Zelle® FAQs for Consumers

How long does it take to receive money with Zelle?

Money sent with Zelle is typically available to an enrolled recipient within minutes2. 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 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.

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

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

How do I get started?

It’s easy — Zelle is already available within the Frost App and Frost Online Banking. Check our app or sign-in online and follow a few simple steps to enroll with Zelle today.

What types of payments can I make with Zelle?

Zelle is a great way to send money to friends, family and people you trust, such as your personal trainer, babysitter or neighbor2. Since money is sent directly from your bank account to another person's bank account in minutes1, Zelle should only be used to send money to people you trust. 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.

Are there any fees to send money using Zelle?

Frost customers are not charged any fees for using Zelle.

Someone sent me money with Zelle, how do I receive it?

If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your bank account, typically within minutes.1

If you have not yet enrolled with Zelle, follow these steps:

  1. Click on the link provided in the payment notification you received via email or text message.
  2. Select Frost.
  3. 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.

What if I want to send money to someone whose bank 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 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.

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.

Can I pay a small business with Zelle?

Some small businesses can receive payments with Zelle. Make sure to ask if they accept payments with Zelle. If they do, you can pay them directly from the Frost App or Frost Online Banking using just their email address or U.S. mobile number.

Can I cancel a payment?

You can only cancel a payment if the small business or individual 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 another individual that has already enrolled with Zelle through their banking mobile app, the money is sent directly to their bank account and cannot be canceled3. 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 you aren’t able to get your money back, please give us a call 24/7 at (800) 513-7678.

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 Frost help me if I made a payment mistake?

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

Who can I pay with Zelle?

You can pay almost anyone with a bank account in the U.S. You should only send money to people you know and trust.

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 to send money directly between almost any bank accounts in the U.S., typically within minutes1. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank2.

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.