Zelle®

1. What is Zelle^®?

Zelle^® is a convenient way to send and receive money with friends, family and others you trust through your bank or credit union's mobile app or online banking. All you need is your recipient's email address or U.S. mobile number, and money will be available to use in minutes if they're already enrolled with Zelle^®. Your account information and activity stay private. Zelle^® is available in over 2,200 bank and credit union apps, so you can send money to friends and family even if they don't bank at Parkway Bank.¹

2. Who can I send money to 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 Parkway 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).

3. How do I use Zelle^® ?

You can send, request, or receive money with Zelle^®. To get started, log into Parkway Bank’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 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(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”.²

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^®.  

4. 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.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 Parkway 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.

5. 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 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 Parkway Bank 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.

6. Are there any fees to send money using Zelle^®?

Parkway Bank does not charge any fees to use Zelle^®.³

7. How do I get started?

It’s easy — Zelle^® is already available within Parkway Bank’s mobile banking app! Check our app and follow a few simple steps to enroll with Zelle^® today.

8. What if I want to send money to someone whose bank doesn’t offer Zelle^®?

As of March 31, 2025, all users must be enrolled through one of the more than 2,200 banks and credit unions that offer Zelle^® in order to send and receive money. You can find a full list of participating banks and credit unions live with Zelle^® at Zellepay.com. If their bank or credit union is not listed, we recommend you use another payment method at this time.

9. How does Zelle^®  work?

When you enroll with Zelle^® through the Parkway Bank 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 Parkway 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 Parkway Bank of the incoming payment. Parkway Bank then directs the payment into your bank account, all while keeping your sensitive account details private.

10. Can I use Zelle^® internationally?

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

11. Can I reverse or cancel a payment?

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 a payment is still pending because the recipient hasn't 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 1-888-498-9800 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 know and trust, and to 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 1-888-498-9800 to determine which options are available.

12. 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 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 Parkway Bank customer support team a call toll-free at 1-888-498-9800 or get in touch through our support page.

13. Will the person I send money to be notified?

Yes! They will receive a notification via email or text message.

14. Is my information secure?

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

15. 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^® 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 Parkway 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.

16. 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. Call our customer support team and ask them to move your email address or U.S. mobile phone number to Parkway Bank so you can use it for Zelle^®.

Once customer support moves your email address or U.S. mobile phone number, it will be connected to your Parkway Bank account, so you can start sending and receiving money with Zelle^® through the Parkway Bank mobile banking app and online banking. Please call Parkway Bank customer support toll-free at 1-888-498-9800 for help.

17. Does Parkway Bank or Zelle^® offer purchase protection?

Neither Parkway 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.

18. I believe I've been a victim of a scam. Who should I contact?

Please contact our customer support team at 1-888-498-9800. Qualifying imposter scams may be eligible for reimbursement.

 

1 To send or receive money with Zelle^®, both parties must have an eligible checking or savings account. Transactions between enrolled users typically occur in minutes.
2 In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle^®.
3 Mobile carrier fees may apply.

Enroll with Zelle^®  and get your money moving.

Unlock more convenience from your mobile banking app by using Zelle^®. Enjoy the benefits of a fast, safe and easy way of sending and receiving money in minutes.¹

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