FAQs FOR NEW USERS
What is Zelle?
Zelle is a fast, safe and easy way to send money directly between almost any bank account in the U.S., typically within minutes.1 With just an email address or U.S. mobile phone number, you can send money to people you know and trust, regardless of where they bank.2 Ask your recipient to enroll with Zelle before you send them money – this will help them get your payment more quickly.
How do I get started with Zelle®?
It’s easy — Zelle is already available within First National Bank's Online and Mobile Banking! Check our app or sign in online and follow a few simple steps to enroll with Zelle today.
To use Zelle with First National Bank, you must have an eligible First National Bank deposit account and access to Online Banking. To use Zelle through First National Bank Mobile Banking, there are two additional requirements:
- You must have a supported mobile device. You can use smartphones and tablets with the Android operating system version 4.1 and above. For users with Apple devices, we support iPhones and iPads with iOS 8 and above.
- You need to make sure you have the most recent version of the FNB Direct Mobile Banking app. Thereafter, simply log in and select Zelle to confirm your email address or U.S. mobile phone number to get started.
We recommend you enroll before someone sends you money – this will help you get your first payment faster. You can find a full list of participating banks and credit unions on the Zelle website.
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.
Who can I send money to with Zelle?
You can send money to friends, family and people you know.2 We recommend you ask people to enroll with Zelle before you send them money – this will help them get your payment more quickly.1 Since money is sent directly from your bank account to another person’s bank account within minutes,1 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. Zelle should not be used to send money to people you don’t know or to purchase goods.
How do I use Zelle and how does it work?
You can send, request or receive money with Zelle. To get started, log into First National Bank's Online or Mobile Banking. In Online Banking, you can find Zelle on the “Transfers” tab, while in Mobile Banking, Zelle is located on the “Payments” tab. Once you access Zelle, enter your email address or U.S. mobile phone number, after which you will receive a one-time verification code. Enter the code, review and accept the terms and conditions and you’re finished.
To send money using Zelle, simply select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile phone number), add the amount you’d like to send and an optional memo, review, then hit “Send.” In most cases, the money is available to your recipient in minutes.1
To request4 money using Zelle, choose “Request,” select the individual(s) from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request.”
To receive money, just share your enrolled email address or U.S. mobile phone number with a friend and ask them to send you money with Zelle.
When you enroll with Zelle through First National Bank Online or Mobile Banking, your name, the name of your bank and the email address or U.S. mobile number you used to enroll is shared with Zelle (no sensitive account details are shared – those stay with First National Bank). 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 First National Bank of the incoming payment. First National Bank then directs the payment into your bank account, all while keeping your sensitive account details private.
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:
- Click on the link provided in the payment notification you received via email or text message.
- Select First National 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 in Zelle with that email address or U.S. mobile number to ensure you receive your money.
What types of payments can I make 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 neighbor.2
Since money is sent directly from your bank account to another person’s bank account within minutes,1 Zelle should not be used to send money to people you don’t know or trust.
Zelle should not be used for the purchase of goods. Neither Zelle nor First National Bank offer a protection program if you do not receive what you paid for or the item you receive is not what was described or expected.
Are there any fees to send money using Zelle?
First National Bank does not currently charge any fees to send, request or receive money through Zelle.3 Fees for the use of Zelle are separate and apart from any charges that may be assessed by your wireless carrier for the use of wireless data or for text messages sent to or received from First National Bank.
Can I use Zelle internationally?
To use Zelle, the sender's and recipient's bank 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, go to your activity page, choose the payment you want to cancel, and 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. This is why it’s important to only send money to people you know and trust, and to 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 call us at 1-800-555-5455 during our service hours: 8 AM - 9 PM ET (Mon-Fri) or 8 AM - 5 PM ET (Sat-Sun), so we can help you.
How long does it take to receive money with Zelle?
Money sent with Zelle is typically available to an enrolled person within minutes.1 Ask your friends and family to enroll with Zelle before you send them money – this will help them get your payment more quickly.
If you send money to someone who isn’t enrolled with Zelle, they will receive a notification prompting them to enroll. After enrollment, it may take between 1 and 3 business days for your recipient to receive their first payment. This is a security feature of Zelle designed to protect you when you’re sending or receiving money. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes.1
If it has been more than three days, we recommend confirming that the person you sent money to has enrolled with Zelle and that you entered the correct email address or U.S. mobile phone number. If you’re waiting to receive money, you should 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.
Still having trouble? Please give the First National Bank Customer Service team a call toll-free at 1-800-555-5455.
