Was your card payment rejected? We understand that it can be surprising, especially when you’re trying to pay in a shop. The good news is that most rejections have a simple explanation and can be resolved quickly.
Common reasons card payments get rejected
Your card or account status
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Your card is blocked or removed
Check your card status in the ZEN.COM app. If it’s blocked, you can unblock it. If it was removed, you’ll need to order a new one. -
Your card hasn’t been activated yet
Activate your card in the ZEN.COM app before making your first payment. -
Your card is damaged
A damaged physical card may not work reliably. Ordering a replacement usually resolves this. -
Your account may require an update
Check if you have any notifications in the ZEN.COM app about updating your account details. Some payments may be unavailable until you provide the required details.
Currency and merchant-related reasons
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The merchant cancelled the order
Sometimes the merchant cancels the purchase (for example, an item is out of stock) and releases the held funds back to your ZEN account.
If you didn’t expect the cancellation, contact the merchant to confirm what happened. -
DCC Control protected you
The DCC Control feature blocks payments with unfavourable exchange rates. Learn more about DCC here. -
The merchant only accepts credit cards
ZEN cards are debit cards, which some merchants (for example, hotels or car hire) may not accept. -
Restricted or forbidden merchants
Payments to certain types of merchants, such as specific gambling companies, are not allowed due to regulations.
Funds and limits
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Not enough funds available
Make sure your account has sufficient balance. Some payments, like at self-service petrol stations, require a higher pre-authorisation amount. Top up your ZEN account if needed. -
Daily card limits reached
You can adjust your daily card payment limits in the app if needed.
Payment details and verification
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Payment wasn't confirmed with 3D Secure
Confirm the payment in the ZEN.COM app when you see a 3D Secure notification. -
Incorrect card details
Double-check the card number, expiry date, and CVV in the ZEN.COM app. -
Incorrect PIN entered
You can safely check your PIN in the app.
Security checks
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Payment blocked for security reasons
For your protection, payments to some merchants may be temporarily unavailable. If this happens, wait 24 hours before trying again.
Still not sure why it was rejected?
If none of the reasons above apply, contact us using the options below. We’ll help you check what happened and guide you on the next steps.
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.