Zelle® FAQ

Zelle® is a convenient way to send and receive money with friends, family and others you trust through your bank or credit union's mobile app or online banking. All you need is your recipient's email address or U.S. mobile number, and money will be available to use in minutes if they're already enrolled with Zelle®. Your account information and activity stay private. Zelle® is currently live in more than 2,300 Financial Institutions, so you can send money to friends and family even if they don't bank at USAA Federal Savings Bank (FSB).‍ ‍

You can send, request, or receive money with Zelle®. To get started, log into the USAA Mobile App, Choose "Zelle®."

To send money using Zelle®, choose "Send" simply select someone from your mobile device's contacts (or add a trusted recipient's email address or U.S. mobile number), add the amount you'd like to send and an optional note, review, then hit "Send." The recipient will receive an email or text message notification via the method they used to enroll with Zelle®. Money is typically available to your recipient in minutes if they are already enrolled with Zelle®.

To request money using Zelle®, choose "Request," enter their enrolled address, U.S. mobile number or Zelle® tag, confirm the recipient is correct and tap "Request."

To receive money, just share your enrolled email address or U.S. mobile number with a friend and ask them to send you money with Zelle®. If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your USAA FSB account, typically within minutes.

Zelle® is also available on the mobile banking apps of many other participating banks and credit unions. Learn more about sending and receiving money with Zelle® on the Zelle® website.

• Log on to the USAA Mobile App.
• Choose "Zelle®."

No. USAA Federal Savings Bank doesn't charge any fees to use Zelle® in the USAA Mobile App. Your mobile carrier's messaging and data rates may apply.

• Log on to the USAA Mobile App.
• Select "Zelle®."
• Choose "Send."
• Select "+", then "Add New Recipient" will be displayed.
• Tap "Select From Contacts" to import a recipient's information into your Zelle® contacts. You can also enter a trusted recipient's information manually.
• Zelle® should only be used to send money to friends, family and others (including eligible businesses) you trust.

To prevent delays, make sure you use the recipient's U.S. mobile number or email address that's enrolled with Zelle®. If you send money to someone who is not yet enrolled, they will receive a notification with instructions on how to quickly enroll to receive your money. Remember, only send money to friends, family and others you know and trust.

We ask these questions to understand you better and how you'll use your account. You can still send or receive money regardless of how you answer.

To review or edit your information:

• Log on to the USAA Mobile App.
• Select "Zelle®."
• Choose "Menu" in the top right corner for iOS or choose the three vertical dots in the top right corner for Android.
• Select "Receive Money Settings."
• Select "Edit" next to the U.S. mobile number or email address you want to change or cancel.

Keeping your money and information secure is a top priority for USAA FSB. When you use Zelle® within our mobile app, your information is protected with the same technology we use to keep your USAA FSB account safe.

In order to use Zelle®, the sender and recipient's bank accounts must be based in the U.S.

If you expected to receive a verification code by email:

• Make sure you entered your email address correctly.
• Check your spam or junk folder.
• Make sure you're not blocking emails from USAA.Customer.Service@mailcenter.usaa.com.

If you expected to receive a verification code by text:

• Make sure you used a U.S. mobile number and entered it correctly. Landlines, Google voice numbers and Voice over IP (VoIP) are not eligible to enroll with Zelle®.
• Make sure you set your text message delivery preference in the USAA Mobile App.
• Check with your phone carrier that short code messaging is enabled.

Make sure you set your text message delivery preferences in the USAA Mobile App. In addition, some phone carriers require you to have short code messaging enabled. Contact your phone carrier for more details.

Zelle® is available through USAA Federal Savings Bank only in specific locations. If you're in a restricted country, we do not allow its use.

Zelle® QR code provides peace of mind knowing you can send and receive money to the right person, without typing an email address or U.S. mobile number.

To locate your Zelle® QR code, log into the USAA Mobile App, click "Zelle®". Next, go to your "Zelle® settings" and click "Zelle® QR code" and your QR code will be displayed under "My Code". From here you can view your QR code and use the print or share icons to text, email or print your Zelle® QR code. To receive money, share your Zelle® QR code.

To send money, log into the USAA Mobile App, click "Zelle®", click "Send," then click on the QR code icon displayed at the top of the Zelle® homescreen. Once you allow access to your camera, simply point your camera at the recipient's Zelle® QR code, enter the amount, hit "Send," and the money is on the way! When sending money to someone new, it's always important to confirm the recipient is correct by reviewing the displayed name before sending money.

