If you made a transfer from the banking system of Ukraine to a Zen card, the funds must be received within 2 business days, otherwise the replenishment will be rejected and the money will be returned to the account from which they were sent.

Provider is the processing authority for this transaction, not ZEN.
ZEN as the receiver institution of that have no influence on processing that type of transaction.

Please note that it does not matter which Ukrainian card (VISA / Mastercard) you use to top up your Zen card, as payment rejections are not on the part of the sender. The only thing we can recommend is to try again later.

ZEN Tip  To top up your ZEN account You can use one of the methods available in ZEN app.
Business days are from Monday to Friday.

Of course! In order to meet the expectations of our customers, we enable you to add your ZEN card to Google Pay!

Paying in stores, apps and the internet has never been so easy, secure and confidential.

When you pay with Google Pay, you continue to receive the rewards, benefits, and security features of ZEN. 

Of course! All you need to do is add the ZEN card to your Apple Wallet.

Paying in stores, apps and online has never been so easy, secure and confidential.

When you pay with Apple Pay, you continue to receive all the Zenefits. 

You can change your card limits after logging into the mobile app.

You can change two types of limits. The first is ATM limits. These are the daily cash limits, e.g. cash withdrawals at an ATM.

The second type is non-cash payments, i.e. payments with debit cards.

For each of these types of transactions, the maximum daily limit you can set is:

• for cards which settlement currency is EUR – maximum up to 30000 €.
• for cards which settlement currency is PLN – maximum up to 120 000 PLN.
• for cards which settlement currency is GBP – maximum up to 30 000 £.

For each type of transaction, the minimum limit you can set is 0. 

The card settlement currency is the default currency assigned to the country of your card from which the funds are first debited (eg. For PL card it is PLN currency, for DE card it is EUR currency). 

To change limits using the app, check out the tutorial below, which will guide you through the process. Log in and then go to the accounts view. By swiping up from the bottom edge of the screen, you will expand the card section view. 

Select the card you are interested in, then press icon located on the top-right place on screen.  Click on "Limits", set the preferred amounts, and confirm the operation by pressing "Save". Now you can enjoy your transactions without any issues 

In order to block the card, log in to the mobile app.

Remember! Your card will remain blocked until you choose to unblock it.

If you block a card that was added to Apple Pay or Google Pay, the card will be suspended in both services until the card is unblocked.

 If your card has been stolen or lost, an unauthorized transaction has been detected or your card has been taken over by an unauthorized person, blocking is not secure enough. In this case, card should be restricted.

To block your card using the app, see the tutorial below. Log in and then go to the accounts view. By swiping up from the bottom edge of the screen, you will expand the card section view. Select the card you are interested in, then press . Now you can see all the details of your card.

Click on "Security", then select "Block card".

We're very happy that you want to use ZEN Card.

You can simply add it yourself. Just log in to the ZEN app. The card will be automatically created in your account within a few seconds and you can use it for any online transactions right away.

Below you can see how to add your ZEN card in a few easy steps.

To add a new virtual card log in to your app and then go to the accounts view. By swiping up from the bottom edge of the screen, you will expand the card section view. 

Press to start the process. There are two types of cards to choose from in the next step, select "Free Virtual Card" and press “Add card”.

At the very end, the screen will show you a summary information about your order. If everything is alright press “Confirm and order”.  

The application will ask you to set a 4-digit PIN code for your card, which will allow you to make transactions.

Enter it twice to confirm and avoid mistakes.
 

The created PIN code can be conveniently displayed later on in the card details. Click here to see how.

You can deposit cash to your ZEN account using MoneySend supported for example by https://transferwise.com. 

The funds will appear on your account within 30 minutes. 

The blockade is established to lower the available balance on your account right after the transaction is made. After it's established we have to wait for the merchant to send us the settlement request. 

When we receive it, we remove the blockade and the transaction is being settled and the funds are being sent to the merchant. 

If we do not receive the settlement request from the merchant within 10 days, the blockade is released and the funds are back on your account. 

Adding a ZEN card to Google Pay has never been so easy.

If you are an Android user, the instructions below will help you to use Google Pay wherever you are!

