In a nutshell
If a payment on Zanlo did not go through or is being processed, this does not mean funds are lost.
In most cases, payment is either declined by the payment provider or bank, or temporarily being processed and resolves automatically.
1. Check Payment Status
Go to:
Balance → Transaction History → Deposits
Each payment displays a status:
• Success — payment successfully completed, funds credited;
• Pending — payment is being processed by the payment provider;
• Failed — transaction was not completed.
❗ While payment has Pending status, it is being processed by the payment system and requires no action from the user.
2. Check If Funds Were Debited
Open banking app or payment service and check operation status:
• if funds were not debited — payment was declined, you can try again;
• if funds were debited but are not displayed on balance — payment is on the payment provider side and usually returns automatically within 24 hours.
Important: if payment was not successfully completed, funds are not credited to the platform and remain on the payment provider or bank side.
3. Check Details Correctness
Payment may be declined due to incorrect payment data. Make sure that:
• details are entered correctly;
• selected payment method supports operations in your region;
• payment method is not restricted or blocked;
• payment method has sufficient funds to complete the operation;
• decline was not initiated by bank or payment system.
4. Check Connection and Device
If payment was made through browser or mobile app:
• make sure internet connection is stable;
• VPN, proxy, or blockers were not used;
• pop-up windows were not blocked;
• page was not refreshed during transfer.
Sometimes it helps to:
• refresh page;
• restart app;
• clear cache.
5. When to Contact Support
Contact support through Help Center if:
• deposit status remains Pending beyond the expected timeframe;
• status is Failed but funds were debited;
• payment was declined without obvious reason.
Before contacting, prepare:
• screenshot of payment confirmation from bank or payment service;
• date and amount of operation;
• used payment method.
6. Important About Payment Methods
To avoid payment issues:
• do not use others' payment methods;
• do not pay for operations with your payment methods for other Zanlo accounts;
• do not use payment methods prohibited in your region or country;
• do not use payment methods registered to third parties.
Using inappropriate or others' payment methods may lead to payment decline or additional checks from payment provider.
7. How to Avoid Issues in the Future
It is recommended to:
• use only own payment methods;
• check available balance before payment;
• consider payment method restrictions and rules;
• not refresh page during transfer;
• use methods officially supported in your region;
• not use VPN, TOR, or similar tools during payment.
Related Articles
Deposits
Withdrawals
Transaction History
Fees & Payouts
Verification (KYC)