A real message from Zentrader never asks you for any of the things below. If you're asked for one, stop: whoever is asking isn't us, no matter how convincing the message, the website or the caller sounds.
Your password or sign-in codes
We never ask for your password, by email, chat, phone or message. We also never ask for a one-time code: the SMS code when you sign up, a code from your card issuer during a card deposit, or a code to reset your password. Those codes are for you to enter yourself, on our pages only. Anyone asking you to read a code out, or to type it into a page they sent you, is trying to get into your account or your card.
Photos of your ID outside the identity check
The only place we ever ask for identity documents or a selfie is the identity check inside your client area. We never ask you to send ID photos by email, chat, LINE or any messaging app, and we never ask you to upload them to another website.
Payments to anyone but your own account
Deposits are made only through the deposit page in your client area, to the details shown there at the time. We never ask you to:
- pay into a personal bank account, or a wallet address sent to you in a message;
- pay a fee, tax or deposit to release a withdrawal, a bonus or a "frozen" balance. Withdrawals are paid from your balance; nothing is ever payable first;
- deposit so that someone can trade for you, or to join a "group", "signal" or "copy" scheme. Nobody trades your account but you. See Can Zentrader manage my account or teach me to trade?
Access to your device or your accounts
We never ask you to install remote-access software, to share your screen, or to install an app. There is no Zentrader app in the App Store or Google Play; Zentrader runs in your browser. See Is there a Zentrader app? We also never ask for the sign-in details of your bank, your card, your email account or a crypto exchange, and never for a wallet's private key or recovery phrase.
Your full card details
Card details are entered only on the card payment page inside your client area. We never ask for a full card number, an expiry date or a security code by chat, email or phone. What we may sometimes ask for, when we need to confirm that a card deposit came from your own card, is a photo of the physical card with your name and the first and last few digits visible and everything else covered. We only ask for that through the chat or a support ticket from your account, never in a message out of the blue, and never with the security code showing.
If you've already shared something
Change your Zentrader password straight away, which signs out every device. If you shared a card number or code, call your card issuer. If you sent money, contact your bank, then tell us through the chat with as much detail as you can. See How to reset your password.
Related: How can I tell it's really Zentrader? · How to reset your password · Why do you need to verify my identity? · Can Zentrader manage my account or teach me to trade?