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Transfer issues

What’s a pending transaction?

A pending transaction happens when you have used your card at a merchant, and the money has been reserved from your account, but hasn't yet been claimed by the merchant.

It can take 3 to 4 days for the merchant to claim the money. When this happens the transaction changes from pending to complete. If the transaction was canceled, sometimes it takes more time for the funds to be released back into your account. If you want the funds to be released sooner, please contact our support team to see how we can help. 

Need help? Email us: clientservices@zenus.com
What if my transfer to my Zenus account fails?

If you attempted to fund your Zenus account and it failed. The money won't arrive at your Zenus account. You will need to verify the status with the originating financial institution. 

 

Need help? Email us: clientservices@zenus.com
A bank transfer I was sent hasn't arrived

Bank transfers take some time to get from bank to bank depending on the type of transfer and the sending bank's available network. If your transfer hasn't arrived within a reasonable time period, we recommend getting in touch with the sending bank to validate the transfer details and to gain confirmation that the transfer was sent.

Need help? Email us: clientservices@zenus.com
Why has my transfer been declined?

Please double-check that you have sufficient funds in your Zenus account. Transfers may also be declined if you’re trying to send money to an unsupported merchant such as an internet gambling website. If you’re still having trouble making a transfer, please contact our support team at clientservices@zenus.com or +1-833-936-8711. 

 

Need help? Email us: clientservices@zenus.com
Receiving funds the first time

To be able to receive funds on your account is important that you have the account in an active status. To active your account you have to log in for the first time after your application has been approved.  

Need help? Email us: clientservices@zenus.com

Get in touch with us

If you're looking to learn more about us, have already applied or you're already a client, we're here to help.

Call us

+1 833-936-8711 (US toll-free)
We speak English & Spanish.

Open 9-6 EST

Email us at

clientservices@zenus.com