Our role

Every day, financial institutions process billions of transactions, card payments, returns, customer data changes and generate millions of bank statements. At the same time, people who want to use financial systems for illegal purposes try to bypass security systems or expose other people to financial losses.

Therefore, ZEN, like any other financial institution, is obliged to take all possible steps to ensure that customers' money deposited in their accounts is safe.

At ZEN, we focus on experienced people and effective security systems. We use the best ideas and innovative solutions, all so that you can fully feel ZEN.

But in order for financial institutions to effectively protect our money, they must comply with regulations. Together with regulatory authorities as well as with other financial institutions, a number of rules have been created to be able to function safely in the financial ecosystem.

The financial ecosystem

The financial ecosystem is not only money, transfers and banks. The financial ecosystem is a set of all those who participate in the money exchange process, including: payment institutions, online stores, providers of various types of services, such as streaming services, ATMs, cash deposit machines, payment brokers, payment card issuers, cryptocurrency exchanges, Stock Market and...  every customer, that is, each of us.

An attack or abuse against one element of the financial ecosystem affects other elements. Therefore, several parties may react to such attacks or attempts to exploit the weaknesses of the financial ecosystem. All of this to protect each other, and above all, to effectively protect each client, each person, your data, your money and trust given.

How do we protect you and your money?

It should be remembered that in order to effectively defend against attacks by cybercriminals and fraudsters, financial institutions sometimes have to act preventively. We also introduced rules to protect our customers from abuse, they are included in our Terms of Use.

Therefore, in some cases there is a possibility where, in order to investigate or prevent a situation, we may limit access to accounts or functionalities. Automatic systems verify millions of transactions and customer activities, trying to detect activities that do not comply with established rules, stop suspicious transactions etc.

Security systems act like the human immune system that reacts when something bad happens in the human body. When our organism is not working properly or something threatens us, we do not feel good about it. But then everything goes back to normal.

Why do we limit access to accounts?

At ZEN, we do everything we can to help you get the most out of your account, Zenefits, Extended Warranty or ZEN Care, but sometimes we need to take extra steps.

In our regulations, we have listed types of behavior that expose our clients to various risks, and we have also provided a few examples because we know that no one likes to read terms ;) You can find them in the "Suspension of your ZEN Account" section. As a result of the actions listed in the Terms, we can decide to temporarily or permanently limit access or some features of the app. Exemplary reasons for imposing restrictions may be different e.g.:

- when activity has been detected that indicates the possibility of taking over access to the account by unauthorized persons

- suspicious transactions have been noticed

- currency speculation has been detected (ZEN is not a platform to profit from currency trading)

- accounts are created for the resale of subscription profiles

- when we detect activities that evade the law or expose other entities from the financial ecosystem to losses (such as if gainful activity based on extortion of benefits have been detected)

- breaking the regulations of business partners with whom ZEN cooperates within the financial ecosystem

These are just some of the examples. Remember that if you are not sure whether a given provision may apply to you, you can always contact us at hello@zen.com and our team will provide you with all answers and explanations so that you can safely use your ZEN account.

Following the safety of our clients, the phone number associated with ZEN account can only be changed after 14 days since the account creation.Changing your phone number in the app is restricted for security reasons. Therefore, to change your phone number, you need to wait 14 days. We understand that this may be inconvenient, but it's a step we take to ensure the protection of your account. The safety of our customers is our top priority.

You can withdraw cash at any ATM all over the world. ZEN does not charge any fees or commissions for that.

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.

ZEN provides account numbers that can be used to make a money transfers to your ZEN account.

To check the account number, log in to ZEN app, and then go to the account view. Select the currency “bubble” you are interested for, and your account number for selected currency will be visible there.