1. ZEN.COM Help Center
  2. Security
  3. Preventing scams and fraud

What should I do if I suspect fraud?

Updated

If something feels wrong, act right away. Even small steps can help limit damage and protect your account. This guide shows you what to do based on what happened.

First, secure yourself

If you’re in contact with someone who seems suspicious:

These steps help prevent further access or pressure.

If your ZEN Card details may be compromised

Act quickly to prevent new payments:

Report any unrecognized card payment:

  1. Log in to the ZEN.COM app and open your transaction history.
  2. Select the payment you don’t recognize.
  3. Tap “Get Help” to start reporting the payment.

If you were tricked into sending money from your ZEN account

If you made a transfer because of a scam:

  1. Log in to the ZEN.COM app and open your transaction history.
  2. Select the transfer you made because of a scam.
  3. Tap “Get help”, then tap “Contact support” to open a chat with our consultant.

Reporting it as soon as possible gives you the best chance of having the situation reviewed.

If you do not have a ZEN account, but you sent money to someone’s ZEN account

This applies if you paid someone from your bank (or another provider), and later found out the recipient was using a ZEN account.

What to do:

  • Report the transfer to your bank.
    Your bank will investigate and contact us if needed.
  • Contact your local law enforcement to report the incident.

If you’re not a ZEN client, but see “ZEN.COM” on your card statement

If you don’t have a ZEN account and notice an unfamiliar transaction made with your bank's card, you may have used the ZEN Payment Gateway to pay for your purchase at the supported merchant. If that's not the case:

  • Report the payment directly to your bank.
    Your bank will investigate and contact us if needed.
  • Contact your local law enforcement to report the incident.

Do you need help? We are always here for you:

See also:

Was this article helpful?