Zelle® Frequently Asked Questions

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 minutes¹. With just an email address or U.S. cell phone number, you can quickly and securely send money to people you trust, regardless of where they bank².

Who can I send money to?

You can send money to friends, family and others you trust². Since money is sent directly from your bank account to another person’s bank account within minutes¹, it’s important to only send money to people you trust, and always make sure you used the correct email address or cell phone number.

How do I use it?

You can send, request, or receive money with Zelle.

1. To get started, log into our online banking or mobile app, navigate to bill pay and select “Send Money with Zelle.®” Accept the terms and conditions, enter your email address or cell phone number, receive a one-time verification code, enter it, and you’re all set.
2. To send money, simply add the person’s email address or cell phone number, enter the amount you want to send and an optional note, review, then hit “Send.” In most cases, the money is available to your recipient in minutes.
3. To request money, choose “Request,” select the individual(s) you’re requesting money from, enter the amount you’re requesting, include a note if you want, review and hit “Request.”³
4. To receive money, just share your enrolled email address or cell phone number with a friend and ask them to send you money with Zelle.

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

If you already enrolled, you don’t need to do anything else. The money will be sent directly into your account and will be available typically within minutes.
If you have not enrolled yet, follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.
2. Select Park National Bank.
3. Follow the instructions provided on the page to enroll and receive your payment. You should enroll using the email address or U.S. cell phone number where you received the notification 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, like your personal trainer, babysitter or neighbor².

Since money is sent directly from your bank account to another person’s bank account, Zelle should only be used to send money to people you trust.

Neither Park National Bank nor Zelle 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.

How do I start?

It’s easy — Zelle is already available within our mobile banking app and online banking through bill pay! Check our app or sign-in online and follow a few simple steps to enroll with today.

What if I want to send money to someone whose financial institution doesn’t offer Zelle?

You can find a full list of participating banks and credit unions live with Zelle here.

If your recipient’s financial institution 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 cell phone 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 does Zelle work?

When you enroll with Zelle through online banking or mobile banking app, your name, your bank name, and the email address or cell phone number you enrolled is shared with Zelle (no sensitive account details are shared — those stay with us!).

When someone sends money to your enrolled email address or phone number, Zelle looks up the email address or phone number in its directory and notifies the bank of the incoming payment. We then direct the payment into your account, all while keeping your sensitive account details private.

Can I use Zelle internationally?

In order to use Zelle, the sender 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, you can go to your activity page, 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. This is why it’s important to only send money to almost anyone you trust, and always ensure you’ve used the correct email address or phone 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 our Customer Care team at 888-474-PARK so we can help you.

Scheduled or recurring payments sent directly to your recipient’s account number (instead of an email address or cell phone number) are made available by Park National Bank but are a separate service from Zelle and can take 1 to 3 business days to process.

You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

How long does it take to receive money with Zelle?

Money sent with Zellee is typically available to an enrolled recipient within minutes¹.

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 be available in your recipient’s account, typically within minutes¹.

If your payment is pending, we recommend confirming that the person you sent money to has enrolled and that you entered the correct email address or 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 phone number.

Still having trouble? Please contact our Customer Care team at 888-474-PARK.

Will the person I send money to be notified?

Yes! They will receive an email or text notification.

Is my information secure?

Keeping your money and information safe is our top priority. When you use Zelle within our app or online banking, your information is protected with the same technology we use to keep your 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 for these types of transactions.

These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither Park National Bank nor Zelle 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.

What if I get an error message when I try to enroll an email address or cell phone number?

Your email address or phone number may already be enrolled with Zelle at another bank or credit union.
Call our Customer Care team at 888-474-PARK and ask them to move your email address or phone number to Park National Bank so you can use it for Zelle.

Once we move your email address or phone number, it will be connected to your Park National account so you can start sending and receiving money with Zelle through our app and online banking. Please call our Customer Care team for help.