ZenZen isn't up to date
What to check when a bill, parcel or trip is missing, a mailbox stopped, or a device shows old information.
Updated
Give it 15 minutes
Zen checks your mailboxes every 15 minutes. A new email can take up to that long to show in Zen.
Pull to refresh
On any screen, pull down to load it again. If you see "No connection", check your Wi-Fi or mobile data and pull again.
Check your mailboxes
Go to Settings, All settings, Mailboxes.
- Stopped reading: tap Reconnect and sign in again. This happens when a sign-in expires or the password changed.
- Can't read on an IONOS mailbox: remove it and add it again with the current password.
- Is the mailbox that got the email connected at all? If not, connect it.
Look in Emails to sort
If Zen wasn't sure what an email was, it puts it in Emails to sort on Home for you to decide.
Check your usage
When your weekly usage is used up, Zen's reading and Zennie tasks wait until Monday at 06:00 (Paris time). See Usage and limits.
A message didn't send
If a chat message shows Not sent, tap Try again.
Another device shows old information
Everything is saved in your account, so all devices show the same thing. Pull to refresh on the device that looks out of date. If it is locked, unlock it with Face ID or your PIN.
Still stuck?
Write to us from Help & support or at zen@carreh.com, and tell us what is missing. See Get help.