Issue
How can I reset the passcode to ZEN app?
How-to
If you forgot the passcode to your account, you may create a new passcode in the ZEN app:
- Open the ZEN app.
- Provide your phone number, if you aren't logged in yet.
- Enter the one-time SMS password.
- On the ZEN passcode page, choose the "Forgot?" button.
- Follow the prompts to reset access to your account.
- When you reach the screen asking to enter the last 4 characters of the Identity Document you used to create the ZEN account:
- Check the list of possible documents you could have used: ID Card, Passport, Driver's License or Resident Card (plastic version).
- Try the last 4 characters of all these document numbers. The last 4 characters may include digits, letters and special characters, such as a minus sign. If you're not sure which number to enter, please see the section below to find the number of your document.
- If your document has expired, was lost, or you do not remember which document you used, please contact the ZEN Support Team using the "Contact us" button available below the last 4 characters field.
Where to find my document number?
The document number is visible on your document - this number is unique to each of your documents, unlike your personal number, which is the same across all your documents.
If you cannot find the document number on your document to reset the passcode, please see the following document examples with their document number placement highlighted:
- Identity Card
- Passport
- Driver's License
- Residence Permit / Residence Card
Information
If you registered in ZEN via a 3rd party service, like Binance, please provide the last 4 digits of the document number you used to open an account on that platform.
Do you need help? We are always here for you:
- in ZEN app support chat (open the link from your mobile device, we usually respond within 2-3 minutes). To ensure that you do not miss a response from a support agent, please make sure that the ZEN app is allowed to send push notifications on your mobile device;
- 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.