What happens if my balance is negative?

It’s rare, but your ZEN account balance can go below zero. When this happens, the amount you owe is automatically covered by your next deposit, such as a top-up or incoming transfer. Until the balance is back to positive, some account features may be temporarily limited.

How a negative balance can appear

• Delayed card payments.
  Some merchants settle card payments later than expected. If the original hold on your funds has already expired, and you’ve used the money for other transactions, the settlement can push your balance below zero.
• Preauthorisations with higher final amounts.
  Places like hotels, car rentals, ride-sharing apps, or public transport often place a preauthorisation first, then settle the final amount later. If the final amount is higher than the initial hold, it may create a negative balance.
• Reversed cashback.
  If a purchase isn’t confirmed by the merchant, or cashback rules weren’t met, cashback you previously received may be reversed. This can move your balance into the negative.
• Reversal of funds added by mistake.
  If funds were added to your account in error, they may be reversed according to our Terms. This can create a temporary negative balance.

You can learn more about negative balance in ZEN.COM in Point 6 of ZEN Terms for Individual Users or ZEN Terms for Business Users.

How to fix a negative balance

Top up your account or make an incoming transfer. As soon as your balance is positive again, your account returns to normal.

If you’re unsure why your balance went negative or need help restoring it, you can contact our Support Team.