• About IBANs (account numbers) available in ZEN

    How-to

    What is my IBAN (International Bank Account Number)? Where can I check my account number? Which account number should I use to transfer funds to ZEN from other banks?

    Answer

    ZEN provides account numbers that can be used to make money transfers to your ZEN account. To check the account number:

    1. Log in to the ZEN app and swipe right to see the currency icons. You should see a screen similar to this:
    2. When you select the currency you are interested in, you will see the information about your account number for local transfers.

      A separate tab may also contain information about the account number for international transfers (see also “Why can't I find my account number in ZEN app?”).

      Pay attention to the descriptions below the account number. This will help you decide which account number should be provided for the transfer you want to receive.
      SEPA transfers must be sent to a number that starts with LT, BIC/SWIFT code is BZENLT22.
      SWIFT transfers must be sent to
      a number that starts with GB, BIC/SWIFT code is TCCLGB3L.
      Local PLN transfers (ELIXIR) must be sent to a number shown in the "Local" tab for PLN currency (if available on your account).
      Local GBP transfers (Faster Payments) must be sent to a number shown in the "Local" tab for GBP currency (if available on your account).
    3. If you can't see the currency you need among the basic ones on the main screen, tap the "Show more" option, this way you will be able to see all currencies you can use with your ZEN account.
  • Generating account ownership certificate

    Question

    How can I generate ZEN Account Ownership Certificate?

    Answer

    To download a ZEN Account Ownership Certificate from the app, follow these steps:

    1. Log in to the ZEN app.
    2. Go to the home screen and select the desired currency circle:
      home_screen.jpg
    3. Press the 3 dots in the top right corner:
      3_dots_currency.jpg
    4. Select "Account certificate":
      account_certificate.jpg

    See also: How do I create a payment or transfer confirmation?

    Generating a card ownership certificate

  • Changing your home address

    Question

    How to change my home address in the ZEN app?

    Answer

    To change your home address in the ZEN app:

    1. Log in to the ZEN app.
    2. Open the home screen and press the button in the top left corner:
      settings_home_screen.jpg
    3. Press "My profile":
      my_profile.jpg
    4. Press on your current home address to edit:
      home_address.jpg

  • Deleting personal data from ZEN

    Question

    For how long does ZEN keep my Personal Data? How can I erase all my data from ZEN?

    Answer

    As a financial institution, we have a legal obligation to comply with anti-money laundering and counter-terrorism financing regulations. This requires us to retain information about you and your transactions for a period of 8 years. Rest assured that we are not retaining your information for a longer duration than is required by law.

    You have the right to have any or all of your Personal Data erased. Provided we do not have any continuing lawful reason to continue processing or holding your Personal Data, we will make reasonable efforts to comply with your request. In certain cases, we cannot erase all of your Personal Data. In such cases, this would be due to the fact that we need to store your Personal Data due to a contractual relationship or law.

    We will exercise the above-mentioned right only after we receive your written request and only after confirming the validity of your identity. Such written request shall be submitted to us by personally appearing at our registered office address, by ordinary mail, or by e-mail: dpo@zen.com.

    Your requests shall be fulfilled or fulfilment of your requests shall be refused by specifying the reasons for such refusal within 30 calendar days from the date of submission of the request meeting our internal rules and GDPR. The afore-mentioned time frame may be extended for 30 calendar days by giving prior notice to you if the request is related to a great scope of Personal Data or other simultaneously examined requests. A response to you will be provided in a form of your choosing as the requester.

    You may read our full Privacy Policy under this link.

  • Enforcements of external obligations in ZEN

    Question

    I've received a notification from ZEN about the enforcement of an obligation. What does it mean and how can I check the details of an obligation?

    Answer

    If you receive a notification about seizing funds on your account to enforce the indicated debt, it means that ZEN has received a request from your creditor to satisfy a debt. As a licensed financial institution, ZEN is legally obligated to retain the balances in your account for future transfer to the creditor, whether it be a public entity or to the account specified by the court.

    Important! Funds seizure is not enabled by the request of ZEN but by the request of the Creditor. It can be the Lithuanian Tax Office, Social Security, or any Lithuanian public administration office and Courts as a result of a judicial process.

