Zelle® App Privacy Notice
Updated: November 12, 2024
This Privacy Notice applies to users of the Zelle® app. If you use Zelle® through your mobile banking app or online banking, please refer to your financial institution’s privacy notice.
As a visitor to our website, zellepay.com, our Website Privacy Notice also applies. Click here to learn more.
Thank you for using Zelle®. We take your privacy seriously and we want you to be fully informed about how you can be in control of your Personal Information.
This Privacy Notice applies to the Zelle® app (the “App” ). It describes the Personal Information we collect, how it’s used and disclosed, and the choices you can make. We strive for transparency but if anything remains unclear, do not hesitate to contact us at the email address below with any questions or feedback you may have.
To make this Privacy Notice easy to find, we make it available through the App and on the zellepay.com website. You may also call 844.428.8542 (Sunday - Saturday, 10am to 10pm ET, excluding New Year’s Day, Independence Day, Thanksgiving, and Christmas) to request a copy by US mail.
By using the Zelle® app, you expressly consent to our collection, use, disclosure, and retention of your Personal Information as described in this Privacy Notice, including future updates. In other words, please do not use the App if you do not agree with this Privacy Notice.
What do you want to learn more about?
- When this Privacy Notice applies
- What is Personal Information?
- Personal Information we’ve collected, used, and/or disclosed
- How we collect Personal Information
- How we use Personal Information
- Who we disclose Personal Information to
- Minors’ privacy
- Your choices
- Updating your Personal Information
- Your rights regarding your Personal Information
- How to exercise your data privacy rights
- How we verify your request
- Authorized agents
- Our data retention practices
- Links to third-party websites
- How we protect Personal Information
- Where Personal Information is stored
- Changes to this Privacy Notice
- How to contact us
- When this Privacy Notice applies
This Privacy Notice applies to the Zelle® app ( the “App” ).
If you use Zelle® through your mobile banking app or online banking, please refer to your financial institution’s privacy notice.
As a visitor to our website, zellepay.com, our Website Privacy Notice also applies. Please click here to learn more.
- What is Personal Information?
For the purposes of this Privacy Notice, “Personal Information” means information that identifies or can be used to identify you directly or indirectly. Examples of Personal Information include but is not limited to, first and last name, email address, telephone number, IP address, device information, bank account information.
Personal Information does not include information obtained from public sources or information that is made available by federal, state, or local governments. Personal Information also does not include deidentified, anonymized, or aggregate information.
- Personal Information we’ve collected, used, and/or disclosed
If you’ve used the App in the past 12 months, we may have collected, used, and/or disclosed the following categories of Personal Information about you for a business purpose(s):
| Categories of Personal Information we’ve collected in the last 12 months: | Examples of Personal Information that we collect: | Categories of sources from which Personal Information is collected: | Business purpose(s) for collection, use, and disclosure: | Disclosed for business purpose(s) to the following categories of third parties: | Sold or shared to the following categories of third parties: | Length of time Personal Information is intended to be retained: (unless subject to a legal hold) |
|---|---|---|---|---|---|---|
| Personal and online identifiers | · Name, email address, postal address, IP address, unique identifiers | · All categories listed below in Section 4. | · All purposes listed below in Section 5. | · All categories listed below in Section 6. | · None | · 4 years after App profile is deactivated/ closed (for 4c below) · Up to 5 years after App profile is deactivated/ closed |
| Certain identifying Personal Information | · Address, telephone number, financial account numbers, other financial information | · All categories listed below in Section 4. | · All purposes listed below in Section 5. | · All categories listed below in Section 6. | · None | · Up to 5 years after App profile is deactivated/ closed |
| Transaction information | · Records of transactions made through Zelle® when you use the App | · All categories listed below in Section 4. | · All purposes listed below in Section 5. | · Our bank and credit union partners · Our service providers · Law enforcement, government agencies, and other authorized third parties (if required by law) | · None | · 5 years |
| Internet or other electronic network activity information | · Your interactions with the App | · Your device when you use the App. | · All purposes listed below in Section 5. | · Our service providers · Law enforcement, government agencies, and other authorized third parties (if required by law) | · None | · 4 years after App profile is deactivated/ closed (for 4c below) |
