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 minutes1 using My Synovus digital banking. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank1.

Will you charge a fee for using Zelle®?
No, customers will not be charged fees2 for using Zelle® in My Synovus.

Who can I send money to with Zelle®?
You can access Zelle® via My Synovus and send money to friends, family and others you trust1.

Since money is sent directly from your 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.

How do I use Zelle®?
You can send, request, or receive money with Zelle®. To get started, log into My Synovus online or via the mobile app2 and select “Send Money with Zelle®”. Enter your email address or U.S. mobile phone number, 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 minutes1.

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”.3

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®.

Are there limits to the amount of money I can send with Zelle®?
With Zelle®, money paid from your account(s) cannot be more than $1,000 per day, or more than $10,000 in the last 30 calendar days.

If someone sends me money with Zelle®, how will I receive it?
If you have already enrolled with Zelle®, you won’t need to take any further action. The money will be sent directly into your bank account, typically within minutes1.

If you have not yet enrolled with Zelle®, you’ll need to follow these steps:

1. Click on the link provided in the payment notification you received via email or text message.
2. Select Synovus
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.

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.4

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® through My Synovus digital banking, 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 Synovus only). 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 Synovus of the incoming payment. Then, the payment is directed into your bank account, all while keeping your sensitive account details private.

How do I use a Zelle® QR Code?

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

To share your QR code with a friend:

From the mobile app,

1. Log in to My Synovus app2 and tap Money Movement.
2. From the menu shown, select Send Money with Zelle®
3. View your Zelle® settings and tap your QR code twice
4. Now, you can view your QR code and share it with a friend via text, email or printing it

From desktop,

1. Log into My Synovus
2. Click Send Money with Zelle®
3. Next, go to your Zelle® settings
4. Click Zelle® QR code and your QR code will be displayed under My Code
5. Now, you can view your QR code and share it with a friend via text, email or printing it

To receive money with your QR code:

From the mobile app,

1. Log in to My Synovus app2 and tap Money Movement.
2. From the menu shown, select Send Money with Zelle®
3. View your Zelle® settings and tap your QR code twice
4. Now, you can present your QR code to be scanned or share your code with a friend via text, email or printing it

To scan a friend’s QR code, follow these steps:

From the mobile app,

1. Log in to My Synovus app2 and tap Money Movement
2. Select Send Money with Zelle®
3. Tap the QR code icon and allow access to your mobile phone’s camera
4. Point your camera at the recipient’s Zelle® QR code and enter an amount to send
5. Review the amount and then tap Send, and your money is on its way!

While you’ll need to use your phone to scan and send QR codes, you can send and receive money using Zelle® on any of your devices, just as you have in the past.

Can I reverse or cancel a payment?
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 [FI Phone Number] 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/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 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 call us immediately at 888-SYNOVUS (796-6887) so we can help you.

How long does it take to receive money with Zelle®?
Money sent with Zelle® is typically available to an enrolled recipient within minutes.

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.

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.

If you still have trouble, you can send a secure message through My Synovus, or call us at 1-888-SYNOVUS (796-6887).

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 our top priority. When you use Zelle®, your information is protected with the same technology we use to keep your bank account safe.

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 transactions are potentially high risk (just like sending cash to a person you don’t know is high risk), and are not recommended, as your funds may not be recoverable. Neither Synovus nor Zelle® offer 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.