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Chargebacks or disputes

Lost or stolen card

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.

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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.

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

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What can I do if my virtual card is expired?

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

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

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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.

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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.

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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?".

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