Why am I seeing a message asking me to “Update your primary email address” when trying to use Zelle?

This message often appears when your email address or mobile phone number is already being used somewhere else in our system—for example, if you share contact information with a joint account owner.

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Zelle® requires that each phone number or email address be used by only one person across all Zelle® participants. If the system detects a duplicate, it won’t allow enrollment until the information is unique.

How do I fix it?

Option 1: Update Your Mobile Phone Number (Fastest Fix)

If your phone number matches a joint owner’s number, or appears elsewhere in the system:

  1. Sign in to Online or Mobile Banking.
    • Online Banking: In the upper right-hand corner, click your name to find the dropdown menu for My Profile. Under My Profile, you can update personal details including display name, email addresses and phone numbers.

    • Mobile Banking: From the My accounts view, tap the user icon in the top right.

  2. Update your mobile phone number to a unique number (one that’s not shared with anyone else).
  3. Save your changes.
  4. Return to the Zelle® section and try enrolling again.

Once your phone number is unique, you should see the Zelle® welcome screen and be able to enroll successfully.

Option 2: Use a Different Email Address

If you do not have a second phone number:

  1. Update your primary email address to one that only you use.
  2. Save your changes.
  3. Try enrolling in Zelle® again.

Why does Zelle® need a unique phone number or email?

To keep your transfers secure, Zelle® uses your phone number or email as a unique identifier. If your contact info is shared or duplicated anywhere in the Zelle® network, the system can’t tell users apart—and it prevents enrollment as a safety measure.

What if I update my information and still can’t enroll?

If you’ve updated your phone number or email and still can’t access Zelle®:

  • Log out and back in again
  • Double-check that the updated information is marked as your primary contact method
  • Make sure your mobile number is marked as Mobile, not Home or Work, in your profile
  • Try from both the mobile app and the browser

If issues continue, please contact us at 1‑877‑465‑3361 and we’ll be happy to assist further.

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