    To check the details of an outstanding obligation:

    1. Log in to the ZEN app.
    2. Press the "Go to the account" button on the notification shown in the Wallet screen:
    3. The ZEN app will take you to the account for which we received the request to seize funds. Press on the "Outstanding obligations" banner, to see the details of the request we received:
    4. Details of the request will appear, including the original amount in EUR, already seized funds, executive authority, case signature from the authority, and commitment date.

    To receive further information about the debt (or to remove the blockade), you should contact the appropriate Creditor with the case signature shown in the outstanding obligations' details in the ZEN app. ZEN is unable to take any action in this matter as we have a legal obligation to execute the seizure of funds and transfer them if we do not receive a release order within the timeframe specified by law.

  • Why can't I find my account number in ZEN app?

    Question

    Why can't I see SWIFT IBAN (International Bank Account Number) in my ZEN app? Why can't I see my Polish account number in the ZEN app?

    Answer

    If you sign up at ZEN using a Ukrainian ID or Passport, it will not be possible to receive IBAN (International Bank Account Number) for SWIFT transfers. In such a case, SWIFT transfers to your Ukrainian ZEN account, and SWIFT transfers from your Ukrainian ZEN account to other banks will not be possible. However, you will receive all other benefits we provide, such as instant cashback, top-ups with the card, ZEN Buddies, transfers via PrivatMoney, SEPA EUR transfers, and many many more. If a citizen of Ukraine signs up at ZEN using a residence permit issued by one of the jurisdictions permitted for registering in ZEN during the onboarding process, they will have account numbers and the option to send and receive SWIFT transfers.

    Polish account numbers for local transfers in PLN are available to customers verified with a Polish ID card or passport. If your account has been verified with a Polish driver's license or residence card, the Polish account number will not be available on your ZEN account. If you have a Polish ID card or passport, you can update the document on your account.

    See also: Opening ZEN account in UkraineCan I receive a transfer via PrivatMoney from Ukraine to my ZEN account?

  • Changing the country of residence in ZEN

    Question

    How can I change my country of residence in ZEN? What do I need to provide to change the country on my account?

    Answer

    If you need to update your country of residence on your ZEN account, in connection with moving to another country, please follow the steps below:

    1. Make sure your new country and document are supported by ZEN.
    2. If ZEN operates in your new country, prepare your new government-issued ID document in a physical version.
      Important! Never send any scans or photos of your identity documents (such as an ID Card or Passport) via chat or email.
    3. When you're ready to verify with the new documents, contact the ZEN Support Team.

    When contacting the ZEN Support Team mention that you would like to update your residence country. A dedicated secure channel for verification of your new data will be provided upon contact. Updating data on your account may take up to a few days.

    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.

  • Logging out of ZEN account

    Question

    How can I log out of my ZEN account on my device?

    Answer

    To log out of your ZEN account, follow the steps below:

    1. Open the ZEN app on the device you used to sign in.
    2. Go left to the Home screen and press the button in the top left corner of the screen.settings_home_screen.jpg
    3. Swipe all the way down in the app settings and press the "Log out" button.log_out.jpg

    If you no longer have access to the device you used to sign in to ZEN, please contact our Support Team to secure your account.

    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.

  • Updating the personal data on the ZEN account

    Question

    How can I update my name, surname or date of birth in ZEN? How can I change the document I used to verify my identity?

    Answer

    To update your personal details (like name, surname, or date of birth) or verification document in case the old one has expired, was restricted, lost, or changed, contacting ZEN Customer Support will be needed. When contacting the ZEN Support Team mention that you would like to update your personal details or documents.

    mceclip0.pngImportant - never send any scans or photos of your identity documents via chat or email.

    ZEN Team will provide a dedicated secure channel for verification of your new data upon contact. Updating data on your account may take up to a few days.

    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.

    See also: Changing your phone number

  • Checking transaction history

    How-to

    How to open and check the transaction history of my account? Can I filter transactions by date, type, amount, currency, or title?

