If you received an email titled “We have to close your account”, it means we reviewed activity on your account and decided to permanently close it, based on reasons listed in the ZEN Terms. We understand this message can feel upsetting. The decision is carefully reviewed and is final.
Why your account is being closed
In most cases, the email explains the reason for closure and lists the specific clause from the Terms. Common reasons include:
- Installing remote device-control apps to let another person access your ZEN account.
- Opening a ZEN account at the request of strangers.
- Using the ZEN.COM app on a device that belongs to someone else.
- Using a ZEN Personal account for business activity.
- Not following our safety recommendations.
Sometimes, due to our Policies, Terms, or the law, we cannot disclose the exact reason.
What to do before your account is closed
Transfer your remaining money
If you still have money in your ZEN account, transfer it to another account with a standard bank transfer in the ZEN.COM app. Other transfer methods are not available once the account is scheduled for closure.
If you do not move the funds before the closure date, we will place them in a temporary account. To withdraw them later, email us at hello@zen.com.
Download your account statements
Download any account statements you may need before the closure date. Exporting statements in the ZEN.COM app while your account is still active is free of charge.
Exporting statements from a permanently closed account costs 100 EUR per request.
Redirect incoming money to another account
After you receive the email titled “We have to close your account”, you can no longer receive money to your ZEN account.
If you are expecting a card refund or a transfer from another financial institution, use another account if possible. Any money sent to your ZEN account during the closure period or after the account is closed will be automatically returned to the sender.