PAYMENT TROUBLESHOOTING TIPS
BANK NOT LISTED AS ZELLE PARTNER
Don’t see your bank or credit union listed? Don’t worry! Zelle’s network of parcipang nancial instuons is
always growing, and you can sll use Zelle by downloading the Zelle app for Android and iOS.
To enroll with the Zelle app, enter your basic contact informaon, an email address and U.S. mobile number, and
a Visa or Mastercard debit card with a U.S. based account. We do not accept debit cards associated with
internaonal deposit accounts or any credit cards.
NOTE: IIE only uses your email address to send the funding to you, so please make sure your Zelle and Bank
account are verifying you using your email address. Having both an email and a telephone number selected for
vericaon is ne.
You should receive a vericaon email conrming that it is you making the account, followed by a conrmaon
email or noce that the transfer is being processed.
If you recently enrolled with Zelle and receive a nocaon that your scholarship funds are ready to be
accepted, it may take one to three business days aer you enroll for the money to be available. If you previously
enrolled with Zelle, your scholarship funding should be available or shown as pending in your account
immediately aer you receive nocaon that your scholarship funds are ready to be accepted.
WHEN TRYING TO ENROLL WITH ZELLE, I RECEIVED A MESSAGE SAYING THAT I WAS ALREADY ENROLLED. WHY?
There are a couple of reasons why you may be receiving this message:
• Your email address is already enrolled with a bank or credit union
• Your email address is already enrolled with clearxchange.com
In order to enroll with a dierent bank or credit union, or in the Zelle app, your email address must be removed
from where it was inially enrolled. To do so, contact the customer support team of where you inially enrolled
and ask to remove your email address. If you aren’t sure where you inially enrolled, call Zelle customer
support at 844-428-8542 or at the Zelle customer support page.
Once completed, you may enroll that email address and start sending and receiving money with Zelle.
I’M HAVING TROUBLE ENROLLING WITH ZELLE. WHAT SHOULD I DO?
If you’re unable to enroll your debit card and receive a message stang “Prole Locked: For security reasons
your account had been locked. Please contact customer service,” there are a few things you should do.
First, make sure that you are only enrolling a Visa or Mastercard debit card ed to a bank account in the U.S. You
will not be able to enroll business debit cards, credit cards, cards linked to internaonal accounts, gi cards or
pre-paid cards from nancial instuons outside of the Zelle Network.
Next, ensure that the informaon you are entering matches exactly what is on le for your debit card with your
bank or credit union. This includes:
• Name as it appears on your debit card
• Address, city, state, zip code
• Debit card number
• Expiraon date
• CVV number
If you’re sll experiencing technical dicules, you should contact your bank or credit union to verify the debit
card informaon they have on le. Once you have veried the informaon, please aempt to enroll again.
I DON’T HAVE A CHECKING ACCOUNT, CAN I USE A SAVINGS ACCOUNT?
Yes! When you register through the Zelle mobile app and not through a bank’s mobile app or online banking, the
Zelle app does support debit cards, checking, and savings accounts. However, your bank will determine which of
your accounts are eligible, so check with your bank before you register. Zelle does not accept credit cards,
internaonal debit cards or internaonal deposit accounts. Checking accounts must be based in the U.S.
Please make sure the email associated with your Gilman payment informaon, your bank, and Zelle is the same
and your savings account number in the Zelle app matches what is listed with your bank.
I’M RECEIVING AN ERROR MESSAGE THAT MY CARD IS INELIGIBLE. WHY?
First, make sure that you are enrolling a Visa or Mastercard debit card ed to a bank account in the U.S. You will
not be able to enroll business debit cards, credit cards, cards linked to internaonal accounts, gi cards or pre-
paid cards from nancial instuons outside of the Zelle Network. The informaon you are entering for this card
(zip code, name, etc.) must match the informaon that your bank or credit union has about the card. If you
believe there is an error with this informaon, please contact the customer service phone number on the back
of your card to have them verify this informaon for you.
Sll geng an error? Some debit cards don’t yet have the capability to receive money in minutes. Those debit
cards that are not ‘fast funds enabled’ can’t be used with Zelle. Your debit card may work in the future as more
and more banks and credit unions are enabling their debit cards to have the ability to receive money in minutes.
To start using Zelle now, we recommend trying a dierent Visa® or Mastercard® debit card from your bank or
credit union, or, if you don’t have one, you can try using a debit card from a dierent bank or credit union.
Please note: Zelle does not currently support debit cards linked to accounts based in a U.S. Territory. U.S.
Territories include American Samoa, Guam, Northern Mariana Islands, Puerto Rico, and the U.S. Virgin Islands.
I ALREADY HAVE A ZELLE ACCOUNT WITH MY BANK.
An email can only be associated with one bank account in Zelle. If the email you conrmed in your Payments le
is associated with the wrong bank account in Zelle, you will need to contact the Gilman Program to update your
Gilman account, OR you can go to your Zelle sengs to update the default email to match the bank account you
wish the funding to go to. (You must be the account holder.)
WHY CAN’T I USE THE ZELLE APP ANYMORE?
The Zelle app will soon only be available to users whose banks and credit unions do not oer Zelle directly to
their customers. Because your nancial instuon oers Zelle, you can use it directly through your banking app
(and online banking, if available) to send and receive money.
I ALREADY HAVE THE ZELLE APP, WHAT SHOULD I DO NOW SO I CAN CONTINUE USING ZELLE?
Please start using Zelle within your banking app! Access Zelle in your banking app to get started. Once you’re
enrolled with Zelle through your bank or credit union, you should be able to see your Zelle transacon history in
your banking app. In the meanme, you’ll able to see your Zelle payment and transacon history by checking
your bank statements.
Lots of banks and credit unions oer Zelle under the “Transfers” secon in their banking app. Try searching for a
secon in your banking app labeled “Transfers,” or ask your nancial instuon if you need help nding Zelle in
your banking app.
I ALREADY HAVE THE ZELLE APP, WHAT HAPPENS IF I DON’T DO ANYTHING?
The Zelle app will soon only be available to users whose banks and credit unions do not oer it directly to their
customers through their banking app. To connue using Zelle, you will need to begin accessing Zelle through
your banking app. If you're prompted to re-enroll with Zelle through your nancial instuon, just follow the
steps within your banking app to enroll your email. You may also visit enroll.zellepay.com and search for your
bank or credit union.
I HAVE A PENDING PAYMENT AND I’M CURRENTLY ENROLLED IN THE ZELLE APP. THE APP KEEPS TELLING ME TO
GO TO MY BANK OR CREDIT UNION. HOW CAN I RECEIVE MY FUNDS?
Follow the prompt in the Zelle app and enroll with Zelle through your nancial instuon’s banking app or
website. Please note that when you are no longer able to use the Zelle app, any pending payment request will
be cancelled. Once you’re enrolled in Zelle through your nancial instuon, contact the Gilman Program and
request that your payment be reissued.