Zelle

Send money in the moment.

SEND

Your student needs just one more book – When life’s unexpected obstacles get in the way, easily send money to those who need it.

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."

REQUEST

Your friend forgets his wallet – Don’t worry about covering your friends, Zelle lets you request money and get paid back quickly.

Send your friend a request and a way to pay you back directly with Zelle. Just enter their U.S. mobile number or email address, the amount they owe you, and hit send (if your friend isn't enrolled yet, you can only send a request using their email address). When your friend pays, the money will appear in your Sugbuanon Bank, Inc account.

SPLIT

For birthday dinners without the math – Split the cost of a bill.

Zelle makes it easy to quickly split the cost of a bill with a built-in calculator. Just tap the "split" button, select the people in your group and enter the total amount you want to split. Zelle sends a request to everyone for their share (If your friend isn't enrolled yet, you can only send a request using their email address).

1. What is Zelle?

2. Who can I send money to with Zelle?

You can send money to friends, family, and others you trustⁱⁱ.

Since money is sent directly from your bank account to another person’s bank account within minutesⁱ, 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.

3. How do I use Zelle?

You can send, request, or receive money with Zelle. To get started, log into your mobile banking app and select “Send Money with Zelle®”. 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 minutesⁱ.

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”ⁱⁱⁱ.

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 minutesⁱ.

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 Sugbuanon Bank, Inc.
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 neighborⁱⁱ.   

Since money is sent directly from your bank account to another person’s bank account within minutesⁱ, Zelle should only be used to send money to friends, family, and others you trust.

Neither Sugbuanon Bank, Inc, 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.

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

Sugbuanon Bank, Inc doesn’t charge a fee to send or receive money with Zelle^iv, however, there may be scenarios where using Zelle may incur charges. For example:

• If you send a transaction for which you have insufficient funds to cover the transaction, non-sufficient funds (NSF) fees may apply.
• If you initiate transactions from a savings account, excessive transaction fees could apply (see Fee Schedule).

7. How do I get started?

It’s easy — Zelle is already available within your 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 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.

9. How does Zelle work?

When you enroll with Zelle through your mobile 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). 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 your financial institution of the incoming payment. Your financial institution 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 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 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, we recommend contacting the recipient and requesting the money back. If you aren’t able to get your money back, call our customer support team team so we can help you.

12. How long does it take to receive money with Zelle?

Money sent with Zelle is typically available to an enrolled recipient within minutesⁱ.

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 minutesⁱ.

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.

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. 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.

16. What if I receive 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.

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.

17. 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 your mobile banking app using just their email address or U.S. mobile number.

Neither Sugbuanon Bank, Inc, 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.