Frequently Asked Questions

You can send, receive, or request money with Zelle^®. To get started, log into the Equity Bank Mobile App or online banking.

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 number), add the amount you’d like to send and an optional note, review, then hit “Send.” The recipient will receive an email or text message notification via the method they used to enroll with Zelle^®. Money is available to your recipient in minutes if they are already enrolled with Zelle^®.

To request money using Zelle^®, choose “Request,” enter their enrolled email address, U.S. mobile number or Zelle^® tag, confirm the recipient is correct and tap “Request.”

To receive money, just share your enrolled email address or U.S. mobile 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 Equity Bank account, typically within minutes.

If someone sent you money with Zelle^® and 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 Equity Bank.
3. 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.

Keeping your money and information secure is a top priority for Equity Bank. When you use Zelle^® within our mobile app or online banking, your information is protected with the same technology we use to keep your Equity Bank account secure.

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 Equity 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.

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).

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 your Equity Bank Mobile App or online banking using just their enrolled email address, U.S. mobile number, or Zelle^® tag.

Neither Equity Bank nor Zelle^® offers purchase protection for 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. Only send money to people and small businesses you trust and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

Please contact our customer support team at 1 (888) 733-5041. Qualifying imposter scams may be eligible for reimbursement.

In order to use Zelle^®, the sender and recipient’s bank or credit union accounts must be based in the U.S.

No, Zelle^® payments cannot be reversed.

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 our customer support team at 1 (888) 733-5041 for assistance with canceling the pending payment.

If the person you sent money to has already enrolled with Zelle^® through their bank or credit union’s mobile app or online banking, 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 our customer support team at 1 (888) 733-5041 to determine what options are available.

Customers utilizing a business profile may incur a fee to send and receive money with Zelle®. There is a $34.98 stop payment fee to cancel a Zelle® transaction that is still pending because the recipient hasn’t yet enrolled. If the recipient doesn’t enroll with Zelle® within 14 days, the payment will naturally expire, the funds will be returned to your account and no fees will be assessed.

Your mobile carrier’s messaging and data rates may apply.

As of March 31, 2025, all users must be enrolled through one of the more than 2,300 banks and credit unions that offer Zelle^® in order to send and receive money. The list of participating financial institutions is always growing. You can find the updated list of participating banks and credit unions live with Zelle^® at Zelle.com. If their bank or credit union is not listed, we recommend you use another payment method at this time.

Zelle^® QR code provides peace of mind knowing you can send and receive money, without typing or providing an email address or U.S. mobile number.

To locate your Zelle^® QR code, log into the Equity Bank Mobile App. In the main menu, select “Transfers”. Then “Send money with Zelle^®“. Click “Send,” then click on the QR code icon displayed at the top of the “Select Recipient” screen. Navigate to “My Code.” From here you can view and use the print or share icons to text or email your Zelle^® QR code.

To send money, log into the Equity Bank Mobile App. In the main menu, select “Transfers”. Then “Send money with Zelle^®“. Click “Send,” then click on the QR code icon displayed at the top of the “Select Recipient” screen. Once you allow access to your camera, simply point your camera at the recipient’s Zelle^® QR code, enter the amount, hit “Send,” and the money is on the way! When sending money to someone new, it’s always important to confirm the recipient is correct by reviewing the displayed name before sending money.

Eligible small business accounts can send, receive, or request money with Zelle^®. To get started, log into online banking and select “Transfers” from the main menu. Then “Send money with Zelle^®.” Enter your email address or U.S. mobile number, receive a one-time verification code, enter it, accept the terms and conditions, and you’re ready to start sending and receiving money with Zelle^®.

To send money with Zelle^®, simply select someone from your mobile device’s contacts (or add a trusted recipient’s email address or U.S. mobile 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 receive money using Zelle^® with a small business account, share your enrolled email address or U.S. mobile number with your customers and ask them to send you payment with Zelle^® right from their banking app. No need to share any sensitive account details. After the consumer sends you payment with Zelle^®, you will receive your money directly into your enrolled bank account.