Using Google Pay is possible:

• on any NFC compatible device,
• on any device with Android version Lollipop 5.0 or later,
• after installing and configuring the Google Pay application on your device.

If you already have the GPay application installed and configured, run it and select   to add your ZEN card. Now all you have to do is take a photo of the card and the system will complete the details itself. You can also enter your card details manually. 

Then enter your address details and phone number. Read the General User Terms and press "Save". 

Remember! For Google Pay to work properly, it is necessary to enable NFC communication on your device. When paying with the NFC function, we don't even have to touch the terminal!

Paying in stores, apps and online has never been so easy, secure and confidential.

To use Apple Pay, you must:

make sure your device is set to a supported country or region,

have a supported device running the current version of iOS, iPadOS, watchOS, or macOS.

have an Apple ID signed in to iCloud.

To add your ZEN card to Apple Pay, just sign in to the ZEN app and then go to the main account view. By swiping up from the bottom edge of the screen, you will expand the card section view. Select the card you are interested in, then press .

To add your card to Apple Pay, just click "Add to Apple Wallet". Then follow the instructions below.

When the Apple Wallet main screen appears, click "Next". Select "ZEN" from the list of financial institutions. Then, either scan the card by placing it in the frame, or enter the card details manually. You can also easily copy your ZEN card number from the ZEN app.

In the next step, complete the rest of the card details. After using the card scanner, the card number will be inserted automatically. Enter data such as card expiry date and CVV code.

The next important step is to accept the "Terms and Conditions".

The last step required to complete the process is card verification. Choose one of the available verification methods: SMS or e-mail. Enter the verification code and your card is ready to use!

Congratulations!

To unlock the card, log in to the ZEN app.

If you unblock the card which is added to Apple Pay or Google Pay, it is restored in both services and you can use it without any problems.

To unlock your card using the app, log in, and then go to the accounts view. By swiping up from the bottom edge of the screen, you will expand the card section view. Select the card you are interested in, then press . Now you can see all the details of your card. Click on "Security", then select "Unlock card".

When making a payment, the transaction currency will be automatically detected. If it is one of the 30 currencies corresponding to your account, the amount will be debited from the relevant account. If, however, it is different than those offered on our accounts, the funds will be automatically converted at the rate offered by MasterCard.

If the funds on a given account are insufficient to complete the transaction, they will be drawn from the EUR, USD, GBP or PLN account and automatically converted at no cost.

If you wish to know more about the automatic conversion, click here. 

After you add your ZEN card to Wallet on your Apple device, you can use Apple Pay to make secure, contactless payments in places marked with one of the following symbols:

How to pay using iPhone and iPad:

Double-tap the side button.

When your default card appears on the screen, look at your device to authenticate the payment using Face ID, enter your passcode, or place your finger on Touch ID.

Hold your device in the proximity of the POS terminal until you see transaction confirmation.

How to pay using Apple Watch

Double-tap the side button.

Place your watch in the proximity of the POS terminal. 

Wait, until you feel a slight vibration. 

Paying with Google Pay is fun and certainly won't be difficult for you. Below you will see a few steps that will allow you to master paying with a ZEN card using your phone.

Unlock your phone.

Hold your phone in the proximity of POS terminal for a few seconds.

A blue confirmation icon means you have successfully paid.

However, if after a few seconds there is still an issue with the transaction, try holding the phone in a different way and make sure that the NFC is working properly.

The PIN for the new card (a physical or virtual one) should be set when ordering it.

The PIN code is set after choosing the type of the card, and filling in the delivery address (if it is the physical card). You will be asked to enter the PIN twice to confirm and avoid mistakes.

The created PIN code can be conveniently displayed later on in the card details, by clicking on the card icon  SETTINGS (two lines located in the top-right place on the screen ) so don't worry if you forget it. 

The PIN for the physical card can be changed in the ATM, not in the app. 

 To check your PIN Code using the app, check out the tutorial below, which will guide you through the process. Log in and then go to the accounts view. By swiping up from the bottom edge of the screen, you will expand the card section view. Select the card you are interested in, then press the icon located in the top-right place on the screen. 
 

Now you can see the card settings.  

