Most top-ups to your ZEN account arrive within seconds. In some cases, it can take longer depending on the payment method or additional checks.
Standard processing times
Top-ups are usually instant once your payment provider (for example, your bank or card issuer) confirms the transaction.
If your top-up is taking longer than expected
If your top-up hasn't been completed yet, here’s what to check first:
- Make sure the top-up was accepted by your payment method. Some methods require extra confirmation, such as a code sent to your phone, email, or a notification from your bank.
- Double-check the details you entered, such as the card number.
- Open the ZEN.COM app and review the top-up status in your transaction history.
If your top-up shows as "Pending" or "In progress", it means it’s still being processed and should arrive once the process is complete. Learn more: How to check top-up status
Why a top-up might take longer
Some top-ups need extra checks before they’re completed. This helps protect your money and prevent fraud. This can happen if:
- Additional security or anti-fraud checks are needed
- Compliance verification is required
- Some transaction details are missing or incorrect
This may add extra working days to the processing time. Learn more: Why do I see "Unlock your transaction" in my ZEN.COM app?
Still haven’t received the funds?
If the top-up wasn’t completed, see: My top-up has failed
Do you need help? We are always here for you:
- in ZEN.COM app support chat (open the link on your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, make sure that the ZEN.COM app is allowed to send push notifications on your mobile device.
- in ZEN.COM Help Center chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Center to start a chat.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.
See also: