How to close ZEN account

We understand you might want to take a break or move on. Closing your account is simple, and you’ll have the option to apply for a new ZEN account when you’re ready. If you only want to stop paying the subscription fee, you can switch to the Free Plan instead of closing your account. You will not pay the monthly fee, and you can upgrade your ZEN Plan again later without opening a new account.

How to close your personal ZEN account

1. Log in to your ZEN.COM app and tap your initials in the upper-left corner.
2. Tap “Settings”.
3. Tap “Close account” and follow the in-app instructions to complete the request.

Requirements to close your ZEN account

Before closing your account, make sure you:

• Withdraw all funds from your account.
• Settle any negative balance.
• Complete or cancel any pending transactions, refunds, or chargebacks.

To close your account in the app, the balance in all currencies must be 0.

If you still have funds in your account, you can:

• Top up your account to meet the minimum amount required for bank transfers, then transfer the funds out of your ZEN account.
• Transfer the remaining funds to a friend via ZEN Buddies. ZEN Buddies transfers do not have a minimum required amount.
• If you do not want to withdraw the remaining funds, contact our Support team. Keep in mind that your funds will be transferred to a temporary account in this case.

How long account closure takes

You can end your agreement at any time with one month’s notice, effective at the end of the following month.

Example:
If you ask to close your account on 20 July, your account will be closed on 31 August.

Your account will remain available until the closure date. In some cases, certain features, such as receiving incoming transfers or using a ZEN card, may be unavailable earlier depending on the reason for the closure. If you’re unsure which features are currently available, contact our Support team.

Until the closure is complete, you will not be able to open another ZEN account. After the account is closed at your request, you can apply for a new ZEN account.

What happens after your account is closed

After your ZEN account is closed:

• Your account data is archived only for as long as needed for the purposes in our Privacy Policy, unless the law requires a longer period. See: How to access or delete your personal data from ZEN.COM
• All payment cards linked to the account are permanently blocked.
• Your ZEN account numbers stop working. Any incoming transfers are automatically returned to the sender.
• Benefits, such as Extended Warranty or Reward Zone, no longer apply.
• You can no longer log in to the account.
• Transaction history is no longer visible in the app. You can still request statements from a permanently closed account with the help of our Support team.
• A closed account cannot be reopened. You can apply for a new ZEN account at any time, but it will have new account numbers, card numbers, and a separate transaction history. See: Can I reopen a ZEN account?

See also:

• I've got a message “We have to close your account”
• How to download an account statement