To request money using Zelle^®, choose “Request,” enter their enrolled email address, U.S. mobile number or Zelle^® tag, confirm the recipient is correct and tap “Request.”

Eligible small business accounts can send, receive, or request money with Zelle^®. To get started, log into online banking, and select “Transfer and Pay” from the main menu. Then “Send money with Zelle^®.” If you don’t see Zelle^®, please call our customer support team at 1 (888) 733-5041.

Yes, at Equity Bank there is a $1 fee to use Zelle® with a small business account. Your mobile carrier’s messaging and data rates may apply.

Neither Equity Bank nor Zelle^® offers purchase protection for 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. Only send money to people and small businesses you trust and always ensure you’ve used the correct email address or U.S. mobile number when sending money.

No, Zelle^® payments cannot be reversed.

You can only cancel a payment if the small business or consumer 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 our customer support team at 1 (888) 733-5041 for assistance with canceling the pending payment.

If you send money to a small business or consumer that 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, please immediately call our customer support team at 1 (888) 733-5041 to determine what options are available.

Please contact our customer support team at 1 (888) 733-5041. Qualifying imposter scams may be eligible for reimbursement.

Keeping your money and information secure is a top priority for Equity Bank. When you use Zelle^® within our mobile app or online banking, your information is protected with the same technology we use to keep your Equity Bank account secure.

In order to use Zelle^®, the sender and recipient’s bank or credit union accounts must be based in the U.S.

There are a few ways you can encourage your customers to pay you with Zelle^®.

• Tell customers verbally that you accept payments with Zelle^®, and that they can easily send you money right from their banking app.
• Include it on an invoice. We recommend adding “I accept payments with Zelle^®” or “Pay me with Zelle^®”.
• Use Zelle^® to request money from your customers (which will send them a notification telling them you’ve requested payment with Zelle^®).

Zelle^® QR code provides peace of mind knowing you can send and receive money, without typing or providing an email address or U.S. mobile number.

To locate your Zelle^® QR code, log into the Equity Bank Mobile App. In the main menu, select “Transfers”. Then “Send money with Zelle^®“. Click “Send,” then click on the QR code icon displayed at the top of the “Select Recipient” screen. Navigate to “My Code.” From here you can view and use the print or share icons to text or email your Zelle^® QR code.

To send money, log into the Equity Bank Mobile App. In the main menu, select “Transfers”. Then “Send money with Zelle^®“. Click “Send,” then click on the QR code icon displayed at the top of the “Select Recipient” screen. Once you allow access to your camera, simply point your camera at the recipient’s Zelle^® QR code, enter the amount, hit “Send,” and the money is on the way! When sending money to someone new, it’s always important to confirm the recipient is correct by reviewing the displayed name before sending money.

A Zelle^® tag is a unique identifier that you create, much like a username, that allows you to get paid with Zelle^® without having to provide your contact information. Your Zelle^® tag should be:

• Six to 40 characters.
• May include letters, numbers, and hyphens, but no other special characters or spaces.
• Is not case sensitive.

To start, think of a Zelle^® tag that fits with your small business. For example, if your small businesses name is ABC Company, you might select abc-company as your Zelle^® tag. Then, click “Zelle^® Preferences,” click “Create a Zelle^® tag” and follow the steps to secure your Zelle^® tag. You can now share your custom Zelle^® tag and start getting paid without providing your enrolled email address or U.S. mobile number.

You can also send money to an eligible small business, supplier or vendor if they are enrolled with Zelle^® through their financial institution’s app. Find Zelle^® in the Equity Bank Mobile App, click “Send,” and from the “Select Recipient” screen, type the recipient’s Zelle^® tag. Then, enter the amount, hit “Send,” and the money is on the way. When sending money to someone new, it’s always important to confirm the recipient is correct by reviewing the contact’s name that is displayed before sending money.