It can feel confusing when a crypto transfer doesn’t complete as expected. Whether the status shows “Pending” or “Rejected”, here’s what each one means and what you can expect next.
If your crypto transfer is still Pending
When you enter the crypto transfer amount in EUR and tap “Continue”, that amount is temporarily blocked on your ZEN account. This ensures there are enough funds to complete the transfer. On the next screen, you’ll see the amount of crypto that would be sent based on the current exchange rate from our payment providers.
If you decide not to continue and don’t accept the proposed exchange rate, tap the Return arrow in the top left corner of your screen. The blocked funds will automatically be released back to your available balance within a few minutes.
If you confirmed the transfer, and it still shows as “Pending”, please note that some crypto transactions can take up to one business day to process. This delay is caused by settlement times and processing between payment institutions. It’s not a delay on ZEN.COM’s side, and unfortunately, it cannot be accelerated.
If your crypto transfer was Rejected
If your crypto transfer shows as “Rejected”, it means that the funds were not deducted from your ZEN account. In this case, the blocked amount will automatically return to your ZEN account balance within a few hours.
You can verify this by checking your available balance at the top of your screen right after logging in to the ZEN.COM app.
If funds from rejected crypto transfer haven’t returned yet
In rare cases, the return may take slightly longer due to interbank settlement times. If the funds haven’t been released back to your account after one business day, please contact our Support Team for assistance.
Do you need help? We are always here for you:
- in ZEN.COM app support chat (open the link on 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, make sure that the ZEN.COM app is allowed to send push notifications on your mobile device.
- in ZEN.COM Help Center chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Center to start a chat.
- 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.
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