Frequently Asked Questions

Here is where you will find answers to any questions about your mobile multi-currency account.
If you need any other answers, please contact us here.

Will I get a Tax form for 2017 Tax year?

Yes, we will be mailing your tax forms to the address on your Zenbanx account.

How are foreign currency exchange rates calculated?

We provide competitive exchange rates based off Wholesale Inter-Bank Market Rates, which vary by currency. Exchange rates are quoted real time and are subject to market conditions.

Can I link a prepaid debit card?

Zenbanx doesn't support linking prepaid debit cards to your account. You must link a valid personal checking account held in your name. We don't support business accounts, savings accounts or accounts that aren't in your own name.

Are there fees for having a Zenbanx Account?

There are no fees to open a Zenbanx Account. Please refer to our Fee Schedule for a detailed list of our fees. Additional information here.

Will my foreign deposit be covered by deposit insurance?

Yes. Your Zenbanx account, as well as any Wilmington Savings Fund Society (or WSFS) Bank qualifying account balances you might have, are aggregated for purposes of FDIC insurance up to $250,000. The US dollar equivalent deposits are subject to FDIC insurance. To find out about FDIC deposit insurance visit www.fdic.gov

Where can I find my Zenbanx Routing Number?

The Zenbanx Routing number is 031100924 and displayed on your account overview page.

How do I find my routing and account number so I can link my other bank accounts?

At the bottom of your check the first set of 9 digits is your bank routing number and the next set of digits is your account number.

What is WSFS?

Wilmington Savings Fund Society (or WSFS) is a minority shareholder of Zenbanx USA Inc. and all Zenbanx Customer accounts in the United States are offered through WSFS. As a Zenbanx customer in the US you become a WSFS account holder when you open your Zenbanx account.

What currencies are offered with Zenbanx?

Zenbanx currently supports AUD, CAD, EUR, GBP, HKD, INR, JPY, SGD and USD.

Are my deposits insured?

Your Zenbanx account, as well as any Wilmington Savings Fund Society (or WSFS) Bank qualifying account balances you might have, are aggregated for purposes of FDIC insurance up to $250,000. The US dollar equivalent deposits are subject to FDIC insurance. – to find out more about FDIC insurance, visit www.fdic.gov

What is the charge for currency exchanges?

When you exchange money, it’s done at fair and competitive market rates. When you exchange your money from one currency to another within your ZenBanx Account, there are no additional fees. You will be shown the exchange rate, for any currency you want to exchange, prior to authorizing the transaction.

Is Zenbanx secure?

Absolutely! Your money is in the federally regulated United States banking system. Our mobile app and website feature state-of-the-art multi-factor authentication.

Are there minimum/maximum balances for my Zenbanx Account?

There is no minimum deposit required to open this account. There is no minimum balance requirement to avoid the imposition of a fee. The maximum account balance for New Customers is $100,000. USD or equivalent of all currency positions. The maximum account balance for Established Customers is $250,000 USD or equivalent of all currency positions. You can request to review our Account Agreement for the definitions of New Customer and Established Customer.

When will my money arrive?

Domestic transfers arrive within 2-3 business days. International transfers will vary by country, but funds should arrive in your recipient's bank within 2-3 business days. In-network transfers made to other Zenbanx customers are available when they receive the email asking them to pick up their money and click “accept.”

Can I use my Zenbanx Debit Card in other countries?

Yes, you can use your Zenbanx debit card for purchases and ATM withdrawals in other countries. You will need to transfer funds from your US position into the currency of the country you are visiting, as your ATM withdrawal will be taken from that currency. If you are visiting a country whose currency we don’t support, the withdrawal will come from your US funds. You will be charged the USD equivalent of $1.75 US each time you use an out of country ATM. This fee will be charged in the currency in which the transaction occurred. Please see our Fee Schedule for a detailed list of our fees.

Can I send money overseas?

Yes. You can send money from the US to the countries that issue the currencies we offer including the Euro, Australian dollar, Indian rupee, British Pound, Hong Kong dollar, Japanese yen, Singapore dollar, and the Canadian dollar.

How can I access the money in my Zenbanx Account?

The money in your account can be sent electronically to family or friends, transferred to your linked bank account, used to purchase goods with your debit card (where Visa® is accepted) or as a cash withdrawal from a participating ATM network (Plus® or Visa®) throughout the world.

