• Generating a card ownership certificate

    Question

    How can I generate a certificate of ownership for a ZEN card?

    How-to

    If you need a certificate of ownership for your ZEN card, follow this tutorial:

    1. Log in to the ZEN app.
    2. Go to the Home screen and slide out the card section at the bottom of the screen:virtual_card.jpg
    3. The following screen will appear:card_section.jpg
    4. Tap on the card for which you need an ownership certificate and select the button in the upper right corner:card_details.jpg
    5. Select "Card Certificate":card_certificate.jpg

    Done! You can download the certificate to your device, or attach it to a message.

  • Activating ZEN Card

    Question

    How do I activate my ZEN physical card?

    Answer

    If you want to activate your newly ordered card, for security reasons, do it only after the card has been delivered to you. If the card falls into the hands of a third party, you can be sure that your funds are safe because an inactive card cannot be used.

    The virtual card is active immediately after it is generated. Please note that the first physical card transaction must be confirmed with a PIN code (Checking ZEN Card PIN code).

    To activate your card using the app, check out the tutorial below to help you through the process.

    1. Log in to the ZEN app and then go to the Home page.virtual_card.jpg
    2. Swiping up from the bottom edge of the screen will expand the view of all available tabs.card_section.jpg
    3. Select the card you want to activate and tap on it.
    4. The card details will show the "Activate card" option. After clicking on it, your card is fully active and you can perform any type of transaction.

    Important! If you activated your physical card before it was delivered, it will be automatically blocked for security reasons. In such a situation, you will need to contact ZEN Support Team to unblock the card.

    Do you need help? We are always happy to help you in ZEN app support chat (open the link from your mobile device, we usually respond within 2-3 minutes) or by 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.

  • How to change card limits?

    You can change two types of limits. The first is ATM limits. These are daily cash limits such as ATM cash withdrawals. Changing ATM limits is only available in the app for physical cards.

    The second type is non-cash payments i.e. debit card payments.

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

    • for cards whose settlement currency is EUR - a maximum of €30000.
    • for cards whose settlement currency is PLN - a maximum of PLN 120,000.
    • for cards whose settlement currency is GBP - a maximum of £30,000.

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

    Settlement currency is the default currency assigned to the country of your card from which funds are drawn first (e.g. for PL card PLN currency, for DE card EUR currency).

    To change limits using the app, check out the tutorial below, which will guide you through the process.

    1. Log in to the ZEN app and then go to the Home screen.virtual_card.jpg
    2. By swiping up from the bottom edge of the screen, you will expand the card section view.card_section.jpg
    3. Select the card you are interested in, then press the icon at the top-right on the screen.card_details.jpg
    4. Click on "Limits", set the preferred amounts, and confirm the operation by pressing "Save".card_limits.jpg

    Now you can enjoy your transactions without issues!

  • Temporary blocking of the ZEN card

    Question

    How to temporarily block the ZEN card?

    Answer

    mceclip0.pngIf your card has been stolen or lost, an unauthorized transaction has been detected, or the card has fallen into the hands of an unauthorized person, blocking alone is not secure enough. In this case, restrict the card and contact us.

    To temporarily block your card using the app, take a peek at the tutorial below, which will help you through the process.

    1. Log in to the ZEN app and then go to the home screen.virtual_card.jpg
    2. Swipe up from the bottom edge of the screen to expand the view of all available cards.card_section.jpg
    3. Select the card that interests you. Now you can see all the details of your card.
    4. Select the "Lock" option at the bottom of the screen.card_block.jpg

    mceclip0.pngRemember! Your card will remain locked until you decide to unlock it using the "Unlock" button.

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

  • Unblocking the ZEN Card

    Question

    How to unlock the ZEN card in the app?

    Answer

    Important! Unblocking the card in the app is only possible if you have previously temporarily blocked it. You cannot unblock a restricted card or a card blocked for security reasons by ZEN staff.

    1. To unlock your card using the app, log in, and then go to the accounts view.virtual_card.jpg
    2. By swiping up from the bottom edge of the screen, you will expand the card section view.card_section.jpg
    3. Select the card you are interested in.blocked_card.jpg
    4. Select "Unlock".

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

  • Restricting ZEN Card

    Question

    How do I restrict or delete a ZEN Card? Can I reactivate the card after it was restricted or removed? Will refunds be processed for restricted or deleted cards?

    Answer

    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.

    mceclip0.pngRemember! Restricting the card 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:

    1. Log in to the ZEN app.
    2. Go to the Home screen (leftmost screen).virtual_card.jpg
    3. By swiping up from the bottom edge of the screen, you will expand the card section view.card_section.jpg
    4. Select the card you are interested in, then press the icon located in the top-right corner:card_details.jpg
    5. Click on "Remove card", then confirm it by pressing "Yes". Now ZEN card is permanently deleted.card_remove.jpg

    After removing the card, refunds coming to it will still be processed.

    See also: How to temporarily block ZEN card?

  • Changing PIN code for ZEN Card

     

    The PIN for the new card (a physical or virtual one) is set by you when ordering it ("Order a physical card").

    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 in the card details ("Checking ZEN Card PIN code").

    The PIN for the physical card can be changed at the ATM. Such operation costs 1 EUR, according to ZEN Pricing for Individual and Business clients.

  • Checking ZEN Card PIN code

    Question

    How to check the PIN code of my ZEN Card? 

    How-to

    To check your PIN Code using the app, check out the tutorial below, which will guide you through the process.

    1. Log in to the ZEN app and then go to the Home screen.virtual_card.jpg
    2. By swiping up from the bottom edge of the screen, you will expand the card section view.card_section.jpg
    3. Select the card you are interested in, then press the icon located in the top-right place on the screen.card_details.jpg
    4. Now you see the card settings screen. Click on "Card PIN", then enter your ZEN app passcode.
      Your PIN will be visible on the screen.card_settings.jpg

    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 other people.

    mceclip0.pngRemember! ZEN will never ask you to provide your PIN and ZEN Employees cannot check your card's PIN code.