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.

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-)

ZEN Buddies transactions are processed internally and can be sent between ZEN users.

If you send a ZEN Buddies transfer to a wrong number or to a person who's not using ZEN, the money should return to your ZEN account in up to 14 days in full amount.

Such a returning transfer will be signed as an incoming transfer in your transaction history.

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. 

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.

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.

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.

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.

If you transferred funds out of ZEN and it did not reach the recipient, please contact us.

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

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. 

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".

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.