Digital FAQs | Amerant Bank

Digital FAQs | Amerant Bank

Digital FAQs

Manage Your Account

What is the difference between an account’s available balance and current balance?	An account’s available balance shows the amount of funds immediately available to you. The available balance for a deposit account, such as a checking account, reflects the portion of the current balance available for use. For a loan account, such as a credit card account, the available balance indicates your credit line or how much you can currently spend. An account’s current balance is the total amount of funds including pending transactions, holds, and so on. The current balance for a loan account, such as a credit card account, reflects how much is owed.
What do I need to view my statements or documents?	For iOS: Tap the document name to open it for viewing within the app. For Android: You will need a PDF viewer installed on your mobile device. If you do not have one, you can download one from the Google Play Store. Tap the document name to open it for viewing from the supported app, otherwise the PDF will save to your Downloads.
How can I view my statements online?	To view your online statements using a desktop browser, simply click on: Accounts > Documents > Statements > Select account and year
How can I enroll in eStatements?	To enroll in eStatements, open your browser and click on: Accounts > Documents > Delivery Settings Note: Settings for statements and tax notices are managed separately.
What information does the mobile banking app store on my device?	By default, no personal or account information is stored on your mobile device. If you select to save your user ID, then your user ID will appear on the Sign On screen. To keep yourself safe, never email your personal information to anyone, and make sure you don’t keep your user ID, password or account information in the notepad or address book of your phone.
How secure is this mobile banking app?	Mobile banking ensures a high security level by hiding your full account number, timing out your session after inactivity, and by using your existing online banking user ID and password, which only you know.

Zelle^®

Getting Started

What is Zelle^®?	Zelle^® is a convenient way to send and receive money with friends, family and others you trust through your bank or credit union’s mobile app or online banking. All you need is you recipient’s email address or mobile number, and money will be available to use in minutes if they’re already enrolled with Zelle^®. Your account information and activity stay private. Zelle^® is available in over 2,200 bank and credit union apps, so you can send money to friends and family even if they don’t bank at Amerant.¹
How do I get started with Zelle^®?	Zelle^® is already available within Amerant’s mobile banking app and online banking. Open the app, or sign in online and follow a few simple steps to enroll with Zelle^® today.
How do I use Zelle^®?	You can send, request, or receive money with Zelle^®. To get started: Log into Amerant Online Banking^SM or Amerant Mobile^SM app. Select Zelle^® from the Move Money menu option. Accept the terms and conditions, and select Get Started. Select or enter your email address or mobile phone number. You may be required to verify your information via a one-time verification code, enter it, and you’re ready to start sending and receiving with Zelle^®. To send money using Zelle^®: Simply select someone from your mobile device’s contacts (or add a trusted recipient’s email address or mobile number). Add the amount you’d like to send and an optional note. Review and hit “Send”. The recipient will receive an email or text message notification via the method they used to enroll with Zelle^®. Money is available to your recipient in minutes if they are already enrolled with Zelle^®. To request money using Zelle^®: Choose “Request.” Select the individual(s) from whom you’d like to request money. Enter the amount you’d like to request. Include an optional note, review, and hit “Request”. If the person you are requesting money from is not yet enrolled with Zelle^®, you must use their email address to request money. If the person has enrolled their mobile number, then you can send the request using their mobile number. To receive money, just share your enrolled email address or mobile number with a friend and ask them to send you money with Zelle^®. If you have already enrolled with Zelle^®, you do not need to take any further action. The money will be sent directly into your Amerant Bank account, typically within minutes. If someone sent you money with Zelle^® and you have not yet enrolled with Zelle^®, follow these steps: Click on the link provided in the payment notification you received via email or text message. Select Amerant Bank. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or mobile number where you received the payment notification – you should enroll with Zelle^® using that email address or mobile number to ensure you receive your money.
Who can I send money to with Zelle^®?	Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter or neighbor.¹ Since money is sent directly from your Amerant Bank account to another person’s bank account within minutes¹, Zelle^® should only be used to send money to friends, family and others you trust. If you don’t know the person or aren’t sure you will get what you paid for (for example, items bought from an online bidding or sales site), you should not use Zelle^®. These transactions are potentially high risk (just like sending cash to a person you don’t know is high risk).
What types of payments can I make with Zelle^®?	Zelle^® is a great way to send money to family, friends, and people you are familiar with such as your personal trainer, babysitter, or neighbor.¹ Since money is sent directly from your bank account to another person’s bank account within minutes,¹ Zelle^® should only be used to send money to friends, family, and others you trust. Neither Amerant nor Zelle^® offers purchase protection for payments made with Zelle^® – for example, if you do not receive the item you paid for or the item is not as described or as you expected. For questions, please contact us at 1-866-806-8125.
How do I use a Zelle^® QR code?	Zelle^® QR code provides peace of mind knowing you can send and receive money to the right person, without typing an email address or mobile number. To locate your Zelle^® QR code, log into the Amerant Mobile^SM app, click “Zelle^®“. Next, click “Zelle^® QR code” and your QR code will be displayed under “My Code”. From here you can view your QR code and use the print or share icons to text, email or print your Zelle^® QR code. To receive money, share your Zelle^® QR code. To send money, log into the Amerant Mobile^SM app, click “Zelle^®”, click “Send,” then click on the QR code icon displayed at the top of the “Select Recipient” screen. Once you allow access to your camera, simply point your camera at the recipient’s Zelle^® QR code, enter the amount, hit “Send,” and the money is on the way! When sending money to someone new, it’s always important to confirm the recipient is correct by reviewing the displayed name before sending money.
What if I want to send money to someone whose bank doesn’t have Zelle^®?	As of March 31, 2025, all users must be enrolled through one of the more than 2,200 banks and credit unions that offer Zelle^® in order to send and receive money. The list of participating financial institutions is always growing. You can find the updated list of participating banks and credit unions live with Zelle^® at Zellepay.com. If their bank or credit union is not listed, we recommend you use another payment method at this time.

