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 personal ZEN 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
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.