1. ZEN.COM Help Center (EU)
  2. Account
  3. Troubleshoot account issues

I can’t log in to the ZEN.COM app

Updated

If you cannot access the ZEN.COM app, choose the section that matches what you see. Do not create a new ZEN account if you already have one.

Select your situation, and we’ll help you get back into your account:

I changed my phone but still have the same phone number

If you have a new device but still use the phone number linked to your ZEN account:

  1. Install the latest version of the ZEN.COM app.
  2. Log in using your registered phone number.
  3. Complete SMS verification.
  4. Complete face verification if requested.

If you see an error during login, check the section below that matches the message shown in the app.

I no longer have access to my old phone number

Your ZEN account is linked to the phone number you used during registration. If you changed or lost that number, we need to verify your identity before updating it.

What to do

  1. Contact ZEN Customer Support from the email address linked to your ZEN account.
  2. If you no longer have access to that email, write to us from your new address.
  3. In your message, include:
    • Your old phone number with country code (for example 🇩🇪 +49, 🇬🇧 +44, 🇵🇱 +48),
    • Your new phone number with country code,
    • Email address linked to your ZEN account,
    • Screenshot of the login screen or error message, if available.

What happens next

We’ll guide you through identity verification. Once confirmed, we’ll update your login details.

At the moment, logging in with email instead of a phone number is not supported, and SMS verification cannot be disabled.

I see “Looks like you already have a ZEN account”

This usually means you are trying to log in with a different phone number than the one originally linked to your ZEN account.

What to do

I see “Oops! Something went wrong” or “Internal server error”

This usually means the app can’t connect properly or needs an update.

What to do

Reinstalling the app does not delete your ZEN account. It only removes app files from your device. You can log in again after reinstalling it.

If the issue continues after these steps, contact ZEN Customer Support and attach:

  • Screenshot of the error,
  • Phone number used to log in,
  • Device model,
  • Operating system version,
  • ZEN.COM app version

I see “Looks like there's no connection to the server”

This usually points to an internet or network issue.

Check the following

You can also try switching from Wi-Fi to mobile data, or from mobile data to Wi-Fi.

If the message remains, check the service status page in case there is a temporary technical issue.

I see “Unverified device”

This appears when the app can’t confirm your device.

Possible reasons

If you entered the wrong code several times, wait before trying again. Repeated attempts may extend the cooldown.

You can also:

If the message keeps appearing, contact ZEN Customer Support with a screenshot and the phone number with country code (for example 🇩🇪 +49, 🇬🇧 +44, 🇵🇱 +48) you use to log in.

I see “Try again later”

This usually means there’s a temporary technical issue or a short security cooldown.

What to do

If the message appears for a longer time and no service incident is reported, contact ZEN Customer Support.

I do not receive the SMS code

First, check that:

  • Your mobile signal is stable,
  • Airplane Mode is turned off,
  • Your SMS inbox is not full,
  • Your phone is not blocking unknown or international SMS messages,
  • You are not using a number that cannot receive verification messages,
  • You are in a country where ZEN.COM access is supported.

Then follow the dedicated guide: My one-time text message (SMS) password isn’t coming

I forgot my app passcode

Your passcode is the 4-digit code you use to unlock the app after logging in. It’s different from the SMS verification code.

To reset it, follow the steps in our passcode reset guide.

If you use biometric login (Face ID or fingerprint), make sure it’s enabled in your device settings and ZEN.COM app settings.

Face verification failed during login

If the selfie check doesn’t complete, try again using this checklist:

  • Use good lighting
  • Remove glasses, hats, or face coverings
  • Hold your phone steady
  • Clean your camera lens
  • Allow camera access for the ZEN.COM app
  • Use a stable internet connection
  • Update the ZEN.COM app

If your camera is damaged, try logging in on another device.

If verification fails multiple times, your account may be temporarily blocked for security reasons. In that case, follow the instructions shown in the app and sent to your email address to confirm your details and regain access. If you did not receive the message, contact ZEN Customer Support.

My account is blocked

Accounts may be temporarily blocked for security reasons, for example after several incorrect login attempts or suspicious activity.

Open our dedicated guide for account blockade troubleshooting steps.

You can also log in through MY.ZEN.COM

If you cannot use the app right now, you may still be able to access some account features through MY.ZEN.COM

Using MY.ZEN.COM for individual clients, you can:

  • See balances and currencies
  • Review transaction history
  • Download statements
  • View and manage cards
  • Exchange currencies

Business clients can use MY.ZEN.COM for managing their business accounts by following this guide.

Still can’t log in?

If none of the sections above match your situation, contact ZEN Customer Support and include:

  • exact error message,
  • screenshot or screen recording,
  • phone number linked to your account, with country code (for example 🇩🇪 +49, 🇬🇧 +44, 🇵🇱 +48),
  • email address linked to your account,
  • device model,
  • operating system version,
  • ZEN.COM app version,
  • steps you already tried

The more details you share, the faster we can help.

Do you need help? We are always here for you:

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