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:

• Check if there is an ongoing service incident, by clicking here. During incidents, we're making sure to provide updates as soon as they're available.
• Disable VPN or proxy connections that may interfere with ZEN app's ability to connect to the service
• 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 after following the steps above, the error still occurs, please contact our Support Team via email hello@zen.com. In your message, attach a screenshot of the error and the data you use to log into the app.

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

• Check if there is an ongoing service incident, by clicking here. During incidents, we're making sure to provide updates as soon as they're available.
• Disable VPN or proxy connections that may interfere with ZEN app's ability to connect to the service
• 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.
• If the error keeps occurring, delete the ZEN.COM app from your device and download it again to clear its data.
• If after following the steps above, the error still occurs, please contact our Support Team via email hello@zen.com. In your message, attach a screenshot of the error and the data you use to log into the app.

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. In your message, attach a screenshot of the error and the data you use to log into the app.

If you see the “Looks like you already have a ZEN account” information when logging in to the ZEN app, it means that you already have a ZEN account registered on a different phone number. Please try logging in to the app again using the phone number you were using previously.
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 your data 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 do have access to the phone number you used in ZEN anymore, our ZEN Support Team will help you update your account!
Please contact us via hello@zen.com from the email address associated with your ZEN account.
If you do not have access to the e-mail address linked to your ZEN account, contact us from your new e-mail address — we will verify your identity and help.
Remember to include your old phone number, which is connected to your account, and your new phone number, with the country code (preceded by a “+” sign). Example country codes: 🇩🇪 Germany: +49, 🇬🇧 United Kingdom: +44, 🇵🇱 Poland: +48.

If you do not receive a one-time SMS code when logging in, click here for troubleshooting tips.

If you do not remember your app passcode, or the passcode you are 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 your device's camera is damaged, we recommend using another phone.

• If permission is enabled, and device's camera is not damaged, 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.

Logging in to a personal ZEN account is only accessible through the ZEN.COM app on your mobile device. Personal accounts cannot be accessed via the website or 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.