Why do I need to provide my date of birth and last 4 of SSN to redeem my gift through Zelle?

If you're redeeming your gift through Zelle, you'll be asked for a few extra details — your date of birth and the last 4 digits of your Social Security Number (SSN) — along with your name and address. Here's why, and what to do if something doesn't go through. 

Why am I being asked for this information?

Federal law requires us to verify the identity of anyone receiving money through a person-to-person transfer like Zelle. We already collect your name and address — adding your date of birth and last 4 of SSN lets us confirm who you are before sending the money.

Is it safe to enter my SSN digits?

Yes. We only ask for the last 4 digits, and they're hidden as dots while you type. This information is used only to verify your identity for this transfer — we do not store your SSN digits.

What if I'm told to try again?

If you see a message saying some of your information couldn't be verified, double check that your name, address, date of birth, and last 4 of SSN exactly match your official records, then resubmit the form. You can try again up to three times.

What if it keeps failing, or I'm told Zelle isn't available to me?

If your information can't be verified after a few tries, Zelle won't be available for that visit, and you'll see a button to choose a different redemption method. Your gift isn't lost — just choose another way to redeem it. If you come back later or refresh the page, you're welcome to try Zelle again.

Is there a minimum age to use Zelle?

Yes. You must be 18 or older to redeem a gift through Zelle. If you see a message about this, please choose a different redemption method.

My Zelle request just says "failed" — is that the same thing?

Not necessarily. A general message like "Your request for a Zelle transfer has failed. Please verify your Zelle account information and try again" usually means something else went wrong with the transfer itself, not your identity. Double-check your Zelle email or phone number and try again. If it keeps happening, contact us with your gift details.

I passed the identity check, but my transfer still failed. What happened?

That's a separate issue with the transfer itself (for example, with your bank or Zelle account), not with your identity. Double-check your Zelle details and try again, or contact us for help.

I've used Zelle with this gift card before and never had to do this. Why now?

That's correct — this is a new requirement. Federal rules require us to verify identity for Zelle transfers, so we're now collecting this information from everyone who redeems a gift through Zelle.

Can I use a different Zelle account or email to avoid this?

No, identity verification applies no matter which Zelle account or email you use. If you're having trouble, choosing a different redemption method is the quickest path to getting your gift.

Still need help?

If you believe your information is correct but your identity still couldn't be verified, or you're running into a different issue, contact us with your gift details and we'll take a look.