• See our safety recommendations

    • Never install remote device management tools such as AnyDesk or TeamViewer on devices you are using to access ZEN. These tools can give fraudsters remote control over your device, compromising your financial security.
    • Only install and use the ZEN app on your personal devices. Always lock your devices with a PIN, fingerprint, or facial recognition, and never leave them unattended in public spaces.
    • Avoid opening an account at ZEN at the request of others. 
    • Keep your payment details, including PIN for logging into the ZEN app, one-time passwords, card numbers, and other personal data, strictly confidential. Never share these with anyone to prevent identity theft and financial fraud.
    • Be skeptical of trade and investment offers, especially from unknown sellers or companies. If an offer seems too good to be true, it likely is a scam. Before making purchases or investments, research the company extensively. Read online reviews, check for alerts from consumer protection agencies, and consult with trusted individuals who have relevant expertise.
    • If you receive a call from someone claiming to be from a financial institution, government, or regulatory body, asking for money or personal details, hang up. Independently verify the caller's identity by contacting the institution they claim to represent through official channels. ZEN uses the following phone numbers to call customers: +48221244364, +447401344228, +37052144362, +380738768504.
    • In case of suspected or actual fraud, follow the recommendations listed here.
    • Regularly review your financial statements and transaction history. Look for any unauthorized or suspicious activity and report it to ZEN immediately.
    • Ensure that your device's operating system and all financial apps are up-to-date with the latest security updates.

    For more useful information, visit the below websites:

    European Banking Federation - EN/multilanguage

    Financial Conduct Authority (United Kingdom) EN

    Komisja Nadzoru Finansowego (Republic of Poland) PL

    Scam types

    • Investment scams. When a stranger calls or writes to you and promises you quick and large profits by investing in cryptocurrencies/forex transactions
    • Bank/regulatory agency scams. When a stranger calls you and claims to work for a bank or another financial regulator and tells you that your funds are at risk. After that, they give you hasty instructions on how to secure them.
    • Phishing scams. These frauds include numerous scenarios, such as:
      - When you're given a link to a fake website that looks the same as originals. This may be a bank website or an online store
      - When you use services that don't verify user information in any way, so anyone may enter any name and information
      - When you bid on auction services and the seller contacts you offering to pay outside of the service or the buyer proposes a nonstandard payment method that requires you to provide your credit card number or other information to access the banking application (never give a stranger your 3-digit CVC/CVV security code)
    • Money mules scams
      - When someone offers to pay you for opening an account on their behalf in ZEN or any other financial institution, or offers other benefits e.g. a loan, a job, etc.
      - When someone expects you to make a transaction on their behalf or give them access to your account
      - When someone offers to pay you in any way for your ID document, your payment cards, or other payment instruments or documents
  • What should I do in case of suspected or actual fraud?

    Question

    What should I do in case of suspected or actual fraud?

    Answer

    In case of suspected or actual fraud, immediately:

    1. End communication with the suspected scammer.
    2. Freeze your cards in the ZEN app to prevent any unauthorized payments (See: How to block ZEN card?).
    3. Contact your local law enforcement and financial institution(s) involved. Prompt reporting can help mitigate damage and assist in the investigation.

    See also: I don't recognize a card transaction

  • My card is lost or stolen

    Question

    What to do if my card is lost or stolen?

    Answer

    If your card is lost, stolen, or used without your knowledge, please block your card immediately, and then contact us for further assistance. Here you can check how to block a card.

    mceclip0.pngRemember. If you delete the card instead of blocking it. It will not be possible to undo this action.

    See also: I don't recognize a card transaction

  • My phone has been lost or stolen

    Question

    What to do if my device was lost or stolen? How can I block my phone if I can't find it?

    Answer

    • If you were using an Android device:

    You can lock your phone anytime using the Android Device Manager (external link). If you can't find your phone or it's been stolen, you can use Find My Device to locate, lock, or wipe it.

    If you lock your device, no one will be able to use Google Pay on it.

    If the device cannot be located, the Google Pay data can be removed so that no one can access it. When you find your device, unlock it and add your card or card details again to use Google Pay.

    Google Pay doesn't store your real ZEN card details on your phone, so no one who finds or steals it will have access to it, even if your phone is unlocked.

    Remember that if you lose your phone or ZEN card, contact us immediately and we will secure your account.

    • If you were using an iOS device:

    Go to your Apple ID account in Settings or use Find My iPhone (external link) to temporarily suspend or permanently remove Apple Pay from your device. Log in to your Apple ID account page and click on your device. When prompted, go to the Apple Pay section and click "Remove" or "Remove All". Your cards will be temporarily suspended or removed from Apple Pay, even if your device is offline and not connected to a cellular or Wi-Fi network.

    You may also contact us and request a temporary suspension or removal of cards added to Apple Pay.

    Use of physical ZEN cards after suspension/removal from Apple Pay:
    When you suspend or remove a card from Apple Pay, you can still use your physical card. Blocking or removal from Apple Pay only causes the inability to perform transactions using Apple Pay.