I can’t log in to the ZEN.COM app

If you can’t access the ZEN.COM app, you’re in the right place.

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

• 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 “Unverified device”
• I see “Try again later”
• My one-time SMS code isn’t arriving
• I forgot my app passcode
• Face verification failed during login
• I changed my phone
• My account is blocked

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 numbers, we’ll 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

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’re trying to log in with a different phone number than the one originally used.

What to do

• Log in using your previous phone number.
• If you’re unsure which number you used or no longer have access to it, follow the steps in the section above.

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

• Check if there’s an ongoing incident on our service status page. If there is, we’ll post updates there.
• Turn off VPN or proxy if you’re using one.
• Update the ZEN.COM app to the latest version.
• Update your device’s operating system.
• Restart your device.
• Reinstall the app.

Reinstalling the app does not delete your ZEN account. It only removes temporary files that may cause glitches. You can safely log in again after installing it.

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

• A screenshot of the error
• The phone number with country code (for example 🇩🇪 +49, 🇬🇧 +44, 🇵🇱 +48) you use to log in

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

This usually points to an internet or network issue.

Check the following

• Airplane Mode is turned off
• Your Wi-Fi connection is stable
• Try restarting your router
• Switch from Wi-Fi to mobile data, or the other way around
• Restart your device
• Turn off VPN or proxy
• Update the app and your device software

If everything looks fine and the message remains, check the service status page in case of temporary technical issues.

I see “Unverified device”

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

Possible reasons

• You’re in a country where ZEN.COM access is restricted
• You entered incorrect SMS codes or passcode multiple times
• There’s a temporary technical issue

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

You can also:

• Restart your device
• Reinstall the ZEN.COM app

If the message keeps appearing, contact ZEN Customer Support with a screenshot and 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

• Wait a few minutes before trying again
• Avoid repeated login attempts
• Check your internet connection
• Check the service status page

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

My one-time SMS code isn’t arriving

Open our dedicated guide for SMS troubleshooting steps here.

Common causes include:

• Weak mobile signal
• Being in an unsupported country
• SMS inbox blocking

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 this quick checklist:

• Use good lighting
• Remove glasses, hats, or face coverings
• Hold your phone steady
• Make sure your camera lens is clean
• Check that the app has camera permission
• 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.

I changed my phone

If you’re logging in on a new device:

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

If you see an unexpected error, check the sections above that match the message on your screen.

My account is blocked

Accounts can be temporarily blocked for security reasons, such as multiple incorrect login attempts.

Open our dedicated guide for account blockade troubleshooting steps.

You can also log in through a web browser

If you can’t use the app right now, access your account via the ZEN Web Portal.

In the Web Portal for individual accounts, you can:

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

Business clients can use the Web Portal 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:

• The exact error message
• A screenshot
• The phone number linked to your account
• Your device model and operating system version

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