There have been quite a few questions in Member community about Zelle and we want to make sure all your questions and concerns are addressed. I sat down with Kiyanna Garland to give a few more details about USAA and Zelle. Kiyanna Joined USAA in 2004, and works in the Bank Money Movement team as a Product Management Director. She is the Experience Owner for Person to Person (P2P) transactions.



Why Zelle and what are the advantages?

Zelleis the new way to send and receive money quickly, safely, and securely between almost any U.S. bank account within minutes using a mobile number or email address. The experience of Send Money with Zelle℠ is available within the USAA mobile banking app.


How do I set it up?

Here is a step by step with photos, but members must also:

  • Be 18 years of age
  • Complete a one-time enrollment
  • Have a valid email address or mobile number that has not been previously registered in the Zelle network
  • Have a USAA FSB checking or savings account that is at least 10 days old

When should I use Zelle?

Zelle can be used for the everyday experiences such as paying friends or family for your share of the dinner bill or to send funds for birthday gifts.


When should I use transfer funds (and where do I find it)?

You should use Transfer Funds when moving money between bank accounts you own, USAA and non-USAA. To do this, tap “Transfer” from the tab bar in USAA mobile app, located at the bottom of the screen on iOS devices and at the top of the screen on Android devices


If you are like member Pittsburgh75 who is not receiving notifications, please do the following:

  • Ensure that text messaging short codes are enabled for your mobile phone.  The short code is 698722.
  • If you are on Sprint or T-Mobile, you will need to call your carrier and enable short code messaging for USAA one time codes to be received.
  • You will need to check delivery preference settings in the USAA app to ensure text message delivery is on for messages sent by USAA.


I just started using Zelle, where is my money?

It is important that your senders know which email address or mobile number you have enrolled with. Money must be sent to a registered email address or mobile number.  If you get a notification from Zelle/ClearXchange that someone has sent you money, you must register the email address or mobile number that the notification was sent to. It is also important to note that when you register, it may take between 1 and 3 business days to receive your first payment.


We encourage you to share your feedback and experience here in community like member “Navy EOD” who has used Zelle successfully to send money!


Still have questions? Please post in the comments.


Helpful Inks:

FAQ Sending Money with Zelle

Send Money with Zelle

Money Transfer How To


About the Blogger: Briana Hartzell is a Navy spouse, mother to two beautiful girls (3 years and 1 year), a former full time USAA employee and a graduate of Texas A&M University. Briana writes at Being Briana, a blog focused on the joys that military life and parenthood can bring.


Zelle and the Zelle related marks and logos are property of Early Warning Services, LLC Fees may apply for non-USAA customers. Mobile carrier fees may also apply Funds transfer applies to U.S. accounts only.

EN2_GEN5300_Zelle_Setup: At this time, USAA members may only send to and receive from financial institutions in the Zelle network

245376 - 0917

New Member

I also had a similar experience to most of the commenters. USAA denied my claim and wouldn't give a refund for a Zelle transaction that was a scam. I even filed an internet crime complaint and have proof of everything that happened, and it still got denied.

USAA Social Service
USAA Service
USAA Service

chigal123 - I understand the seriousness of the situation. I have located your information and will engage a specialist to review the details. Thank you for speaking up today. - Jason

Occasional Visitor

I am sick to my stomach about this. My daughter is a student at a college and we went to buy tickets for football games and used Zelle through USAA because it was our bank and we trust usaa. The money was sent and I can't get my money back since the tickets were never sent. Why would USAA use a banking process that does not protect it's members? I am out $300 and being told that there is nothing that can be done to recoup my funds. 

USAA Social Service
USAA Service
USAA Service

@jlkick78, thank you for reaching out. I'm very sorry to hear of the issue regarding the purchase of the tickets. I certainly understand your concerns and would like to have this looked into further. I was able to locate your profile and have sent this information to the appropriate department for further review. 



I made a comment in November and August about an issue with Zelle requesting text message security verification (US #s only). This issue still hasnt been resolved. The security messure restricts all overseas users with foreign telephone numbers from access. The department did reach out but only left a number to call, no return email address. I left 2 messages with the point of contact with no response. Please have them send a response to my email address on file since calling gets no response. I do not take pleasure in staying up until 1:00am to call during their office hours if they are not going to pick up or call back. I am not the only one effected, I have several coworkers experiencing the same issue.


USAA Social Service
USAA Service
USAA Service

Hi @stef.g. Thank you for following up. I'm sorry to hear that there still hasn't been any contact on this, and I understand the frustration of having no resolve. I've sent a follow up to our team. I appreciate you taking the time to post. ~Holland

New Member

I am just now learning about Zelle as my own son had fraudulent activity through this entity that USAA surprisingly endorses!  Reading these comments from several years ago has me even more concerned that USAA even places it front and center on their app!!!  I contacted USAA on Monday after a transaction posted on a Sunday.  The transaction amount was not in my son's account, so I wasn't extremely concerned.   Despite my call and notifying USAA, the transaction posted 4 days later, after another routine deposit into my son's account exceeded the $1000 fraudulent transaction.  A real shame that USAA continues to endorse even after I have read that there is no dispute process or reversal of transactions with ZELLE!!!

USAA Social Service
USAA Service
USAA Service

Hello @beast6r

Thank you for bringing this to our attention. I will forward your message to the appropriate area to review your concerns. 

To report any fraud, contact our Deposit Specialists at 210-531-8722 or via a live secure online chat. 

Thank you

~ Lori C