If your transaction looks stuck, we're here to help you. In most cases, the transfer is moving through the system and just needs a bit more time. Whether it’s a transfer, or top-up, most delays are temporary and part of standard processing.
This guide helps you check what’s happening and what to do next.
First, check the standard processing time
Different transfer types take different amounts of time. Depending on the method and the financial institutions involved, processing can take anywhere from a few minutes up to 5 days.
If the standard processing time hasn’t passed yet, the transfer can’t be sped up. In that case, the best next step is to wait until the timeframe ends.
See standard transfer processing time frames.
Why a transaction may take longer
To keep transfers safe and reliable, some transactions need extra verification or manual approval. This is a normal part of protecting your money and the wider financial system.
If the standard timeframe has passed, follow the steps below based on the direction of your transfer.
The transfer was sent from another bank to ZEN.COM
- Check the transfer status in the sending bank.
- If the transfer shows as completed there but isn’t visible in the ZEN.COM app, see how to locate your transfer.
- If the transfer is not completed in the sending bank, contact the sender or the sending bank for more details.
The transfer was sent from ZEN.COM to another bank
- Check the transfer status in your ZEN account's transaction history.
- If the transfer is still processing, check our standard processing timeframes.
- If the timeframe has passed, check whether the transfer appears in "Unlock your transaction". Learn more about transfers with this status.
- If the transfer is marked as completed in the ZEN.COM app, contact the recipient’s bank for further information.
Keep in mind
If you ask us to verify a specific transfer, the review can take a few days, reviewing it can take a few days. You’ll get a message if more information is needed, and once the verification is complete.
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.