It can be confusing when your top-up doesn’t go through. This often happens because of your bank’s security settings or a 3D Secure (3DS) verification issue. Here’s how to fix it and try again.
What does 3DS mean?
3D Secure (3DS) is an extra layer of protection for online payments. Your bank may ask you to confirm the payment in its app or with a code. This step helps verify it’s really you making the transaction.
How to resolve top-up fails caused by 3DS
To resolve the errors related to 3DS or your bank's regulations:
-
Verify if your bank needs confirmation.
Some banks require you to confirm that you authorised the top-up. -
Check if your card supports 3DS.
Not all cards include this feature. Contact your bank to confirm if 3DS is enabled for your card. -
Add ZEN.COM as a trusted merchant.
Let your bank know that ZEN.COM is a trusted service, so future payments aren’t blocked. -
Avoid prepaid cards.
Prepaid cards can’t be used for ZEN account top-ups. -
Try another method.
If your card still doesn’t work, top up using another method, or send a bank transfer to your ZEN account.
Do you need help? We are always here for you:
- in ZEN.COM app support chat (open the link on your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, make sure that the ZEN.COM app is allowed to send push notifications on your mobile device.
- in ZEN.COM Help Center chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Center to start a chat.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.