How can we help you?

There are some details that you can edit after you create an account with Zenus Bank. Due to Zenus Bank policy, regulations, and security reasons, not all information be rearranged. Some of the things you can edit on your account are:

• Phone number: to edit your phone number, go to your profile and beside your registered phone number, click on the edit icon. From there, you can enter your new phone number and update it.
• Email address: to edit your email address, go to your profile and beside your registered email address, click on the edit icon. From there, you can enter your new email and update it.
• Personal address: to edit your personal address, go to your profile, and beside your registered personal address, click on the edit icon. From there, you can enter your new address and update it.
• Update your password: to update your password, go to “More Options” and click on update your password. Then you will have to enter the current password and the new password to complete the update.
• Update your voice recognition: to update your voice authentication, go to “More Options” and click on “Voice Retraining”. From there, click on “Begin Voice Retraining” and follow the process to change your voice authentication.

Your information and privacy are protected by Zenus' privacy policy, found in the Terms and Conditions, and we strictly fulfill our responsibilities and obligations in accordance with the relevant provisions. Your information might be shared with the following:

1- Zenus team Members that require the information such as AML, fraud, cybersecurity and customer services teams.
2- The information is shared with partners that provide services to our Members such as debit card producers and wire processing networks.
3- US law enforcement agencies responsible for anti-money laundering, counter-terrorism and sanctions when requested.
4- Zenus Members' non-identifiable information is shared with advertising partners.

If you've closed your account and need a bank statement, you can access this in the app with your login. If you can't remember your login, please get in touch with the Zenus support team, they will be able to help.

No; currently, we only allow one personal account per customer. Each account must have its own unique email address attached to it.

You can view your account statement on the Zenus Bank app. 

Use the following steps to get your statement:

1- On the homepage, go to the 'account settings' on the upper right corner of the digital bank card (three dots).
2- Select 'view account details'.
3- Select 'services'.
4- Select 'get account statement'.
5- Select the time period for the statement.
6- Select how you want to receive the statement.

Notes:
-You can see your account activity in the Zenus app.
-You can request your account statement by PDF directly on the app and you will receive it instantly.
-The account statement for the current month will be available in the mobile app in between the 1st and the 5th of the following month.
-Requesting the statement before the end of the month or just asking our assistance to provide it, has a cost of $25 for us to send it.

To change your address, you have to complete the following steps: 

1- Login to the app and press the person icon , located at the right side of the Dollar icon ($).  
2- Press the pencil icon next to the personal address section.
3- Edit your current address and press, “update address” button, and click "accept".  
4- For your security complete the verification process.

Completing this process allows you to complete the change and you will receive a pop-up message confirming the change. 

If you make an error filling your address in the system, the Zenus onboarding team should notice while validating your proof of address documentation provided. Once your address has been confirmed, Zenus will go ahead and correct it. Once your account is active, you are welcome to update the address when you need to.

The guide below is for resetting forgotten passwords. If you’ve forgotten your username, please contact Client Services.

If you are looking to reset your password because you have forgotten it, enter the app and press the “Forgot your password?” prompt on the opening screen. You will be asked to enter the email address associated with your Zenus Bank account, once your email address has been provided, you should receive an email from no-reply@zenus.com shortly with a temporary password that can be used to enter your account. After returning to the Zenus app and using the temporary password provided, you will be prompted to immediately update your password before you gain access to your account information.

If you haven't received an email within 5 minutes:

- Make sure you check your Spam / Junk mail folders

- Make sure you entered in the correct email address associated with your account, and that you're checking the correct inbox

If you still haven't received an email, try to request a re-send, or contact our customer support. 

When you reset your password, your biometric settings will also be reset.

For IOS, the next time you log in after changing your password, you will need to do so using your full credentials, and then the app will immediately prompt you to add facial recognition.

For Android, after changing your password, your fingerprint will no longer work. To regain usage of your biometrics you will need to complete the following steps:

- Go to your phone's settings

- Find the Zenus app

- Then go into storage and "clear data" (all of your bank information will be safe, you will be asked to reconfigure some settings as you use the app)

- Once these steps have been completed, open the Zenus app and log in using your credentials 

- Immediately after logging in you will be asked if you want to reactivate your fingerprint