    Answer

    To see your ZEN account transaction history, log in to the ZEN app and swipe up on the Wallet page.

    wallet_page.jpg

    Transaction history will appear. You may filter the results by type, date, amount, currency, and title. Incoming transactions to your account will appear on the left side, while outgoing transactions will appear on the right side of the transaction history.

    trx_history.jpg

    See also: I don't recognize a card transaction, Canceling SEPA or SWIFT transfer made from ZEN

     

  • I forgot the passcode to ZEN app

    Issue

    I forgot the password to ZEN app. 

    How-to

    You may recover your password in the ZEN app. On the ZEN passcode page, after logging in with your phone number, choose the "Forgot?" button, then follow the prompts to reset access to your account.

    Make sure you're providing the last 4 characters of the document number you used to open your ZEN account. The document number is unique for every document. Document used during account opening could have been an ID Card, Passport, Driver's License, or Resident Card.
    last4digits.png

    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.

  • Changing your phone number

    How-to

    How can I change the phone number linked to my ZEN account?

    Answer

    Important: for security reasons changing the phone number associated with your ZEN account is not possible during the first 14 days after account creation. Changing the phone number yourself is only possible on an Individual account.

    If you have access to your previous phone number, you can change it to a different one in ZEN app:

    1. Go to your profile:profile.jpg
    2. Tap the edit icon next to your phone number and follow the instructions:edit_data.jpg

    If you do not have access to your previous phone number, or you have a Business account, you may change the number to a different one through ZEN Customer Support.

    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.

  • Change an email address linked to your account

    How-to

    I want to change my email. How can I do that?

    Answer

    You may change the email address linked to your ZEN account through Customer Support. You will be asked to provide your new email address, and you may also be asked to re-confirm your identity.

    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.

  • Managing ZEN app settings

    Question

    How may I enable or disable biometric (face and fingerprint) login in ZEN app? How do I change my ZEN passcode? Can I turn off the melody when opening ZEN app? Does ZEN app support dark mode?

    Answer

    To manage ZEN app settings, like face or fingerprint login possibility, changing app password, turning the opening melody on and off, or enabling the app's dark theme, follow the steps below:

    1. Log in to the ZEN app.
    2. From the ZEN app Home screen click the button in the top left corner.settings_home_screen.jpg
    3. Scroll down to see and change different app settings:
      a. Change passcode,
      b. Login with Face ID / Touch ID / Biometry,
      c. Appearance (Dark mode, Light mode, Automatic mode),
      d. Opening melody.
      zen_settings.jpg

    We also recommend checking the "Tips & Tricks" button for even more app features!

    See also: Changing the ZEN app language

  • Changing the ZEN app language

    How-to

    What languages can I select in ZEN app? How do I change the language of ZEN application?

    Answer

    ZEN app is available in the following languages:

    1. Czech (Čeština)
    2. English
    3. French (Français)
    4. German (Deutsch)
    5. Hungarian (Magyar)
    6. Italian (Italiano)
    7. Polish (Polski)
    8. Romanian (Română)
    9. Slovak (Slovenčina)
    10. Spanish (Español)
    11. Ukrainian (Українська)

    The help center within the app is available in the following languages:

    1. English (English)
    2. Polish (Polski)
    3. Ukrainian (Українська)

    You can't change the language of the app in the app itself, however you can do so through your device settings. If the language of your phone is not supported by the application, English will be selected by default. 

    To change the app language on iOS:

    1. Open your iPhone settings (tap the 'Settings' icon on your home screen).
    2. Scroll through the list of installed apps in the Settings menu until you find our app.
    3. Tap on ZEN app's name to view its specific settings.
    4. Look for the 'Language' or 'Preferred Language' option within the app's settings.
    5. Select the language you want to use from the list of available languages.
    6. After selecting your desired language, close and reopen our app. The app should now display content in the chosen language.

