Sent money via ZEN Buddies by mistake? Here’s what you can do.
ZEN Buddies transfers happen instantly between ZEN.COM users, so most can’t be cancelled once sent.
If you sent money to a phone number that isn’t linked to a ZEN account yet, and the recipient doesn’t create a ZEN account to claim the funds, the transfer will automatically return to your ZEN account balance after 3 days. You’ll see its status change to “Rejected” in your app.
If your transfer shows as “Pending”, our Support Team may still be able to cancel it before it goes through.
If the transfer is already “Completed”, it can’t be reversed. In that case, try contacting the recipient directly to request a refund. If the recipient does not respond, our Support Team may request the recipient's consent to return the transfer. Funds cannot be returned without the recipient's consent.
If you believe the ZEN Buddies transfer was part of a scam or fraud, report it to law enforcement and contact us right away for further guidance.
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.
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