You can withdraw cash at any ATM all over the world. ZEN does not charge any fees or commissions for that.

However, be aware that ATM networks, both in your home country and abroad, may impose additional fees for using their terminals - this is called 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.

Surcharge is completely independent from ZEN.

Other additional costs that you may face that we have no power over are DCC (Dynamic Currency Conversion). This option is converting 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.

When can an ATM detain your card? If:

 you enter the wrong PIN several times;

 the card is restricted;

 the card has been expired;

 the card is physically damaged;

 the card was not taken back from the reader for too long;

 There was either a reader or machine failure.

If the ATM machine 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, 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.

If you are unable to withdraw cash from an ATM, check the possible reasons below:

 The card you are trying to make a transaction with is blocked/restricted /inactive. You can quickly check your card status using  ZEN app.

 You don't have enough funds on your account.

 You have exceeded your daily card limits (check here how to change limits).

 Your card is damaged.

 Machine failure has occurred.

 The PIN code you input is incorrect.

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

ZEN does not charge any 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.

Other additional costs that you may face that we have no power over are DCC (Dynamic Currency Conversion). This option is converting 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.

If you do not recognize an ATM withdrawal, please contact us and we will help you verify it.

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

If you suspect that your card has been lost or stolen, restrict your card as soon as possible. Click here to find out how to do it yourself.