Did your cash deposit at an ATM fail? In most cases, there’s a simple reason, and your money isn’t lost.
Start by trying another ATM. If the issue happens again, one of the situations below is likely the cause.
Common reasons an ATM deposit may fail
-
ATM cash deposits are not available in your country
ATM cash deposits are currently available only in Poland, through Euronet Poland and Planet Cash Poland networks. If you're trying to deposit cash in another country, use one of the other available deposit methods. -
The ATM had a technical issue
Sometimes the ATM itself may not work as expected. If the ATM shows unexpected errors, try depositing cash in another machine.
If your card was kept by the ATM, see what to do if your ZEN Card is stuck. -
Your card isn’t ready to use
Your ZEN Card may be blocked, restricted, or inactive.
Check your card status in the ZEN.COM app and activate or unblock it before trying again. -
Contactless deposit didn’t register
If the ATM supports contactless deposits, hold your card or phone closer to the reader and keep it there a little longer. -
Your wallet token has expired
If you’re using Apple Pay or Google Pay, the card token may no longer be valid.
Remove the card from your Apple Wallet or Google Wallet and add it again to refresh it. -
You reached your daily limits
ATM deposits are limited to 60 000 PLN per day. If you need to deposit more, try again the next day. -
Your physical card is damaged
If the card is bent or worn, the ATM may not read it correctly.
Ordering a replacement physical card usually fixes this. -
You entered an incorrect PIN
Entering the wrong PIN can stop the deposit.
You can always check your card PIN safely in the ZEN.COM app. -
Cash wasn’t inserted in time
If cash isn’t placed into the machine quickly enough, the ATM may cancel the deposit. You can try again right away.
When you should contact us
If none of the situations above apply, or the ATM took your cash but the transaction isn’t visible in your ZEN account, contact us directly in the ZEN.COM app. To speed things up, include:
- the ATM number or location
- a photo of the receipt, if you have it
Once you send the request, we’ll contact the ATM operator and check what happened. We’ll keep you updated as soon as we have news.
See also: How to withdraw cash from an ATM