For iOS devices click on "Card PIN", then enter your application code or use Face ID / Touch ID.  
For Android devices click on ”Card PIN”, then enter your application code. 
Your PIN will be visible on the screen. 

  
For the security of your account, never disclose your PIN code to third parties. Always protect your PIN and do not display it in the company of third parties. 

Remember! ZEN will never ask you to provide your PIN.

To restrict your card, log in to the ZEN app.

If your card has been stolen or lost, an unauthorized transaction has been detected or the card has been taken over by an unauthorized person, it will be necessary to restrict your card. Do it yourself or contact us.

Remember! This action is irreversible. It cannot be undone and the card is permanently removed.

If you restrict your card and it is added to Apple Pay or Google Pay, it will be deactivated in both services.

To restrict your card using the app, log in, and then go to the accounts view. By swiping up from the bottom edge of the screen, you will expand the card section view. Select the card you are interested in, then press icon located on the top-right place on screen.

Click on "Remove card", then confirm it by pressing "Yes". Now ZEN card is permanently deleted.

If you are unable to withdraw cash from an ATM, check the possible reasons below:

• The card you are trying to make a transaction with is blocked/restricted /inactive. You can quickly check your card status using ZEN app.
  
  
• You don't have enough funds on your account.
  
  
• You have exceeded your daily card limits (check here how to change limits).
  
  
• Your card is damaged.
  
  
• Machine failure has occurred.
  
  
• The PIN code you input is incorrect.

If none of the examples above is the cause, don't worry! Contact us and we will help you find the reason.

If the funds on a given account are insufficient to complete the transaction, the missing part will be automatically debited from EUR, USD, GBP, or PLN accounts and automatically converted at no cost. All you have to do for the automatic conversion to work is to have funds in your EUR, USD, GBP, or PLN accounts. ZEN will check the EUR account first, then USD, then GBP, and finally PLN and take the funds from the account where there are enough funds. 

For example:

 Anna wants to pay for purchases in PLN. However, she does not have a sufficient amount on this account. The missing funds will be converted automatically. ZEN will check the EUR account first, then the USD account, then the GBP account and take the funds from those accounts one by one to ensure that there is enough money to cover the transaction.

Charles does shopping on eBay. He wants to pay in USD, but there are no funds on his account in this currency. ZEN will automatically convert his funds by checking his EUR account first, then GBP, and then PLN. Funds will be withdrawn from those accounts where there are enough of them.

If you can't add ZEN card to Google Pay, make sure your device meets the criteria:

• Remember that Google Pay works on devices with Android Lollipop 5.0 or later. Make sure your operating system is up to date. 
• Make sure Google Pay supports payments in the country and region you're currently in. Some of the Google Pay features are only available in certain countries.
• Make sure your device has the NFC function and that it is turned on.
• Restart your device and after restarting it, try adding the card to Google Pay again.

In case of further problems, please contact us and we will be happy to find a suitable solution for you.

If your card is lost or stolen, please restrict your card immediately, then contact us for further assistance. Here you can check how to restrict a card. 

Remember. The card will be permanently restricted. It will not be possible to undo this action.

There may be several reasons why you can't add your card to Apple Pay. Please refer to this article to exclude errors caused by the device itself. 

Follow these steps to make sure you can add your card to Wallet:

• Make sure you're in a country or region that supports Apple Pay.
• Make sure you are using a compatible device.
• Update to the latest version of iOS, watchOS, or macOS.
• Sign in to iCloud with your Apple ID.
• Restart your iPhone, iPad, Apple Watch, or Mac.

After each and every step, check if you can add the card to Wallet.

If you still can't add your card, please contact us and we'll be happy to help. You may need to manually tokenize your card in Apple Pay.

If the button is missing in the Wallet App.

If you don't see the button when you open your Wallet App, your device might be set to the wrong region. First, make sure you're in a country or region that supports Apple Pay. Then follow the steps below to set the region on your device:

1. Open the Settings app and tap General.
2. Tap Language & Region, then tap Region.
3. Select your region, then tap Done.

You can change two types of limits. The first is ATM limits. These are the daily cash limits, e.g. cash withdrawals at an ATM. 

The second type is non-cash payments, i.e. payments with debit cards. 

