• Withdrawing cash from an ATM

    Question

    How to withdraw cash from an ATM?

    Answer

    You can withdraw cash at any ATM all over the world. ZEN does not charge any fees or commissions for that up to your monthly plan limit:

      Free Gold Platinum
    Cash withdrawal All ATM withdrawals – 1.50% Up to 200 EUR per month – free.
    More than 200 EUR – 1.50%
    Up to 800 EUR per month – free.
    More than 800 EUR – 1.50%

    However, be aware that ATM networks, both in your home country and abroad, may impose additional fees for using their terminals - this is called a surcharge. When withdrawing funds, you should always make sure that the ATM does not charge additional fees. The easiest way to verify this is on the transaction summary before it is approved - the payout amount will be increased by the commission value. If the information was not displayed and the fee was still charged, please contact us to resolve the matter.

    The surcharge is completely independent of ZEN.

    Another additional cost that you may face that we have no power over is DCC (Dynamic Currency Conversion). This option converts the transaction into the currency chosen by you. It does not necessarily match the currency of your card. The currency is exchanged at the rate used by the merchant of the transaction, not at attractive ZEN rates. To avoid additional DCC costs, always choose the local currency of the country you are currently in. This way you will avoid an unfavorable, up to 15% higher currency conversion. Before making each transaction, information about the costs and exchange rate should be displayed.

    See also: Amount charged by ATM was bigger than cash received

    What are the limits on card transactions?

  • ZEN card is stuck in the ATM machine

    Question

    What should I do if an ATM did not give me my card back?

    Answer

    ATM may detain your card if:

    • You enter the wrong PIN several times;
    • Card is restricted;
    • Card has expired;
    • Card is physically damaged;
    • Card was not taken back from the reader for too long;
    • There was either a reader or machine failure.

    If the ATM froze, turned off during a transaction, or the reader stopped working, please wait for a while (about 5 minutes) because the machine may restart. If that happens, the ATM will eject your card, and if you leave the ATM too early, the card may be taken over by a third party.

    In case the card is stuck inside and there's nothing else to be done, notify the ATM operator about the card retention/machine failure. Each ATM has a sticker on which an emergency number to call.

    Then let us know immediately. For the security of your funds, the card should be blocked.

  • Amount charged by ATM was bigger than cash received

    Question

    What to do, if when withdrawing money from an ATM, the amount charged from my account was bigger than the cash amount I received? Did the ATM charge an additional fee?

    Answer

    In addition to the ZEN plan fees, ZEN does not charge any other fees or commissions for ATM withdrawals. However, if you were charged such a fee, it is likely because of one of the following situations.

    • ATM networks, both in your home country and abroad, may impose additional fees for using their terminals - this is called a surcharge. When withdrawing funds, you should always make sure that the ATM does not charge additional fees. The easiest way to verify this is on the transaction summary before it is approved - the payout amount will be increased by the commission value. If the information was not displayed and the fee was still charged, please contact us to resolve the matter.
      The surcharge is completely independent of ZEN.
    • Another additional cost that you may face that depends on the ATM network is DCC (Dynamic Currency Conversion). This option converts the transaction into the currency chosen by you. It does not necessarily match the currency of your card. The currency is exchanged at the rate used by the merchant of the transaction, not at attractive ZEN rates. To avoid additional DCC costs, always choose the local currency of the country you are currently in. This way you will avoid an unfavorable, up to 15% higher currency conversion. Before making each transaction, information about the costs and the exchange rate should be displayed.

    See also: How to withdraw cash?

    ZEN card got stuck in the ATM. What to do?

  • Problems with withdrawing cash from an ATM

    Question

    Why couldn't I withdraw cash from an ATM via card?

    Answer

    If you faced a problem when withdrawing funds from an ATM, check if the cause could be one of the following:

    If the cause is none of the above examples, don't worry! Contact us and we will help you verify the reason for the rejected transaction.

    Do you need help? We are always happy to help you in ZEN app support chat (open the link from your mobile device, we usually respond within 2-3 minutes) or by 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.