Help us help you faster: a quick tip to save time when you call Zen

When you get in touch with us, we want to help you as quickly and securely as possible. To make sure we can do that, we need to confirm your identity first. This simple step protects your account and keeps everything secure.

Why it matters

We take your security seriously. Our authentication process ensures that we’re only talking to the right person, so we can help you with confidence. It’s an extra step, but one that keeps your information safe from fraud, and also protects Zen too.

What you’ll need

Our customer authentication process has three quick steps. To verify your identity, please have the following ready before getting in touch:

Step 1: Your full name

(And business name, if applicable)

Step 2: One of the following

• Your Zen username (you’ll find this on the home screen of your Customer Portal)
• Account number (from your invoice, service emails or Customer Portal)
• Invoice number (from your latest bill or in the ‘My Bills’ section of your Portal)
• Order number or case reference (from a recent order confirmation or support case)
• Reference number (from emails or service updates)

Step 3: One of the following

• The first line of your address and postcode (the billing or installation address)
• Your registered email address
• A phone number listed on your account

Need help finding it?

Here’s where to look:

• Account and invoice numbers: Check your latest invoice or log into the Customer Portal
• Order or reference numbers: Look through recent emails or the ‘Orders’ section in your Portal
• Address, email, phone: Use the contact details linked to your Zen account

Why this helps

Having these details ready means we can get straight to helping you – without spending extra time verifying things on the call. It’s all about keeping things safe and simple, and helps us support you faster and more efficiently.