If the recipient hasn’t received your transfer yet, it may still be processing, need additional verification, have reached another currency account, or have been returned.
Check the points below to find out what happened and what you can do next.
1. Check if the transfer is still on its way
After you send a transfer from your ZEN account, check its status in your transaction history.
If the transfer doesn’t show as “Sent”, it may still be processing. Standard processing times apply, but a transfer can sometimes take longer because of technical issues or additional security checks.
See also: How long does it take to process my transfer
2. Make sure the recipient account details are correct
Incorrect recipient details, such as the account number (IBAN), BIC/SWIFT code, or card number, can cause a transfer to be delayed or rejected.
Double-check the recipient details and make sure they match the details you entered when sending the transfer.
If the transfer shows as “Sent” in the ZEN.COM app, you can generate a payment confirmation and share it with the recipient. They can use it to help locate the transfer with their bank or payment provider.
See also: How to download a payment or transfer confirmation
3. Check if the transfer was received in another currency
The recipient’s bank may automatically convert an incoming transfer into another currency. The money may already be available in another currency account linked to the recipient.
Share the payment confirmation with the recipient so they can check their other currency accounts or cards.
If you sent money to Ukraine using a PrivatMoney transfer, see: Which cards and accounts can I send a PrivatMoney transfer to?
4. Check if the recipient’s bank supports the transfer
The recipient’s bank may reject an incoming transfer because of its security checks or because it doesn’t support that type of transfer.
Ask the recipient to check with their bank whether their account can receive the transfer you sent.
For future transfers, include a payment reference (transfer title) when sending money from the ZEN.COM app. If the recipient can receive money using their card number, you can also consider that transfer method instead of a bank transfer.
5. Check for verification messages
Some instant and standard transfers may be paused for additional security verification.
If your transfer needs verification, you’ll receive an email or notification from ZEN.COM with instructions on what to do next. Follow the instructions to verify or confirm the transfer.
You can also check the transfer status in the ZEN.COM app for more information.
See also: About “Unlock your transaction” status in ZEN.COM
6. Check if the transfer was returned
If a transfer is stopped or rejected, the money is automatically returned to your ZEN account.
Returns usually arrive within five business days. It may take longer if other banks or payment institutions were involved in processing the transfer before it was returned to ZEN.COM.
See also: My transfer from ZEN.COM was returned