To enroll with Zelle® at USAA Federal Savings Bank, you must be at least 18 years old and have:

• A U.S. mobile number or email address that has been established, validated and on file with USAA.‍ ‍
• An active USAA Federal Savings Bank checking or savings account open for at least 10 days.
• Accounts that are in good standing.
• Location services for the USAA Mobile App enabled in your phone settings.
• The USAA Mobile App installed for at least 30 days.
• The latest version of the USAA Mobile App and Quick Logon usage.

If you don't enroll with Zelle®, you can't send, receive or request money with Zelle®. If someone sends you money and you don't enroll with Zelle® within 14 days, the payment will expire, and you won't receive the money.

Yes. If you linked your U.S. mobile number or email address to a USAA account, here's how you can change your account or cancel enrollment:

• Log on to the USAA Mobile App.
• Select "Zelle®."
• Choose "Menu" in the top right corner for iOS or choose the three vertical dots in the top right corner for Android.
• Select "Receive Money Settings."
• Select "Edit" next to the U.S. mobile number or email address you want to change or cancel enrollment.

It's easy — just enroll with Zelle® through the USAA Mobile App and link your account to your U.S. mobile number or email address. When you're ready to send money, you can add a trusted recipient from your contacts list or add a new one. If the person you sent money to is not already enrolled, they will receive a notification with simple instructions on how to enroll to receive your money. If they are already enrolled with Zelle®, the money is sent directly to their bank account and cannot be canceled. That's why it's always a good idea to verify the email address or U.S. mobile number before sending and to only send to someone you know and trust. The person you're sending money to must have an eligible bank account in the U.S. to receive money. In most cases, if your recipient is already enrolled in Zelle®, their money is typically available in minutes.

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.‍ ‍

Since money is sent directly from your USAA FSB account to another person's bank account within minutes‍ ‍, Zelle® should only be used to send money to friends, family and others you trust.

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 transactions are potentially high risk (just like sending cash to a person you don't know is high risk).

Knowing which of your friends, family and those you trust are enrolled in Zelle® is simple. We've tagged your contacts that are already using Zelle® with a “Z” logo.

Don't see the “Z” by a contact? You can still send them money with Zelle®. They'll just need to enroll in Zelle® to receive the money.

Some small businesses are able to receive payments with Zelle®. Ask your favorite small business if they accept payments with Zelle®. If they do, you can pay them directly from the USAA Mobile App using just their enrolled email address, U.S. mobile number, or Zelle® tag.

Yes. USAA Federal Savings Bank sets these limits and allows you to send up to three payments in any 24-hour period, up to 21 transactions in any 7-day period and up to 90 transactions in any 30-day period. Your payments can't total more than $1,000 in any 24-hour period, $2,500 over any 7-day period or $10,000 in any 30-day period.

At USAA FSB, there are no limits to the amount of money you can receive with Zelle®. However, remember that the person sending you money will most likely have limits set by their own financial institution on the amount of money they can send you.

Money sent with Zelle® is typically available to an enrolled recipient within minutes. If you send money to someone who isn't enrolled, they'll get a payment notification prompting them to enroll. After they enroll successfully, the money will go directly into their account, typically within minutes.

If you don't know the recipient, or aren't sure you will get what you paid for, such as items bought from an online bidding or sales site, we recommend not using Zelle®.

Neither USAA FSB nor Zelle® offers purchase protection for 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. Only send money to people and small businesses you trust and always ensure you've used the correct email address or U.S. mobile number when sending money.

Yes! They will receive a notification via email or text message.

As of March 31, 2025, all users must be enrolled through one of the more than 2,300 banks and credit unions that offer Zelle® in order to send and receive money. The list of participating financial institutions is always growing. You can find the updated list of participating banks and credit unions live with Zelle® at Zelle.com. lf their bank or credit union is not listed, we recommend you use another payment method at this time. 

If your recipient isn't enrolled with Zelle®, they'll get an email or text notification letting them know that money is waiting for them. They'll be prompted to enroll to receive the money you sent.

If your recipient doesn't enroll, they won't receive the money. The payment will expire in 14 days and the money will go back into your account.

See the status of your payments on the Zelle® Activity screen in the USAA Mobile App.

