Card transactions are usually settled after 10 days. In case we don't receive settlement request from the merchant, the blockades are released after 10 days. Sometimes it happens faster. 

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. 

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 Funds will be withdrawn from those accounts where there are enough of them.

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.

ZEN does not charge any fees or commissions for using the card worldwide. 

However, be aware that ATM networks, both in your home country and abroad, may impose additional fees for using their terminals - this is called 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.

Surcharge is completely independent from 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 exchange rate should be displayed.

When you notice that your card payment has been rejected, check if one of the following reasons was the cause:

 The card you are trying to make a transaction with is blocked or restricted.

 Your card has not been activated.

 You do not have sufficient funds on your account (use the top-up option by card, BLIK or transfer).

 Your card is damaged.

 The data you input is incorrect (card expiry date/CVV code).

 The PIN code you input is incorrect.

 The merchant accepts only credit cards - ZEN card is debit. 

 You try to use ZEN card on a website with forbidden content, e.g. gambling.

 The transaction was rejected by the security systems.

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

ZEN cards enable users to pay quickly and conveniently. To pay, all you need to do is hold the card in the proximity of the POS terminal. Sometimes you will be asked to type your PIN code.

Making contactless transactions enables fast, convenient, and secure payments.

 Quickly: You just need to hold the card in the proximity of the POS terminal. Up to 150 €, you don't need to enter your PIN code.

 Convenient: no need to look for coins in your wallet. We always have the exact amount of money for contactless payments.

 Safe: ZEN card transactions are completely safe.

When you notice that your contactless card payment has been rejected, check if one of the following reasons was the cause:

 The card you are trying to make a transaction with is blocked/restricted/inactive. You can quickly check your card status via ZEN app or portal.

 Your card has not been activated.

 You do not have sufficient funds on your account (use the top-up option by card, BLIK or transfer).

 You have exceeded your daily card limits (you can check how to change your limits here)

 Your card is damaged.

 There was a POS terminal error. 

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

Of course!

To get a refund, contact the seller or store directly or use the Fast Refund option. 

The refunds are usually processed up to 14 days.