| Geolocation information | · Your device when you use the App. | · All purposes listed below in Section 5. | · Our service providers · Law enforcement, government agencies, and other authorized third parties (if required by law) | · None | · 4 years after App profile is deactivated/ closed (for 4c below) | |
| Sensitive Personal Information | · Precise geolocation (Note: You can disable the collection and use of precise geolocation and still use the App) | · Your device when you use the App. | · All purposes listed below in Section 5. | · Our service providers · Law enforcement, government agencies, and other authorized third parties (if required by law) | · None | · 4 years after App profile is deactivated/ closed (for 4c below) |
| Other information about you that is linked to the Personal Information above | · Information you associate with your Zelle® profile like a profile photo or your contact/ recipient list, call recordings if you call Zelle Customer Support | · All categories listed below in Section 4. | · All purposes listed below in Section 5. | · All categories listed below in Section 6. | · None | · Call recordings – Up to 3 years · Profile information – Up to 4 years after App profile is deactivated/ closed |
- How we collect Personal Information
We collect Personal Information when you use the App, including:
a. Directly from you: We collect Personal Information when you provide it to us (e.g., when you enroll in the App, you provide your information to us);
b. Through your use of the App: We collect Personal Information about you when you access or use the App (e.g., when you send or receive money using the App, we collect information about your transaction);
c. From your device: We collect technical data about your device when you use the App (e.g., your mobile device shares your Unique Device ID and name of your device when you use the App);
d. From our bank and credit union partners: When you send or receive money from one of their customers, they disclose information to us about the transaction; and
e. From our service providers: We work with service providers that provide us with Personal Information to help us provide the Zelle® service (e.g., service providers that help us verify your identity when you enroll in the App).
- How we use Personal Information
When you use the App, we collect, use, and disclose Personal Information for the following business purposes:
a. to prevent, detect, and protect against security incidents, fraud, and prohibited or illegal activities;
b. to undertake activities to verify or maintain the quality or safety of our services;
c. to perform services (for us or our service providers) such as account servicing, providing customer service, fulfilling transactions, verifying your information, providing analytic services;
d. for internal research for technological development, demonstration, and improvement;
e. for internal operations;
f. to verify the existence of your financial account;
g. to enforce our terms and conditions;
h. to research and resolve issues related to transactions you sent or received;
i. to debug, identify, and repair errors that impair existing intended functionality;
j. to facilitate transactions, including enabling our bank and credit union partners to complete money transfers between their customers and you;
k. to notify you by push notification, text, or email, of a pending money transfer or a request for payment;
l. to facilitate your enrollment and resolve issues relating to your enrollment;
m. to verify your identity;
n. to verify changes you’ve made to your Personal Information;
o. to create and deliver marketing communications to you about Zelle®;
p. to create, develop, operate, deliver, maintain, and improve our products and services;
q. for legal compliance;
r. to respond to your requests and comply with your stated communication preferences;
s. to provide you with a safe, efficient, and customized experience;
t. for authentication;
u. to provide other services you request; and
v. for other one-time uses.
- Who we disclose Personal Information to
We may disclose Personal Information with the following categories of third parties for the business purposes we described above in Section 5:
a. other Zelle® users (e.g., When another user sends you a payment, we may disclose your name (from your Zelle® profile) and profile picture (if you have one) with the other user to ensure the other user intends to send a payment to you. We do not disclose your bank account information/debit card information with other Zelle®);
b. our bank and credit union partners (e.g., when you send or receive money using the App, we disclose information with them to facilitate the transaction);
c. our service providers (e.g., companies that help us provide the Zelle® service);
d. law enforcement, government agencies, and other authorized third parties (we may be required by law to disclose information); and
e. other entities with your consent.
