How can we help you?

1. [Card ordering process]

DHL will be the provider and they will provide a tracking number that will be email to the client.

You can check if your card order has been placed correctly by going to the 'Cards' section of the application or validate through the Visa service department. You should be able to see the details of your physical card and the estimated time of arrival. Otherwise, apply for your card in the same section.

Note that if you have obtained a virtual card, you may still need to obtain a physical card to perform any transactions in store or withdraw cash.

Your card's expiration date is printed on the back of the card. It is a two-digit code for the month and two digits for the year.

Your card will expire on the final day of the month printed on your card. 

The billing address used for your physical card is your profile address. To verify your registered address, you must log in to the app and press the button to the right of the dollar icon ($).

When you open a Zenus account you will receive a virtual debit card straight away*. You can use this to make online purchases or contactless payments by connecting it with a mobile device. We will shortly be issuing physical Zenus debit cards. The two cards have different card numbers but are both linked to your account. It is not possible to have more than one of each card type. 

*Country restrictions do apply, please review our debit card page for more information.  

Whether you can get a Zen Card, which is the Visa Infinite debit card, depends on your country of residence. Currently, we can only offer cards in a select number of countries:

Zenus Visa cards will be automatically issued in our licensed countries. Including: 
Argentina, Armenia, Bahamas, Belize, Bermuda, Cayman Island, Chile, Colombia, Dominican Republic, Ecuador, Egypt, Hong Kong, Jordan, Kazakhstan, Kenya, Kuwait, Mauritius, Mexico, New Zealand, Peru, Philippines, Saudi Arabia, Seychelles, Singapore, St Vincent and the Grenadines, Taiwan, Tanzania, Turks and Caicos Islands (UK), Uganda, Uruguay, US, Vanuatu, Vietnam and Virgin Islands (UK).

Bank accounts in the following countries are not yet available with virtual or physical debit cards:

Afghanistan, Andorra, Antarctica, Austria, Belarus, Belgium, Brazil, Bulgaria, Burundi, Canada, Central African Republic, China, Croatia , Cuba, Cyprus, Czechia, Democratic Republic of the Congo, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Israel, Italy, Latvia, Lebanon, Libya, Lithuania, Luxembourg, Malaysia, Mali, Malta, Moldova, Monaco, Montenegro, Morocco, Myanmar, Netherlands, Nicaragua, Nigeria, North Korea, Norway, Pakistan, Palestinian, Territory, Poland, Portugal, Qatar, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Somalia, South Africa, South Sudan, Spain, Sudan, Sweden, Switzerland, Syria, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, Vatican, Venezuela, Yemen, Zimbabwe

When your card has arrived, you can proceed with the activation by following the steps below: 

1. Log in to the app
2. Swipe from right to left to get your physical card view.
3. Press the green button under the physical card that says "Activate it." Slide the activation process workflow and then press "Start."
4. Input the expiration date and the CVV code of the physical card and press "Continue."
5. Set up a new pin. This will be your physical card PIN.  

 
Complete the biometrics authentication and your card will be successfully authenticated. 

Your PIN (Personal Identification Number) can be set when activating your physical card. After completing the activation, the app will proceed to create your new PIN.

If you want to update your PIN, you will need to complete the following steps:

• Login into the app
• Go to your physical card
• Go to the settings section where you will find the options, Update PIN and Forgot PIN.

For the security of your information and assets, biometrics verification will be required to complete the maintenance.  

Your PIN needs to comply with the following criteria: 

• Only digits
• PIN has a length of 4 digits
• No sequential digits (e.g. "1234", "7890")
• No repeating digits (e.g. "222", "050505")
• No account information (e.g. extension number, phone number)
• If you had a previous PIN, the new one can not be equal to the last 3

To activate a card that was temporarily blocked, you must complete the following steps:

1. Log in to the app 
2. Swipe from right to left to get your physical card view.
3. Press the three dots located in the top right corner.
4. Press the option "View Card Details". 
5. Press 'Settings' and you will be able to see an option that says "Active," which has a gray switch, please press it. 
6. Press the green button that says "Unblock Card".

Completing this process allows you to activate the physical card and use it immediately. 

To request your physical card at a different address, you will have to change your main address. After changing your address you can start the procedure to request a physical card. 

If you don't know how to change your address, you can read the instructions here: https://support.zenus.com/faqs/?ka=KA-01520

To update your physical card PIN, you need to complete the following steps: 

1. Log in to the app.
2. Swipe from right to left to get your physical card view.
3. Press the three dots located in the upper right corner.
4. Press the option "View Card Details."
5. Press settings and you will be able to see an option that says "Update PIN."
6. Enter your current PIN and press the green button that says "Continue."
7. Enter a new PIN and confirm. After that press the green button that says "Continue."
8. Complete the biometrics authentication. 

After completing these steps your PIN will be updated. 

To request your physical card please complete the following steps:

1. Log in to the app and press the green $ button.
2. Press the option that says "Physical Card" under the 'Other' category.
3. Please read the description and proceed to press the green button that says "Order Yours Now".
4. Select the cardholder name that will show on your card and press "Continue".
5. Validate your shipping address. 
6. Please read the terms and conditions.
7. Press the checkbox confirmation of terms and conditions.
8. Press the green button that says "Confirm Order".
9. Complete the biometrics authentication process. 

Congratulations, your card is on its way and should arrive within 10 calendar days.  

If you are not able to see the physical card request icon it may be because you are located in a country where we cannot provide Visa card services. Please contact the Client Services team if you have any additional questions. 

To temporarily block your physical card, you must complete the following steps:

1. Log in to the app.
2. Swipe from right to left to get your physical card view.
3. Press the three dots located in the top right corner.
4. Press the option "View card details".
5. Press 'Settings' and you will be able to see an option that says "Active". Please press this to switch off and block your card. 
6. Press the green button that says "Block Card".

Completing this process allows you to temporarily block your physical card immediately. 

If your card is not working, please verify that you are not having one of the following issues : 

• You have not accidentally frozen your card.
• That your card is not expired.
• That you have sufficient funds in your account.
• That you input your PIN correctly.

If your physical card has been damaged or worn out, you can order a replacement card. If you want to know how to replace your card, please find the article "How do I replace my physical card?".

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.

If your card is not working, please verify that you are not having one of the following issues : 

• You have not accidentally frozen your card.
• That your card is not expired.
• That you have sufficient funds in your account.
• That you input your PIN correctly.

If your physical card has been damaged or worn out, you can order a replacement card. If you want to know how to replace your card, please find the article "How do I replace my physical card?".

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.

If your card is not working, please verify that you are not having one of the following issues : 

• You have not accidentally frozen your card.
• That your card is not expired.
• That you have sufficient funds in your account.
• That you input your PIN correctly.

If your physical card has been damaged or worn out, you can order a replacement card. If you want to know how to replace your card, please find the article "How do I replace my physical card?".

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.