• What limits are possible when I use ZEN?

    Question

    What are all kinds of limits possible when I use ZEN?

    Answer

    General limits

    Additional limits for customers who have signed up for ZEN with a Ukrainian ID

    Maximum limits (can not be changed):

    Top-ups, transfers (incoming and outgoing), purchases and ATM withdrawals  €2000 per day, €5000 per week
    This type of limit resets 24 hours, and 7 days after a transaction takes place. A 2000 EUR transaction that was made on Tuesday, 2:30 PM will stop counting towards the daily limit on Wednesday, 2:30 PM, and towards the weekly limit next week on Tuesday, 2:30 PM. After ordering such a transaction, more payments will not be possible for the next 24 hours, because the daily limit will be used up.
    Please keep in mind that rejected transactions that were first approved in our system (for example card payments rejected by the merchants after some time) also count towards this limit.
  • My incoming or outgoing transaction seems to be stopped

    Issue

    My incoming or outgoing transaction (ZEN buddies transfer, IBAN transfer, Card to card transfer, cryptocurrency transfers, top-ups) seems to be stuck.

    Resolution

    There are various ways to transfer money and cryptocurrencies. Please keep in mind that the term of crediting money or cryptocurrency could take up to 10 days depending on the selected transfer method as well as the specific financial institutions involved in the transfer process:

    To create a safe and reliable financial ecosystem for our users, some transactions require additional verification and manual acceptance. If the transaction is not completed within the standard timeframes available in the articles above:

    1. Check the status of the transaction in the service you used to make it. If you initiated the transaction in ZEN app, check the status in the transaction history (about steps of a transaction — "I paid with ZEN card but the transaction is not completed yet.").
    2. If the transaction is not completed in a third-party service — contact the support of such service ("My SEPA/SWIFT transfer didn't arrive to ZEN").
    3. If an incoming transaction is completed in a third-party service and not completed in ZEN app, contact ZEN Customer Support.
    4. If an outgoing transaction is not completed in ZEN app, contact ZEN Customer support using the "Contact Support" button in transaction details in transaction history.

    Important: once a request is created, it may take a few days for the transaction to be verified. We will send you a message if we need more information and when the verification is complete.

    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 identity verification failed

    Issue

    What to do if my identity verification during logging into the ZEN account fails?

    Answer

    Additional customer verification is sometimes necessary due to security reasons for customers who already have ZEN accounts. If for some reason verification fails, don't worry - we are here to help. 

    1. If you see the message "Identity verification failed. Make sure your surroundings are bright enough. Show your face clearly, without a hat, a mask, or sunglasses", you still have a few more attempts to try. Be aware that light should be in front of you (not behind) so that the face is visible, keep your face in the white frame, and follow other recommendations described here: Additional account verification.
      reverification.png
    2. If multiple attempts fail for various reasons, you will see the message "Identity verification failed. For security reasons, access to your account has been blocked". We'll do our best to help you and you will receive instructions to your e-mail address on how to verify in another way. This email will contain a link to a form where you can report a problem. It usually takes a few days to process your ticket, no additional action is required on your part. If we need more information, we will contact you via e-mail.
      reverification_failed.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.

  • Contact ZEN Customer Support

    How-to

    How to contact ZEN Customer Support?

    Answer

    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.

    💡️ Join the amazing ZEN customer communities all around the world! Be a part of the ZEN.COM — global official Facebook community, ZEN.COM Polska - nieoficjalna Facebook grupa or Українська Telegram-спільнота ZEN. Share your experiences, ask questions, and connect with other users. Let's have a great time together!

  • Does ZEN offer loans and credits?

    Answer

    As a licensed financial institution under the supervision of the Central Bank of Lithuania, ZEN.COM does not offer loans or credits. A Zenefits package is offered to ZEN customers, including an extended warranty on purchased electronic equipment, instant cashback for purchases, currency exchange at favorable rates, and purchase protection against fraud and order problems.

    See also: What benefits do I get when I use ZEN Card?

  • Zenefits summary in the ZEN app

    Question

    What is "Saved with all Zenefits" in ZEN app? Can I use the amount or pay using it for something?

    Answer

    At ZEN we offer our customers many benefits (we also call them Zenefits), including extended guarantee, instant cashback, currency exchange, and purchase protection. You can check how much you have saved with ZEN by going to the Zenefits screen in the ZEN app (go right after opening the app):

    "Saved with Zenefits" is not a separate account. It cannot be converted into real money or used to pay for something. It is information on how much you’ve benefited by using ZEN. By tapping on the underlined amount in the ZEN app, you can see the specific categories and check how much you've saved through cashback, extended warranties, or currency conversions.