Cashback usually appears in your account within about 30 minutes. If it’s still missing, check the points below. A tracking interruption, payment method, or another condition of the offer may have prevented the cashback from being credited.
Check that you accepted the cashback terms
You need to accept the ZEN Card Cashback Terms in the ZEN.COM app before making the purchase.
To check whether you've already accepted the cashback terms:
- Log in to the ZEN.COM app and tap your initials in the upper-left corner.
- Select “Documents”, then tap “Cashback consent”.
- Check whether you've already accepted the cashback terms.
If you accepted the terms only after completing the order, cashback won’t be credited for that purchase.
Check how you opened the partner store
How you start your purchase depends on the type of offer:
- For Referral link and ZEN Payment Gateway offers, open the partner store by tapping the link in the ZEN.COM app
- For Pay by card offers, follow the instructions shown in the offer. You don’t need to shop through a dedicated link
For offers that use a tracking link:
- Make sure your shopping cart was empty before opening the store from the ZEN.COM app
- Add items to your cart only after opening the store through the cashback offer
- Use the link in the built-in browser in the ZEN.COM app
- Don’t send or share the link with another person or device
Each tracking link can award cashback for one order. If you place several orders in the same store, tap “Use cashback” again in the ZEN.COM app before each purchase.
Check that the shopping session wasn’t interrupted
For offers that use a tracking link, complete your purchase in the same uninterrupted browser session.
Cashback may not be tracked if you:
- Close the in-app browser
- Switch to another app during the purchase
- Use an ad blocker or browser extension that interferes with tracking
- Use another cashback site, coupon page, discount tool, or price-comparison service
These services can interrupt or overwrite the ZEN.COM tracking link.
To avoid switching away from the shopping session, you can copy your card number from the ZEN.COM app before opening the offer, use your device’s autofill, or pay with Apple Pay or Google Pay on the store’s website.
Check how you paid
Your entire order must have been paid for with your ZEN card. You can also use your ZEN card through Google Pay, Apple Pay, or another mobile wallet.
Cashback isn’t granted if you use another payment method, such as:
- PayByZEN
- PayPal
- Curve
- installment or deferred-payment services
Also check that the merchant category isn’t on the list of excluded categories.
I met the conditions but still did not receive cashback
If you’ve just completed your purchase, give it a little more time. Most cashback appears within about 30 minutes.
If the cashback is still missing and you followed the conditions above, there may have been a technical issue. Contact our Support Team, and we’ll check what happened.
If the required conditions weren’t met, cashback may not be credited, may be removed later, or access to Instant Cashback may be temporarily limited.
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.