- Minors’ privacy
The Zelle Network® User Service Agreement defines eligibility requirements to use the App. Our App is not intended for children under the age of 18.
We do not knowingly collect Personal Information from children. We do not sell or share (for cross-context behavioral advertising) Personal Information collected from the App to third parties. Therefore, we would not sell or share information about children.
For information about the Children’s Online Privacy Protection Act (COPPA), visit the FTC website: www.ftc.gov.
- Your choices
You can control how and when you want to receive notifications from us by following the instructions within the notices you receive from us and by updating your preferences in the App.
To opt out of marketing communications from us about Zelle®, use the options in the communications we send (i.e., click on the unsubscribe link) or send an email request to zelleprivacy@earlywarning.com.
You may not opt-out of administrative emails (e.g., emails about your transactions or policy changes) for your enrolled profile.
You may request to cancel your profile and enrollment with Zelle® by speaking to a customer service representative at 844.428.8542. We are open 7 days a week from 10am to 10pm ET, excluding New Year’s Day, Independence Day, Thanksgiving and Christmas. If you use the Zelle® app on an iOS or Android device, you may also close your profile by selecting “Delete Account” in the app settings on your device. However, doing so will immediately terminate your ability to use the service. Please note that simply deleting the App from your device without selecting “Delete Account” (via the App’s settings) will not result in your Zelle® profile being closed and deleted. If you only delete the App from your device (without changing the App’s settings), you will remain a registered user and we will retain your data per our data retention policies.
- Updating your Personal Information
You can update your Personal Information at any time by accessing your profile in the App. You can update your user profile and registration information, including your debit card information and email addresses.
If your mobile telephone number has changed, you will need to call customer service for assistance with your profile. Customer service representatives can be reached at 844.428.8542 (7 days a week from 10am-10pm EST, excluding New Year’s Day, Independence Day, Thanksgiving and Christmas).
Keeping your profile information up-to-date is very important. If this information is incomplete, inaccurate, or not current, please update your information by accessing your profile in the App.
- Your rights regarding your Personal Information
We provide the Zelle® service pursuant to the Graham-Leach-Bliley Act (“GLBA”) and are exempted from certain data privacy laws. Even so, we honor the following data privacy rights, regardless of whether we are obligated by law and regardless of your state of residence.
| You have the right to… | How? | |
|---|---|---|
| Third party direct marketing | Request a list of what Personal Information (if any) we’ve shared with third parties for their own direct marketing purposes in the preceding calendar year and the names and addresses of those third parties. | We do not share Personal Information with third parties for their own direct marketing purposes. Therefore, we have not shared Personal Information for direct marketing purposes within the last 12 months. |
| Be informed | Know the categories and specific pieces of Personal Information we collected about you, our business purposes for collecting Personal Information, the categories of sources that we’ve collected personal information from, the categories of third parties that we’ve disclosed Personal Information to, whether we’ve sold or shared Personal Information to a third party in the preceding 12 months, and the categories of third parties with which we’ve sold or shared Personal Information. | Review this Privacy Notice in its entirety to learn more about the Personal Information we collect, why we collect Personal Information, the sources from which we collect Personal Information from, and who we may disclose Personal Information to. To request a copy of the specific pieces of Personal Information we maintain about you, see Section 11 for instructions. Note: In the past 12 months, we have not sold or shared Personal Information from the App. For purposes of this Privacy Notice, “sale” means the disclosure of Personal Information for monetary or other valuable consideration and “share” means the disclosure of Personal Information to a third party for cross-context behavioral advertising. |
