My top-up has failed

We understand it’s confusing when your top-up doesn’t go through. Most rejections are caused by bank limits, 3D Secure (3DS) confirmations, or payment method restrictions. Here’s how to check what went wrong and try again.

Common reasons and quick fixes

• Exceeded your ZEN account top-up limit.
  Each ZEN account has a daily top-up limit. Try a smaller amount or wait until the next day. For more information about ZEN account top-up limits, read this guide.
• Your bank's transaction limits, e.g., your card's transaction limit.
  Your bank may block high-value payments. Check daily spending limits in your bank and increase them if needed.
• Bank declined the payment.
  Some banks may block international transactions. Add ZEN.COM as a trusted merchant in your banking app. For more information about other bank’s rules, read this guide.
• Payment method isn’t in your name.
  You must use a card or other payment instrument issued to you. Read this guide for more information.
• Not enough funds.
  Double-check you have enough funds in the account you’re using to top up ZEN.COM.
• Expired confirmation.
  Approve the payment as soon as your bank asks. Payment approvals usually expire after a few minutes.

Still not working?

Try topping up again with a smaller amount, or use a bank transfer instead.