Having trouble with transactions on Ziina? This article outlines steps to deal with common issues like failed payments, unexplained deductions, missing transactions, or payments not reflecting in your account balance.

General Tips for Resolving Transaction Issues

When encountering problems with transactions, follow these general steps:


Having trouble receiving a payment on your Business account?

If a customer is unable to complete a payment, try the steps below:

  • Double-check the payment details
    Make sure the correct amount, payment link, QR code, or Tap to Pay flow was used, and that nothing was mistyped or expired.

  • Confirm with your customer or their bank
    If the payment fails or doesn’t go through, ask the customer to check the transaction status with their bank or card provider. In many cases, the issue is related to the payer’s card or bank approval.

  • Allow some processing time
    Some payments may remain pending for a short period due to standard processing times or additional verifications, especially with certain cards or payment methods.

  • Try a different payment method
    If one option isn’t working, switch to another directly in the app. For example:

    • Share a QR code instead of a payment link

    • Use Tap to Pay if you’re with the customer in person

    • Create and send a link via ZiiBoard in a messaging app

  • Check your app and device
    Make sure your Ziina app is updated to the latest version. If you’re using Tap to Pay, confirm that your device supports contactless payments and that NFC is enabled. Restarting the app can also help.

Having trouble making a cash-out on your Business account?

Cash-outs typically complete in 1–3 business days. If your cash-out didn’t go through, don’t worry, the amount will be returned to your balance.
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This can happen for a few common reasons:

  • Incorrect or outdated bank details (account number, IBAN, or account name)

  • Bank-side restrictions, such as account limitations, inactivity, or rejected transfers

  • Insufficient available balance

  • Temporary bank or network issues

What you can do:

  • Review and update your bank details

  • Make sure your bank account is active and accepts incoming transfers

  • Try again or use a different bank account

  • Contact your bank if the issue continues

Having trouble with a Ziina Card transaction?

If a card transaction doesn’t go through, the amount won’t be deducted from your balance.
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This can happen for a few common reasons.
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What to check:

  • Card & balance → Make sure your Ziina Card is active and you have enough balance

  • Verification → Some payments require an extra security confirmation (such as 3D Secure) during checkout. If the confirmation wasn’t completed or was interrupted, the transaction may fail. Try the payment again and follow the on-screen steps.

  • Merchant acceptance → Some merchants don’t accept debit or prepaid cards, or may restrict certain types of purchases. This depends on the merchant’s own payment rules and categories. If this happens, try a different merchant or use another payment method.

  • Card details → Payments can fail if the card details are incorrect, the card is expired, or the card is temporarily blocked. You can check your card status directly in the Ziina app and make sure it isn’t blocked before retrying the payment.

  • Apple Pay / Google Pay → Apple Pay / Google Pay → When paying with Apple Pay or Google Pay, payments may fail due to device, system, or connection issues. Make sure your device and operating system are up to date, then try restarting your device or switching networks (Wi-Fi or mobile data) before retrying the payment.

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If any issue continues, please share a screen recording showing what happens when you try to accept the payment. This helps our team investigate and resolve the issue faster.