Zelle® Frequently Asked Questions



Zelle® is a fast, safe and easy way to send money directly between almost any bank or credit union account in the U.S., typically within minutes1. With just an e-mail address or U.S. mobile phone number, you can send money to people you trust, regardless of where they bank1.
Clients who have a Capital City Bank personal checking account and are enrolled in online and mobile banking may use Zelle® for person-to-person payments to practically anyone with a U.S. bank account. Zelle® enrollment is also required and can be completed in your mobile or online banking service.

You can send, request or receive money with Zelle®. To get started, log into Capital City Bank Online Banking or the CCBMobile app and select Move Money > Send Money With Zelle® from the Main Menu. Enter your e-mail address or U.S. mobile phone number, receive a one-time verification code, enter it, accept terms and conditions, and you’re ready to start sending and receiving with Zelle®.

To send money using Zelle®, simply select someone from your mobile device’s contacts (or add a trusted recipient’s e-mail address or U.S. mobile phone number), add the amount you’d like to send and an optional note, review, then click or tap “Send.” In most cases, the money is available to your recipient in minutes1.

To request money using Zelle®, choose “Request,” select the individual from whom you’d like to request money, enter the amount you’d like, include an optional note, review and hit “Request”. If the person you are requesting money from is not yet enrolled with Zelle®, you must use their e-mail address to request money. If the person has enrolled their U.S. mobile number, then you can send the request using their mobile phone number.

To receive money, just share your enrolled e-mail address or U.S. mobile phone number with a friend and ask them to send you money with Zelle®. If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your Capital City Bank account, typically within minutes1.

It’s easy — Zelle® is already available within the CCBMobile app or Capital City Bank Online Banking! Select Move Money from the Main Menu, click Send Money with Zelle® and follow a few simple steps to enroll with Zelle® today. Follow the prompts to accept the Zelle® Terms of Use.

Your e-mail address or U.S. mobile phone number may already be enrolled with Zelle® at another bank or credit union. If that is the case, a message will display asking if you would like to change your associated account to Capital City Bank. Then you can start sending and receiving money with Zelle® through the CCBMobile app or Capital City Bank Online Banking.

If you were expecting to receive an authorization code via e-mail, make sure you entered your e-mail address correctly, check your spam folder and make sure your mailbox is not blocking e-mails from zelle@ccbg.com. If you were expecting to receive an authorization code via text and did not, make sure you used a U.S. mobile number, entered the number correctly and have not blocked 833.691.7376. Voice over IP (VOIP), landlines and Google voice numbers are not eligible for Zelle® enrollment.

IMPORTANT: No one from Capital City Bank or Zelle® will ever call you to provide you with (or ask you for) an authorization code by phone. If you received a phone call telling you you’ve received a code, it is very likely a scammer trying to obtain access to your account. Click here for more information.

When you enroll with Zelle® through the CCBMobile app or Capital City Bank Online Banking, your name, the name of your bank and the e-mail address or U.S. mobile number you enrolled is shared with Zelle® (no sensitive account details are shared – those stay with Capital City Bank). When someone sends money to your enrolled e-mail address or U.S. mobile number, Zelle® looks up the e-mail address or mobile number in its directory and notifies Capital City Bank of the incoming payment. Capital City Bank then directs the payment into your Capital City Bank account, all while keeping your sensitive account details private.
Zelle® is not available for Capital City Bank business accounts at this time, but may be offered in the future.
Keeping your money and information safe is a top priority for Capital City Bank. When you use Zelle® within our mobile app or online banking service, your information is protected with the same technology we use to keep your Capital City Bank account safe.
Depending on your type of mobile device, you may be prompted to authorize the CCBMobile app to access your contacts if you select the person icon in the Recipient Name field when making a payment. Approving access will allow you to select both a name and contact method (e-mail or mobile number) from your contacts and possibly avoid typing errors when you make a payment.

NOTE: If you authorize access your contacts and the function does not work properly, then verify in your device settings that the CCBMobile app has permission to access the contacts. This function may not be available on all mobile devices.

You can send money to friends, family and others you trust1 even if they have a different bank or credit union.

Since money is sent directly from your Capital City 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 e-mail address or U.S. mobile number.

TIPS:

  • Sync your contacts with the CCBMobile app and, when you’re ready to pay someone, look for the by their contact image to see if they already use Zelle®.
  • Scan your friend’s QR code or share yours to send and receive money quickly.

A Client-to-Client Payment is the best option when you need to send money to another Capital City Bank client who also uses online or mobile banking. You will need the recipient’s e-mail address used for online banking and the last four digits of the checking or savings account to make a Client-to-Client Transfer. Zelle® gives you the option to send money to a person who does not have an account with Capital City Bank.

