FAQs

What is Zelle^®?

Zelle^® is a fast, safe and easy way to send money directly between almost any bank or credit union account 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 bank¹.

Where is my money?

Recipients must be enrolled with Zelle^® to receive their 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.

Verify the U.S. mobile number or email address the payment was sent to is the same email address or U.S. mobile number that the recipient enrolled with Zelle^®.

If the sender entered an incorrect email address or U.S. mobile number, ask them to contact their financial institution’s customer support team for help.

If the sender entered the correct email address or U.S. mobile number and their account has been debited, ask the sender to call their financial institution’s customer support team for assistance locating the payment.

If the sender’s financial institution does NOT offer Zelle^® and they used the Zelle^® app to send you money, ask them to contact Zelle^® support.

I sent money to the wrong person, what should I do?

If the person has not yet enrolled with Zelle^®, you can try to cancel the payment. To check whether the payment is still pending, go to your Zelle^® activity page in our JSSB mobile app, find your transaction to see if it is still listed and pending, and if so, choose the payment you want to cancel, and then select “Cancel This 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.

If the payment is no longer pending, please call us immediately at JSSB – 888-412-5772  so we can help you.

What is my sending limit?

Limits are set to protect you from fraudulent activity.

For JSSB:

Amount per transaction - $500

Amount per processing day - $500

Amount per processing week - $2,500

Amount per processing month - $10,000

Number of payments per day – 10

Number of payments per week – 70

Number of payments per month - 310

Can I add or change the email address or U.S. mobile number enrolled with Zelle^®?

Yes. Log into our mobile app, select “Send Money with Zelle^®,” then “Update Contact Information” and update the information enrolled with Zelle^®.

How can I tell if the person I sent money to has received it?

Log into our mobile app, click “Send Money with Zelle^®,” then click “Activity.” If the payment is listed as “pending,” the recipient has not yet enrolled with Zelle^® and has not received the money. If the payment is listed as “Completed,” the money moves directly into their account, typically in minutes¹.

Can I enroll multiple bank accounts with Zelle^®?

Yes, but you must use a different email address or U.S. mobile number for each bank account you enroll with Zelle^®. Since your email address or U.S. mobile number is a unique identifier that tells us where to deposit your money, you need a different email address/U.S. mobile number for each account you enroll with Zelle^®.

When I tried enrolling with Zelle^®, I received a message saying that I was already enrolled. Why?

There are a couple of reasons why you may be receiving this message:

• Your mobile number or email address is already enrolled with a bank or credit union (which could be at JSSB).
• Your mobile number or email address is already enrolled with clearXchange.com or the Zelle^® app.

(Note to call center representatives: clearXchange^® is an online version of Zelle^® used for receiving payments from companies. You will probably receive very few calls about clearXchange.com).

If you are unsure where you are enrolled, please contact Zelle^® customer support at 844-428- 8542.

I’ve been scammed, what should I do?

Contact JSSB ASAP.

I’m enrolled at JSSB, but the payment was sent to an email address/U.S. mobile number that’s not linked to my account. What do I do?

You can either enroll the email or U.S. mobile number where the payment was sent (if you own that email or U.S. mobile number) or contact the sender to cancel the payment and send to your already enrolled email or U.S. mobile number.

I sent money to someone and want to cancel the payment, what do I do?

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 to find your transaction. If it is pending, choose the payment you want to cancel, and then select “Cancel This 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.

How do I receive money?

If you have already enrolled with Zelle^®, you do not need to take any further action. The money will move directly into the bank or credit union account associated with the email address or U.S. mobile number you enrolled, typically within minutes¹.

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

1. Click on the link provided in the payment notification you received via text or email when someone sent you money.
2. Select JSSB
3. Follow the instructions provided on the page to enroll with Zelle^® and receive your payment.

Once you’re enrolled, future payments will move directly into your bank or credit union account. You won’t need to do anything to accept them, they’ll just automatically be available in your account.

1 U.S. checking or savings account required to use Zelle^®. Transactions between enrolled users typically occur in minutes and generally do not incur transaction fees.