Identity document
Identity document
Passport or national ID. Confirms the account is yours.
Passport or national ID. Confirms the account is yours.
Security & Safeguarding
Millions trust us with their money.
You can too.
Every ZEN account gets the same protections:
proactive monitoring, legal safeguards, and a support team when you need it.
proactive monitoring, legal safeguards, and a support team when you need it.
Your money is legally protected
Held in safeguarding accounts
Safeguarding
What safeguarding means in practice
Customer funds are held to support payment transactions and redemption of electronic money. As a licensed Electronic Money Institution, we are legally required to keep them safeguarded.
Your money is kept separate
We hold customer money in dedicated safeguarding accounts with regulated financial institutions.
Held in secure, low-risk accounts
Safeguarded funds are held in secure, low-risk accounts in accordance with regulatory requirements.
We cannot lend your money
Customer funds are not used for lending or business activities. They are held solely for the purpose of executing payment transactions and redeeming electronic money.
How this compares to deposit insurance
Electronic money accounts are not covered by deposit guarantee schemes. With EMI safeguarding, the full value of your money is held separately at all times through a legal framework designed to protect customers.
How this differs from a bank
Banks can lend your deposits. ZEN.COM can not.
That difference is structural, not a policy choice.
Here is what it means for your money.
Not lent out
Banks can use deposits to fund loans. As an EMI, we cannot. Your money stays in safeguarding accounts, not in circulation.
Not used for our business
Customer funds support payment transactions and redemption of electronic money. They are not used for our business activities.
Protected in insolvency
In the event of insolvency, safeguarded funds are protected from claims by our creditors in accordance with applicable law.
KYC verification & identity checks
We check your identity to protect your account, not to gatekeep it
Identity verification is a legal requirement for all regulated financial institutions. It means no one else can open an account in your name or access yours. The process takes a few minutes and is completed before your account is fully active.
Short video selfie
Short video selfie
Used once to match your face to your document
Used once to match your face to your document
Takes a few minutes
Takes a few minutes
Required before your account is fully active
Required before your account is fully active
Licensed Electronic Money Institution
UAB ZEN.COM is a licensed Electronic Money Institution under the supervision of the Bank of Lithuania.
License number LB000457.
Registration Number 304749651.
VAT ID LT100011714916.
Licensed By:
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United Kingdom
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Lithuania
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Singapore
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Ukraine
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Hong Kong
Frequently Asked Questions
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Is my money protected if something happens to ZEN.COM?
Yes. As a licensed Electronic Money Institution, we are required to hold your money in dedicated safeguarding accounts, separate from our company funds. These accounts are protected from claims by our creditors. Your money is not part of our business. It cannot be touched if anything happened to ZEN.COM. -
How does ZEN.COM protect my personal data?
Your personal and financial data is protected using industry-standard data encryption, both in transit and at rest. This means your information is unreadable to anyone without the correct decryption key, including during transmission between your device and our systems. -
What is an Electronic Money Institution?
An EMI is a licensed financial institution authorised to issue electronic money and hold customer funds. ZEN is licensed by the Bank of Lithuania and regulated under EU financial law. It is not a bank. But the obligations it carries for protecting your money are legally enforceable. -
Why do you need to verify my identity?
The KYC verification process is a legal requirement for all regulated financial institutions. KYC, or Know Your Customer, means we confirm you are who you say you are before the account is fully active. It protects against fraud and financial crime, and it means no one else can open an account in your name or access yours. The process takes a few minutes. Periodic reviews and additional verification may be required in line with AML regulations and our internal policies. -
How does ZEN.COM protect my card payments online?
Every online card payment requires authentication through 3D Secure. You confirm each transaction before it is charged. A payment cannot go through without your approval, not even if your card details have been compromised elsewhere. -
What is safeguarding?
Your funds are protected through legal safeguarding mechanisms, where customer funds are held separately from ZEN.COM own funds and maintained in segregated accounts with regulated financial institutions in line with EU regulatory requirements. Customer funds are not used for lending or business purposes and are held to support payment transactions and redemption of electronic money. -
How is EMI safeguarding different from deposit insurance?
ZEN.COM safeguards customer funds in accordance with applicable laws by holding them in segregated accounts with credit institutions or central banks. These funds are kept separate from our own and are protected from claims by our creditors in the rare event of insolvency. -
What should I do if I see suspicious activity on my account?
Open the ZEN.COM app and contact our support team immediately. You can also freeze your card directly in the app while you investigate. If something does not look right, act quickly. Our team is available to help. -
Can I get my money back if a merchant doesn't deliver?
Yes. ZEN Care Shopping Protection covers non-delivery, damage, and disputed transactions on eligible purchases. Submit a claim in the app. We manage it on your behalf. You do not need to go back to the merchant.
