Zen Billing - Frequently Asked Questions
NOTE: Many billing and account administration functions may be performed through Zen's Customer Portal. To register or access the portal follow this link: http://portal.zen.co.uk/
Q1: How will I be billed by Zen?
All proforma’s and renewal notices are emailed 20 days before date of renewal. These will be emailed to the contact email address provided. Each renewal notice contains a link to make payment on Zen’s secure webpage. This link also provides the option to print and view the renewal notice.
Q2: What are the payment options?
Zen currently offers the following methods of payment:
Direct Debit: To pay by this method, please log in to the Customer Portal at: https://portal.zen.co.uk/
Alternative click on the link below to print a copy of the mandate to complete and return either by fax to 0845 058 9150 or by email to accounts@zen.co.uk (using your Zen username as the reference)
http://www.zen.co.uk/assets/images/dd/ZenSetupFormFinal1.pdf
If you have any queries regarding direct debit, please contact the dedicated direct debit team on 0845 058 9003.
Credit/Debit card: To set up automated recurring card payments, please contact Zen Accounts on 0845 058 9000 (option 4) with your card details.
BACS/ Online banking:
Payments should be made to:-
NatWest Bank Plc
Zen Internet Ltd,
A/c: 29366585
S/c: 01-07-44
Using your Zen username or renewal/ invoice number as a reference.
Cheque: Cheques should be made payable to Zen Internet Limited again using your Zen username or renewal/invoice number as a reference.
Q3: Can I pay my bill online?
Yes, each renewal has a link to an online payment page on our secure website where payments can be made using credit/ debit cards. You can also make payment for an invoice through the Customer Portal, to do this you will need to register by clicking on the following link: https://portal.zen.co.uk/ If you have multiple invoices and wish to make payment please call 0845 0589000 (option 4)
Q4: How can I update my card details?
To update your card details please contact the billing department on 0845 058 9000 (option 4), with your new card details, or pay your next invoice online to automatically update card details. Please note if you update card details online the payment will be debited from your card straight away rather than on the renewal date.
Q5: Can I manage my account online:
Yes, this can be done through the Customer Portal by clicking on the following link: https://portal.zen.co.uk/ – This is a facility to manage your account online where you can view/pay your invoices, update contact details and check your orders and also purchase extra bandwidth. For any assistance in the registration process please contact our customer services team on 0845 058 9000 (option 5).
Q6: Can I be invoiced on Credit Terms?
This option is only available to business users. A credit application form will need to be completed in order to apply for this facility, and you will be invoiced on credit terms subject to approval. To complete a credit application form, please follow the link below: https://secure.zen.co.uk/orders/creditapplication/
Q7: Can I be on invoice terms and pay by Direct Debit?
Yes, this facility is available to all customers who have invoice on credit terms. To arrange this method of payment please contact the customer billing team on 0845 058 9000 (option 4).
Q8: How do I cancel my account?
The simplest way to cancel your account is through the customer portal: https://portal.zen.co.uk. We require 14 days notice in writing for any cancellations. If you are unable to cancel through the customer portal, please contact our customer services team on 0845 058 9000 (option 5), who will advise you of alternative cancellation methods.
Q9: I have received a credit note, how will this be refunded back to me?
Credit notes can be allocated against any future invoices if you have a service with Zen. Please note these will not be automatically refunded or allocated and the billing team will need to be contacted by email or fax for this to be actioned. You can send refund requests to us by email to accounts@zen.co.uk or by fax on 0845 058 9150 as we need the information in writing to comply with our refund policy.
Q10: I have not been receiving any statements or invoices, why’s this?
As all our invoices, renewal notices and statements are sent by email, it is possible we may have an incorrect or out of date email address for you. Please visit our customer portal and check the details we have are correct and up to date. Alternatively it is also possible that information from Zen may be going to your junk mailbox and you will need to add Zen to your contacts list to ensure any information is sent to your inbox.
Q11: Can I email you my bank details to setup a direct debit?
We are unable to accept direct debit details via email as we are only authorised and accredited to take direct debit details over the phone or by the customer completing a direct debit mandate due to the direct debit guarantee.
The direct debit guarantee needs to be issued to the customer, when the service is set up, we are able to setup the direct debit form over the phone and confirm what the direct debit guarantee is. Alternatively a direct debit can be setup by completing the direct debit mandate which has a copy of the guarantee attached to it.
