If you can’t access your account via the ZEN.COM Web Portal available on MY.ZEN.COM, you’re in the right place. Select the message you see, and we’ll help you get back into your account.
This message usually appears when we can’t connect. Try the steps below:
-
Check service status.
Tap here to see if there’s an ongoing incident. If there is, we’ll post updates so you know what’s happening. -
Turn off VPN or proxy.
These can block us from connecting. -
Try logging in using a different browser.
Connection issues can sometimes be resolved by using a different browser (e.g., Google Chrome, Firefox, Microsoft Edge, Safari).
If the message keeps appearing, email us at hello@zen.com. Attach a screenshot of the error and tell us which phone number you use to log in.
This message usually appears when the device can’t reach our servers. Here’s what to check:
-
Check service status.
Tap here to see if there’s an ongoing incident. If there is, we’ll post updates so you know what’s happening. -
Turn off VPN or proxy.
These can block us from connecting. -
Try logging in using a different browser.
Connection issues can sometimes be resolved by using a different browser (e.g., Google Chrome, Firefox, Microsoft Edge, Safari). -
Check Airplane Mode.
Make sure it’s turned off. -
Check your Wi-Fi connection.
Restart the router if needed or connect to another network. -
Switch to mobile data.
Turn off Wi-Fi and try logging in again. - Restart your device.
If the message keeps appearing, email us at hello@zen.com. Attach a screenshot of the error and tell us which phone number you use to log in.
This message usually appears when your account requires a selfie verification via the ZEN.COM app.
Log in to your ZEN account via the ZEN.COM mobile app and complete the verification to regain the permissions.
Tap here for selfie-verification tips or next steps if the account gets blocked.
If you changed your number, we’ll help you update it. Follow these steps:
- Email hello@zen.com from the e-mail address linked to your ZEN account.
- If you no longer have access to that email, contact us from your new address. We’ll verify your identity.
- In your message, include:
- Your old phone number.
- Your new phone number with country code (e.g. 🇩🇪 +49, 🇬🇧 +44, 🇵🇱 +48).