Zelle^® FAQs

Zelle^® is a fast, safe and easy way to send money directly between almost any bank accounts 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 quicker.

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 quicker.

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 only be used to send money to friends, family or others you trust.

You can send, request, or receive money with Zelle^®. To get started, log into your Online Banking account or the Bluestone Bank Mobile App and select “Send Money with Zelle^®”. Enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, accept 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 request 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^®. 

** In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle^®.

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 Bluestone Bank.
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.

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, Zelle^® should not be used to send money to people you don’t know or trust.

Zelle^® should only be used to send money to friends, family or others you trust. Neither Zelle^® nor Bluestone Bank offer 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.

Bluestone Bank does not charge any fees to use Zelle^®.³

It’s easy — Zelle^® is already available within both Online Banking and the Bluestone Bank Mobile App!

Check our app or sign in online and follow a few simple steps to enroll with Zelle^® today. 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 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.

When you enroll with Zelle^®, 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 Bluestone 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 Bluestone Bank of the incoming payment. Bluestone Bank then directs the payment into your bank account, all while keeping your sensitive account details private.

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

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 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, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, please call us at 800.356.8622 so we can help you.

Money sent with Zelle^® is typically available to an enrolled person within minutes¹. Ask your friends and family to enroll with Zelle^® before you send them money – this will help them get your payment quicker.

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 into your recipient’s account. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes.¹

If your payment is still pending, 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 Bluestone Bank customer support team a call toll-free at 800.356.8622 or get in touch through our support page.

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

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

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 Zelle^® nor Bluestone Bank offer 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.

Your email address or U.S. mobile phone number may already be enrolled with Zelle^® at another bank or credit union. Call our Customer Care Center and ask them to move your email address or U.S. mobile phone number to Bluestone Bank so you can use it for Zelle^®.

Once our Customer Care Center moves your email address or U.S. mobile phone number, it will be connected to your Bluestone Bank account so you can start sending and receiving money with Zelle^®. Please call the Bluestone Bank Customer Care Center toll-free at 800.356.8622 for help.