When a transfer doesn’t show up for the recipient, in most cases, it’s just a matter of timing or transfer details. Here’s how to check what’s happening and what you can do next.
1. Check if the transfer is still on its way
After you send a transfer from your ZEN account, you can always check its status in your transaction history. If three business days haven’t passed yet, your transfer may still be processing.
See also: How long does it take to process my transfer
2. Make sure the recipient account details are correct
Transfers can be delayed or rejected if the account number or BIC/SWIFT code were entered incorrectly. Double-check the details of the recipient’s account and confirm they match what was provided by the recipient. If your transfer's status is "Sent" in the ZEN.COM app, you can generate a payment confirmation and share it with the recipient. This helps them locate the payment on their side.
See also: How to download a payment or transfer confirmation
3. Check if the transfer was received in another currency
Sometimes, the recipient’s bank applies currency conversion automatically. The transfer might already be settled in a different currency account. Share the completed transfer's confirmation with the recipient so they can check other currency accounts or cards linked to their profile.
If you sent funds via PrivatMoney to Ukraine, check this guide: Which cards and accounts can I send a PrivatMoney transfer to?
4. Confirm that the recipient’s bank supports this transfer type
A recipient’s bank may block or reject incoming transfers for security reasons or if it doesn’t support a particular type of transfer. Ask the recipient’s bank whether their account can receive this kind of payment.
To help avoid issues, always include a payment reference (transfer title) in your ZEN.COM app before sending, or consider sending money to a card number instead of a bank account.
5. Check your email and app for a verification messages
Occasionally, transfers can be paused by our security systems or due to technical issues. If that happens, you’ll receive an email from ZEN.COM asking to verify or confirm the transaction. Follow the instructions in that message to complete the verification.
See also: About “Unlock your transaction” status in ZEN.COM
6. If the transfer was returned
A stopped or rejected transfer is automatically sent back to your account. Returns usually arrive within five business days, but this may take longer when intermediary institutions are involved in processing the payment before it reaches us.
See also: My transfer from ZEN.COM was returned