If you can’t remember your passcode, you can reset it via the ZEN.COM website or the ZEN.COM app. You’ll only a few details.
Reset your passcode via ZEN.COM website
- Open the MY.ZEN.COM website and enter your phone number.
- Type the one-time text message (SMS) code you receive.
- When prompted to enter the passcode to your account, select "Forgot your passcode?".
- Follow the instructions you receive at the e-mail address linked to your ZEN account to reset your account passcode.
Reset your passcode via ZEN.COM app
- Open the ZEN.COM app. If you’re logged out, enter your phone number.
- Type the one-time text message (SMS) code you receive.
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On the passcode page, tap “Forgot?”.
- Follow the instructions on screen. You’ll be asked to enter the last 4 characters of the identity document you used when creating your account. This keeps your account safe while you regain access.
You may have registered with one of these:
- ID card
- Passport
- Driver’s license
- Residence card (plastic version)
Try the last 4 characters from each document. They may include letters, digits, or symbols.
If the document has expired, was replaced, or you no longer remember which one you used, tap “Contact us” below the input field. Our Support team will guide you through a secure verification.
Your document number is printed on your physical document and is unique to that document. It’s not the same as your personal identification number.
If you’re unsure where to look, check the examples below showing where the number appears on each document type:
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ID Card
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Passport
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Driver's License
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Residence Permit / Residence Card
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.