• I paid with ZEN card but the transaction is not completed yet.

    "Pending" is a term referring to the procedure that occurs after you make a transaction with your card. Actually, this process consists of four steps.

    1. Payment: When you pay for something with your card, that's the first step.

    2. Authorization: ZEN checks if your card is valid, whether you are authorized to use it, and whether you have sufficient funds in your account to cover the transaction. This is the authorization stage.

    3. Blocking of funds: If everything is okay, ZEN blocks the amount equal to the transaction value in your account. This means that these funds are temporarily "reserved" and you can't spend them on something else.

    4. Settlement: Finally, the bank transfers the blocked funds to the recipient's account. This is the settlement stage.

    If you notice that the balance of your account is reduced by the transaction value, but the transaction does not yet appear in your account history as "completed", it means that your transaction is "in settlement process". Usually, the whole settlement process takes up to 10 days.

  • What is a SWIFT and SEPA transfer, and how long do they take?

    SWIFT and SEPA transfers are two methods of transferring money between financial institutions, especially for international transactions.

    • SWIFT Transfer - This is an international system for exchanging financial messages between financial institution all over the world. It allows us to send money to practically any country. A SWIFT transfer usually takes between 1 and 3 business days, although in exceptional circumstances this time may be extended.

    • SEPA Transfer - This is a system that enables payments in euros within the European Union and a few other countries. SEPA transfers typically take between 1 and 2 business days, but sometimes can extend to 3 days.

    Remember, a business day is every day from Monday to Friday, excluding holidays. Weekends and holidays are not counted as business days.

  • How long does it take to process my transfer?


    How long does it take to process my SEPA, SWIFT, local, digital currency and ZEN Buddies transfer (incoming and outgoing)?


    • SEPA transfer usually takes around 1 working day to process.
    • SWIFT transfer usually takes 1-3 working days to process and sometimes may take longer due to intermediary institutions taking part in the process.
    • Transfers via PrivatMoney are instant.
    • Local transfers in PLN take around 1 working day to process.
    • ZEN Buddies transfers are instant.
    • Digital currency transfer usually takes up to a few minutes to process and sometimes may take longer, depending on the blockchain network.

    See also: 'Why was my transfer stopped?', 'Why was my transfer returned to my account?', 'What to do if the transfer didn't reach the recipient? ', 'How to check the status of an outgoing transfer'.

  • How to check the status of an outgoing transfer


    How can I check the status of my outgoing transfer?


    You can check if your wire transfer has been completed or is still in progress by following these steps in your ZEN app:

    1. First, swipe up in the main window to the Transaction history.home.pngtransaction history.png
    2. Now, locate the desired payment or transfer and click on it.
      transfer status.png
    3. In the transaction details, you will see the status under the transaction title. There are three transaction statuses: Completed, Pending and Rejected.


  • Why was my transfer stopped?

    Before money reaches the recipient, it can pass through up to several intermediary institutions, including, for example, intermediary banks or payment operators. Each of these institutions has its own security systems, which are tailored to local or global threats and regulations.

    ZEN, like any financial institution also has a number of security systems. We take security matters very seriously.

    There are many other reasons why we need to check payments, and below you can find some examples of them:

    - we have been contacted by an intermediary bank that needs additional information

    - there may have been an error in the transfer data (e.g., the recipient's or sender's data are missing or are incomplete)

    - we check that the money you send does not go, for example, to suspicious companies

    - we protect you from falling victim to scammers and swindlers

    - Your name may be associated with public figures (e.g. politicians or their families) and we need to monitor these individuals more closely

    Payment verifications are routine and can occur at any time.

  • How can I cancel a SEPA transfer made from ZEN account

    Money transfers after confirmation are directly transferred to payment provider who realize the transfer.

    Unfortunately, each transfer confirmed in ZEN app are unable to cancel.

    If you make a mistake in the details, please contact the recipient's bank or the recipient themselves for a refund.


    If you want to generate a confirmation the information are available here(https://ask.zen.com/hc/en-us/articles/4868941402012-How-can-I-generate-a-confirmation-of-payment-or-transfer-)

  • How can I generate a confirmation of payment or transfer? 

    If make a card payment or a money transfer, you can generate a confirmation of such transaction in PDF format.

    To generate the confirmation:

    1. First, swipe up in the main window to the Transaction history.
    2. Now, locate the desired payment or transfer and click on it.
    3. In the transaction details, click on the Statement icon. You should then see a confirmation generated.
    4. To download the document, click the export icon in the top right corner of the screen and save it on your device.


