My transaction via ZEN Payment Gateway was declined


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 here for you:

When contacting 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

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