Why do you need to collect my SSN?

Financial institutions are required to collect a customer’s SSN when opening the Zenbanx account in order to verify your identity. Our process is secure and protects both you and Zenbanx. We have very strong privacy practices that secure your personal information.

What are your Send Money Fees?

Sending money to another Zenbanx customer in the Zenbanx customer directory within the US has no charge. It’s free to send money to someone domestically that is not a Zenbanx customer. Our Send Money Fees are $0.95 USD to Zenbanx customers in the Zenbanx customer directory, $4.95 USD for non-customers and $2.95 USD for non-customers to India. Please see our Fee Schedule for a detailed list of our fees.

What is Zenbanx?

Zenbanx is a mobile multi-currency banking account for Citizens of the World that allows you to hold up to nine currencies and exchange or send them domestically or internationally.

Why can't I sign up for the Zenbanx account?

With the recent acquisition by SoFi, we are working on some exciting new product announcements. As a result, we are suspending new account openings.

When will I be able to sign up for a Zenbanx account?

We do not have a date yet for some of the new and exciting products that we are working on, but be sure to follow SoFi on social media for exciting new announcements.

Is Zenbanx USA still available?

Zenbanx USA will be available to existing customers until August 31, 2017.Customers are encouraged to close their account before this date.

Will anything happen to my account before the Zenbanx closure?

No. There will be no changes in the Terms and Conditions of your Zenbanx account between now and the account closure date and you have our commitment that we will work to minimize any disruption.

What should I do before the account closure date?

We encourage you to close your Zenbanx account as soon as possible so your balance is automatically transferred to your linked account.

What will happen to my money?

On August 31, 2017 at 12:00AM EST, all of your foreign currency positions will automatically be converted to U.S. Dollars (USD) at our prevailing exchange rates and then transferred to your linked account. If you do not have a valid linked account, a check will be mailed to the address recorded on your Zenbanx account. We encourage you to close your Zenbanx account as soon as possible so your balance is automatically transferred to your linked account.

What should I do about automatic payments that come out of my Zenbanx account?

Customers should contact their authorized merchants to update their payment choice before August 31, 2017.

Can I still use my account until the account closure date?

Yes. You can transfer your U.S. Dollars (USD) position to your linked account, or you can continue to send funds to your friends and family. You can withdraw or spend your balance with your Zenbanx Debit Card until August 27, 2017.

What happened to the SoFi acquisition?

We are now working as part of the SoFi team to build an expanded line of revolutionary consumer financial products, and in conjunction with our partner Wilmington Savings Fund Society, we have decided to close existing Zenbanx accounts.

Will the Zenbanx mobile app be in service after the Zenbanx closure on August 31, 2017?

No. The Zenbanx mobile app will not be in service after August 31, 2017.

What if I need help closing my account?

If you require assistance, call us at 877-ZENBANX / (877)-936-2269 Monday through Friday (excluding Saturdays, Sundays, and bank holidays) 9AM-8PM Eastern Time.

When is the last time I can use my card? What will happen to pending transactions?

Zenbanx cards will be active until August 27, 2017 12:00AM EST. This will allow debit card transactions to clear before the account closure date.

How do I exchange money?

To exchange money: Zenbanx mobile app> Login> Exchange Money> Choose the 'From' and 'To' currency> Enter amount> Confirm Exchange. Zenbanx website> Login> Exchange Money> Choose the 'From' and 'To' currency> Enter amount> Confirm Exchange.

How to exchange cent amounts?

To exchange cent amounts, you will need to close the currency position. Login into your Zenbanx account, under the home screen swipe right-to-left on the currency flag to bring up the option to 'Close'. On the website, go to Account Overview, click on the currency flag that you want to close. Under the Position Details page, select the option to close the position.

How to send money?

The money in your account can be sent electronically to family or friends domestically or internationally, or be transferred to your linked bank account.

How does the recipient pick up the money I send them?

The recipient will receive an email to pick up the money. The email will include a clickable link where they can provide their bank information to accept the transfer. If a security question is set up, make sure to provide the recipient the answer to the question.

How long will the recipient have to pick up the money I send?

Once the money is sent, the recipient will have until August 31, 2017, 12:00 AM EST to accept the money.

