Frequently Asked Questions

Frequently
Asked
Questions

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 minutes[note 1 ].

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 Desjardins 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 the email address or U.S. mobile number where you received the notification to ensure you receive your money.

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[note 2 ].

Since money is sent directly from your bank account to another person's bank account within minutes[note 1 ], Zelle should only be used to send money to friends, family and others you trust.

Neither Desjardins 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.

Desjardins Bank does not charge any fees to use Zelle[note 4 ].

How do I get started?

It's easy — Zelle is already available within the Desjardins Bank mobile banking app and online banking within Bill Pay! Check our app or sign-in online and follow a few simple steps to enroll with Zelle today.

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.

When you enroll with Zelle through our online banking Bill Pay account, or mobile banking 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 – those stay with Desjardins 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 Desjardins Bank of the incoming payment. Desjardins Bank then directs the payment into your bank account, all while keeping your sensitive account details private.

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

You can 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, please call us at 1-800-454-5058 so we can help you.

Scheduled and recurring payments are not sent with Zelle. You can cancel a payment that is scheduled in advance if the money has not already been deducted from your account.

Money sent with Zelle is typically available to an enrolled recipient within minutes[note 1 ].

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[note 1 ].

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 contact your financial institution's customer/member services at 1-800-454-5058.

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

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

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 Desjardins 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 support team and ask them to move your email address or U.S. mobile phone number to Desjardins Bank so you can use it for Zelle.

Once Desjardins Bank support moves your email address or U.S. mobile phone number, it will be connected to your Desjardins Bank account so you can start sending and receiving money with Zelle through the Desjardins Bank mobile banking app and online banking. Please call Desjardins Bank support toll-free at 1-800-454-5058 for help.

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App Store is a service mark of Apple Inc. Android, Google Play, and the Google Play logo are trademarks of Google Inc. Data charges may apply. Check with your mobile phone carrier for details. Apple and the Apple logo are trademarks of Apple Inc, registered in the U.S. and other countries. Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

  1. Transactions typically occur in minutes when the recipient's email address or U.S. mobile number is already enrolled with Zelle.[Back - to note 1]
  2. Must have a bank account in the U.S. to use Zelle.[Back - to note 2]
  3. In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already enroled with Zelle.[Back - to note 3]
  4. Mobile carrier fees may apply.[Back - to note 4]