| Correct inaccurate data | Request that we correct inaccurate Personal Information that we maintain about you. | You can update your Personal Information at any time by accessing your profile in the App. You can update your User profile and registration information, including your debit card information and email addresses. Otherwise, to exercise this right, follow the instructions in Section 11. Note: To the extent required by, and in accordance with applicable law, we will use commercially reasonable efforts to correct your Personal Information as directed by you, considering the nature and the purposes of maintaining your Personal Information. Under certain circumstances, we may not be able to correct your information because we have a legal obligation or other reason in which we must retain it in its current state (e.g., the nature of the data, the source of the data, to comply with law). |
| Delete data | Request that we delete your Personal Information. | If you use the Zelle® app on an iOS or Android device, you may request to delete your data and close your profile by selecting “Delete Account” in the app’s settings. However, doing so will immediately terminate your ability to use the service. See Section 8 for more information. Otherwise, to exercise this right, see Section 11 for instructions. Note: Under certain circumstances, we may not be able to delete your information because we have a legal obligation or other reason that we must retain it. |
| Limit data | Limit the use of sensitive Personal Information. | We do not use or disclose sensitive Personal Information (i.e., precise geolocation) for any purposes other than what is described in this Privacy Notice. You can disable the collection and use of precise geolocation and still use the App. As stated above, if you do not agree with this Privacy Notice, please do not use the App. |
| Opt out | Opt out of the sale or sharing of your Personal Information. | As stated above, we do not sell or share (for cross-context behavioral advertising) Personal Information that we’ve collected from the App with third parties. |
| Free from discrimination | Be free from discrimination for exercising your privacy rights | We will not discriminate against you for exercising your choices and rights. |
| Access | Access your Personal Information that we’ve collected about you in the preceding 12 months following your request. | To exercise this right, see Section 11 for instructions. Note: You may request that we disclose the above information beyond the 12-month period for Personal Information collected on or after January 1, 2022, unless doing so proves impossible or would involve a disproportionate effort. |
| Appeal | Appeal if we decline to act on any of the above requests you’ve made | To exercise this right, call us at 844.212.9102 (Monday through Friday, 8am to 5pm AZ, excluding federal holidays) |
Please note the above-listed rights are subject to certain exceptions. For instance, we cannot disclose or permit access to specific pieces of Personal Information if the disclosure or access would present a certain level of risk to the security of the Personal Information, your profile with us, or the security of our systems or networks. We may decline your request if we cannot verify your identity or confirm the Personal Information that we maintain belongs to you. If we cannot honor your request, we will let you know.
- How to exercise your data privacy rights
Please submit your request and the required verifying information by either:
- Clicking here to submit your request online using your Zelle® app login credentials; or
- Calling us at 844.212.9102 (Monday through Friday, 8am to 5pm AZ, excluding federal holidays) to submit your request.
We will acknowledge receipt of your request and let you know how long we expect it will take us to complete your request (typically 45 days or less for most requests.).
- How we verify your request
For requests made online, at a minimum, your identity will be verified through your existing Zelle® password protected account and a One-Time Password (OTP) secure authorization.
For requests made by phone, at a minimum, your identity will be verified by matching certain Personal Information provided by you with Personal Information maintained by us. We may use a third-party identity verification service to assist us with verifying your identity.
We may need to request additional information from you to verify your identity or to understand the scope of your request, although you will not be required to create an account with us to submit a request or have it fulfilled.
- Authorized agents
You may designate an authorized agent to make a request on your behalf. Your authorized agent will be required to produce a signed authorization from you and additional identity verification may be required. Authorized agent requests may be made by phone at 844.212.9102 (Monday – Friday from 8am-5pm AZ, excluding federal holidays).
- Our data retention practices
We generally retain information for as long as it is necessary and relevant for our operations and to comply with applicable law. See Section 3 for more information.
- Links to third-party websites
Our App may contain links to other third-party websites, such as links to our bank and credit union partners’ websites. When you leave our App and visit those websites, you are bound by the privacy notices of those websites. We are not responsible for the privacy practices of these third-party websites, which are governed by their own privacy notices and practices.
