How to locate a transfer sent to my ZEN account

We understand that nobody likes waiting for money. Most transfers reach your ZEN account within the usual timeframes. Here’s how to check what’s happening and make sure everything’s on track.

1. Check the standard transfer times.
   Compare the time since the transfer was sent with our standard processing times. If it’s still within that window, your transfer is likely on the way.
2. Review your transaction history.
   Open the ZEN.COM app and check your transaction history. Transfers can appear between other entries, so sometimes it's possible to miss one. If you see “Unlock your transaction,” learn what this status means here.
3. Ask the sender for a transfer confirmation.
   Once you get it, check these details carefully:
   • Settlement date: it shows when the money left the sender’s bank.
   • Account number: make sure it matches the one shown in your ZEN.COM app for the transfer type. Transfers sent to the wrong account number will be automatically returned to the sender within the time frames specified here.
     • SEPA (Euro) transfers must go to an account starting with LT (BIC/SWIFT: BZENLT22) in your ZEN.COM app.
     • SWIFT transfers must go to an account starting with GB (BIC/SWIFT: TCCLGB3L) in your ZEN.COM app.
     • Learn how to check your ZEN account number here.
4. If the transfer time has passed.
   If the standard transfer processing time has passed since the settlement date, and the money still hasn’t arrived, ask the sender to contact their bank. They can trace the transfer fastest through their internal systems.
5. Contact ZEN Support if needed.
   If the sender confirms with their bank that the transfer was sent correctly, but it’s still missing in your ZEN account, share the transfer confirmation with us. Include these details in one file or photo:
   • Sender’s account number and name.
   • Your name and the account number the sender used.
   • Settlement date.
   • Amount and currency sent.

See also:

• What international transfers does ZEN support?
• Why is the amount received different from the amount sent?