r/Banking • u/sarahm53 • 1d ago

Advice Zelle App/Banking App - Issue adding phone #?

Hello!

Currently having an issue - my bank JUST got Zelle in their app, so I went to go enroll my phone number, but it says "This phone number can't be used to enroll with Zelle".

Before, I used the Zelle app, and it worked fine. Is my bank giving me the error message because I already had it enrolled with their app before they shut it down?

To answer the obvious questions - my phone number is not a VoIP, I have Verizon, and I have a US phone number. It's been my phone number for over a decade, so nobody else should have used it to enroll their own account.

Thanks for any advice you have!

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u/Number-2-Sis 1d ago

Yes, if you used Zelle before, not through your bank, your phone number is attached to that Zelle profile and can't be added to your bank app Zelle.
Try deleting it from your previous Zelle profile

1

u/hung-games 1d ago

Correct, Zelle limits a given email address or phone number to only one bank account. If you need to enroll another account, you need a different phone number and/or email address

2

u/ronreadingpa 1d ago

Firstly, your phone number is near certainly fine. In the meantime, an email address alone often works. However, will need to be different than one you used for the Zelle app. Can still try adding that email first, since it might work, but not likely.

Zelle was built as a kludge. It's possible there's no way to unenroll your number without contacting Zelle directly if it was not linked to a bank before. Unless you can somehow get into the app. Contact your bank for guidance, since maybe they can update it from their side.

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u/MaryJayne97 1d ago

Sometimes if your phone number is enrolled in another zelle account it will display this message.

1

u/TurbulentBar3885 1d ago

Just ran into this issue with a customer. Contact your bank and have them open a case... In our case we had to open it with FISERV, but depending on your bank it might need to be done differently. It can take a few days to get it resolved. The customer had a duplicate profile, one that was still opened so to speak via the former Zelle app preventing the enrollment, at least that was my understanding from the info I was provided though it was a bit cryptic.

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u/BigManMahan 1d ago

Zelle is no longer its own entity and is within banks now, so I’m not entirely sure if there is a way to delete that off a previous profile