Question
Why couldn't I withdraw cash from an ATM via card?
Answer
If you faced a problem when withdrawing funds from an ATM, check if the cause could be one of the following:
- The card you are trying to make a transaction with is blocked/restricted/inactive - Activate your ZEN Card or unlock your ZEN Card before retrying.
- You were holding your card or device too far away from the ATM reader (in the case of ATMs that support contactless withdrawals) - hold the card closer to the ATM reader and for a longer time.
- You do not have available funds in your account - Top-up your ZEN account before retrying.
- You have exceeded your daily card limits - Change your card limits before retrying.
- Your card is damaged - Order a new physical card to replace the damaged one.
- There has been a machine malfunction - Check what to do if ZEN card is stuck in the ATM.
- You entered an incorrect PIN code - Check what is your ZEN Card PIN code.
If the reason is none of the above examples, or the ATM did not dispense cash, but the transaction appeared in your ZEN account - we are ready to help! Contact us using the methods listed below - we will help you verify the transaction and resolve the problems with ATM withdrawals.
Do you need help? We are always here for you:
- in ZEN app support chat (open the link from your mobile device, we usually respond within 2-3 minutes). To ensure that you do not miss a response from a support agent, please make sure that the ZEN app is allowed to send push notifications on your mobile device;
- 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: Withdrawing cash from an ATM