Forgot to take the cash from the ATM? This happens more often than you think. The good news is that unclaimed cash is usually returned automatically.
If cash isn’t taken from the ATM within 30–60 seconds, the machine retracts it for security reasons. In most cases, the ATM operator verifies the transaction, and the amount is returned to your ZEN account within about 10 business days.
What you should do now
If something went wrong during the withdrawal, it helps to keep a few details:
- Keep the paper receipt from the ATM, if you have it
- Note the ATM number shown on the device, or its exact address
These details make it easier to confirm what happened.
If the withdrawal shows as “Completed” in the ZEN.COM app
Sometimes the transaction may still appear as completed while the investigation is ongoing. If that happens:
- Open the transaction and expand the details.
- Tap “Get help”. Then, select “ZEN Care” and describe what happened.
- Add the ATM number or location, and attach a photo of the receipt if available.
Once you submit this, our team will contact the ATM operator and check the status of your cash. We’ll keep you informed as soon as there’s an update.
Related help
If the ATM didn’t return your ZEN card, you can find out what to do next here: What should I do if an ATM didn’t return my card?