Do you see a card payment you don’t recognise? Let’s help you secure your account and check what happened.
Step 1: Secure your card
If you don’t recognise the transaction, block your card in the ZEN.COM app. This immediately stops any further card payments and keeps your money safe.
Learn how to block your card.
After the affected card is blocked, you can order a new one with a different card number, expiry date, and CVV/CVC code in the ZEN.COM app anytime.
Learn how to order a new card.
Step 2: Double-check common causes
Before reporting the payment, it’s worth checking a few things that often explain unfamiliar charges:
-
Subscriptions or free trials
You might have recently activated a paid subscription, trial, or recurring payment. If so, contact the merchant to confirm the charge or cancel future payments. -
Merchant name differences
The merchant name shown in your transaction history may look different from the brand you purchased from. Checking the location, date, and time of the payment can help you recognise it.
Step 3: Report the transaction to us
If the payment still doesn’t look familiar, contact ZEN Support to report the transaction. We’ll help you verify it and explain what happens next.
To report a card transaction in the app:
- Open your transaction history and tap the payment.
- Review the card transaction details.
- Tap “Get Help” to start reporting the transaction.
See also: I do not recognise a transfer in my transaction history