If you've moved to another country, you can update your country of residence in ZEN.COM. The steps depend on whether you still use your previous identity documents or have received new ones from your new country.
For security reasons, you can’t change your country of residence within 90 days of creating your account or changing your country of residence. If this period hasn’t passed yet, try again later.
Change your country of residence in the app
If you've moved to another country but still use identity documents issued by your previous country, you can update your residential address directly in the ZEN.COM app.
- Log in to the ZEN.COM app and tap your initials in the upper-left corner.
- Select “My details”, then tap your current residential address.
- Enter your new country, street name, house or apartment number, postal code, and city or town.
- Review your details and confirm the change.
Verify your new address if requested
You may need to provide proof of address to confirm your new details. If so, follow the instructions in the ZEN.COM app to upload your document.
Accepted documents usually include:
- Driver's license
- Bank or credit card statement from the last 3 months
- Utility bill from the last 3 months
- Mortgage statement from the last 12 months
- Government letter from the last 12 months
The exact list of supported documents appears in the ZEN.COM app and may differ depending on your country.
If you have trouble saving your new address, contact our support team.
Change your country of residence with new identity documents
If you've moved to another country and received new identity documents issued by that country, contact our support team to update your information.
Before contacting us:
- Check that ZEN.COM operates in your new country.
- Prepare your new government-issued identity document in its physical form. Make sure the document is supported by ZEN.COM.
Never send scans or photos of your identity documents, such as your ID card or passport, via chat or email.
When you’re ready, contact our support team and mention that you've moved to another country and need to update your identity documents. We'll guide you to a secure verification channel.
Updating your information may take a few days.
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.