Issue
Why was my top-up was rejected?
Resolution
ZEN allows you to top up your account fast and safely in many currencies. The most frequent reasons for rejection of account top-ups are:
- Exceeded ZEN top-up limits. For more information about ZEN top-up limits, please see this article.
- Exceeded third-party transaction limits, e.g., your bank card's transaction limit — please make sure to set the correct transaction limits on the account that's being used to top-up ZEN.
- Top-up rejected by your bank due to its internal rules — for more information about other bank's regulations, please see this article.
- Automatic control systems assume that the deposit is made using a payment instrument (for example, a card) issued in the name of another person. Please see this article for more information.
- Insufficient funds on the account from which the transaction was initiated — please make sure you have enough funds on the account that's being used to top-up ZEN.
- Expired transaction time — your top-up wasn't confirmed on time, which is why it was canceled. Please make sure you confirm the transaction in your bank when you see the notification, as usually transactions are waiting for confirmation for a maximum of few minutes.
If you're facing an issue with your account top-ups being rejected, please consider trying a smaller amount or using a bank transfer to send funds to ZEN.