Information
Cryptocurrency services are available only to customers of ZEN.COM UAB. If your account is with ZEN-UK Limited or ZEN.COM PTE. LTD., you won’t be able to use these services.
If you sent cryptocurrency but your ZEN account wasn’t topped up, first check the amount, cryptocurrency, and network you used. Your top-up is usually completed within 1 business day when all details match.
For instructions on making a cryptocurrency top-up correctly, see: How to top up your ZEN account with cryptocurrency
Check the cryptocurrency and network
The same cryptocurrency can be available on different blockchain networks.
Check that:
- the cryptocurrency you sent, for example USDT or ETH, matches the one shown in the ZEN.COM app
- the network selected in your wallet or exchange is the same as the network shown in the ZEN.COM app
If the cryptocurrency or network doesn’t match, the transfer may not arrive, and it may not be possible to recover the funds.
To check how to select the correct cryptocurrency and network, see: How to top up your ZEN account with cryptocurrency
Check the amount received
Cryptocurrency transfers include network fees charged by the blockchain. These fees are deducted from the amount you send.
Make sure the amount received by the payment provider matches the cryptocurrency amount shown in your top-up details in the ZEN.COM app. You may need to send slightly more to account for network fees.
If the payment provider receives less cryptocurrency than the amount shown in your top-up details, the top-up won’t be completed.
If you send more cryptocurrency than required, only the original EUR amount shown in the ZEN.COM app will be added to your balance.
If your top-up is taking longer than 1 business day
A correctly sent cryptocurrency top-up is usually completed within 1 business day.
If it takes longer:
- Check that you used the correct cryptocurrency and network
- Check that the payment provider received the exact cryptocurrency amount shown in your top-up details.
Remember that network fees may reduce the amount the payment provider receives.
If you see “Unlock your transaction” next to your cryptocurrency top-up, your transaction may require additional verification. See: Why do I see "Unlock your transaction" in my ZEN.COM app?
If you sent the wrong amount
If the amount received doesn’t match the amount required for your top-up, the payment provider will send you an email with the subject “Refund available for withdrawal”.
Open the link in the email and complete the refund form within 90 days of receiving it.
If you didn’t receive the email, contact ZEN Support. We’ll help you check how the funds can be recovered.
Good to know
A refund isn’t possible if the amount to be returned is:
- below the network’s minimum transfer limit
- lower than the transaction processing fees