FAQs Zelle^®

Zelle is a fast, safe and easy way to send money directly between almost any bank accounts in the U.S., typically within minutes^*. With just an email address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank^**.

You can send money to friends, family and others you trust^**.

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

Arrow Bank does not charge any per transaction fees to use Zelle^‡. Other fees may apply. Please see your account disclosure for more details.

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

It’s easy — Zelle is already available within the Arrow Bank mobile app and internet banking! Log in and follow a few simple steps to enroll with Zelle today.

• Select "Send Money with Zelle^®"
• Enter your email address or U.S. mobile phone number
• Receive a one-time verification code and enter it
• Accept terms and conditions
• You're ready to send and receive payments

When you enroll with Zelle through the Arrow Bank app or internet 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 Glens Falls National 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 Arrow Bank of the incoming payment. Arrow Bank then directs the payment into your bank account, all while keeping your sensitive account details private.

To send money using Zelle, simply follow these steps:

• 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 and hit "Send"

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

If your recipient has not yet enrolled with Zelle, the payment will remain pending and the money will not move from your account. If the recipient does not enroll within 14 days, the payment will expire, and the transaction will need to be made again.

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 already attempted to contact the recipient and you were not able to get your money back, our Electronic Banking department is available to answer questions at (800) 246-2415.

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.

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^**.

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

Neither Arrow Bank 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.

To request money

• 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"

If you've 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^*.

If you have not yet enrolled with Zelle, follow these steps:

• Click on the link provided in the payment notification you received via email or text message.
• Select Glens Falls National Bank
• 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.

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.

Still having trouble? Please give the Arrow Bank Electronic Banking team a call toll-free at (800) 246-2415.

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

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 Arrow Bank 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.

Your email address or U.S. mobile phone number may already be enrolled with Zelle at another bank or credit union. Call our Electronic Banking team and ask them to move your email address or U.S. mobile phone number to Arrow Bank so you can use it for Zelle.

Once our Electronic Banking team moves your email address or U.S. mobile phone number, it will be connected to your Glens Falls National account so you can start sending and receiving money with Zelle through the Glens Falls National mobile banking app and internet banking. Please call our Electronic Banking team toll-free at (800) 246-2415 for help.

At this time, Zelle is not offered to Arrow Bank business customers. Please check back, as this service may be available in the future.