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Security & Safeguarding

Millions trust us with their money.
You can too.

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Every ZEN account gets the same protections:
proactive monitoring, legal safeguards, and a support team when you need it.
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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.

Your money is kept separate
Held in secure, low-risk accounts
We cannot lend your money
How this compares to deposit insurance
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Account security & fraud prevention

Account security & fraud prevention

No one else gets in

No one else gets in

Multiple layers of protection, all in your control. Our systems monitor every transaction around the clock.

Multiple layers of protection, all in your control. Our systems monitor every transaction around the clock.

BIOMETRIC AUTHENTICATION

BIOMETRIC AUTHENTICATION
Log in with fingerprint or face recognition. Your biometric data never leaves your device. Even if your phone is lost, your account credentials stay with you.

PASSCODE

PASSCODE
Set a passcode as a second access layer. If someone else picks up your device, they cannot get in. Never share your passcode with anyone, including ZEN.COM support.

TWO-FACTOR AUTHENTICATION (2FA / MFA)

TWO-FACTOR AUTHENTICATION (2FA / MFA)
Sensitive actions like adding a new payee or changing your phone number require a second verification step. Someone with your password alone cannot access your account.

3D SECURE AUTHENTICATION ON EVERY PAYMENT

3D SECURE AUTHENTICATION ON EVERY PAYMENT
Every online card payment uses 3D Secure authentication, required under PSD2. A payment cannot go through without your approval, even if your card details are compromised.

CONTINOUS FRAUD DETECTION AND MONITORING

CONTINOUS FRAUD DETECTION AND MONITORING
Our fraud detection systems monitor every transaction around the clock. If something looks wrong, we flag it before it can cause harm. You do not have to spot it yourself.
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How this differs from a bank

Banks can lend your deposits.
ZEN.COM cannot.

That difference is structural, not a policy choice.

Here is what it means for your money.

Not lent out

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

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

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.

Step 1

Identity document

Identity document

Passport or national ID. Confirms the account is yours.

Passport or national ID. Confirms the account is yours.

Step 2

Short video selfie

Short video selfie

Used once to match your face to your document

Used once to match your face to your document

Step 3

Takes a few minutes

Takes a few minutes

Required before your account is fully active

Required before your account is fully active

Identity document
Short video selfie
Takes a few minutes
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Security lock with currency coins
Security lock with currency coins

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:

  • United Kingdom

  • Lithuania

  • Singapore

  • Ukraine

  • Hong Kong

Frequently Asked Questions

  • 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.
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SEE FOR YOURSELF

Your money is safeguarded from day one

From the moment you open your account and top up, your money sits in dedicated safeguarding accounts.
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