Question
Why was my card purchase rejected? Why can't I pay with my card in store?
Answer
When you notice that your card payment has been rejected, one of the following reasons could have been the cause:
- The card you are trying to make a transaction with is blocked or removed - Unblock your card or order a new one.
- Your card has not been activated yet in the ZEN app - Activate your card in the ZEN app before making the first transaction.
- You do not have sufficient funds in your account - Top up your ZEN account before making a transaction.
- DCC Control feature may be active on your card and has protected you from paying unfavorable exchange rates - Learn more about DCC here.
- You have exceeded your daily card purchase limits - Update your daily card transaction limits before making a transaction.
- Your card is damaged - Order a new physical card to replace the broken one.
- The card details you entered are incorrect - Check your card's details in the ZEN app to see the correct card number, expiry date and CVV code.
- The PIN code you entered is incorrect - Check your ZEN Card's PIN in ZEN app.
- Automatic currency conversion does not work for the currency you tried to pay with - Exchange your funds to the desired currency manually in the ZEN app before making a payment.
- The merchant accepts only credit cards (e.g. car rental services, hotels) - ZEN card is a debit card and may be rejected if merchant requires a credit card.
- You try to use a ZEN card on a website with forbidden content - Under these regulations (external link), we are prohibited from making payments to/from certain gambling companies.
- The transaction was rejected by our security systems - please retry the payment after full 24 hours pass from last payment attempt.
If none of the examples above is the cause, don't worry! Contact us using the links below, and we will help you analyze the reason for payment being rejected.
Do you need help? We are always here for you:
- in ZEN app support chat (open the link from 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, please make sure that the ZEN app is allowed to send push notifications on your mobile device.
- 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.