Zelle® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor1.

Since money is sent directly from your Capital City Bank account to another person’s bank account within minutes1, Zelle® should only be used to send money to friends, family and others you trust.

You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle®. 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 e-mail address or U.S. mobile number when sending money. 

Neither Capital City 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.

Payments made with Zelle® are debited from your account at the same time you request money to be sent and receive the Success confirmation.

All Zelle® transactions (payments sent and accepted) should include the phrases “CapitCtyBankZelle®” and “Tallahassee FL”. In most instances, payments sent will be described as “POS Debit Pri CapitCtyBankZelle® LOC: Tallahassee FL”.

No recurring-payment feature is available currently. However, you may save time by repeating a previous payment. From the Main Menu, select Move Money > Send Money With Zelle® and choose the History tab. Click on the blue arrow to expand details of the payment you would like to repeat, and then select “Repeat this transaction.” Details of your previous payment will be input automatically into the appropriate fields. Click Continue. Verify payment information and click Continue again.

View incoming and outgoing Zelle® payments (both pending and completed) in the Activity Center accessible from the Main Menu of your CCBMobile app or online banking service.

Some small businesses are able to receive payments with Zelle®. Ask your favorite small business if they accept payments with Zelle®. If they do, you can pay them directly from your CCBMobile app using just their e-mail address or U.S. mobile number.

Neither Capital City Bank nor Zelle® offers a protection program for any authorized payments made with Zelle®, so you should only send money to people (and small businesses) you trust. Also, always ensure you’ve used the correct e-mail address or U.S. mobile number when sending money.

In order to use Zelle®, the sender and recipient’s bank or credit union 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®.

These types of transactions are potentially high risk (just like how sending cash to a person you don’t know is high risk). Neither Capital City 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.

You can only cancel a payment if the person you sent money to hasn’t yet enrolled with Zelle®. 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 e-mail address or U.S. mobile number when sending money.

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 the Activity Center within your CCBMobile app or Capital City Bank Online Banking service, choose the payment you want to cancel and select “Cancel This Payment.” If you do not see this option available, please contact our Client Service Center at 888.671.0400 for assistance with canceling the pending 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 e-mail address or U.S. mobile number when sending money. 

If you sent money to the wrong person, please immediately call our Client Service Center at 888.671.0400 so we can help you.

Capital City Bank does not charge any service fees1 to use Zelle® with your personal checking account. Standard message and data rates may apply when using a mobile device.
For your security, we set limits for Zelle® payments sent from Capital City Bank accounts. Existing Client Limits: Send $3,000 or 10 transactions per day, $6,000 or 30 transactions per week, and $12,000 or 60 transactions per month. New Client Limits (for first 30 days after account opening): Send $500 or 10 transactions per day, $1,000 or 30 transactions per week, and $4,000 or 60 transactions per month.  Private Banking Client Limits: Send $5,000 or 10 transactions per day, $10,000 or 30 transactions per week or $20,000 or 60 transactions per month.  Limits are subject to change. 
 
There are no limits to the amount of money you can receive with Zelle®. However, remember that the person sending you money will most likely have limits set by their own financial institution on the amount of money they can send you. 
Payments to a recipient who is not enrolled in Zelle® can expire and the money returned to you. If the recipient is not enrolled, they will have 14 days to enroll and accept the payment. If they do not accept the payment, the money will be returned your account and the transaction is cancelled.

You can find a full list of participating banks and credit unions live with Zelle® here.

If your recipient’s bank or credit union 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 e-mail 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.

Yes, they will receive an e-mail or text message notification via the e-mail or U.S. mobile number they used to enroll with Zelle®.

If you have already enrolled with Zelle®, you do not need to take any further action. The money will be sent directly into your Capital City Bank account, typically within minutes1.

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

  • Click on the link provided in the payment notification you received via e-mail or text message.
  • Select Capital City Bank.

Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the e-mail address or U.S. mobile phone number where you received the payment notification - you should enroll with Zelle® using that e-mail address or U.S. mobile number to ensure you receive your money.

1U.S. checking or savings account required to use Zelle®. Transactions between enrolled users typically occur in minutes and generally do not incur transaction fees.

2 In order to send payment requests or split payment requests to a U.S. mobile number, the mobile number must already be enrolled with Zelle®.

Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.

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 be sent 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 e-mail 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 e-mail or text message. If you haven’t received a payment notification, we recommend following up with the sender to confirm they entered the correct e-mail address or U.S. mobile phone number.

Still having trouble? Please contact the Capital City Bank Client Service Center toll-free at 888.671.0400.