If your ZEN Card is blocked, it does not always mean there is a problem. In many cases, you can unlock it yourself in the app and keep using it right away.
This article explains when you can unlock a card on your own and what to do if that option is not available.
Before we start
You can unlock a ZEN Card in the app only if you locked it yourself earlier.
There are situations where unlocking in the app is not possible:
- If you removed the card from the ZEN.COM app, it cannot be restored. You will need to order a new card.
- If the card was blocked for security reasons, for example, after reporting an unrecognised transaction, it usually cannot be unlocked in the app. In some cases, ZEN.COM staff may be able to unlock it. If not, ordering a new ZEN Card is the safest replacement.
- If your ZEN account or some account features are temporarily limited, unlocking or ordering cards may not be available. Learn more about account limitations here.
This helps protect your money and prevents further unauthorised use.
How to unlock your ZEN Card in the app
If your card was temporarily locked by you, follow these steps:
- Log in to your ZEN.COM app and select “Cards” from the bottom menu. Locked cards appear greyed out.
- Choose the card and tap "Unlock" below it.
Your card is active again and ready to use.
Using Apple Pay or Google Pay after unlocking
If the unlocked card was added to Apple Pay or Google Pay, it will be restored automatically. You can continue paying with your phone or watch without adding the card again.
If you cannot unlock your card
If the "Unlock" button is not available, the card cannot be unlocked in the app. This usually means:
- the card was removed,
- the card was blocked for security reasons, or
- your account or some of its features may be limited.
Depending on the reason, you may need to order a new ZEN Card or wait until account limitations are removed.