Frequently Asked Questions

General

Download the Zeux mobile app and follow the steps to register and be onboarded. Once you have been verified and approved, you will be able to start enjoying all features of Zeux. Account opening and subscription fees apply. 

Can’t find the answer you are looking for in the FAQ? Feel free to email us at support@zeux.com.

Please contact our support team on support@zeux.com – we’ll be happy to help.  
Please note: Zeux will not contact any customer using any unofficial channel such as Whatsapp, skype, etc. If you have been contacted via these channels, please stay vigilant. 

Client fiat funds are stored in a segregated account held with our FCA authorised and regulated Electronic Money Institution partner, Modulr. You can find our FCA registration details here.  Your funds are safeguarded as per FCA requirements, the Electronic Money Regulations 2011, and the Payment Services Regulations 2017. In the unlikely event that our partner EMI were to become insolvent, you will be able to claim your funds from this segregated account and your claim will be paid above all other creditors.

The majority of our customers are verified instantly. However, in the case when further verification is required, the process can take longer. Please be patient whilst we process your application. If you would like to contact us please email us at support@zeux.com

In order to register a new number to your Zeux account, please open the app and click ‘Sign In’ . Once you are in the ‘Sign In’ page, you will have the opportunity to register a new number by clicking on ‘Use a new phone number’. Then, once you have entered the new phone number, you will be required to complete the verification process through your Zeux registered email address.


Premium accounts

New customers
You can apply for a Premium account when you first register for a Zeux account. To open a Premium account you will be required to pass our onboarding checks and pay an account opening fee. Please note subscription fee apply. 

Please note: Inbound and Outbound transfers are restricted until your physical card has been received and activated. 

Existing customers
Please send us an email at support@zeux.com with the subject line: “Upgrade to Premium account” and our customer support team will be able to assist you directly. Account opening and subscription fees apply. 

To open a Premium Account your address details will be verified using geolocation technology. If your proof of address cannot be verified via these means, you will be required to provide alternative evidence of your  proof of address. We reserve the right to delay the opening of your Premium account until this requirement has been satisfied. 

In order to enjoy the services of the Zeux Premium account:

  • There is an account opening fee of £499 (non-refundable)
  • A monthly subscription fee of £10 
  • Your account must maintain a minimum account balance of £1000 at any time.

In the event that your account balance falls below the minimum £1000 threshold:

  • We will send you a notification to remind you within 5 days of occurrence
  • If the minimum account balance has not been met within 30 days of occurrence, we reserve the right to temporarily freeze your account or reduce the Premium services until funds have been added to reach the minimum account balance requirement

The monthly subscription fee will be deducted every 30 days after the date you open your Zeux Premium Account from your account balance. The membership monthly fee is non-refundable.

It is your responsibility to ensure that there are sufficient funds in your account to pay the monthly subscription fee and to meet the minimum account balance requirements.

In the event that there is insufficient balance in your account to pay your monthly subscription fee:

  • We will send you a notification to remind you within 5 days
  • If the fee has not been paid within 21 days of it becoming due, we reserve the right to cancel your subscription

If you have any questions or require further assistance with your Premium account please email us at: support@zeux.com

You may cancel your subscription at any time before your monthly subscription renewal date (Every 30 days from the date you activated your Premium account). To cancel your Premium account, please send an email to support@zeux.com with the subject line “Cancel Premium account” 

Please note: Cancelling your Premium account will return your account to a standard account and all restrictions and limits shall reapply. 

Premium account holders will have access to the following: 

  • Free physical payment card
  • Send and receive third party UK transfers
  • Receive international transfers
  • Dedicated customer support

Premium accounts are currently only available to those resident within the UK.


Zeux card

Zeux charges no additional fees for foreign exchange when you spend abroad. You can use your card at any retailer that allows payment with Visa. 

Yes, you can pay with Zeux using your contactless card. Note: TFL calculates your travel costs the day after your travel, this means that you may incur a delayed transaction overnight. If you experience an issue where you are unable to travel, it is likely that there were insufficient funds in your account at the time of the delayed transaction. Please top up your account with at least £10 and once the delayed transaction has been processed you will be able to resume travelling. 

The Zeux card can also be used to pay for goods online. You can view your physical Zeux card details to make payments. 

Yes, you can order your physical card in the card section of the app or by contacting our support team.

Physical cards can take up to 5 days to be delivered, usually shorter. If you have not received your card after 7 days, please contact our support team. 


Money transfer

There are a number of reasons that a transfer has been cancelled. Please check the sort code and account number has been entered correctly, also ensure there is enough money on your account before making the transfer. For further assistance, contact us at support@zeux.com we’ll be more than happy to help.

You can transfer to a friend through phone number. If your friends don’t have a zeux account, you can transfer to your alternative bank account and then make the payment.

The following fees apply for International Payment:
Transaction amount less than £20,000:  £50 fee
Transaction amount between £20,000 and £100,000:  £100 fee
Transaction amount between £100,000 and £300,000:  £200 fee
Transaction amount above £300,000:  £400 fee

Yes, verified Zeux customers can receive GBP international transfers. You can view the international transfer details by going to “Top Up” > “Bank Transfer” > “International Transfer”. Please note this is a GBP account. If you transfer any other currencies into the account, there will be charges on the conversion.


Account statement

You can only request your acccount statement by sending emails from your registered Zeux email address. This is for safety and security of our customers. Monthly statements can only be produced for accounts that have been  active for at least a month. 

You can request your account statement by contacting support@zeux.com directly. Your request will be processed and can take up to 5 business days.
This may take longer depending on the length of time your account has been active. Please note statements can only be produced for accounts that have been  active for at least a month.  


Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months.
In certain circumstances, we are also required to publish a summary of our complaints data.

This can be viewed here: https://www.zeux.com/complaints-data/

 


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