    To change the app language on Android:

    1. Swipe down from the top of your screen and tap the gear icon to open 'Settings'.
    2. Scroll down in the settings menu until you find 'System' ('General management' or similar name). Tap on it.
    3. In the System menu, find and select 'Languages & Input' (or 'Languages').
    4. Tap on 'Languages' at the top of the menu, then select 'Add a Language' if your desired language isn't already listed. If you have already selected the desired language, just tap on it.
    5. Once your preferred language is added, drag it to the top of the list to set it as the primary language.
    6. Reopen your ZEN app. The app should now be displayed in the new system language. Please wait a little while for the language to update.
  • Managing access to ZEN Business account for company representatives

    Question

    How to add a new person's access to my company's ZEN Business account? How do I change or remove a representative from my company's ZEN Business account?

    Answer

    To manage representatives having access to your ZEN Business account after it was already created, contacting the ZEN Support Team will be needed.

    To add, edit, or remove representatives for your company, prepare the following information for every representative:

    • Name and surname,
    • E-mail,
    • Phone number with country prefix,
    • POA (Power of Attorney).

    Please note that currently, all representatives have the same full access to the ZEN account.

    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.

  • My one-time SMS password is not coming

    Issue

    I cannot log in to ZEN because SMS with code is not being delivered. What to do?

    Resolution

    If you're not receiving the code to log in to the ZEN app, please check the following:

    • Verify if there are any restrictions for receiving SMS on the device messaging app (messages from unknown senders or automatic senders may be blocked).
    • Turn off additional software that may be running in the background, like VPN programs, network filtering software, etc.
    • Delete older messages from the mobile phone to confirm there's enough space available.
    • Check if the messages were routed to the spam folder if there's one on your device.
    • Restart the device to refresh the connection to the network operator.
    • Insert the SIM card into another device to rule out a faulty device.
    • Contact your phone number operator to check if they have any technical issues or if they're blocking the messages from automatic senders and SMS gateways.

    See also: Changing your phone number, My phone has been lost or stolen

    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.

  • Closing ZEN account

    Question

    How to close my ZEN account? How long does it take to close the ZEN account?

    Answer

    You always have the option to switch to a Free plan - this way you will not be charged for the monthly subscription fee, and you will be able to use your ZEN account again at any time without having to re-register.

    If you are sure you want to close your account: 

    1. Log in to the ZEN app.
    2. Go to the Home screen in the ZEN app and click the button in the upper left corner:settings_home_screen.jpg
    3. Select "My Profile":my_profile.jpg
    4. Select "Close account":close_acc.jpg

    Remember to withdraw all funds from your account or cover the negative balance before submitting the closure request. To close the ZEN account, its balance needs to equal 0.

    You can terminate your agreement at any time, with one month's notice effective at the end of the next month.

    See also: I've got a message 'We have to close your account', Generate an account statement

  • What is the transaction time shown on my payment confirmation?

    Question

    Why is the transaction date on my transaction statement different from the actual payment date? What is the accounting date visible on the payment confirmation?

    Answer

    In the Transaction History of the ZEN app, the transaction date and time are shown in your local timezone, but in the Payment Confirmation, they are shown in the UTC timezone. This is why the specific transaction's operation dates may be different between your ZEN app and Payment Confirmation.

    The accounting date visible on your payment confirmation from the ZEN app is the exact date and time when the transaction was completed and settled in our system.

    See also: Generate an account statement, How do I create a payment or transfer confirmation?

  • Generate an account statement

    How-to

    I would like to get my account statement for the selected month. How do I generate a statement for the current month?

    Answer

    To generate an account statement:

    1. Log in to the ZEN app and on the Home page (leftmost screen), tap on the currency for which you need a statement.home_screen.jpg
    2. Tap on the three dots in the upper right corner and select "statements".acc_details.jpeg
    3. Tap on "Export Statement".
    4. Next, select a month for which you want to create a statement and also the file type (you can create a statement in PDF or CSV).
      Important! You can currently get a statement for any of the previous months, you can also get a statement for the current month via customer support chat.
      statement_export.jpeg
    5. Usually, in a few seconds, the statement will be ready and you can export it via email, your favorite messenger or save it on your device. See also: 'Why can't I generate a monthly statement?'.

    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.

  • Connect ZEN account to a Binance account

    How-to

    How to connect a ZEN account to a Binance account?