Default card limits for new ordered card:  

• for cards which settlement currency is EUR – 10000€ for purchases, 2000€ for ATM withdrawal. 
• for cards which settlement currency is GBP – 10000£ for purchases, 2000£ for ATM withdrawal. 
• for cards which settlement currency is PLN–  30000PLN for purchases, 2000PLN for ATM withdrawal. 

For each of these types of transactions, the maximum daily limit you can set is: 

• for cards which settlement currency is EUR – maximum up to 30000 €. 
• for cards which settlement currency is PLN – maximum up to 120 000 PLN. 
• for cards which settlement currency is GBP – maximum up to 30 000 £. 
     

For each type of transaction, the minimum limit you can set is 0. 

The card settlement currency is the default currency assigned to the country of your card from which the funds are first debited (eg. For PL card it is PLN currency, for DE card it is EUR currency).   
 
 
Limit for transactions made to ZEN card depends on the senders service. 

In addition to the ZEN plan fees, ZEN does not charge any other fees or commissions for ATM withdrawals. However, if you were charged such a fee, it is likely because of one of the following situations.

ATM networks, both in your home country and abroad, may impose additional fees for using their terminals - this is called a surcharge. When withdrawing funds, you should always make sure that the ATM does not charge additional fees. The easiest way to verify this is on the transaction summary, before it is approved - the payout amount will be increased by the commission value. If the information was not displayed and the fee was still charged, please contact us to resolve the matter.

The surcharge is completely independent of ZEN.

Other additional costs that you may face that we have no power over are DCC (Dynamic Currency Conversion). This option is converting the transaction into the currency chosen by you. It does not necessarily match the currency of your card. The currency is exchanged at the rate used by the merchant of the transaction, not at attractive ZEN rates. To avoid additional DCC costs, always choose the local currency of the country you are currently in. This way you will avoid an unfavorable, up to 15% higher currency conversion. Before making each transaction, information about the costs and the exchange rate should be displayed.

If your card was stolen or an unauthorized payment is detected, please restrict your card immediately in the ZEN app, then contact us for further assistance.

To find out how to restrict your card, click here.

Your account will be billed in the currency you choose when making the transaction..

When making a payment, the transaction currency will be automatically detected. If it is one of the 30 currencies corresponding to the accounts in your account, the amount will be debited from the relevant account. If, however, it is different than those offered on our accounts, the funds will be automatically converted at the rate offered by MasterCard.

If the funds on a given account are insufficient to complete the transaction, the missing part will be debited from EUR, USD, GBP or PLN accounts and automatically converted at no cost.

Security s a key, so when using your Google Pay, you can rest assured that your card data is safe!

Google Pay does not share your real card details, it replaces them with a series of virtual numbers. When you add your ZEN card to Google Pay, a token generation request is sent. The bank generates a token and Google Pay will encrypt your card details.

Using a ZEN card in the Google Pay application is not only fast and fun, but above all - safe!

Paying with Apple Pay is safer than using a plastic physical card. Each transaction requires authentication with Face ID, Touch ID, or a code. Your identity is not shared with the merchant, and actual card numbers are not stored on your device or on Apple's servers.

When you pay in stores, neither Apple nor your device is sending actual card numbers to the merchants. When you pay on apps or websites, the seller only receives information that you consent to provide to fulfill your order, such as your name, email address, billing address, and shipping address.

Apple Pay keeps anonymous information about the transaction, such as the approximate amount of your purchase. This information cannot be associated with you and never discloses what you have purchased.

Apps that use Apple Pay must adhere to the privacy policies.

If you want to activate a newly ordered card, for security reasons, do it only after the card is delivered to you. In this case, even if the card gets to an unauthorized person, you can be sure that your funds are safe, as inactive card cannot be used.

The virtual card is active immediately after it is added.

Also, remember that the first transaction must be confirmed with a PIN code.

To activate your card via ZEN app, look at the tutorial below, which will guide you through the process. Log in and then go to the accounts view. By swiping up from the bottom edge of the screen, you will expand the card section view. Select the card you want to activate, then press „Acrivate your card”.

 After clicking on it, your card is fully active and you can easily make any type of transaction.