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Zelle® FAQs

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Q: What is Zelle?

A: 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 trust, regardless of where they bank.2

Q: Who can I send money to with Zelle?

A: You can send money to friends, family and others you trust.2

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 phone number.

Q: How do I use Zelle?

A: You can send, request, or receive money with Zelle. To get started, log into your Johnson Bank Mobile app and select “+” and “Zelle”. Enter your email address or U.S. mobile phone number, receive a oneā€time verification code, enter it, 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 existing Zelle 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 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.”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.

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

A: 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 Johnson Financial Group.
  3. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile phone number where you received the payment notification—you should enroll with Zelle using that email address or U.S. mobile phone number to ensure you receive your money.

Q: What types of payments can I make with Zelle?

A: 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,1 Zelle should only be used to send money to friends, family and others you trust.

Neither Zelle, nor Johnson Financial Group, 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. If you have never met the person or aren't sure you will get what you paid for, we recommend you do not use Zelle as payment.

Q: Are there any fees to send money using Zelle?

A: Johnson Financial Group does not charge any fees to use Zelle.4

Q: How do I get started?

A: It's easy—Zelle is already available within your Johnson Bank Mobile app! Check our app and follow a few simple steps to enroll with Zelle today. To use the Johnson Bank Mobile app, you must enroll in eBanking.

Q: What if I want to send money to someone whose bank doesn't offer Zelle?

A: 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.

Q: How does Zelle work?

A: When you enroll with Zelle through your Johnson Bank Mobile app, your name, the name of your bank, and the email address or U.S. mobile phone number you enrolled is shared with Zelle (no sensitive account details are shared—those stay with Johnson Financial Group). When someone sends money to your enrolled email address or U.S. mobile phone number, Zelle looks up the email address or mobile phone number in its “directory” and notifies Johnson Bank of the incoming payment. Johnson Bank then directs the payment into your bank account, all while keeping your sensitive account details private.

Q: Can I use Zelle internationally?

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

Q: Can I cancel a payment?

A: If your recipient has not yet enrolled with Zelle, the payment will remain pending and the money will not move from your account. If the recipient does not enroll within 14 days, the payment will expire, and the transaction will need to be made again.

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 trust, and always ensure you've used the correct email address or U.S. mobile phone number when sending money.

If you sent money to the wrong person, we recommend contacting the recipient and requesting the money back. Neither Zelle, nor Johnson Financial Group, offers a protection program for any authorized payments made with Zelle.

Q: How long does it take to receive money with Zelle?

A: Money sent with Zelle is typically available to an enrolled recipient within minutes.1

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 minutes.1

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.

Still having trouble? Please give the Johnson Financial Group Customer Support Center a call at 888.769.3796.

Q: Will the person I send money to be notified?

A: Yes! They will receive a notification via email or text message of your payment, or if they are not enrolled in Zelle, an invitation that includes instructions on how to enroll.

Q: Is my information secure?

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

Q: I'm unsure about using Zelle to pay someone I don't know. What should I do?

A: 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 Johnson Financial Group 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.

Q: What if I get a message that my email address or U.S. mobile phone number is linked to a different financial institution when I try to enroll?

A: Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union.  If you receive a message that says you are already linked to a different financial institution, you’ll need to choose to use a different email address or U.S. mobile phone number or transfer your email address or U.S. mobile phone number to the Johnson Bank Mobile app.  Zelle only allows an email address or U.S. mobile phone number to be enrolled at one financial institution at a time. Please call the Johnson Financial Group Customer Support Center at 888.769.3796 for assistance.

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Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

1 Transactions typically occur in minutes when the recipient's email address or U.S. mobile number is already enrolled with Zelle.

2 Must have a bank account in the U.S. to use Zelle.

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

4 Mobile carrier fees may apply.