    Answer

    You can connect a ZEN account to a Binance account while depositing or withdrawing fiat currencies to Binance via ZEN as described in this article (external link).

    Before connecting, make sure the following data are exactly the same both in ZEN and Binance accounts:

    • Phone number,
    • E-mail address,
    • Names and surnames,
    • Document used,
    • Home address.

    If the data above does not match in your accounts, updating it will be needed.

    See also: Changing your phone number, Change an email address linked to your account

  • Connect ZEN account to a ByBit account

    How-to

    How to connect a ZEN account to a ByBit account?

    Answer

    You can connect a ZEN account to a ByBit account while depositing or withdrawing fiat currencies to ByBit via ZEN as described in this article (external link).

    Before connecting, make sure the following data are exactly the same both in ZEN and ByBit accounts:

    • Phone number,
    • E-mail address,
    • Names and surnames,
    • Document used.

    If the data above does not match in your accounts, updating it will be needed.

    See also: Changing your phone number, Change an email address linked to your account

  • Why is my account or some features limited?

    Question

    Why is my account blocked? Why are some features limited? 

    Answer

    As a licensed financial institution, ZEN is subject to a number of regulations that it is required to comply with. To ensure the safety of customer funds and review your account activity, in some cases we may limit:

    • access to your account:
      mceclip0.png
    • or certain features:
      mceclip1.png

    While verifying your account activity, we may request additional information or supporting documents by sending an email from hello@zen.com. Please periodically check your email inbox, including your spam folder.

    Following a review, we may:

    • Remove limitations and then you will be able to make full use of your account. Anyway, we apologize for any inconvenience caused and appreciate your understanding.
    • Decide to permanently close your account ('I've got a message 'We have to close your account'').
  • I've got a message 'We have to close your account'

    Question

    Why are you terminating my account? What is the reason for closing the account?

    Answer

    Following the results of regular activity review on your account, we may decide to permanently close your account in accordance with ZEN Terms for Individual Users. If a decision to terminate your account is made, you will be notified via email accordingly. We understand that you may have other expectations, but the decision made is final.

    In the above email, we usually disclose the reason for closing the account (specific clause of ZEN Terms for Individual Users). The most common reasons are installation of remote device management applications (e.g. AnyDesk, TeamViewer), opening an account at ZEN at the request of others, installing and using ZEN app on devices of other persons, or other material breach of our safety recommendations. However, in accordance with our policy and applicable law, in some cases the reason for account closure unfortunately cannot be disclosed.

  • Changing company data on Business account

    Question

    How can I change the data of my company in ZEN?

    Answer

    If you would like to change the company or contact data on your ZEN Business account, please contact our ZEN Customer Care Team.

    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.

  • Issues with generating monthly account statements

    Question

    Why can't I generate a monthly ZEN account statement?

    Answer

    If you're wondering why the button for creating a statement is greyed out, there might be a few reasons:

    • no transactions on your particular currency account,
    • transactions on your account are not settled yet - only Completed transactions are visible on the account statement,
    • the current month is not completed yet - you may generate statements only for completed months (for example statement for November becomes available at the beginning of December).

    If you need an account statement for the current month that is not completed yet, our agents will be able to generate one for you.

    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.

    See also: Generate an account statement

  • What happens if my balance is negative?

    Question

    What happens if my account balance is negative? Can I have debt in my ZEN account? How can my account balance become negative?

    Answer

    In ZEN, you can make transactions up to your balance. On rare occasions, the account balance may become negative. In that case, the difference will be covered by your next deposit. Your ZEN account may be temporarily blocked until the negative balance is covered by your next top-up.

    Sometimes it happens that card transactions are settled by merchants after the blockade has already been released. It means that the merchant sent us the settlement order too late. If in the meantime you make any other transaction, it may leave your balance too small to cover the card transaction in question.

    Merchants may charge higher amounts than previously authorized in some cases. It often happens in public transportation, ride-sharing apps, hotels, or car rentals due to possible damage deposits.

    ZEN may also reverse the funds added to your account due to an error, according to our Terms of Service (Point 10).

    In such a case, there may be a negative balance which must be covered as soon as possible.