I can not log in to the ZEN app

If you see "Oops! Something went wrong" message when logging in to the ZEN app, verify the following:

• Make sure there's no ongoing service incident, by clicking here. During incidents, we're making sure to provide updates as soon as they're available.
• Check if any updates are available for the ZEN.COM app in App Store (iOS), Google Play Store (Android), or App Gallery (Huawei). Download the latest available app version.
• Check if any updates are available to your device's operating system.
• If the error keeps occurring, delete the ZEN.COM app from your device and download it again to clear its data.

If you see a message "Looks like there's no connection to the server" when logging in to the ZEN app, verify the following:

• Make sure there's no ongoing service incident, by clicking here. During incidents, we're making sure to provide updates as soon as they're available.
• Check if any updates are available for the ZEN.COM app in App Store (iOS), Google Play Store (Android), or App Gallery (Huawei). Download the latest available app version.
• Make sure your device does not have the airplane mode enabled - this mode blocks apps on your phone from accessing the internet.
• Check if your Wi-Fi connection is up and running. You may need to restart your router for it to reconnect to the Internet. If you have access to other Wi-Fi networks, check if the ZEN app works correctly after changing your Wi-Fi network.
• Turn off Wi-Fi connection on your mobile device, and try logging in to the ZEN app using cellular data. 
• Restart your device to refresh network settings and app data.
• Disable VPN or proxy connections that may interfere with ZEN app's ability to connect to the service.
• If the error keeps occurring, delete the ZEN.COM app from your device and download it again to clear its data.

If you see "Unverified device" error when logging in to the ZEN app, verify the following:

• Make sure you are logging in from a country where our services are supported. If you're in a country where ZEN services are not supported, access to the app may be temporarily unavailable due to circumstances out of our control.
• If you've recently entered the wrong SMS code or account passcode multiple times, the app may set a cooldown period before it allows further attempts. In this case, please try logging in again later.
• If the above situations do not apply to you, please contact us by sending an e-mail to hello@zen.com or using the in-app chat so we can investigate the issue and help you log in to the ZEN app.

If you do not have access to the phone number connected to your ZEN account anymore, please contact our Support Team via email hello@zen.com to update it and restore access to your account. Currently, we do not support logging in with an email address or turning off the SMS code verification.

If you're having trouble receiving a one-time SMS code, click here to troubleshoot the issue.

If you do not remember your app passcode, or the passcode you're entering is not working, please click here to see how to update your passcode in the app.

If while signing in to the ZEN app it asks you to take a photo of your face, please make sure you've granted the ZEN.COM app permission to access a camera in your device's settings.
If permission is enabled, please click here to see our tips for successful selfie verification. If your verification was unsuccessful multiple times and the account has been blocked, please click here to see further steps regarding unlocking the account.

To access your personal ZEN account, please remember that it's exclusively available through the ZEN.COM app on your mobile device. Unfortunately, personal accounts cannot be accessed via the website or a computer.

To get started, make sure you have the ZEN.COM app downloaded on your mobile device. Then, open the app, choose "ZEN Personal", and log in using your phone number.