Zelle® FAQs For Small Business

How do I use Zelle with a small business account?

You can send, request, or receive money with Zelle. To get started, log into Frost Online Banking or the Frost App and select “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 ready to start sending and receiving with Zelle.

Who can I send money to with Zelle when I have a small business bank account?

When you use Zelle with a small business account, you can send money to other small businesses that bank with a financial institution that offers Zelle to small businesses. You can also send to consumers that have access to Zelle through their mobile banking app. At this time, we don’t support sending to (or receiving from) consumers that are only enrolled in the Zelle app using a debit card.

I have a small business bank account. Who can I receive payments from with Zelle?

You can receive payments from consumers using Zelle through their bank’s mobile app. You can also receive money from other small businesses if their financial institution offers Zelle to small businesses. At this time, you’re not able to receive payments from consumers that are only enrolled in the Zelle app using a debit card.

I already use Zelle through my personal bank account. How do use Zelle with my small business bank account?

You must use a different U.S. mobile number or email address than the one you used to enroll your personal bank account with Zelle to enroll a small business account with Zelle. For example, email@email.com would be connected to your personal checking account, and 555-555-1234 would be connected to your small business bank account.

If I already use Zelle for my small business, do I need to do something different to continue using Zelle?

Read the updated terms and conditions that were provided by Frost Bank. You’re able to continue using Zelle as normal, except you will not be able to send money to a consumer that registered for Zelle using a debit card instead of a checking account.

I want to use Zelle to send and receive money with friends from my personal bank account, as well as to receive payments for my small business from my business account. Are there any differences in the experience?

Whether you use Zelle with a small business account or a personal checking account with Frost, Zelle uses the same extensive network to initiate payments to small businesses and consumers. Consumers that are already enrolled with Zelle through the Frost App don’t need to do anything different to send money to a small business – they use the existing Zelle experience they already know and trust within the app. However, the experience is slightly different for small businesses, as small businesses cannot currently receive payments from consumers that are only enrolled in the Zelle app using a debit card.

Why does the Frost App tell me that I’m already enrolled with Zelle?

The email address or U.S. phone number may already be enrolled with Zelle at another bank or credit union. The Frost App will provide you with steps to move your enrollment over to Frost. If you have any questions, we’re always here to help. Give us a call 24/7 at (800) 513-7678.

If your small business was already using Zelle, but has recently moved to a small business account either proactively or because we sent you a message indicating you need to transition to a small business account:

Please read the updated terms and conditions provided and accept them to continue using Zelle.

If I use Zelle for my small business, will Zelle integrate with accounting software?

No, Zelle does not integrate directly with accounting software at this time. However, since Zelle is connected to your bank account, you can see all Zelle transactions in Frost Online Banking and download a report to integrate into your existing software. To download a transaction report, log into Frost Online Banking, click “Download Transactions” on the right-hand navigation and select the account, date range, and report format.

Are there any fees to use Zelle with a small business account?

Frost customers are not charged any fees for using Zelle.

Does Zelle or Frost offer purchase protection?

Neither Zelle nor Frost 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.

Can I cancel a payment if I sent money using Zelle?

You can only cancel a payment if the small business or consumer 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 send money to a small business or consumer that has already enrolled with Zelle through their bank’s mobile app, 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 try to send money to a consumer that is only enrolled in the Zelle app using a debit card, the payment won’t go through and a message will pop-up to let you know the payment cannot be completed. With small business accounts, Zelle and Frost do not currently support sending money to debit card users in the Zelle app.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please give us a call 24/7 at (800) 513-7678.

How long does it take to receive money with Zelle?

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 minutes1.

What if my payment from my small business to my customer wasn’t received?

Confirm with your recipient that they have enrolled with Zelle. Also confirm that you entered the correct email address or U.S. mobile number for your recipient. Still having trouble? We’re always here to help. Give us a call 24/7 at (800) 513-7678.

How do I receive money with Zelle?

First, you should enroll your email address or U.S. mobile number with Zelle through the Frost App and associate it with your small business account. Second, share your enrolled email address or U.S. mobile phone number with your customers and ask them to send you money with Zelle right from their banking app. You don’t need to share any sensitive account details; they can send you money by using your enrolled email address or U.S. mobile phone number to identify you. After your customer sends you the money with Zelle, you will receive your money directly into your enrolled bank account.

You can also request payments directly through your mobile banking app by clicking “Send money with Zelle®,” selecting “Request,” entering your customer’s email address or U.S. mobile number, confirming the information is correct (their name or their email address/U.S. mobile number will pop up – make sure it’s the person or business you want to request money from) and tapping “Request”3.

If your customer is using Zelle through their bank’s mobile app, they’ll be able to pay you with Zelle. You’ll receive a payment notification once your customer has sent you money in response to your request. If your customer is enrolled in the Zelle app with their debit card (not with a deposit account), they will not be able to send you money with Zelle, and you should arrange for a different payment method.

How do I tell my customers that they can pay me with Zelle?

There are a few ways you can encourage your customers to pay you with Zelle:

  • Tell your customers that you accept payments with Zelle, and they can easily send you money right from their banking app.
  • Include it as a payment method on your invoices, such as “I accept payments with Zelle®”.
  • Use Zelle to request money from your customers, which will send them a notification telling them you’ve requested payment with Zelle3.

Please note, you’ll only be able to receive payments from consumers using Zelle through their bank’s mobile banking app. You will not be able to receive payments from consumers enrolled in the Zelle app using a debit card.

How do I use Zelle to request a payment from my customer?

To request money with Zelle, select “Send Money with Zelle®” in the Frost App, choose “Request,” select the individual or business from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request”3.

Is there a limit to how much money I can send with Zelle?

Yes, Frost customers can send up to $2,000 per recipient daily.

Is there a limit on the number of transactions I can send and receive with Zelle each month?

There isn’t a limit on the number of transactions, as long as they do not exceed the daily monetary limit.

What is Zelle?

Zelle is a fast, safe and easy way for small businesses to send, request, and receive money directly between eligible bank accounts in the U.S.1 If your customers use Zelle within their mobile banking app, they can send payments directly to your checking account with Frost with just your email address or U.S. mobile phone number. With Zelle, money typically arrives within minutes2.

How does Zelle work?

When you enroll with Zelle through the Frost App, your name, the name of your bank, and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Frost). 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 Frost of the incoming payment. Frost then directs the payment into your bank account, all while keeping your sensitive account details private.

Who should I call if I have questions or need help?

We’re always here to help. Give us a call 24/7 at (800) 513-7678.