If this happens, please contact the Zenus support team, we will be glad to help. For your safety you can lock the card via the Zenus app immediately. Remember Zenus bank does not own any ATMs, for further inquiries as to why this happened you will need to contact the ATM provider directly. 

If you don't recognize a payment in your feed, please follow these steps before contacting with us. From the app you can activate or lock your card. To do so follow these easy steps:

1. Once you log into your account, in the app, swipe your Bank account "card" to the left and you will see your card, then select the gear icon.

2. To lock your card, select "Lock card". When you do so, you will see a message. Then select "Lock Card".

3. To activate or lock your card, select view card details and Settings. There you will see a switch to activate or lock your card. When you do so you will see a message. Select "Lock Card".

This stops anyone from using your card in case the payment is fraudulent. You can unfreeze your card at any time. Check the payment details. Take a look at the payment details in your feed. Check if you recognize any of the details - the merchant, location, date or time of the payment. Please get in touch with the Zenus support team if you still don't recognize the payment after following these steps, so we can help you investigate and resolve your issue.

We are sorry to hear that your Zenus card has not arrived yet, please remember that the delivery time frame is up to 10 calendar days after your order is placed.

Zenus will charge a fee when doing POS transactions in a foreign country with foreign currency, in addition to the established currency exchange fee.

After 7 or more days have passed and a merchant has not accepted payment, the funds may be reversed automatically depending on the transaction type. Due to security reasons, merchants may cancel payments at the point of sale.

Please contact us if you are having problems making payments to assist you further.

If your Zenus debit card is stolen or lost, the first thing you need to do is to freeze your card. Then proceed to contact Visa via telephone. Via their website you can select the country from which you are calling and it will give you the number to call. It is a 24/7 customer service line so feel free to call at any time. They will deactivate your card and they can get in contact with us at Zenus to supply you with a new card.

What can I do if my virtual card is expired? 

Here is a step-by-step guide to assist you: 

1. View your card details.   
2. Check if your card's expiration date has already passed.
3. Go to Settings.
4. Opt for "Request card replacement."
5. Select "Expired card."
6. Continue the process.
7. Complete the biometrics (selfie) step.
8. The process should be completed successfully.