If you need help with your ZEN account, you’re in the right place. Start with the option that matches your situation below.
Start here
If you can log in to the ZEN.COM app
How to start a chat in the app:
- Log in to the ZEN.COM app, then tap "Customer Lounge" in the top-right corner.
- Select "Live Chat".
- Tap "New conversation" or open an existing one to continue the same issue.
If you already have an open chat, new messages will be added to the same thread.
Please reply in the same conversation so we can help you faster.
Chat history can’t be deleted for now. It works as your archive of conversations with ZEN Customer Support.
Languages
Our chat is available in many languages, including Arabic, Chinese, English, Polish, French, German, Spanish, and Ukrainian. You can choose your language at the start of the chat.
If you can’t access the ZEN.COM app
You can still contact us. App access is not required for the options below.
Help Center chat
This works if you can sign in with the email linked to your ZEN account.
- Open the ZEN.COM Help Center in your browser.
- Sign in using the same email address linked to your ZEN account.
- Select the chat button in the bottom-right corner.
Signing in keeps your chat history across devices.
If you no longer have access to that email address, use email support instead.
Email or support form
Use this option if you:
- Can’t log in to the app
- Changed or lost your phone number
- Lost your phone
- Can’t receive SMS or verification codes
- Don’t have a ZEN account yet
You can:
- Email us at hello@zen.com, or
-
Use the support web form available here.
You will receive a message asking you to confirm your email address before we can start working on your request.
We’ll reply to the email address you provide.
If you’re contacting us about an existing account or transaction, please write from the same email address linked to your ZEN account or used in the ZEN Payment Gateway. This helps us verify details and respond faster.
Urgent fraud or scam concerns
If something doesn’t feel right and you’re worried about your account, or you’ve been targeted by a scam:
- Stop any further actions (don’t send money or share codes).
- Contact us immediately via in-app chat if possible, or by email if you can’t log in.
- Be ready for additional verification so we can secure your account.
Important to know
- We don’t offer phone support. Chat and email help us keep your details secure and handle complex cases more effectively.
- Not all transactions can be reversed.
- Acting quickly gives us the best chance to help.
Common issues you might want to check first
This article explains how to contact support. If you’re looking to fix a specific issue, these guides may help faster:
- Problems logging in
- Changing your phone number
- Account or feature blocks
- Missing or pending transfers
What to include when contacting support
Sharing the details below upfront helps us resolve your issue more quickly:
- Email address linked to your ZEN account
- Phone number linked to your ZEN account (if you still have access to it)
- A short description of the issue
- Transaction reference or date (if applicable)
- Screenshots or error messages (if applicable)
Safety reminder
Real messages from ZEN.COM always come from the @zen.com domain.
Our agents will never:
- Ask for your password or PIN
- Ask for verification codes
- Ask you to send money to “unblock” a transaction
After you contact us
- Most communication happens via chat or email.
- We may ask for extra verification to protect your account.
- Please reply in the same chat or email thread to avoid delays.
We’re ready to help when you need it.