Seeing an unfamiliar fee can be confusing. Let’s walk through what it might be, where to check the details, and what to do next if something still doesn’t feel right.
Check if it’s a ZEN.COM fee
All fees that ZEN.COM may charge are listed in our pricing documents:
In your transaction history, ZEN.COM fees usually appear with names like:
- Fee for processing transaction
- Fee for account top-up
- Fee for ATM deposit
- Fee for ATM withdrawal
These are standard service fees described in the pricing that applies to your account.
For most ZEN.COM fees, you can tap the fee in your transaction history to see more details. At the bottom of the screen, you’ll usually find the transaction it’s linked to. This helps you quickly understand what the fee was charged for.
Monthly subscription fee
You may also see a "Monthly subscription fee". This is charged each month if you have an active paid ZEN Subscription Plan. It gives you access to benefits such as Reward Zone, Extended Warranty, and ZEN Care Shopping Protection.
You can learn more here: What are ZEN Subscription Plans?
You can also manage or cancel your ZEN Subscription Plan at any time.
Fees charged by third parties
Some fees are not charged by ZEN.COM. For example, ATM operators or merchants may add their own fees.
In these cases:
- The fee does not appear as a separate transaction.
- It is included in the original transaction amount, such as an ATM withdrawal.
If you have questions about a third-party fee, it’s best to contact the ATM operator or merchant directly, as they set and apply those charges.
If you think a ZEN.COM fee was charged by mistake
If something still doesn’t add up, here’s what to do:
- Log in to the ZEN.COM app, then swipe up on the home screen to open transaction history.
- Tap the unrecognised fee to check its details and any linked transaction.
- Compare it with the pricing that applies to your account to see if the fee matches.
- Tap "Get help", then "Contact support" to start a chat with our consultant if you think something is wrong.
Our team will review the fee and confirm whether it was charged correctly.
Related help
If the issue is not a fee but another type of transaction, these articles may help:
- I don’t recognise a transfer in my transaction history
- I don't recognise a card payment in my transaction history
- What should I do if I suspect fraud?
To learn more about specific fees, see: