Zelle® FAQs

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 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.1
  • What types of payments can I make 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 Lake City 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 Lake City Bank 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.
  • Who can I send money to with Zelle®?
  • You can send money to friends, family and others you trust1 even if they have a different bank or credit union.

    Since money is sent directly from your Lake City 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.
  • What if I want to send money to someone whose bank or credit union 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.
  • 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 types of transactions are potentially high risk (just like sending cash to a person you don’t know is high risk). Neither Lake City Bank 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.
  • How does Zelle® work?
  • When you enroll with Zelle through Lake City Bank Digital, your name, the name of your bank/credit union and the email address or U.S. mobile number you enrolled is shared with Zelle (no sensitive account details are shared – those stay with Lake City 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 Lake City Bank of the incoming payment. Lake City Bank then directs the payment into your Lake City Bank account, all while keeping your sensitive account details private.
  • How do I get started?
  • It’s easy — Zelle is already available within Lake City Bank Digital! Check our app or sign in on a computer and follow a few simple steps to enroll with Zelle today.
  • What if I get an error message when I try to enroll an email address or U.S. mobile number?
  • Your email address or U.S. mobile number may already be enrolled with Zelle at another bank or credit union. If you would like to move your email address or U.S. mobile phone number from the financial institution where you initially enrolled with Zelle, simply click Transfer when prompted during the Zelle enrollment process and confirm your desired changes.

    Once you transfer your email address or U.S. mobile phone number, it will be connected to your bank account at the financial institution you selected, and you can start sending and receiving money with Zelle right away.
  • How do I use Zelle®?
  • You can send, request or receive money with Zelle. To get started, log into Lake City Bank Digital and select Send Money with Zelle® from the Transfers/Payments menu. Following the prompts, enter the information requested, accept the 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 minutes.1

    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.2 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 mobile phone number.

    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. If you have already enrolled with Zelle, you do not need to take any further action. The money will be sent directly into your Lake City Bank account, typically within minutes.1
  • Will the person I send money to be notified?
  • Yes! They will receive an email or text message notification via the email or U.S. mobile number they used to enroll with Zelle.
  • 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.
  • Someone sent me money with Zelle®. How do I receive it?
  • If you have already enrolled with Zelle, you do not need to take any further action. The money will move directly into your Lake City Bank account, typically within minutes.1

    If you have not yet enrolled with Zelle, click on the link provided in the payment notification you received via email or text message. Select Lake City Bank, then 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.
  • How long does it take to receive money with Zelle®?
  • 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 be sent 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 Lake City Bank One Call Center a call at (888) 522-2265 or get in touch through our Contact Us page so we can help you.
  • Can I 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 you do not see this option available, please contact the Lake City Bank One Call Center at (888) 522-2265 for assistance with canceling the pending 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 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 the One Call Center at (888) 522-2265 so we can help you.
  • Is my information secure?
  • Keeping your money and information safe is a top priority for Lake City Bank. When you use Zelle within Lake City Bank Digital, your information is protected with the same technology we use to keep your Lake City Bank account safe.
  • 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 Lake City Bank Digital using just their email address or U.S. mobile number.

    Neither Lake City Bank nor Zelle offers a protection program for any authorized payments made with Zelle, so you should only send money to people (and small businesses) you trust. Also, always ensure you've used the correct email address or U.S. mobile number when sending money.


1U.S. checking or savings account required to use Zelle®. Transactions between enrolled users typically occur in minutes and generally do not have fees.
2In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle®.
 
Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

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