    Please note: You can only generate confirmations for accounted transactions. It's impossible to generate a confirmation for a pending transaction. 


    The transactions are usually accounted in:

    - Money transfers – up to 1 business day (Monday-Friday),

    - Card payments – up to 10 days. 


  • My SEPA transfer didn't arrive, what happened? 


    Some payment methods, mostly bank transfers (SEPA or SWIFT), may take up to 3 business days to process because of settlement periods and security proceedings on the payment institution's end.


    Quick tip: Business days are from Monday to Friday.


  • What is SWIFT transfer?

    The SWIFT system is used to transfer money to countries outside the European Union, but this does not mean that you cannot send money between EU member states. Via SWIFT transfer you can make transfers in practically all currencies.

    If you want to send a SWIFT transfer, the following conditions must be met to make the transfer:

    • you need to know the account number of the transfer recipient in the international IBAN format - at the beginning of such number there will be letters indicating the country in which the account is kept
    • you need to know the SWIFT code of the recipient's bank.
  • What is SEPA transfer?

    SEPA stands for Single Euro Payments Area. The SEPA system was created to facilitate and speed up transfers between the members of the European Union and with Iceland, Liechtenstein, Norway, Switzerland, Monaco and Andorra.

    A SEPA transfer is a domestic or foreign transfer made in EURO.

    If you want to send money to an entity operating in Europe via the SEPA system, the following conditions must be met to make the transfer:

    • Your bank and recipient's bank must be SEPA members
    • transfer must be made in euro
    • you need to know the account number of the transfer recipient in the international IBAN format - at the beginning of such number there will be letters indicating the country in which the account is kept.
  • Why was my transfer returned to my account?

    There are many reasons why your transfer might have been returned to your account. Please have a look at the list below.

    • The transfer was sent to the incorrect account number.
    • The BIC/SWIFT code was incorrect.
    • You have sent the transfer to the country which is not supported (General User Terms 1.17.)
    • The transfer was rejected by the beneficiary bank.
    • The transfer was rejected by the intermediary institution.

    • The transfer was rejected by a security system.

    If you need more information, feel free to contact us.

  • What to do if the transfer didn't reach the recipient?

    Here are some reasons why the transfer was not settled correctly:

    • the transfer was sent to the wrong account number;
    • an invalid BIC/SWIFT code was entered
    • the sender's bank blocked or rejected the transfer;
    • the transfer has been stopped (suspicion of a crime).

    A stopped or returned transfer should be returned to your account within a few working days

  • Why is the amount received different than the amount sent?

    The transfer amount received by the recipient may be lower than the amount sent in case of SWIFT transfers sent to a country outside the EU.

    In ZEN, fees related to the execution of a transfer are divided between the ordering party and the transfer beneficiary. The costs that you incur as the ordering party are fees, e.g. for the transaction mode, execution. In addition, intermediary banks may deduct fees from the final recipient.

    To see the updated fees click here. 

  • How to send a transfer?

    Sending transfers is very easy. All you need to do is log in to the ZEN mobile app.

    Go to the main accounts view. Click on the currency tile in which you want to make the transfer, and then select the "Transfer" option. Select an existing recipient or add a new one.

    After selecting an already defined recipient, just enter the amount of the transfer and press "Send".

    In order to send a transfer to a new recipient, all relevant transfer details must be provided, i.e. currency, account number in IBAN format, BIC/SWIFT code, address details. To send a transfer - enter its amount and confirm it by clicking "Send".


  • I do not recognize a transaction. What to do?

    If you do not recognize the transaction, please contact us and we will help you verify it.

    In the transaction history, enter the transaction details, and then click on "Help". Select the option "Contact technical support" and you will be redirected to a chat with our consultant.

  • How long is the transfer processed?

    Depending on what type of transfer has been ordered, the settlement time may differ.

    In ZEN, SEPA transfers are processed up to 1 business day.

    SWIFT transfers are processed up to 2 business days, depending on the currency and the time it was sent. 

    The fastest transfer option is an internal transfer between ZEN accounts. It is settled in a real-time. 

    Quick tip: Business days are from Monday to Friday.

  • The transfer didn't reach ZEN account. What should I do?

    If you tried to top-up your ZEn account by sending a transfer from another bank and it didn't reach your ZEN account, please contact your bank in order to verify the transaction. 

  • In which currencies I can top-up my account?

    You can top-up your ZEN account in all 30 available currencies visible on your account.