Issue
My incoming or outgoing transaction (ZEN buddies transfer, IBAN transfer, Card to card transfer, cryptocurrency transfers, top-ups) seems to be stuck.
Resolution
There are various ways to transfer money and cryptocurrencies. Please keep in mind that the term of crediting money or cryptocurrency could take up to 10 days depending on the selected transfer method as well as the specific financial institution involved in the transfer process:
- What is a SWIFT and SEPA transfer, and how long do they take?
- How long does local PLN money transfer take?
- My Digital Currency transaction is still processing, what happened?
To create a safe and reliable financial ecosystem for our users, some transactions require additional verification and manual acceptance. If the transaction is not completed within the above timeframes:
- Check the status of the transaction in the service you used to make it. If you initiated the transaction in ZEN app, check the status in the transaction history (about steps of a transaction — "I paid with ZEN card but the transaction is not completed yet.").
- If the transaction is not completed in a third-party service — contact the support of such service.
- If an incoming transaction is completed in a third-party service and not completed in ZEN app, contact Zen Care.
- If an outgoing transaction is not completed in ZEN app, contact Zen Care using "Contact support" button in transaction details in transaction history.
Important: once a request is created, it may take a few days for the transaction to be verified. We will send you a message if we need more information and as soon as the verification is complete.