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Zelle® FAQs

General

Getting Started

Sending and Receiving Money

Security

Additional Information

General

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. With just an email address or U.S. mobile phone number, you can send money to people you know and trust, regardless of where they bank2. Ask your recipient to enroll with Zelle before you send them money – this will help them get your payment more quickly.

How does Zelle work?
You must enroll in BillPay through Online Banking prior to enrolling with Zelle. When you enroll with Zelle through South State Online Banking or the South State 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 bank of the incoming payment. Your bank then directs the payment into your bank account, all while keeping your sensitive account details private.

Can I use Zelle internationally?
In order to use Zelle, the sender and recipient’s bank accounts must be based in the U.S. (does not include U.S. territories)


Getting Started

How do I get started?
It’s easy – Zelle is already available within the South State Mobile App and Online Banking!

Before enrolling with Zelle, you must enroll in BillPay via Online Banking. After enrolling in BillPay, you can access Zelle in Online Banking by selecting Send Money, clicking Send money with Zelle®, and following the steps to enroll with Zelle. To enroll with Zelle through the Mobile App, select Transfer & Pay within the app, click Make and manage payments, then click Send money with Zelle®.

We recommend you enroll before someone sends you money – this will help you get your first payment faster.

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 number 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 do I use Zelle?
You can send, request or receive money with Zelle.

To get started, make sure you have enrolled in BillPay through Online Banking. After enrolling in BillPay, you can access Zelle in Online Banking by selecting Send Money, clicking Send money with Zelle®, and following the steps to enroll with Zelle. To enroll with Zelle through the Mobile App, select Transfer & Pay within the app, click Make and manage payments, then click Send money 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, include an optional note, review and press Send. In most cases, the money is available to your recipient in minutes.1

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 press Request.4

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.

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. You can call our Customer Care team at (800) 277-2175 and ask them to move your email address or U.S. mobile phone number to South State so you can use it with Zelle.

Once we move your email address or U.S. mobile phone number, it will be connected to your bank account so you can start sending and receiving money with Zelle. Please call Customer Care for assistance.


Sending and Receiving Money

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 neighbor2.

Since money is sent directly from your bank account to another person’s bank account within minutes1, Zelle should not be used to send money to people you don’t know or trust.

Neither South State nor Zelle offer 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.

Who can I send money to with Zelle?
You can send money to friends, family and people you know2. We recommend you ask people to enroll with Zelle before you send them money – this will help them get your payment more quickly1.

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.

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 minutes1.

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 your 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® with that email address or U.S. mobile number to ensure you receive your money.

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 select Cancel This Payment.

If you sent money to someone who is 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’re using 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, please contact Customer Care at (800) 277-2175.

How long does it take to receive money with Zelle?
Money sent with Zelle is typically available to an enrolled person within minutes1. 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 into your recipient’s account. Once their first payment completes, your recipient will be able to receive future payments faster, typically within minutes1.

If your payment is still 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 contact Customer Care at (800) 277-2175.

Will the person I send money to be notified?

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


Security

Is my information secure?

Yes. Keeping your money and information safe is a top priority for South State Bank. When you use Zelle within the South State Mobile App or Online Banking, 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 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 South State nor Zelle offer 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.

Don’t have our mobile app?
You can download the South State Mobile App from the App Store or Google Play.3

Additional Information

My email or U.S. mobile phone number needs to be updated in Zelle. How do I update it?
You can update your contact information for use with Zelle by logging in to Online Banking.

After logging in, select Send Money and then click Send Money with Zelle®. Select Settings to update your contact information (email or U.S. mobile phone number). Please note, at this time, you are unable to update your contact information for Zelle within Mobile Banking.

Can a payment be stopped? Is there a fee?
Please keep in mind money is sent directly from your bank account to another person’s account within minutes1. Payments can only be canceled if the recipient has not yet enrolled with Zelle. Please check the activity page to see if the stop payment option is available. South State charges you a $10 fee to stop a payment.

What happens if my friend doesn’t enroll with Zelle to get the payment? Will the payment ever expire?
If your friend does not enroll with Zelle, he/she will not receive the payment, and it will expire and be returned to the sender’s account after 14 days.

When sending a payment using Zelle, the recipient must enroll to receive the money within 14 days of the payment being sent, or the payment will expire. After the payment expires, the money will be returned to you, the sender, within 2-3 business days.

From what email address/phone number will notifications be sent?
Payment notifications sent via email will come from [email protected] Payment notification sent via text message will come from 767666.

Do I need to download the Zelle app?
No. You can access Zelle through South State Online Banking or the South State Mobile App. If you don’t have the South State Mobile App, you can download it from the App Store or Google Play.

Will my Popmoney payment activity history transfer to Zelle?

Yes. Your Popmoney payment history can be viewed in Zelle by clicking on the Activity tab.