Zelle FAQ

Zelle® is a way to send and receive money with friends, family, and others you trust, using your bank’s mobile app or online banking. All you need is the recipient’s enrolled email address or U.S. mobile number; money is typically available in minutes.¹ Zelle® is offered in more than 2,400 bank and credit union apps, so you can send money to people even if they do not bank at Chain Bridge Bank, N.A.

Zelle® itself is not a bank and holds no accounts or funds. Every transfer moves between deposit accounts at financial institutions; funds in your Chain Bridge Bank, N.A. deposit account remain FDIC-insured deposits of the Bank up to applicable limits.

Clients with an eligible Chain Bridge Bank, N.A. personal deposit account. The service is for personal use only; under the Terms of Use it may not be used to send or receive business or commercial payments, and the Bank may decline, suspend, or end enrollment used for business purposes.

You enroll with an email address you use regularly or a permanent U.S. mobile number. Landline numbers, toll-free numbers, Google Voice numbers, and VoIP numbers cannot be enrolled. Both sender and recipient must have bank accounts in the United States;² Zelle® cannot be used internationally.

1. Sign in to the Chain Bridge Bank, N.A. mobile app or online banking.
2. In the main menu, select “Send money with Zelle®.”
3. Enroll your U.S. mobile number or email address.
4. To send, choose a recipient or add a trusted recipient’s email address or U.S. mobile number, enter the amount, review carefully, and send.

Review the recipient’s information before you send. Under the Terms of Use, you are responsible for losses that result from errors in the information you provide, such as a mistyped email address or mobile number.

If you are already enrolled, no action is needed; the money is deposited to your enrolled Chain Bridge Bank, N.A. account, typically within minutes.¹ If you are not yet enrolled:

1. Select the link in the payment notification you received by email or text message.
2. Select Chain Bridge Bank, N.A.
3. Follow the enrollment instructions, using the same email address or U.S. mobile number where you received the notification, so the payment is matched to you.

Payments between enrolled users typically arrive within minutes.¹ A recipient who is not yet enrolled receives a notification with enrollment instructions, and the transfer completes after they enroll; if they do not enroll, the transfer does not occur.

Under the Terms of Use, a payment may take longer or be blocked while the Bank or Zelle® verifies identity, works to prevent fraud, or meets regulatory obligations. If that happens, you are notified according to your preferences. Neither the Bank nor Zelle® controls the actions of other users or other financial institutions that can delay a transfer. The recipient is normally notified by email or text message, although delivery of those messages depends on the wireless carriers and is not within the Bank’s control.

Only people you know and trust, such as family, friends, and others you are familiar with. If you do not know the person, or you are not certain you will get what you paid for (for example, an item from an online marketplace or bidding site), do not use Zelle®. These transactions are high risk, just as sending cash to a stranger is high risk.

Zelle® does not offer purchase protection for authorized payments. If you pay for goods or services and do not receive them, or they are not what you expected, neither the Bank nor Zelle® is obligated to return your money, except as provided in the Terms of Use for certain qualifying imposter scams.

Not once the recipient is enrolled. When you send money to an enrolled recipient, it goes directly to their bank account and cannot be canceled or revoked.

You can cancel a payment only while it is pending because the recipient has not yet enrolled. Go to your activity page, choose the payment, and select “Cancel This Payment.” If that option does not appear, call the Bank at 703.748.2005.

Call the Bank at once at 703.748.2005, Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, and the Bank will explain what options are available. Because an enrolled payment cannot be revoked, recovery is not assured. Under the Terms of Use, you accept responsibility for losses that result from errors, duplication, or ambiguities in the information you provide, so review every payment before sending it.

Call the Bank at 703.748.2005 as soon as possible and report what happened, even if you authorized the payment. Under the Terms of Use, reimbursement is available for unauthorized transactions and for certain qualifying imposter scams; the Bank reviews each report against those criteria. Zelle® does not offer purchase protection for other authorized payments.

The Security Center describes current fraud patterns and how the Bank communicates with clients. The Bank never asks for your online banking password or a one-time passcode by phone, text, or email.

Contact the Bank at once at 703.748.2005 if you believe your online or mobile banking password has been stolen or a transfer was made without your permission. Calling immediately is the best way to limit your potential loss; depending on when you report, you could lose money in your account and any linked overdraft protection.

Your rights and obligations for unauthorized transactions and errors are set out in the Bank’s Electronic Fund Transfers Disclosure, provided when you opened your account. For a copy, call 703.748.2005.

Zelle® runs inside Chain Bridge Bank, N.A. online and mobile banking, behind the same login credentials and authentication as the rest of your digital banking. Your account number is not shared with the person you pay; they see only the name and enrolled email address or U.S. mobile number.

The Bank handles your personal information as described in its Privacy Statement. Zelle® and other network financial institutions have access to certain transaction details and handle them under their own privacy policies. No system is immune from attack, so guard your credentials and review the Security Center for current guidance.

Limits are set out in the Terms of Use and may change. The Bank may also apply lower limits in specific circumstances described in the Terms.

The Bank does not currently impose a service charge for using Zelle®. Under the Terms of Use, the Bank reserves the right to introduce service charges in the future. Your wireless carrier’s message and data rates may apply.

Under the Terms of Use, you may not use Zelle® to send or receive business or commercial payments, or to send money for tax payments, court-ordered payments (including alimony or child support), fines, gambling debts, or any payment prohibited by law. Payment requests may not be used to collect overdue or delinquent debts. The Bank may suspend or end access for prohibited use.

You may pay a small business that accepts Zelle® through its own bank or credit union. Remember that Zelle® offers no purchase protection for authorized payments, so pay only businesses you know and trust.

The reverse is not permitted: a Chain Bridge Bank, N.A. personal enrollment may not be used to receive payments for your own business or commercial enterprise.

No. Both the sender’s and the recipient’s accounts must be held at banks or credit unions in the United States.²

Your email address or U.S. mobile number may already be enrolled with Zelle® at another bank or credit union. Call the Bank at 703.748.2005 and ask to have it moved to your Chain Bridge Bank, N.A. account. Once moved, you can send and receive money with Zelle® here.

To stop text messages, reply STOP to 767666; you will receive one final text confirming the request. For help by text, send HELP to 767666.

To cancel Zelle® entirely, call the Bank at 703.748.2005 or use the Support option in online or mobile banking. Transfers already in process will complete, and no new transfers will be initiated. If you do not send or receive money for 18 consecutive months, the Bank may contact you to confirm your enrolled mobile number or email address still belongs to you and may cancel the enrollment if it cannot.

The full Zelle® Terms of Use (revised July 24, 2026) govern the service, including eligibility, limits, liability, and cancellation. All Bank disclosures are listed on the Disclosures page. Your deposit account remains governed by its account agreement and the Electronic Fund Transfers Disclosure.