If you can’t remember your passcode, you can reset it through MY.ZEN.COM or the ZEN.COM app. You’ll need your phone number and the one-time text message (SMS) code you receive.
For the website reset, you’ll also need access to the e-mail address linked to your ZEN account. In the app, you’ll verify your identity with a selfie so your account stays protected while you regain access.
Reset your passcode on MY.ZEN.COM
- Go to MY.ZEN.COM and enter your phone number.
- Enter the one-time text message (SMS) code you receive.
- When you’re asked to enter the passcode to your account, select "Forgot your passcode?".
- Follow the instructions sent to the e-mail address linked to your ZEN account to reset your passcode.
Reset your passcode in the ZEN.COM app
- Open the ZEN.COM app.
- If you’re logged out, enter your phone number and the one-time text message (SMS) code you receive.
- If you're logged in, tap your initials in the upper-left corner, select "Settings", and then "Change passcode".
- On the passcode page, tap "Forgot?".
- Follow the instructions on screen. You may be asked to enter the last 4 characters of the identity document you used when creating your account, or to verify your identity with a selfie. This keeps your account safe while you regain access.
- After successful verification, enter your new passcode twice to confirm the change.
You can now log in with your new passcode.
You may have registered with one of these:
- ID card
- Passport
- Driver’s license
- Residence card (plastic version)
Try the last 4 characters from each document. They may include letters, digits, or symbols.
If the document has expired, was replaced, or you no longer remember which one you used, tap “Contact us” below the input field. Our Support team will guide you through a secure verification.
Your document number is printed on your physical document and is unique to that document. It’s not the same as your personal identification number.
If you’re unsure where to look, check the examples below showing where the number appears on each document type:
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ID Card
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Passport
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Driver's License
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Residence Permit / Residence Card
Still having trouble?
If you're having trouble resetting your passcode with a selfie, check this article for troubleshooting tips: Why do I need to verify my identity again during login?
You can also use the contact options below, and we’ll help you get back into your account.
Do you need help? We are always here for you:
- in ZEN.COM app support chat (open the link on your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, make sure that the ZEN.COM app is allowed to send push notifications on your mobile device.
- in ZEN.COM Help Center chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Center to start a chat.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.