- How we protect Personal Information
To help us protect your Personal Information, we maintain technical, physical, and administrative security measures to protect against loss, misuse, unauthorized access, disclosure, or alteration. Some of the safeguards we use are firewalls, data encryption, physical access controls to our data centers and information access authorization controls. Additionally, we use security features that are built into the hardware and software of your device to help protect your transactions, such as facial or fingerprint recognition. We do not collect or store your biometric verification information when you use the App.
It is your responsibility to make sure that your Personal Information is accurate and that your password(s) and profile registration information are secure and not shared with third-parties.
- Where Personal Information is stored
We are located in the United States. Our services are available for eligible United States users only. Our operations use a network of computers, cloud-based services, and other infrastructure and information technology that are based in the United States. Additionally, we may use third-party service providers that may process and/or store your Personal Information in the United States, the European Union, and in other countries.
- Changes to this Privacy Notice
From time to time, we may update this Privacy Notice. We may notify you about material changes in the way we treat Personal Information by placing a notice on our website or in the App. You should check this Privacy Notice frequently for updates.
- How to contact us
If your questions are not answered in this Privacy Notice, you may email us at zelleprivacy@earlywarning.com, or write to us at Early Warning Services, LLC., Attn: Privacy Office, 5801 N Pima Rd, Scottsdale, AZ 85250.
If you need assistance with the Zelle® App, please contact Consumer Services at https://www.zellepay.com/contact-us.
Zelle Mobile App Users Privacy Notice
Rev: Nov 2024
| FACTS | WHAT DOES ZELLE® DO WITH YOUR PERSONAL INFORMATION? | ||
|---|---|---|---|
| Why? | Financial companies choose how they share your personal information. Federal law gives consumers the right to limit some but not all sharing. Federal law also requires us to tell you how we collect, share, and protect your personal information. Please read this notice carefully to understand what we do. | ||
| What? | The types of personal information we collect and share depend on the product or service you have with us. This information can include: · Social Security number · Financial account information, including your debit card information · Account transactions occurring through your use of the Zelle® mobile application (the "Zelle® app”) · Zelle® transaction history, including information about payments requested, sent, and received, occurring through your use of the Zelle® app · Payment history for transactions made through your use of the Zelle® app · Checking account information (no longer collected in the Zelle® app as of the date of this notice) · Account balances (no longer collected in the Zelle® app as of the date of this notice) · Other nonpublic information collected/transmitted by us in connection with your registration for or use of the Zelle® app (e.g., geo-location, mobile phone number, email address, your name, payment information, passwords, passively collected information via tracking technologies such as cross-device tracking, unique device identifiers, unique device tokens, identity of your mobile device) When you are no longer our customer, we continue to share your information as described in this notice. | ||
| How? | All financial companies need to share customers’ personal information to run their everyday business. In the section below, we list the reasons financial companies can share their customers’ personal information; the reasons Zelle® chooses to share; and whether you can limit this sharing. | ||
| Reasons we can share your personal information | Does Zelle® share? | Can you limit this sharing? | |
| For our everyday business purposes –such as to process your transactions, maintain your Zelle® app Profile(s), prevent fraud, respond to court orders and comply with legal and regulatory requirements. | Yes | No | |
| For administrative purposes – such as to advise you of information regarding your Zelle® app Profile or a transfer you have initiated or received. | Yes | No | |
| For our marketing purposes – to offer our products and services to you | No | We don’t share | |
| For joint marketing of the Zelle® service with other financial companies | No | We don't share | |
| For our affiliates’ everyday business purposes – information about your transactions and experiences | Yes | No | |
| For our affiliates’ everyday business purposes – information about your creditworthiness | No | We don't share | |
| For our affiliates to market to you | No | We don't share | |
| For nonaffiliates to market to you | No | We don’t share | |
| Questions? | Go to https://www.zellepay.com/privacy-policy. If your questions are not answered online, you may email us at zelleprivacy@earlywarning.com or write us at Early Warning Services, LLC. Attn: Privacy Office, 5801 N Pima Rd, Scottsdale, AZ 85250. | ||
