My payment via ZEN Payment Gateway is processing for a long time

Q: Why has my payment via ZEN Payment Gateway been processed for a long time? I've paid with Sofort or Trustly, but my transaction is not completed yet in ZEN Payment Gateway - what happened?

It may occasionally happen that bank transfer processing is delayed from 24 to 72 hours (business days only) due to Sofort's and Trustly's internal security proceedings. The transactions initiated over the weekend will be processed on the upcoming business day. This means that the overall processing time may be extended in such cases. Business days are as follows: Monday - Friday.

Filip (ZEN Customer Care)

Updated August 27, 2024 12:36

Question

Why has my payment via ZEN Payment Gateway been processed for a long time? I've paid with Sofort or Trustly, but my transaction is not completed yet in ZEN Payment Gateway - what happened?

Answer

Sometimes, processing with the ZEN Payment Gateway can take 24 to 72 hours (only on business days) because of Sofort's and Trustly's internal security checks. Transactions made through these services on weekends will be processed the following business day, which may prolong the overall processing time. Business days are Monday to Friday, excluding bank holidays.

The processing time frame may also be extended if your purchased product or service can’t be delivered instantly. In such a case, the transaction status in ZEN will be shown as "Completed" and you should reach the merchant directly.