My Digital Currency transfer has not been completed

Question

Why is my Digital Currency transfer from ZEN to a cryptocurrency wallet address pending? Why was my Digital Currency transfer from ZEN to a wallet address rejected, but funds weren't returned to me yet?

Answer

After you enter the Digital Currency transfer amount in EUR and click “Continue”, we will temporarily block the amount you entered on your account to make sure there are enough funds to complete the transfer. We will also show you the amount of Digital Currency that would be sent. If you do not accept the proposed FIAT—Digital Currency exchange rate, you can click the “Return” arrow in the top left corner. If you do this, the blocked funds will be automatically released back to your available balance within a few hours.

If you transferred your funds from ZEN to a Digital Currency wallet address, but did not receive the funds yet, please be informed that some Digital Currency transactions may take up to 1 business day to process. This is due to settlement periods and proceedings between payment institutions. As this is not a delay on ZEN's part, this process unfortunately cannot be sped up.

If your Digital Currency transfer status is “Rejected”, it means that funds were not deducted from your ZEN account. In such cases, the funds should automatically return to your ZEN account balance within a few hours. You can check it by looking at your account's available balance at the top of the screen right after logging in to the ZEN app.

See also: Checking the status of an outgoing transfer, My transfer was returned to my account