What should I do when my top-up gets rejected with a message about 3DS or bank contact?
Here are the most common resolutions to this type of situations:
Contact your bank and ask if additional verification is needed. Banks implement various ways of securing your funds, sometimes you need to assure them you authorized the transaction.
Check with your bank if your card supports 3DS service. 3D Secure is a safety measure that requires you to complete an additional verification step to confirm your payment. Not all payment cards will support this service.
Make sure you’re not using a pre-paid card. Pre-paid cards can be used in various situations but are not available for top-ups.
Why can't I see some of the top-up methods (e.g. BLIK, Apple Pay, Google Pay) in my ZEN app?
If you don't see a particular top-up method in your account, it may be related to a few different reasons.
See also: Top-up your ZEN account
My top-up was rejected. Why?
ZEN allows you to top up your account fast and safely in many currencies. The reasons for rejection of account top-up may be:
I'm having issues with ZEN account top-up via BLIK payment method.
If your account has not been topped up after entering the code, check that you entered the correct code from your bank's app and that you confirmed the transaction in your bank's application.
If the problem persists, please contact your bank's Customer Service.
Remember - you can only top-up PLN currency using the BLIK code. Not all banks in Poland allow their customers to top-up their ZEN account with a BLIK code.