A transfer to my ZEN account hasn’t arrived

We understand that nobody likes waiting for money. Start by checking the processing time and transfer details. If the transfer should already have arrived, the sender’s bank can trace it.

1. Check the standard transfer times

Compare the time since the transfer was sent with our standard processing times.

If it’s still within the standard processing time, your transfer may still be on the way.

2. Check your transaction history

Open the ZEN.COM app and check your transaction history. The transfer may appear among other transactions, so it can be easy to miss.

If some features on your account are limited, or you see “Unlock your transaction” next to the incoming transfer, see:

• My ZEN account, money, or some features are blocked
• Why do I see "Unlock your transaction" in my ZEN.COM app?

3. Ask the sender for a transfer confirmation

Once you receive the confirmation, check:

• Settlement date: this shows when the money left the sender’s bank. If there’s no settlement date on the confirmation, the transfer may still be with the sender’s bank.
• Recipient’s account or card number: make sure it matches the account or card number shown in your ZEN.COM app for that transfer type.

If the sender used the wrong account number, the funds will be returned automatically to the sender within the timeframes specified here.

4. Check the details for your transfer type

Make sure the sender used the correct details:

• SEPA transfers: use the account shown in the “Domestic” tab for EUR in your ZEN.COM app. The account number (IBAN) starts with LT (BIC/SWIFT: BZENLT22).
• SWIFT transfers: use the account shown in the “International” tab for the selected currency in your ZEN.COM app. The account number starts with GB (BIC/SWIFT: TCCLGB3L).
• Local transfers: use the account shown in the “Domestic” tab for the selected currency. Not all currencies support local transfers yet.
• Transfers to a card number: use your ZEN card number shown in the ZEN.COM app. Never share your card’s expiry date or CVC/CVV with the sender.
• Internal transfers: to receive a ZEN Buddies transfer to your ZEN Personal account, use the phone number connected to your account. For a ZEN Business account, use the account shown in the “International” tab for the selected currency in your ZEN.COM app. The account number starts with GB (BIC/SWIFT: TCCLGB3L).

Learn how to check your ZEN account number here.

5. Ask the sender to trace the transfer

If the standard processing time has passed since the settlement date and the money still hasn’t arrived, ask the sender to contact their bank.

The sender’s bank can trace the transfer through its internal systems.

6. Contact us if the transfer is still missing

If the sender’s bank confirms that the transfer was sent correctly but it still hasn’t reached your ZEN account, contact us and share the transfer confirmation.

Make sure one file or photo shows:

• the sender’s account number and name
• your name and the account or card number the sender used
• the settlement date
• the amount and currency sent

See also:

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