Zelle® FAQ

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 PlainsCapital Bank.¹

You can send, request, or receive money with Zelle^®. To get started, log into the PlainsCapital mobile banking app, select the plus (+) sign, and click “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 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,” select the individual from whom you’d like to request money, enter the amount you’d like, include an optional note, review and hit “Request”. If the person you are requesting money from is not yet enrolled with Zelle^®, you must use their email address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their U.S. mobile number.

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 PlainsCapital Bank account, typically within minutes. To view your enrollment information, log into our PlainsCapital mobile app, click on the plus (+) sign, and select Zelle^®. Choose the settings button in the lower right corner.

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.  Never click on a link that you were not expecting, only follow these instructions if you were expecting the payment. Contact us immediately if you receive a Zelle^® request that you did not expect.
2. Select PlainsCapital 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 PlainsCapital Bank. When you use Zelle^® within our mobile app, your information is protected with the same technology we use to keep your PlainsCapital Bank account safe.

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 PlainsCapital 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 the PlainsCapital Bank app using just their email address or U.S. mobile number.

Neither PlainsCapital Banker 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 866.762.8392. In some circumstances, you 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, you will not be able to cancel the payment. Please contact our customer support team at 866.762.8392 for assistance with reporting any errors, but there is no guarantee that funds will be recovered.

If the person you sent money to has already enrolled with Zelle^® through their bank or credit union’s mobile app, 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 866.762.8392 to determine what options are available.

No, PlainsCapital Bank does not charge any fees to use Zelle^® in the mobile app.

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

The dollar amount of funds that you may send may vary depending on the type of account from which the funds are sent and/or the transaction history for the recipient. If you need to increase your spending limit, please speak to one of our bank officers.

At PlainsCapital Bank, there are no limits to the amount of money you can receive with Zelle^®. However, remember that the person sending you money will most likely have limits set by their own financial institution on the amount of money they can send you.

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. 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 Zellepay.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 to the right person, without typing an email address or U.S. mobile number.

To locate your Zelle^® QR code, log into the PlainsCapital Bank mobile app, click the plus (+) sign and select “ Zelle^®”. Next, go to your “Zelle^® settings” and click “Zelle^® QR code” and your QR code will be displayed under “My Code”. From here you can view your QR code and use the print or share icons to text, email or print your Zelle^® QR code. To receive money, share your Zelle^® QR code.

To send money, log into the PlainsCapital Bank mobile app, click “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.

Money sent with Zelle^® is typically available to an enrolled person within minutes*. 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 to 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 has been pending and has not sent, 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 PlainsCapital Bank customer support team a call toll-free at 866.762.8392 or get in touch through our Contact Us page.

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

Zelle^® is only available through the PlainsCapital mobile banking app at this time.

Your U.S. mobile number or email address may already be associated with Zelle^® through another financial institution. You can call PlainsCapital Bank customer support team and ask them to move your U.S. mobile number or email address to PlainsCapital so you can use it for Zelle^®. This will connect the desired U.S. mobile number or email address to your PlainsCapital account and you can start sending and receiving with Zelle^® through your PlainsCapital mobile banking app. For assistance with this issue, contact 866.762.8392.

Use Zelle^® responsibly and with caution. Zelle^® should only be used to send money to friends, family, or others you trust. Typing the wrong phone number or email address can result in a non-reversible payment of your money to a stranger. With Zelle^®, you can move money from your account to someone else’s within minutes*, so it’s important you know and trust the person you’re sending it to.

Neither PlainsCapital Bank nor Zelle^® offer a protection program for any authorized payments made with Zelle^® as a result of a customer entering an email address or U.S. mobile phone number incorrectly.

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

• Alert notifications will be sent to users via text message or email when money is sent.
• Users will be required to receive a security code text message on a mobile device registered with PlainsCapital Bank. If you receive a Zelle^® security code that you did not expect, or if someone has called you and requested your  Zelle^® security code, contact us immediately.
• Fraud analytics & behavior monitoring tools look for suspicious activity for payments and alerts PlainsCapital Bank when necessary.
• PIN creation and biometric recognition (Touch ID or Face ID) are alternative methods for login in addition to the traditional username and password.