Issue
What can I do if my transfer does not reach the recipient? What should I do if my transfer has returned to my account?
Answer
If the transfer you sent from ZEN did not reach the recipient, here are some reasons why this may have happened:
- Transfer may still be on its way to the recipient - if 3 business days have not passed since you sent it from ZEN. See: How long does it take to process my transfer?
- Transfer was sent to the wrong account number or the incorrect BIC/SWIFT code - verify the details of the account to which the transfer was sent. See: How do I create a payment or transfer confirmation?
- Transfer was settled on the recipient's account in a different currency - send the transfer confirmation from ZEN app to the recipient to help them locate the payment.
If you sent funds via PrivatMoney to Ukraine, please see: My bank transfer from ZEN to Ukraine did not arrive to recipient - Recipient's bank blocked or rejected the transfer (for example, due to security reasons or because it does not accept a particular type of transfer) - check in the recipient's bank whether the recipient's account supports the transfer type you sent. Try entering another payment reference message (transfer title) in the ZEN app, or send a transfer to recipient's card number instead of bank transfer.
- The transfer has been stopped due to technical issues or security systems. Please check your e-mail inbox for a message from ZEN regarding transaction verification. If transfer is rejected, try entering another payment reference message (transfer title) in the ZEN app.
A stopped or returned transfer should be returned to your account within 5 business days. Please note that this time may be extended due to intermediary institutions processing the payment before it reaches us.
See also: What is a SWIFT and SEPA transfer, and how long do they take?, My SEPA/SWIFT transfer didn't arrive to ZEN