Zelle® frequently asked questions

1. What is Zelle®?
   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 available in over 2,200 bank and credit union apps, so you can send money to friends and family even if they don’t bank at Synovus.1.

2. How do I use Zelle®?
   You can send, request, or receive money with Zelle®. To get started, log into My Synovus online or via the mobile app (2) and select “Send Money with Zelle.” Enter your email address or U.S. mobile phone number, accept terms and conditions, and you’re ready to start sending and receiving with Zelle.

   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 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 available to your recipient in minutes if they are already enrolled with Zelle®.

   To request money using Zelle®, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like, include an optional note, review and hit “Request”. If the person you are requesting money from is not yet enrolled with Zelle®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their U.S. mobile number.

   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 Synovus account, typically within minutes.

   If someone sent you money with Zelle® and 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 Synovus.
   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.

3. Is my information secure?
   Keeping your money and information secure is a top priority for Synovus. When you use Zelle® within My Synovus, your information is protected with the same technology we use to keep your Synovus account safe.

4. Who can I send money to 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.1

   Since money is sent directly from your Synovus account to another person’s bank account within minutes1, 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).

5. Can I pay a small business with Zelle®?
   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 My Synovus using just their email address or U.S. mobile number.

6. Does Synovus or Zelle® offer purchase protection?
   Neither Synovus 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.

7. I believe I’ve been a victim of a scam. Who should I contact?
   Please contact our customer support team at 1-888-SYNOVUS(796-6887) Qualifying imposter scams may be eligible for reimbursement.

8. Can I use Zelle® internationally?
   In order to use Zelle®, the sender and recipient’s bank or credit union accounts must be based in the U.S.

9. Can I reverse or cancel a payment?
   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 1-888-SYNOVUS(796-6887) for assistance with canceling the pending payment.

   If the person you sent money to has already enrolled with Zelle® through their bank or credit union’s mobile app/online banking, 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 1-888-SYNOVUS(796-6887) to determine what options are available.

10. Are there any fees to send money using Zelle®?
    

    No, Synovus does not charge any fees to use Zelle® in My Synovus.

    Your mobile carrier’s messaging and data rates may apply.

11. Are there any limits for sending and receiving money with Zelle®?
    The With Zelle®, money paid from your account(s) cannot be more than $1,000 per day, or more than $10,000 in the last 30 calendar days.

12. What if I want to send money to someone whose bank or credit union doesn’t offer Zelle®?
    As of March 31, 2025, all users must be enrolled through one of the more than 2,200 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 Zellepay.com. If their bank or credit union is not listed, we recommend you use another payment method at this time.

13. How do I use a Zelle® QR code?
    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 share your QR code with a friend:

From the mobile app,

1. Log in to My Synovus app2 and tap Money Movement.
2. From the menu shown, select Send Money with Zelle®
3. View your Zelle® settings and tap your QR code twice
4. Now, you can view your QR code and share it with a friend via text, email or printing it

From desktop,

1. Log into My Synovus
2. Click Send Money with Zelle®
3. Next, go to your Zelle® settings
4. Click Zelle® QR code and your QR code will be displayed under My Code
5. Now, you can view your QR code and share it with a friend via text, email or printing it

To receive money with your QR code:

From the mobile app,

1. Log in to My Synovus app 2 and tap Money Movement.
2. From the menu shown, select Send Money with Zelle®
3. View your Zelle® settings and tap your QR code twice
4. Now, you can present your QR code to be scanned or share your code with a friend via text, email or printing it

To scan a friend’s QR code, follow these steps:

From the mobile app,

1. Log in to My Synovus app 2 and tap Money Movement
2. Select Send Money with Zelle®
3. Tap the QR code icon and allow access to your mobile phone’s camera
4. Point your camera at the recipient’s Zelle® QR code and enter an amount to send
5. Review the amount and then tap Send, and your money is on its way!

While you’ll need to use your phone to scan and send QR codes, you can send and receive money using Zelle® on any of your devices, just as you have in the past.