Losing your phone can feel stressful. If this happens, you can secure your cards and data quickly. The steps below help you protect your account, whether you use Android or iPhone.
Important
If your phone or your ZEN Card is lost or stolen, contact us as soon as possible. We will help you secure your account and prevent unauthorised use.
If you were using an Android phone
You can secure your device and payment data using Google’s Find My Device service (external link).
What to do:
- Sign in to Find My Device with your Google account (external link).
- Select the phone you want to locate from the list.
- If asked, enter your phone’s lock screen PIN.
- Check the map to see the device’s last known location.
- Choose what you want to do next:
- Play a sound to help you find it nearby.
- Lock the device with a password.
- Erase the device so no one can access your data.
Even if the phone is offline, Google Pay data can still be removed. This means no one can use your card on that device.
If you later recover your phone, unlock it and add your card again to use Google Pay.
Google Pay does not store your full ZEN Card number on your phone. For extra safety, we recommend locking any card that was added to the lost device and ordering a new card.
If you were using an iPhone
You can manage Apple Pay remotely using the Find My service (external link).
What to do:
- Sign in to Find My with your Apple Account (external link).
- Select your iPhone from the list of devices.
- Open the "Apple Pay" section.
- Choose "Remove" or "Remove All".
Your cards will be suspended or removed from Apple Pay right away, even if the phone is offline or not connected to the internet.
Apple Pay does not store your full ZEN Card number on your phone. For extra safety, we recommend locking any card that was added to the lost device and ordering a new card.
Using your physical ZEN Card
Removing or suspending a card in Apple Pay or Google Pay does not block your physical card.
You can still pay with the physical card unless you block it separately in the ZEN.COM app.
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.
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