Send & Receive Money

Someone sent me money with Zelle^®. How do I access it?	If you’re already enrolled with Zelle^®, the money will move directly into your bank account, typically within minutes. If you’re not yet enrolled with Zelle^®: Click on the link provided in the payment notification you received via email or text message. Select Amerant. Follow the instructions provided on the page to enroll and receive your payment. Pay attention to the email address or U.S. mobile number where you received the payment notification. You should enroll with Zelle^® using that email address or U.S. mobile number to ensure you receive your money.
Can I use Zelle^® with any of my contacts?	Yes! You can send or request money with anyone, all you need is a valid phone or email for your contact.
Can I cancel a payment or a request?	Only outstanding requests can be canceled. To cancel a request, go to the pending activity list and tap “Cancel”.
How does the Split feature work?	Split can be used to request reimbursement from multiple contacts if you take care of a bill. Simply choose Split from the task menu and enter one or more contacts. Add an amount and the app will calculate an even split. Adjust the amount per contact if needed and then send the request. You can track progress in the pending activity list until each contact has responded to the request.
Are there any limits for sending and receiving money with Zelle^®?	The amount of money you can send, as well as the frequency, is set by each participating financial institution. To determine Amerant Bank’s send limits, call our customer service at 1-866-806-8125. At Amerant Bank, there are no limits to the amount of money you can receive with Zelle^®. However, remember that the person sending you money will most likely have limits set by their own financial institution on the amount of money they can send you.
Are there any fees to send money with Zelle^®?	No, Amerant Bank does not charge any fees to use Zelle^® in the Amerant Online Banking^SM or the Amerant Mobile^SM app. Your mobile carrier’s messaging and data rates may apply.

Zelle^® Settngs & Help

How do I update incoming Zelle^® numbers/emails?	To update incoming Zelle^® numbers/emails through Mobile Banking: Select Zelle^® > Settings > Incoming Activity > Enter a new mobile number and/or email address. A new mobile number or email must be entered before deleting the previous one. To update incoming Zelle^® numbers/emails through Online Banking: Select Move Money > Zelle^® > Settings > Incoming Activity > Enter a new mobile number and/or email address. A new mobile number or email must be entered before deleting the previous one.
How can I change the account I receive/send money from?	To update the account, you receive and send money from, go to: Online Banking: Move Money > Zelle^® > Settings > Funding Account Mobile: Zelle^® > Settings > Funding Account
How can I delete or modify a payee in Zelle^®?	To delete or modify a payee on your mobile device: Go to Zelle^® > Send > Edit icon on payee > Change or Delete To delete or modify a payee through Online Banking: Go to Move Money > Zelle^® > Edit icon on payee> Modify Contact Info > Change or Delete
Why am I not receiving my Zelle^® notifications?	To review your Zelle^® notification settings, go to: Online Banking: Zelle^® > Settings > Zelle Notifications Mobile: Zelle^® > Settings > Funding Account
I’m getting an error message when trying to set up Zelle^® with my mobile number or email. Why?	Your email address or U.S. mobile number may already be enrolled with Zelle^® at another bank or credit union. Call our customer support team and ask them to move your email address or U.S. mobile number to Amerant so you can use it for Zelle^®. Once customer support moves your email address or U.S. mobile number, it will be connected to your Amerant account so you can start sending and receiving money with Zelle^® through the Amerant mobile banking app and online banking. For help, call Amerant customer support toll-free at 1-866-806-8125.
I didn’t get a verification code when I enrolled. What should I do?	If you were expecting to receive a verification code via email, make sure that the email address you have registered or entered is correct. Also, check your spam folder and make sure you’re not blocking emails from questions@amerantbank.com. If you were expecting to receive a verification code via text and didn’t, make sure that the phone number you have enrolled or entered is a U.S. mobile number. International phone numbers, Voice Over IP (VOIP), landlines, and Google Voice numbers are not eligible for Zelle^® enrollment. If you are still experiencing issues enrolling, please call Amerant customer support toll-free at 1-866-806-8125.

