Transfer times depend on the type of transfer and where the money is going. Most transfers arrive within the timeframes shown below. Sometimes they take longer due to external banks or verification checks.
Standard processing times
| Transfer type | Standard processing time |
|---|---|
| Incoming and outgoing SEPA (EUR) |
Express transfer: 10 seconds Standard transfer: 1-3 working days |
| Incoming and outgoing SWIFT (International) | 1-3 working days |
| Outgoing XBS (Mastercard Cross-Border Services) | 1 working day |
| Incoming and outgoing Local GBP (Faster Payments) | 2 hours |
| Transfer to Card (Mastercard Send, Visa Direct) |
Within EEA: Instant Outside EEA: Up to 5 working days |
| ZEN Buddies | Instant |
What do “working days” mean?
Working days are Monday to Friday, excluding public holidays. Weekends and bank holidays are not counted as working days.
For example, if a transfer is sent on Friday afternoon, processing may start on the next working day, which is Monday.
If your transfer is taking longer than expected
Nobody likes waiting for money. Here’s what to check first:
- Make sure the standard processing time from the table has fully passed.
- Double-check the recipient details, such as IBAN, account number, or card number.
- Open the ZEN.COM app and review the transfer status in your transaction history.
If your transfer shows as "Pending" or "In progress", it means it’s still being processed. You can learn more in How to check transfer status
Why a transfer might take longer
Some transfers require additional checks before they can be completed. This may happen because of:
- security or anti-fraud verification
- compliance checks by ZEN.COM or the recipient’s bank
- incorrect or incomplete recipient details
These checks help protect your money and prevent fraud. In some cases, they may add extra working days to the processing time. You can learn more in Why do I see "Unlock your transaction" in my ZEN.COM app?
Still haven’t received the funds?
If the standard processing time has passed and you still don’t see the transfer:
- For incoming transfers, see How to locate a transfer sent to my ZEN account
- For outgoing transfers, check My transfer didn't reach the recipient
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: