The Zelle app may show various errors when trying to connect your Comun card or another card. Don't worry, here's how to resolve them!
If you have Zelle connected to another bank, in your Zelle app or in your other bank's app, you will have to follow these steps to change the connection. If you try to create a Zelle account with previously used data, you will get an error.
Check the error that appears in the app, and review this article for possible solutions:
Issues connecting your card:
(!) Unable to process your debit card
The name, card number, or address were not entered correctly.
Your name, address, and card number must be exactly the same as in your Comun account:
Make sure to enter your name exactly as it appears on your Comun card, often this is not your full name.
The card number must be entered without spaces, and must be exactly the same as the card number you can see in your app or on your physical card.
The address you enter in Zelle must be the same as the one you entered in your Comun account, letter by letter, with the same spaces. You can find this in your Comun app, under "Settings", "Personal Information".
Also, the expiration date and CVV must be the same. If your physical and virtual cards do not have the same expiration date or CVV, contact us from your app. All of this must be identical, letter by letter!
(!) Unable to add card details
As you cannot copy and paste the card number, if you go back and forth, you have to start over each time and this can cause this error.
To ensure that you are entering your card number correctly without having to have the Comun and Zelle app open at the same time, write the following on a piece of paper: name as it appears on the card, card number, expiration date, CVV, and address as it appears on your Comun account in the "Settings", "Personal Information" section. All of this must be identical, letter by letter. Add this to Zelle and securely dispose of the paper.
(!) Card failed
It is not possible to add the card, most likely the card is frozen or blocked.
Please check that your card is activated. When you receive your physical card, you will see a button in your app to activate it. If you have not done this step, please enter your app and activate it. If you do not see the activation button, contact us from your app.
(!) Uh oh. There was a problem
This error may indicate a discrepancy in the card information, name, or address.
Remember that all the data you enter in the Zelle app must be identical, letter by letter, to the ones you have in your Comun account.
Make sure to enter your name exactly as it appears on your Comun card, often this is not your full name.
The card number must be entered without spaces, and it must be exactly the same as the card number you can see on your app or physical card.
The address you enter in Zelle must be the same as the one you entered in your Comun account, letter by letter, with the same spaces. You can find this in your Comun app, under "Settings", "Personal Information".
(!) Profile locked
Zelle has temporarily or permanently blocked your account due to multiple failed attempts to add your card.
This can happen when you enter incorrect information multiple times, not exactly as it appears on your Comun account. Remember that your address must be exactly the same as it appears on your Comun account, letter by letter, and your name must be exactly as it appears on your card. Many times, this is not your full name.
In this case, only Zelle can unlock your account by calling 1-844-428-8542 and selecting option 4 to speak with a representative. You can also email customerservice@zellepay.com.
Make sure to communicate the following to the Zelle agent:
Please mention that you speak Spanish so that they can put an interpreter on the phone.
You want to link a Debit card to Zelle, not your bank account, as we are not a Zelle partner bank. You will be linking your Debit card, not your account.
Please explain if you have another bank account or card already linked to Zelle, so that we can assist you with the appropriate case.
Once unlocked, you can try again, using the data as they appear in your Comun account.
(!) Uh oh - Error 2900
This error is usually a problem on Zelle's side.
In this case, we recommend waiting and trying again later, or clearing your cache. To clear the cache on your mobile device, follow these instructions:
iPhone:
1. Go to Settings.
2. Go to General.
3. Now tap on iPhone Storage.
4. Tap on the app you want to clear its cache.
5. Tap on Delete app and confirm the action. Do not confuse with Uninstall.
Android:
1. Go to Settings.
2. Apps and notifications.
3. All apps.
4. Choose an app from the list and select Storage.
5. Clear cache.
Next, restart your phone, delete the Zelle app, and re-download it. If the error persists, contact Zelle at the number (844) 824- 6613 and select option 4 to speak with a representative.
Problems with transfers:
(!) Payment Failed, (!) Unable to process your transaction at this time, (!) Unable to process payment
This usually happens when you are unable to receive or send money, after linking your Comun card with Zelle.
Please check that your card is activated. When you receive your physical card, you will see a button in your app to activate it. If you have not done this step, log into your app and activate it. If you do not see the activation button, contact us through your app.
Also remember that Zelle has a limit of $500 per week for sending money, and $5,000 per week for receiving. If you have already reached the limit, you will not be able to make payments with Zelle. In this case, you can use ComunYa, the payment system between Comun accounts, for free.
(!) Unable to transfer
This error occurs when the transfer is not allowed.
Users cannot transfer to another Zelle account for people who have connected digital banks to Zelle (for example, it is not possible with Comun to Seis, or Chime, or SoFi, and vice versa). It is only possible to use Zelle and send money to people who have connected with traditional banks such as Chase, Bank of America, WellsFargo, Truist, US Bank, or other large banks.
If you want to send money to friends and family in other digital banks, you can use ComunYa, the payment system between Comun accounts, free and without limits! Learn how here.