fees to send money using Zelle^®?
  No, Premier Bank does not charge any fees to use Zelle^® in the Premier Bank app. Your mobile carrier’s messaging and data rates may apply.
• What if I want to send money to someone whose bank or credit union doesn’t offer Zelle^®?
  You can find a full list of participating banks and credit unions live with Zelle^® here.
  If your recipient’s bank or credit union 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.
  
  You can still send payments directly to a debit card that is attached to a U.S. based account, even if the recipient’s bank is not a participating Zelle^® user. 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.
• How can I avoid scams?
  • Only send money to those you know and trust, since money sent with Zelle^® cannot be canceled once it’s sent to an enrolled user.
  • Treat Zelle^® like cash. With Zelle^®, your money moves fast—directly into the enrolled recipient’s bank account. Always double check you have the recipient’s correct U.S. mobile number or email address, so the money goes to the right person. Another safeguard we have in place is to confirm the first name of the person you’re sending money to.
  • We will never call to ask you to send money using Zelle^® to yourself or anyone else.
  • We will never contact you via phone or text to ask for a password, social security number or security code.
  • If anyone reaches out to you and asks you to send money or provide a code, it is likely a scam. Premier Bank will not do this.
  • Beware of scams and fraud when using any digital payment method—if something sounds too good to be true, it probably is. If the price is too good to be true, you’re not sure what you’re going to receive or the seller of a product or service complains about “errors” with other payment methods, that’s a red flag. Don’t use Zelle^® or other digital payment services to send the person money. Neither Zelle^® nor Premier Bank offers purchase protection for payments made with Zelle^®, so only use Zelle^® to pay those you trust.