| Who we are | |||
| Who is providing this notice? | Early Warning Services, LLC (Early Warning is the network operator of Zelle®) | ||
| What we do | |||
| How does Zelle® protect my personal information? | To protect your personal information from unauthorized access and use, we use security measures that comply with federal law. These measures include computer safeguards and secured files and buildings. We maintain technical, physical, and administrative security measures to protect against loss, misuse, unauthorized access, disclosure, or alteration. | ||
| How does Zelle® collect my personal information? | We collect your personal information, for example, when you: · provide account information, including your debit card information · use your debit card via the Zelle® app · tell us who receives the money, tell us where to send the money[1], or when you receive money through the Zelle® app · give us your contact information We also collect your personal information from others, such as credit bureaus, affiliates, or other companies. | ||
| Why can’t I limit all sharing? | Federal law gives you the right to limit only · sharing for affiliates’ everyday business purposes—information about your creditworthiness · affiliates from using your information to market to you · sharing for nonaffiliates to market to you State laws and individual companies may give you additional rights to limit sharing. See below for more on your rights under state law. | ||
| Definitions | |||
| Affiliates | Companies related by common ownership or control. They can be financial and nonfinancial companies. | ||
| Nonaffiliates | Companies not related by common ownership or control. They can be financial and nonfinancial companies. · Nonaffiliates we share with can include analytics companies, customer service providers, banks and financial institutions. | ||
| Joint marketing | A formal agreement including agreed upon rules and protocols between nonaffiliated financial companies that together market financial products or services to you. · Zelle® does not share personal information with nonaffiliated financial companies for joint marketing. | ||
| Other important information | |||
Special Notice for California Residents: In order to comply with California law, the following applies if your account has a California mailing address. Restrict Nonpublic Personal Information Shared with Non-affiliated Third Parties Even if you do not make the privacy choice set above, we will not share information that we have about you with non-affiliated third parties, except for Everyday Business Purposes (defined below). For purposes of this notice, “Everyday Business Purposes” means any of the purposes set forth in Cal. Fin. Code § 4056. Including but not limited to: 1. When personal information is necessary to effect, administer, or enforce a transaction requested or authorized by you, or in connection with servicing or processing a financial product or service requested or authorized by you, or in connection with maintaining or servicing your account with us, or with another entity as part of a private label credit card program or other extension of credit on behalf of that entity, or in connection with a proposed or actual securitization or secondary market sale, including sales of servicing rights, or similar transactions related to a transaction of the consumer. 2. When your personal information is released with your consent or at your direction; and/or 3. When your personal information is released to: a. Protect the confidentiality or security of your records with us; and/or b. Protect against fraud, identity theft, unauthorized transactions, claims, or other liability. Restrict Nonpublic Personal Information Shared with Zelle® Family We will not share nonpublic personal information about you within our family of companies other than for our Everyday Business Purposes unless we first provide you with further privacy choices. Restrict Nonpublic Personal Information Shared with Joint Marketing Partners We will not share information about you with joint marketing partners unless we first provided you with further privacy choices. | |||
Special Notice to Vermont Residents: · We will not disclose information about your creditworthiness to our affiliates and will not disclose your personal information, financial information, credit report, or health information to nonaffiliated third parties to market to you, other than as permitted by Vermont law, unless you authorize us to make those disclosures. · Additional information concerning our privacy policies can be found at https://www.zellepay.com/privacy-policy. You may also email us at zelleprivacy@earlywarning.com or write us at Early Warning Services, LLC. Attn: Privacy Office, 5801 N Pima Rd, Scottsdale, AZ 85250. | |||
1 Zelle® does not send nor initiate the transfer of money. Zelle® provides information to your financial institution, based upon the information you provide, directing your financial institution on where to debit or credit money.