Question
I did not take cash from the ATM in time, and the money was retracted by the ATM. What should I do?
Answer
In case of issues with withdrawing money from the ATM, keep the paper receipt of the withdrawal and note the ATM number printed on the device. Unclaimed cash is automatically retained by the ATM after 30–60 seconds. If no one has taken the money from the device during this time, in most cases the amount is automatically returned to the ZEN account within about 10 business days. During this time, the ATM operator checks whose funds were not claimed.
If you notice in the ZEN app that the cash withdrawal during which something went wrong has a status of “Completed”:
- Expand the transaction details.
- Press the “Get help” button.
- Select “ZEN Care” and describe what happened. Provide the ATM number printed on the device or its exact address. Attach a photo of the paper receipt issued by the ATM, if you have it.
- Wait for a response from our team. We will contact the ATM operator and do our best to clarify the matter.
If the ATM did not return your ZEN card, click here to find out what to do.