Question
What can I do if my physical card didn't arrive? How can I see which courier is delivering my card and which address was it sent to?
Answer
Firstly, check whether you have ordered a physical card. If you have only ordered a virtual card, it should be immediately available to you in the ZEN app.
Information
Currently, delivery tracking is available in the ZEN app for cards sent via FedEx and DHL to Polish addresses. The tracking number will be accessible within 2 business days of ordering the physical card. Please note that we do not offer delivery tracking for cards sent outside of Poland, including those dispatched via Polish Post (Poczta Polska), Nova Post or DHL Global Mail to other countries.
You may see further information about your card's delivery by pressing the “Delivery details” button in your card's settings. The button is usually accessible within 2 business days of ordering the physical card.
When viewing delivery details, you can see the name of the company delivering your card and the address to which the card was sent. For FedEx and DHL in Poland, the "Track your shipment" button will also be visible.
The physical card should be delivered to you:
- Within 7 business days, if card was ordered to Poland.
- Within 25 business days, if card was ordered to any country other than Poland.
If after 25 business days, you still haven't received your ZEN card, contact us via in-app chat (click this link on a device with the ZEN app installed) to restrict your card and waive the fee for a new one.
See also: Countries where ZEN Physical Card can be delivered