If your cash-out or payment shows as "Processed" or "Completed" in the app but hasn't arrived in your bank account, follow these steps:
1. Check the status in the app
Open the Ziina app and confirm the transaction status shows as Completed. Processing time depends on your account type: almost instant for Instant Cash-Out (all personal accounts + business accounts with a Ziina Card), or approximately 12 hours for Regular Cash-Out (business accounts without a Ziina Card). Allow this standard processing time before taking further action.
2. Check your bank reference number
Once your cash-out shows as Completed, you can find the bank reference number directly in the transaction details in the app.
3. Verify your bank details
Confirm that the bank account details saved in your Ziina profile are correct, including the account number and beneficiary name. A mismatch is one of the most common causes of delayed or returned transfers, If this is the case please reach out to Ziina support for further support.
4. Contact your bank
Share the reference number with your bank so they can trace the transfer.
5. Reach out to Ziina support
If your bank needs additional documentation to trace the funds, contact our support team.
For security reasons, only the account holder may request sensitive account details.
We'll provide the necessary documents to help resolve the matter promptly.