My transaction via ZEN Payment Gateway was declined

Issue

Transaction via ZEN Payment Gateway for my order is rejected. What should I do?

Answer

If your payment for an order via ZEN Payment Gateway is rejected, please check the following:

• Payment method you’re using may have limitations for online or international transactions - ZEN is processing online transactions in Lithuania, therefore you need to have these types of transactions allowed in your bank.
• Your card needs to support the 3D Secure in order to pay with it via ZEN. 3D Secure is an extra layer of protection for your online card payments. It’s a quick verification step, like entering a code sent by your bank or using the bank's app, to confirm it’s really you making the transaction.
• Insufficient funds on the account from which the transaction was initiated - please make sure you have enough funds on the account that's being used to pay via ZEN Payment Gateway.
• Exceeded third-party transaction limits, e.g., your bank card's transaction limit - please make sure to set the correct transaction limits on the account that's being used to pay via ZEN Payment Gateway.
• The transaction could be rejected by our security systems - please retry the payment after full 24 hours pass from last payment attempt.

If your transaction is rejected multiple times, ZEN recommends directly contacting your bank or selecting a different payment method at the checkout.

If you would like to contact ZEN Support Team about a transaction made via ZEN Payment Gateway, please make sure to include the following information in your message:

• Transaction ID from ZEN email/order number from the store (preferably in a text form),
• Email address used for the transaction,
• Screenshot showing confirmation for the payment, including the date and amount from your bank,
• Hash ID and destination wallet address in case of a cryptocurrency payment.

See also: My payment via ZEN Payment Gateway is processing for a long period of time