If you can’t log in to the ZEN.COM app, choose the situation below that matches what you see. This will take you to the right steps to get back into your account.
If you already have a ZEN account, don’t create a new one.
- I changed my phone but still have the same phone number
- I no longer have access to my old phone number
- I see “Looks like you already have a ZEN account”
- I see “Oops! Something went wrong” or “Internal server error”
- I see “Looks like there's no connection to the server”
- I see “We've paused access from this device”
- I do not receive the one-time SMS code
- I forgot my app passcode
- Face verification failed during login
- My account is blocked
Use MY.ZEN.COM for some account features
If you can’t use the app right now, you may still be able to access some account features through MY.ZEN.COM.
If you have a ZEN Personal account, you can use MY.ZEN.COM for individual clients to:
- See your balances and currencies
- Review your transaction history
- Download statements
- View and manage your cards
- Exchange currencies
If you have a ZEN Business account, follow this guide to manage your account through MY.ZEN.COM.
Still can’t log in?
If none of the options above match your situation, contact ZEN.COM Support and send:
- The exact error message
- A screenshot or screen recording
- The phone number linked to your account, including the country code (for example 🇩🇪 +49, 🇬🇧 +44, 🇵🇱 +48)
- The email address linked to your account
- Your device model
- Your operating system version
- Your ZEN.COM app version
- The steps you’ve already tried
Sharing these details can help us investigate the issue faster.
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.