Why do I need to confirm some ZEN Card payments?

When you pay online with your ZEN Card, you may sometimes be asked to confirm the payment on your phone. This is part of 3D Secure (3DS), an extra security step that helps protect your money.

3D Secure confirms that it’s really you making the purchase. Instead of relying only on card details, the payment is approved through your ZEN.COM app. This reduces the risk of fraud, especially for online shopping.

How 3D Secure works with ZEN Cards

All ZEN Cards support 3D Secure.

When a merchant requires confirmation, you’ll receive a notification from the ZEN.COM app. To complete the payment:

1. Tap the notification.
2. Review the transaction details.
3. Confirm if everything looks correct.

If you confirm, the payment goes through. If you don’t, the payment is stopped.

Important things to know about 3D Secure

• 3D Secure is activated automatically when you activate your ZEN Card. You don’t need to turn anything on.
• Not all online payments require 3D Secure, so you won’t always receive a notification. The use of 3D Secure depends on the merchant and can’t be enabled for every ZEN Card payment.
• If you don’t see a notification:
  If a merchant asks for confirmation but no notification appears, open the ZEN.COM app. Any pending 3D Secure checks will show automatically after you log in.
• If you’re unsure about a transaction:
  Don’t confirm it. Once a 3D Secure payment is confirmed, ZEN.COM cannot cancel or stop it. Only the merchant can then reverse the transaction.
• If you decline a 3D Secure request:
  Your ZEN Card will be blocked automatically to prevent further unrecognised payments. You can unlock the card in the ZEN.COM app once you’re sure everything is safe.

3D Secure and subscription payments

When you pay for a subscription, only the first payment requires 3D Secure approval. Future recurring payments are charged automatically by the merchant.

At the moment, subscription payments can’t be blocked individually.