Sometimes a payment can take a bit longer to complete. This is normal and usually linked to additional security checks carried out by payment operators. These checks happen outside of ZEN.COM and can take up to 72 hours on business days.
If you make a payment over the weekend, some payment methods are only processed on the next business day. That can extend the total waiting time. Business days run from Monday to Friday, excluding bank holidays.
If more than 72 hours have passed and your payment is still not completed, contact the ZEN Support Team. We’ll check what’s happening and update you as soon as we can.
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.
See also: