Zelle F A Qs

What is Zelle?

Zelle is a fast and easy way for M&T customers to send money to almost anyone with a bank account in the U.S. With just an email address or U.S. mobile phone number you can now quickly and easily send money.

​With Zelle you can send money to almost anyone you know and trust with a bank account in the U.S. You can send money directly from the M&T Mobile Banking app or in Online Banking.

Zelle is a great way to send money to family, friends, and people that you are familiar with such as your personal trainer, babysitter or a neighbor.

If you don't know the person, or aren't sure you will get what you paid for (for example, items bought from an on-line bidding or sales site), we recommend you do not use Zelle for these types of transactions. Neither M&T 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 get started with Zelle, log into the M&T Mobile Banking app or in Online Banking and select Send Money with Zelle® to enroll.

​You can send, request or receive 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 and an optional note, review, then hit “Send.” In most cases, the money is available to your recipient in minutes.

To request money using Zelle, choose “Request,” select the individual(s) from whom you’d like to request money, enter the amount you’d like to request, include an optional note, review and hit “Request”.  In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already enrolled with Zelle.

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.

Must have a bank account in the U.S. to use Zelle. Transactions typically occur in minutes. Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license. Other product and company names mentioned herein are the property of their respective owners.

There’s no charge to use Zelle with M&T Bank. All you need is an eligible consumer checking or savings account.

The contact information you were trying to enroll is already enrolled with Zelle at another financial institution. Please use a different U.S. mobile number or email address or call M&T Online Customer Service at 1-800-790-9130 (Monday-Friday 8am-9pm, Saturday-Sunday 9am-5pm ET) to transfer this contact information.

If you didn’t receive a verification code, verify the information you entered and then proceed to requesting a new verification code.

If you entered the code incorrectly, proceed to requesting a new verification code. 

To request a new verification code, click or tap the Resend Verification Code link on the Validate Account screen. You will receive a new code to the email or mobile device you're trying to activate. Enter the new code when prompted. You have 10 minutes to enter the verification code correctly before it expires.

If you are already enrolled in Zelle and you’d like to add additional contact methods, follow the instructions below.

From M&T Online Banking:

  1. Select Payments and Transfers > Manage Zelle® Settings
  2. Select either Add Email or Add Mobile
  3. Enter the new contact method you’d like to add
  4. Click Next
  5. Enter the 6 digit passcode sent to the email or phone number being registered
  6. Click Submit

From the M&T Mobile App:

  1. From the main menu, tab Send Money with Zelle® > Settings
  2. Select either Add Email or Add Mobile
  3. Enter the new contact method you’d like to add
  4. Tap Continue
  5. Enter the 6 digit passcode sent to the email or phone number being registered
  6. Tap Continue
  7. Tap All Done

Transactions between previously enrolled Zelle users typically occur in minutes. Depending on the senders’ bank, it may take between 1 and 3 business days to complete the transaction.

If you have any questions, contact M&T Online Customer Service at 1-800-790-9130 (Monday-Friday 8am-9pm, Saturday-Sunday 9am-5pm ET).

​If you are already enrolled in Zelle and you’d like to remove a contact method, follow the instructions below. Please note, if you receive a future payment to a mobile number or email address you have removed, then you will be prompted to enroll it again before you receive the payment into your bank account.

From M&T Online Banking:

  1. Select Payments and Transfers > Manage Zelle Settings®
  2. Click Manage next to the contact method you would like to remove
  3. Click Remove from Zelle®
  4. Your contact has been removed and you will be directed back to the Zelle settings screen

From the M&T Mobile App:

  • From the main menu, tab Send Money with Zelle® > Settings
  • Tap the contact method you’d like to remove
  • Tap Delete
  • Tap Delete Email or Delete Text to confirm you want to remove this contact

​To send money in this case, you'll need to deposit more money into the account you're sending from or try to send an amount that is lower than the available funds in that account.

​You can view your daily and 30-day limits in the payment screen by selecting the question mark next to Limits. A text box will appear to show the remaining amount available for sending in the current 24-hour period. Send limits are set by M&T Bank.

​From the Zelle Settings screen, click or tap Block or Unblock Requests. Enter in the requested information, then click or tap Block or Unblock.