If I have a question, how do I get an answer?

You can contact us at help@zenbanx.com or 855-ZENBANX / (855)-936-2269 Monday through Friday (excluding Saturdays, Sundays, and bank holidays) 9AM-8PM Eastern Time.

How do I change my address to ensure that I receive my tax form?

Your address can be changed under 'My Info' (your circular selfie image) in your Zenbanx account. There is an option to edit your address under personal information. You must save this change.

Will the closure of Zenbanx impact my credit score?

No, the closure of Zenbanx will not impact your credit score.

Is Zenbanx in Canada closing?

Yes, Zenbanx Canada closed on June 30, 2017.

When will my account be closed?

August 31, 2017 at 12:00AM EST.

How can I withdraw my funds if I don't have a working external account linked to Zenbanx?

If you do not have a linked external account, you may use the 'Send Money' feature to send USD to your external account. You will need to add yourself as a 'Friend' first with a secondary email address. Domestic transfers in USD are free.

Can I cancel a send money transfer after I have sent it?

Yes, send money transfers that have not been picked up by the recipient can be canceled under 'Tracking' on your Zenbanx account.

How long does it take for my funds to arrive in my external account?

Funds transfers typically complete within three business days, subject to the processing time of the receiving bank.

How do I withdraw money from Zenbanx to a linked account?

To withdraw funds back to your linked account: Zenbanx mobile app>Login>+/- Money>Withdraw>Enter amount>Withdraw. Zenbanx website>Login> Account Overview>Click on CAD position>Withdraw>Enter amount>Withdraw.

Where can I get a statement of all my transactions?

Go to your Zenbanx account (for web) and click on "Timeline". Under "Refine Search Table", you will see Export: CSV and PDF. Account statements will be available on the Zenbanx website until September 30, 2017.

How do I add an external bank account?

To add an external checking account: Zenbanx mobile app>Login> Drawer>My Info>Linked Accounts>Add Account. Zenbanx website>Login> My Info>Linked Accounts>Add Account. It will request for your external bank's routing & account number. Once the account is added, please allow up to 3 business days for the small test deposits to appear in your external bank account, then sign into your Zenbanx account to verify the amounts.

If I want to send money to my friend or family member, what personal information do I need for the person to whom I am sending money?

To send money, you will need to know the recipient’s first and last name, and email address to add them as a 'Friend' before initiating the transfer.

When is the last day Zenbanx will accept deposits?

We will not be accepting any deposits or account funds transfers as of August 25, 2017.

Should I close my account before August 31, 2017?

Yes. Close your account before August 31, 2017 in the 'My Info' section of your Zenbanx account. Any accounts active after August 31, 2017 will be automatically closed by Zenbanx. The remaining funds will be converted back to USD and transferred to your external account or mailed to you by check.

How do I close my Zenbanx account?

Tap the "Close Account" button in the Zenbanx app, which is located in "My Info" in the drawer or clicking on the avatar beside the "Sign Out" link on the web site. Your foreign currency positions will automatically be converted to U.S. Dollars (USD) at our prevailing exchange rates and then transferred to your linked account.

What will happen to my pending transactions?

Any send money transactions that have not been picked up by the recipient by August 31, 2017 at 12 AM EST will be reversed and transferred to your linked account.

Is Zenbanx closing permanently?

Yes. As we work to build an expanded line of revolutionary consumer financial products, and in conjunction with our partner Wilmington Savings Fund Society (WSFS), we have decided to close existing Zenbanx accounts so that we can focus our attention on creating something new with SoFi. The effective date of closure will be August 31, 2017 at 12:00AM EST, (“Account Close Date”).

What interest rate will I earn on my Zenbanx account?

As of July 1st, 2017 our interest rates will be changed to 0% for all currencies.

If I have a question, how do I get an answer?

You can contact us at help@zenbanx.com or call (855) ZENBANX (855) (936-2269) +1 (650) 336-6500 for international calls (international charges may apply) Monday through Friday (excluding Saturdays, Sundays, and bank holidays) 9 a.m. to 8 p.m. Eastern Time 6 a.m. to 5 p.m. Pacific Time.

What personal information do I need for the person to whom I am sending money?

To send money you will need to know the recipient’s first and last name and their email address.

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