To assess your business, we may ask about the payments you expect to receive and for some financial documents.
What should you tell us about your expected payments?
- The expected monthly amount of payments
- The average and highest transaction value
- The countries your customers are in
- Whether you offer subscriptions or free trials
- How long customers wait for the product or service after paying
- Which payment methods you want to accept
What if you already accept card payments?
Upload statements from your current or previous payment provider for the period stated in the MY.ZEN.COM portal task. They should show the amount of payments, refunds, and chargebacks.
What if a previous payment provider ended your contract?
Tell us why, and upload the related correspondence.
Which bank statements should you upload?
Statements from your business account for the period stated in the MY.ZEN.COM portal task.
Which financial statements should you upload?
Your latest filed financial statements. If they're older than 18 months, also upload your management accounts (internal financial reports) covering the period since then.
Will you need to pay a reserve or security deposit?
Depending on your business, we may apply a reserve or ask for a security deposit. If we ask for a security deposit, you need to pay it before we activate payments.
Not sure what to send?
Ask us directly in the task in the MY.ZEN.COM portal. For other questions, contact ZEN.COM Support using one of the contact methods below.
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.