ZELLE® Online Banking

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. With just an email address or U.S. mobile phone number, you can send money to people you know and trust, regardless of where they bank.

  Who can I send money to with Zelle?

  You can send money to friends, family and people you know. We recommend you ask people to enroll with Zelle before you send them money—this will help them get your payment more quickly. Since money is sent directly from your bank account to another person’s bank account within minutes, 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. Zelle should only be used to send money to friends, family or others you trust.

  How do I use Zelle?

  You can send, request, or receive money with Zelle. To get started, log into First National Bank of Brookfield’s mobile app and select Send Money with Zelle®. Enter your email address or U.S. mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you’re finished.

  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 memo, review, then hit “Send.” In most cases, the money is available to your recipient in minutes.

  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”.

  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.

  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 bank account, typically within minutes.

  If you have not yet enrolled with Zelle, follow these steps:

  • Click on the link provided in the payment notification you received via email or text message.
  • Select First National Bank of Brookfield.
  • 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 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.

  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 Zelle nor First National Bank of Brookfield offer a protection program for any authorized payments made with Zelle—for example, if you do not receive what you paid for or the item you receive is not as described or as you expected.

  Are there any fees to send money using Zelle?

  First National Bank of Brookfield does not charge any fees for using Zelle.

  How do I get started with Zelle?

  It’s easy—Zelle is already available within First National Bank of Brookfield’s mobile banking app! Check our app and follow a few simple steps to enroll with Zelle today. We recommend you enroll before someone sends you money—this will help you get your first payment faster.

  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 mobile or online banking through the First National Bank of Brookfield app, 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 First National Bank of Brookfield). 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 First National Bank of Brookfield of the incoming payment. First National Bank of Brookfield then directs the payment 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.

  Can I cancel a payment?

  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 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, we recommend contacting the recipient and requesting the money back. It is important to only send money to people you trust, and always ensure you’ve used the correct email address or U.S. mobile number. Neither Zelle nor First National Bank of Brookfield are responsible for any amounts that are transferred to the incorrect person as a result of you entering the incorrect mobile number or email address. Be sure to always double check the email or phone number of the user you’re sending money to. Nether First National Bank of Brookfield 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 long does it take to receive money with Zelle?

  Money sent with Zelle is typically available to an enrolled person within minutes1. Ask your friends and family to enroll with Zelle before you send them money—this will help them get your payment more quickly.

  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 into your recipient’s account. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes.

  If your payment is still 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 First National Bank of Brookfield customer support a call toll-free at (708) 485-2770

  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 a top priority for First National Bank of Brookfield. When you use Zelle within our mobile app, your information is protected with the same technology we use to keep your bank account safe.

  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 phone number may already be enrolled with Zelle at another bank or credit union. Follow the instructions on the page to move your email address or U.S. mobile phone number to First National Bank of Brookfield so you can use it for Zelle.

  Once your email address or U.S. mobile phone number are moved, it will be connected to your First National Bank of Brookfield account so you can start sending and receiving money with Zelle. Please call First National Bank of Brookfield customer support toll-free at (708) 485-2770 for help.