Transfers & Deposits

How do I deposit a check from my mobile device?	First, endorse the back of your check. Select Deposit Check from the task menu and then tap Front and Back to take a picture of each side of the check. Note that some accounts may not be eligible for mobile deposit.
I received an error stating that the check image could not be uploaded. What should I do?	Retake the picture by placing the check on a flat surface with a dark background and good lighting. Ensure the image is within the preview frame before retaking the picture.
How can I send a wire transfer?	To initiate a wire transfer using Online Banking, simply navigate to: Move Money > Wire Transfer > Make Transfer
How can I create a wire transfer template?	To create a wire transfer template in Online Banking, click on: Move Money > Manage Templates > Create Template To create a wire transfer template in Mobile Banking, click on: Plus (+) > Personal Wire > Manage Templates Templates can be created for both domestic and international transfers.

Cards & Controls

Card Controls

What are Card Controls?	Card controls allow you to control eligible payment cards from your mobile device. You can activate or deactivate cards, restrict card usage to specific types of merchants and/or transaction types, establish threshold amounts and allow cards to only be used in specific geographical regions.
How are Merchant Types Used?	Use merchant types to permit or restrict your payment card from being used with specific categories of merchants, such as restaurants and department stores. For example, you can enable the merchant types for groceries and fuel for everyday purchases but disable entertainment and travel until required.
How are Transaction Types Used?	Use transaction types to control which types of transactions are permitted. For example, if you do not often travel internationally, you can disable international transactions until required.
What is a Threshold Amount?	A threshold amount is the maximum dollar amount for a point-of-sale transaction. If a transaction exceeds your defined amount, the transaction is declined.
What are Regions?	Regions allow you to assign each eligible card to a geographical area. When a point-of-sale transaction is initiated, we compare the merchant’s location with your defined regions. Your device does not have to be physically within a defined region for the transaction to be approved. If the transaction occurs outside of your region(s), it is denied.
How do I create a region?	Create a region by zooming in and out on the map or by entering search criteria. Although the visible area on your map is square, the region is contained within a circle. The areas within the corners of your map are included as part of the region.
How do I block international transactions?	You can block your card from being used internationally by enabling the Block International option on the Location Controls screen. Blocking international transactions will disable all set regions.

Card Alerts

What are Card Alerts?	Card alerts allow you to customize the alerts on your mobile device from cards enrolled in Card Controls. You can activate or deactivate card alerts, set card alerts for specific types of merchants and/or transaction types, and select a threshold transaction amount for receiving a card alert.
How are Merchant Types Alerts Used?	Use merchant type alerts to receive an alert whenever the enrolled card is used with specific categories of merchants, such as restaurants and department stores. For example, you can disable the merchant type alerts for groceries and fuel for everyday purchases, but enable alerts for entertainment and travel.
How are Transaction Types Alerts Used?	Use transaction type alerts to control which types of transactions trigger an alert. For example, if you do not often make online purchases, you could enable eCommerce to receive an alert when an enrolled card is used in an online transaction.
What is a Threshold Amount Alert?	A threshold amount alert is the dollar amount that, if exceeded, will trigger an alert. If a transaction exceeds your defined amount, an alert will be delivered to your mobile device.
What is the International Alert?	The international alert is similar to the transaction type alerts, but it is a category of its own. It can be set to on or off. If International is enabled, an alert will be delivered any time the card is used in a transaction outside of the registered country.

Loans & Payments

How can I view my loan information?	To view your loan information using a desktop browser, click on: Account Detail page > Show Account Summary
How do I make a loan payment through Online Banking?	To make a loan payment in Online Banking, click on: Move Money > Loans > Make a Payment
How do I make a loan payment through Mobile Banking?	To make a loan payment through Mobile Banking, click on: plus (+) > Loans > Make a Payment
How do I check the interest rate and maturity date of my CD?	To check your CD interest rate and maturity date, using a desktop browser, click on: Account Detail page > Show Account Summary

Personal Finance Tool

What is Personal Finance?	A Personal Finance Tool is a secure application integrated into our online banking that helps you manage your money. It offers features like tracking income and expenses, budgeting, setting financial goals, and analyzing spending habits.
How does the Personal Finance tool work?	The Amerant Personal Finance tool retrieves your personal financial information from Mobile Banking and enables you to include accounts from other financial organizations such as mortgages and credit cards. It then provides an integrated toolkit of options you can select to view your accounts, transactions, and spending patterns, and work with your personal budgets.
How do I enroll in the Personal Finance app?	This tool is already included in your account but you must agree to the “Terms & Conditions.” If you are not a customer with Amerant Bank, you can gain access by opening one of our checking accounts.
How do I launch the Amerant Personal Finance Tool from my Mobile Banking app?	Once you have signed on to Mobile Banking, you can launch the Personal Finance tool by clicking the appropriate option on the More Menu, or by clicking a link on the Accounts Dashboard.

¹ To send or receive money with Zelle^®, both parties must have an eligible checking or savings account. Transactions between enrolled users typically occur in minutes.