Seeing a higher amount than the cash you received can be confusing. ZEN.COM does not add extra ATM fees beyond your Plan, but the ATM itself may have applied a surcharge or currency conversion. This is common and depends on the ATM you use.
A quick way to check is to look at your transaction history. If you do not see a separate ATM withdrawal fee there, it was charged by the ATM, not by ZEN.COM.
Why this can happen
ATM surcharge
Some ATMs charge their own usage fee. This is called a surcharge and is set by the ATM operator, not ZEN.COM.
Before you confirm a withdrawal, the ATM should show the total amount, including this fee.
If the fee was not shown on the screen but still charged, contact us. We’ll help you check what happened.
Dynamic Currency Conversion (DCC)
An ATM may offer to convert the withdrawal into a currency you choose. This is called Dynamic Currency Conversion. If you accept it, the exchange rate comes from the ATM, not from ZEN.COM, and it’s usually less favourable.
To avoid extra DCC costs, always choose the local currency of the country you’re in, for example, PLN in Poland or EUR in Germany. The ATM should show the exchange rate and final amount before you confirm. If it didn’t, and you were charged anyway, contact us.
Good to know
- ZEN.COM does not control ATM surcharges or DCC rates.
- You’ll always see ZEN.COM’s own fees in your Plan's pricing.
If your plan includes ATM withdrawals with no ZEN.COM fee up to a certain amount, this applies only to fees from ZEN.COM. ATMs may still charge their own fees. - ATM fees and exchange information should be visible before you approve the withdrawal.
- The extra charge doesn’t affect the cash you already received.