Will the person I send money to be notified?
Yes! They will receive a notification via email or text message.
Is my information secure?
Keeping your money and information safe is a top priority for First National Bank. When you use Zelle within First National Bank's Online or Mobile Banking, your information is protected with the same technology used to keep your bank account safe.
I’m unsure about using Zelle to pay someone I don’t know. What should I do?
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 types of transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither Zelle nor First National Bank offer a protection program for any purchase or sale conducted using Zelle.
What if I get an error message when I try to enroll an email address or U.S. mobile number?
Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union you use. Call First National Bank's Customer Service team at 1-800-555-5455 and ask them to move your email address or U.S. mobile phone number to First National Bank so you can use it for Zelle with First National Bank.
Once Customer Service moves your email address or U.S. mobile phone number, it will be connected to your First National Bank account so you can start sending and receiving money with Zelle. Please call First National Bank Customer Service toll-free at 1-800-555-5455 for help.
FAQs FOR AMERICAN RED CROSS DONATIONS
How do I send money with Zelle®?
Go into your mobile banking app and select, "Send Money with Zelle". Enter "American Red Cross" as the recipient, and firstname.lastname@example.org as the recipient email, select an amount to donate and hit send. Your money is then on its way to the American Red Cross to help people affected by disasters big and small.
When adding the American Red Cross as a first time recipient, you should receive a pop-up that confirms "email@example.com" is enrolled with Zelle to a recipient named "Red Cross". Be sure to verify the name matches Red Cross before sending your first donation.
How do I know my money will get to relief efforts?
Money sent via Zelle through FNB mobile banking app will be deposited directly into the bank account of the American Red Cross and will go towards Disaster Relief.
Donations made to Disaster Relief help people affected by disasters like hurricanes, wildfires, earthquakes and countless other crises. Gifts enable the American Red Cross to prepare for, respond to and help people recover from disasters big and small.
Is my donation tax deductible?
Yes. The American National Red Cross is registered as a 501(c)(3) non-profit organization. Contributions to the American Red Cross are tax-deductible to the extent permitted by law. The American Red Cross' tax identification number is 53-0196605.
How do I get a receipt for my tax records?
Receipts will be issued by the American Red Cross. To get a receipt, you should contact the American Red Cross customer service line 1-800-797-8022 or website http://www.redcross.org/contact-us/financial-donation-inquiry. You will be asked to provide the Zelle Payment ID for your donation to the American Red Cross. The Payment ID is a unique number that identifies the transaction and can be found in the Activity screen within the FNB Mobile app or Online Banking.
What is my money being used for?
The American Red Cross responds to nearly 64,000 disasters a year nationwide, providing shelter, food, emotional support, and other necessities to people impacted. By making a charitable donation to American Red Cross Disaster Relief via Zelle and FNB, your money will help people affected by disasters like hurricanes, wildfires, earthquakes and countless other crises. Gifts enable the American Red Cross to prepare for, respond to and help people recover from disasters big and small.
Will FNB take a portion of my donation?
No. 100% of your donation will go directly to American Red Cross Disaster Relief to help people affected by disasters like hurricanes, wildfires, earthquakes and countless other crises.
Why donate with Zelle, and not directly to the American Red Cross?
We support donations to the American Red Cross by any means available to the public. Zelle offers the ability to send money electronically through the mobile banking apps of participating financial institutions, including FNB. This is a convenient option for some consumers.
Is this legitimate? I’ve heard of scams with people trying to collect money for disaster relief.
Yes, this is legitimate. Sending money with Zelle is fast, safe and easy. We worked with the American Red Cross and Zelle to establish this payment method. firstname.lastname@example.org is the only email address designated by the American Red Cross to accept donations through Zelle. Be cautious of other email addresses or phone numbers claiming to be used for receiving donations.
When adding the American Red Cross as a first time recipient you should receive a “pop-up” that states “email@example.com” is enrolled with Zelle to a recipient named “Red Cross.” Be sure to verify the name matches Red Cross before sending your first donation.
Can I use Zelle to send donations to other relief organizations?
Zelle may be used to send donations only to American Red Cross Disaster Relief. Donations to other charitable organizations are not available at this time.
1 To receive money in minutes, the recipient's email address or U.S. mobile number must already be enrolled with Zelle.
2 Must have a bank account in the U.S. to use Zelle.
3 Mobile carrier fees may apply.
4 In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled in Zelle.
* Among Mid-Atlantic regional banks in S&P Global Market Intelligence's "2018 US Mobile Banking Market Report"
Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.