To view your activity:

• Log on to the USAA Mobile App.
• Choose "Zelle®."
• Select "Activity" at the bottom of the page.

When sending money, we'll default to the last account you used. To use a different account, select "From" account on the "Enter Amount" screen and select the account you want to use.

No. Zelle® payments cannot be reversed.

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 you do not see this option available, please contact our customer support team at 800-531-USAA (8722) for assistance with canceling the pending payment.

If the recipient you sent money to has already enrolled with Zelle® through their bank or credit union'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 know and 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, please immediately call our customer support team at 800-531-USAA (8722) to determine what options are available.

Once you send a payment, it can't be canceled unless the recipient has not yet enrolled with Zelle®. If you sent the money to the wrong recipient or if you didn't make the payment, please call us at 800-531-USAA (8722).

Whenever you send money to someone who is already enrolled with Zelle®, the recipient's enrolled first name will display for you to confirm you're sending to the right person. Be sure to always check the name displayed before sending.

If you send money to an email address or U.S. mobile number for someone other than your intended recipient and the wrong recipient isn't willing to send the money back to you, call us at 800-531-USAA (8722). There's no guarantee that we'll be able to get the money back if it has been sent to the wrong recipient due to member error, such as a keystroke error or typo.

If your recipient hasn't received their money, check your Zelle® Activity screen to confirm money was sent to the correct mobile number or email address.

If your recipient didn't receive the money because they didn't enroll with Zelle®, ask them to complete their enrollment. If the payment expired because your recipient did not enroll within 14 days, and money is returned to your account, you can send the money again.

If your recipient is already enrolled but didn't receive the money, and you have confirmed that you used the correct email address or U.S. mobile number to send them money, suggest to your recipient they contact their financial institution. For additional help, call us at 800-531-USAA (8722) so we can discuss your concern.

Yes. If you've already enrolled with Zelle® through USAA Federal Savings Bank, you'll get a notification from us that someone has sent you money and no other action is necessary. If you haven't yet enrolled with Zelle®, you'll receive instructions on how to enroll with Zelle® in the USAA Mobile App or on usaa.com. Although you can enroll on usaa.com, you will need to use the USAA Mobile App to send or request money.

You won't receive money until you enroll with Zelle® at USAA Federal Savings Bank using the U.S. mobile number or email address that the money was sent to. Once you enroll, you will typically receive your money within minutes.

Money received with Zelle® is available for ATM withdrawals and debit card transactions typically within minutes.‍ ‍

For more information, review the Send Money with Zelle® Terms of Service on "Receiving Money: Money Transfers by Network Banks."

You can request or split money directly from your bank account to other eligible accounts in the U.S. with Zelle®.

NOTE: Recipients may modify, reject, or ignore your request. In addition, requests are subject to the recipient's financial institution's send limits.

• Log on to the USAA Mobile App.
• Choose "Zelle®."
• Select "Request & Split."
• Select up to five recipients who'll receive your request from your Zelle® contacts, or add a recipient by selecting the “+” symbol or “Add Recipient” for iOS or “Manage Recipients” then the “+” for Android.
• Be sure to add the recipient's U.S. mobile phone number or email address you'd like the request to be sent to.
• For one recipient, enter the requested amount, review and select "Request."
• For two to five recipients, enter the requested amount, review and select “Split” for iOS or enter the requested amount, review, select “Adjust” then “Split” for Android. This will divide the requested amount evenly among the recipients.
• You can edit each recipient's amount by selecting the amount on the review screen, typing in a specific amount and selecting “Adjust.” This should adjust the other recipients' amounts evenly. Then, review and select "Split."

You can request money from or split it with almost anyone who has an eligible bank account in the U.S. In order to send payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle®.

Your requests for money are active for 14 days. If a recipient doesn't respond within this time frame, the request will expire.

You can only cancel a request if the recipient hasn't responded or the request hasn't expired. To cancel a request for money, choose "Zelle®" in the USAA Mobile App and select "Activity" to view your request. Select the request, then select "Cancel this request." Once you confirm the cancellation, your recipient can't respond to the request. To cancel split requests, you'll need to cancel each recipient's request individually.

To respond to a request for money:

• Choose "Zelle®" in the USAA Mobile App.
• Select "Activity" to view the pending request.
• Choose to accept, decline or modify the amount requested.