Information
Cash deposit 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 your cash deposit hasn’t appeared in your ZEN account, first check how long it has been since you made the deposit. Most cash deposits are processed within 15 minutes or 1 hour, depending on where you deposited the money.
Cases where cash is accepted but the deposit doesn’t appear in your ZEN account, or the amount is incorrect, are rare. They can happen because of a device error, an issue while processing the deposit, or a banknote jam inside the cash deposit machine.
Check the usual processing time
Cash deposits are usually processed within:
- Ria Money Transfer locations: approximately 15 minutes
- PaysafeCash locations: approximately 15 minutes
- Cash deposit machines (in Poland): approximately 15 minutes
- Stores (in Poland): approximately 1 hour
If this time hasn’t passed yet, give the deposit a little more time to appear in your ZEN account.
If your cash deposit is still missing
If the deposit still hasn’t appeared in your ZEN account after the usual processing time, contact ZEN Support so we can check what happened.
When you contact us, provide:
- the address of the cash deposit machine or location where you deposited the money
- the date and time of the deposit
- the amount you deposited
- a printout confirming the transaction, if you received one
Do you need help? We are always here for you:
- in ZEN.COM app support chat (open the link on your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, make sure that the ZEN.COM app is allowed to send push notifications on your mobile device.
- in ZEN.COM Help Center chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Center to start a chat.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.