Your payment will expire if your recipient does not enroll in Zelle within 14 days from when you sent the payment.

If your payment expires, the amount you sent will be deposited back into your account.

You can monitor your payments from the Zelle® Activity menu option in the M&T Mobile Banking app or in Online Banking.

Make sure that your contact sent the funds using a mobile phone number or email address that you have enrolled in Zelle.

If not, either enroll the mobile phone number or email address that your contact used or ask your contact to cancel the payment and resend the funds using one of the contact methods that you currently have enrolled.

If the correct contact information was used, please call M&T Online Customer Service at 1-800-790-9130 (Monday-Friday 8am-9pm, Saturday-Sunday 9am-5pm ET).

You can only cancel a payment if the recipient hasn’t enrolled the mobile number or email address you sent money to with Zelle.

If the payment is still pending, you can go to your activity page, choose the payment you want to cancel, and then select Cancel This Payment. If your recipient has already enrolled with Zelle, the money is sent directly to your recipient’s bank account and cannot be canceled.

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 1-800-790-9130 (Monday-Friday 8am-9pm, Saturday-Sunday 9am-5pm ET) for assistance.

​If you suspect an error or an unauthorized payment, please visit your nearest M&T branch or call M&T Online Customer Service at 1-800-790-9130 (Monday-Friday 8am-9pm, Saturday-Sunday 9am-5pm ET).

First, check your Zelle alert settings to make sure they are set up correctly.

From M&T Online Banking:

  1. Select Settings and Support > M&T Alerts
  2. Scroll down to Zelle® Alerts
  3. Confirm or select the alerts you'd like to set and the method you'd like to receive them.
  4. Click Save Changes

From the M&T Mobile app:

  1. From the main menu, tap M&T Alerts
  2. Under Settings > Payment Alerts, tap Zelle®
  3. Confirm or tap on the alerts you'd like to set and select what method you'd like to receive them
  4. Tap Save

If you need assistance with your alert settings, please call M&T Online Customer Service at 1-800-790-9130 (Monday-Friday 8am-9pm, Saturday-Sunday 9am-5pm ET).

​Please call M&T Online Customer Service at 1-800-790-9130 (Monday-Friday 8am-9pm, Saturday-Sunday 9am-5pm ET).

We suggest only using Zelle to send money to people you know and trust.  If you don’t know the person you’re purchasing from or you’re unsure if you will receive the item or service being purchased, we suggest using another payment method.

​Please visit your nearest M&T branch or call M&T Online Customer Service at 1-800-790-9130 (Monday-Friday 8am-9pm, Saturday-Sunday 9am-5pm ET).

Yes, you can request money from friends and family using a U.S. mobile phone number or email address.

​Yes! Enroll in Zelle through the M&T Mobile Banking app or in Online Banking using the same email address and/or U.S. phone number that you enrolled to your debit card in Zelle app.

M&T partners with Zelle to offer a unique experience conveniently located in the M&T Mobile Banking app and Online Banking.

There is also a separate Zelle mobile app that is not operated or maintained by M&T Bank or any other financial institution. Instead, it is owned and operated by Early Warning Services LLC. If you use the separate Zelle mobile app, you will be subject to separate terms and conditions not related to M&T.

Upon enrollment in Zelle you will automatically be enrolled in several required alerts. To update your alert settings follow these instructions:

From M&T Online Banking:

  1. Select Settings and Support > M&T Alerts
  2. Scroll down to Zelle Alerts®
  3. Select the alerts you'd like to set and the method you'd like to receive them
  4. Click Save Changes

From the M&T Mobile app:

  1. From the main menu, tap M&T Alerts
  2. Under Settings > Payment Alerts, tap Zelle®
  3. Tap on the alerts you'd like to set and select what method you'd like to receive them
  4. Tap Save

From M&T Online Banking:

  1. Select Payments and Transfers > Manage Zelle® Settings
  2. Next to Default Account select edit
  3. Use the drop down menu to select your new default account
  4. Click Save Changes

From the M&T Mobile App:

  1. From the main menu, tab Send Money with Zelle® > Settings
  2. Tap on Account under Default Account
  3. Use the drop down menu to select your new default account
  4. Tap Save