Transfer to my ZEN account didn't arrive

We understand that nobody likes waiting for money. Most transfers reach your ZEN account within the usual timeframes. Here’s how to check what’s happening and make sure everything’s on track.

How to locate your transfer

1. Check the standard transfer times.
   Compare the time since the transfer was sent with our standard processing times. If it’s still within that window, your transfer is likely on the way.
2. Review your transaction history.
   Open the ZEN.COM app and check your transaction history. Transfers can appear between other entries, so it’s easy to miss one. If you see “Unlock your transaction,” learn what this status means here.
3. Ask the sender for a transfer confirmation.
   Once you get it, check these details carefully:
   • Settlement date: it shows when the money left the sender’s bank.
   • Recipient's account or card number: make sure it matches the one shown in your ZEN.COM app for the transfer type.
     Funds sent to the wrong account number will be automatically returned to the sender within the timeframes specified here.
4. Check the transfer details based on the transfer type.
   • SEPA transfers: use the account shown in the “Domestic” tab for EUR in your ZEN.COM app. The account number (IBAN) starts with LT (BIC/SWIFT: BZENLT22).
   • SWIFT transfers: use the account shown in the “International” tab for the selected currency in your ZEN.COM app. The account number starts with GB (BIC/SWIFT: TCCLGB3L).
   • Domestic transfers: use the account shown in the “Domestic” tab for the selected currency. Not all currencies support domestic transfers yet.
   • Transfers to a card number: use your ZEN Card number shown in the ZEN.COM app. Never share your card’s expiry date or CVV/CVC code with the sender.
   • Learn how to check your ZEN account number here.
5. Ask the sender to trace the transfer if the processing time has passed.
   If the standard transfer processing time has passed since the settlement date and the money still hasn’t arrived, ask the sender to contact their bank. Their bank can trace the transfer through its internal systems.
6. Contact ZEN Support if needed.
   If the sender confirms with their bank that the transfer was sent correctly but it’s still missing from your ZEN account, share the transfer confirmation with us. Include these details in one file or photo:
   • Sender’s account number and name.
   • Your name and the account or card number the sender used.
   • Settlement date.
   • Amount and currency sent.

See also:

• What international transfers does ZEN support?
• Why is the amount received different from the amount sent?