If something feels wrong, act immediately. Even small steps can help limit damage and protect your account. This guide shows you what to do depending on what happened.
First, secure yourself
If you’re in contact with someone who seems suspicious:
- Stop all communication immediately.
- Change your ZEN.COM app passcode.
These steps help prevent further access or pressure.
If your ZEN Card details may be compromised
Act quickly to prevent new payments:
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Lock your card in the ZEN.COM app.
This stops any further transactions straight away.
Report any unrecognised card payment:
- Log in to the ZEN.COM app and open your transaction history.
- Select the payment you don’t recognise.
- Tap “Get Help” to start reporting the payment.
If you were tricked into sending money from your ZEN account
If you made a transfer because of a scam:
- Log in to the ZEN.COM app and open your transaction history.
- Select the transfer you made because of a scam.
- Tap “Get help”, then tap “Contact support” to open a chat with our consultant.
Reporting it as soon as possible gives you the best chance of having the situation reviewed.
If you do not have a ZEN account, but you sent money to someone’s ZEN account
This applies if you paid someone from your bank (or another provider), and later found out the recipient was using a ZEN account.
What to do:
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Report the transfer to your bank.
Your bank will investigate and contact us if needed. - Contact your local law enforcement to report the incident.
If you’re not a ZEN client, but see “ZEN.COM” on your card statement
If you don’t have a ZEN account and notice an unfamiliar transaction made with your bank's card, you may have used the ZEN Payment Gateway to pay for your purchase at the supported merchant. If that's not the case:
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Report the payment directly to your bank.
Your bank will investigate and contact us if needed. - Contact your local law enforcement to report the incident.
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.
See also: