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 5 days depending on the selected transfer method as well as the specific financial institutions involved in the transfer process:
- How long does it take to process my bank transfer (SWIFT, SEPA, Elixir, Faster Payments, PrivatMoney, internal ZEN transfers)?
- My Digital Currency transfer has not been completed.
To create a safe and reliable financial ecosystem for our users, some transactions may require additional verification and manual acceptance. If the transaction is not completed within the standard timeframes (available in the articles above), select your transfer direction and follow the instructions below:
Check the status of the transaction in the sending bank.
- If a transfer to ZEN is completed in another bank and not visible in ZEN app, check the standard timeframes for processing transfers. If the timeframe has passed, contact ZEN Customer Support and send the required transaction confirmations.
- If the transfer is not completed in another bank — contact sending bank for details regarding transaction status.
Check transfer status in your ZEN transaction history.
- If an outgoing transaction is not completed in ZEN app yet, check the standard timeframes for processing transfers. If the timeframe has passed, contact ZEN Customer Support using the "Contact Support" button in transaction details in your transaction history.
- If an outgoing transaction is completed in the ZEN app, contact the recipient's bank for details regarding transaction status.
Keep in mind
Once a request is created, it may take a few days for the case to be verified. We will send you a message if we need more information and when the verification is complete.
Do you need help? We are always here for you:
- in ZEN app support chat (open the link from your mobile device, we usually respond within 2-3 minutes). To ensure that you do not miss a response from a support agent, please make sure that the ZEN app is allowed to send push notifications on your mobile device;
- 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.