Question
What should I do in case of fraud? What to do if I think my account was hacked?
Answer
We understand how distressing this situation can be, and we’re here to help. In case of suspected or actual fraud, immediately:
- End communication with the suspicious person.
- Change your ZEN app passcode.
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If your ZEN Card details were compromised:
- Block the card in the ZEN app to prevent any unauthorized payments.
- Select the unrecognized card payment in your ZEN transaction history, tap on "Get help" button in payment details, and report the payment to our team by selecting "ZEN Care".
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If you were tricked by a fraudster into sending them money from your ZEN account:
- Select the payment in your ZEN transaction history, tap on "Get help" button in payment details, and report the payment to our team by selecting "Contact support".
- Contact your local law enforcement. Prompt reporting can help mitigate damage and assist in the investigation.
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If you are not a ZEN client, but see unrecognized transactions to "ZEN.COM UAB" in your bank statement:
- Report the transaction to your bank - your bank will investigate and contact us if needed.
- Contact your local law enforcement. Prompt reporting can help mitigate damage and assist in the investigation.
Do you need help? We are always here for you:
- in ZEN app support chat (open the link from your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, please make sure that the ZEN app is allowed to send push notifications on your mobile device.
- via email hello@zen.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.
See also: I don't recognize a card transaction