Zelle® frequently asked questions
What is Zelle?
Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes1 using My Synovus digital banking. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank2.
Will you charge a fee for using Zelle?
No, customers will not be charged fees for using Zelle in My Synovus.
Who can I send money to with Zelle?
You can access Zelle via My Synovus and 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 ensure you’ve used the correct email address or U.S. mobile number.
I’ve typically used Popmoney for person-to-person payments. What do I need to do?
You can expect information such as your name, email address and U.S. mobile number to transfer automatically to Zelle once you complete a quick one-time enrollment. To get started sending money with Zelle, there are a few things you need to do to get prepared, such as review your scheduled or recurring Popmoney® payments, and review updates to the My Synovus Agreement which went into effect on October 15, 2020. You’ll need to re-accept the latest Terms & Conditions upon your first log-into My Synovus. Find more details here on how to prepare.
Will my scheduled and recurring payments move to Zelle?
Future dated Popmoney® payments will still be sent with Zelle, but there will be some exceptions.5 Any scheduled payments using “Charitable Giving” will be canceled. You can expect to be notified if your payments have been canceled.
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 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 phone number), add the amount you’d like to send and an optional note, review, then hit “Send.” In most cases, the money is available to your recipient in minutes1.
To request money using Zelle, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review, and hit “Request”.3
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.
Are there limits to the amount of money I can send with Zelle?
With Zelle, money sent from your account(s) cannot be more than $2,500 per day, or more than $20,000 in the prior 30 calendar days.
If someone sends me money with Zelle, how will I receive it?
If you have already enrolled with Zelle, you won’t need to take any further action. The money will move directly into your bank account, typically within minutes1.
If you have not yet enrolled with Zelle, you’ll need to follow these steps:
- Click on the link provided in the payment notification you received via email or text message.
- Select Synovus
- 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.
What types of payments will I be able to make with Zelle?
Zelle is an easy way to send money to family, friends, and other people you know and trust2.
Since money is sent directly from your bank account to another person’s bank account within minutes1, Zelle should only be used to send money to friends, family and others you trust.
Neither Synovus nor Zelle offer a protection program for any authorized payments made with Zelle.
Are there any fees to send money using Zelle?
Synovus does not charge any fees to use Zelle4.
What if I want to send money to someone whose bank doesn’t offer Zelle?
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.
How does Zelle work?
When you enroll with Zelle through My Synovus digital banking, 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 Synovus only). 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 Synovus of the incoming payment. Then, the payment is directed into your bank 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.
Will I be able to 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 can’t be canceled. This is why 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 when sending money.
If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. Always check to ensure you’ve entered the correct phone number and email address when adding a contact.
How long does it take to receive money with Zelle?
Money sent with Zelle 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 move directly to your recipient’s account, typically within minutes1.
If your payment is 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.
If you still have trouble, you can send a secure message through My Synovus, or call us at 1-888-SYNOVUS (796-6887).
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 our top priority. When you use Zelle, your information is protected with the same technology we use 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 transactions are potentially high risk (just like sending cash to a person you don’t know is high risk), and are not recommended, as your funds may not be recoverable. Neither Synovus 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.