Question
Why was my transfer returned to my ZEN account? Why can't I send a transfer from my ZEN account?
Answer
There are many reasons why your transfer might have been returned to your account. Please take a look at the list below:
- Incorrect account number. Please make sure the correct account number, BIC/SWIFT code, name and surname was provided by transfer recipient.
- Unsupported country for transfers in ZEN. You have sent the transfer to a country that is not on the list of our supported jurisdictions.
- Transfer exceeds the transaction limits on your account. Please see: Possible transaction limits when using ZEN.
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Compliance reasons. The transfer may have been rejected by the beneficiary bank, intermediary institution, or our security system due to compliance requirements not being met. Please check if:
- You received communication related to your account activity verification from us in your e-mail inbox.
- You're entering the correct recipient's name and transfer reference.
Unfortunately, we exceptionally may not be able to process transactions to specific recipients due to regulatory requirements imposed on us.
Do you need help? We are always here for you:
- in ZEN app support chat (open the link from 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, 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: My incoming or outgoing transaction seems to be stopped