Transaction via ZEN Payment Gateway for my order is rejected. What should I do?
The first thing you should do is check if the payment method you’re using doesn’t have any limitations for online or international transactions.
If your transaction is rejected multiple times, ZEN recommends directly contacting your bank (for card and bank transfer payments) or selecting a different payment method at the checkout.
Do you need help? We are always happy to help you in ZEN app support chat (open the link from your mobile device, we usually respond within 2-3 minutes) or by email email@example.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.
When contacting ZEN Support Team about a transaction made via ZEN Payment Gateway, please make sure to include the following information in your message:
- The transaction ID from ZEN email/order number from the store (preferably in a text form);
- The email address used for the transaction;
- A 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.