Transfer to my ZEN account was returned to sender

It can be confusing to see a transfer to your ZEN account returned. This usually happens when something in the payment details doesn’t meet verification rules. Here’s why it happens, how long returns take, and what you can do next.

Every transfer to ZEN.COM goes through automatic and, in some cases, manual security checks. These checks are required for all financial institutions in the EU to keep transactions safe and compliant. If a payment can’t be approved, it’s returned to the sender.

How to check if your transfer was returned

1. Log in to your ZEN.COM app and select “Wallet” from the bottom menu.
2. Tap "Transaction history".
   • If an incoming transfer appears under “Unlock your transaction”, it is still waiting for verification. See this article to learn how to complete the verification.
   • If an incoming transfer shows as “Rejected”, it couldn’t be approved and is being returned to the sender, or was already returned.

How long it takes for the money to return

The time depends on how the transfer was sent and the banking systems involved:

• International transfers (SWIFT or SEPA): usually return within 15–20 business days.
• Local transfers (Faster Payments, Elixir, TRANSFOND): usually return within 3–5 business days.

Once the transfer leaves our system, the timeline depends on the sender’s and intermediary banks, each of which must review and release the funds before they appear back in the sender’s account.

Common reasons for transfers being returned

• Verification not completed.
  Sometimes we need additional documents before we can process a transfer.
  What to do: Check your email inbox (including spam) for any messages from ZEN.COM, and reply directly to the e-mail you received from us by using the “Reply” feature in your e-mail inbox. Learn more about transfer verifications in ZEN.COM here.
• Incorrect account details.
  The sender may have used details that don’t match the transfer type.
  What to do: In your ZEN.COM app, confirm the IBAN and BIC/SWIFT for the intended transfer type. Local account numbers don’t accept international SWIFT transfers, and SWIFT accounts don’t accept local or SEPA transfers. Learn more about IBANs available in ZEN.COM here.
• Unsupported country.
  The sender’s account must be in a country we support for SWIFT transfers. Transfers from unsupported countries are automatically returned.
  What to do: Ask the sender to send a transfer from an account which is eligible for SWIFT transfers to ZEN.COM. Learn more about countries supported for SWIFT transfers here.

When to contact ZEN Support

If the sender hasn’t received the funds after the maximum expected time (20 business days for international transfers, 5 business days for local transfers), contact us and we’ll help trace the return.