Username requirements (2024)

You may see the error message“One or more of the details you entered is incorrect" while completing an online account application. The most likely reason for you have incorrectly entered some of your details, such as your passportor date of birth, or the details do not match those provided on your passport or other supporting documents. Please check over all the details you have entered again.

If this doesn't solve the issue please contact Client Services, the link below will direct you to our inquiry form. Be sure to provide the required information on the formand select the following topic "Enquiry about an account application".

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.comshortly 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'ssettings

- 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

When creating a username for your Zenus account, you must adhere to the following:

Step 6. Congratulations! You have now re-enrolled your voice and can use your updated passphrase to make payments

Step 3. Select "Setting" located below the card image.

Step 5. Turn on the "Default card for contactless payments" option.

Step 6. Confirmation that the contactless has been set up.

If thestepsprovided do not work, please go to your
Android settings. In the 'contactless settings', mark Zenus as default.

If you encounter any problems during the process, pleasedo not hesitate to reach out to Client Services through our support site athttps://support.zenus.com/ or email us at Clientservices@zenus.com or by phone at1-833-936-8711. Client service agents are available Monday-Friday 9 am-6 pm AST.

When the applicant is under pending review status and tries to log in, the app will show the following notification pop-up messages:

• "Your account is on its way! We will notify you as soon as it is approved". If the applicant attempt to log into the app from the start screen.
• "Your application is pending review. Once reviewed our team will be in contact" If the applicant trying to resume the application process.

Please educate the applicant that they should waitthe estimated time (up to 2 business days)until the account is active before logging into the app.

If you have a hold transaction please know that at Zenus Bank transaction releases are automatic, our Client Services team or internal departments cannot manually release transactions. This usually happens with reservations, hotels car rentals etc.

Physical card transactions may take up to 14 days to be released, while virtual card transactions may take up to 7 days.