ZenGo
Reviews and Complaints

Zengo has poured in years of development and scientific breakthroughs combined with world class UX and UI to deliver the single best app experience in the crypto industry.

The typical ways to use and manage crypto are confusing at best, and often not secure and a pain to use. Zengo is focused obsessively on sweating every detail to make a truly accessible, usable, and dare I say - delightful app to store, send and receive crypto with the highest level of security and convenience we can hope for.

Before Zengo, security vs convenience used to be a trade off. Not anymore!

We unfortunately are in a world where wallet providers NEVER take accountability for anything. Sent some bitcoin to a external wallet.. I paid the higher fee.. it’s been hours and still they aren’t sent. I messaged support who claims it’s not them.. would happen if I sent from any other app or wallet. So I did just that. GUESS WHAT? It’s been sent! And I’m still waiting for ZenGo to sent my bitcoin. I went back and spoke with support who then instead of owning what he said.. decided to get defensive and all that. Save your time and money and go to a different wallet.

I just transferred my BTC from Coinbase to ZenGo for the first time and the process was easy, smooth and quick. As soon as I completed the transfer from Coinbase, I received a push notification from ZenGo to let me know my BTC transfer was in a pending status. Within a few minutes it was verified and completed, and I could see all the transaction details (block #, height, size, fees, etc.) from Blockstream. I also had a question so I used ZenGo support via the embedded chat feature within the app. A rep answered all my questions right away and was super knowledgeable and professional. That’s what I call a very good customer service! I look forward to continue using ZenGo as my non-custodial keyless digits wallet.

Be warned, you can’t just put a little bit in his wallet, had a little bit of bitcoin, and try to transfer it out, and was denied because I need to have x-amount in there which is way more than I was going to put into it, also had Tether in here as well, as I needed to pay something, won’t let me send to another wallet without buying Ethereum to pay for fees…. Which they don’t even tell you how much you have to buy…. No other wallet or exchange that I know of does this…. Can’t sell or trade any of it either because you’ve got to have a large amount to do this, and no where do they mention it, so now all my Crypto in this Zengo wallet is completely held hostage until I can put away larger amount in to just simply get it out… As far as I’m concern is the total scam wallet….

It has a amazing technology for storage
But as far as buying goes,I was trying to
250USD,0.02534 and to that would be possible to buy that quantity if I payed 270USD plus the moonpay fee 10.77 and a ZenGo fee 5.40,a bit high if you ask me,and then only if I pay $286.17 I will get the original 250 USD worth in bitcoin,+ $36.17 in fees,you tell me if is worth it!

Suggestions for admins:
Take a look what you can do in fees department,and the customers will be flocking in,I know you gotta make doe,but come on know other in the financial game/market (ex:Ronbinhood)are doing for free.
Maybe a debit/credit Card of Some Sorts (make it metal if possible,there’s too much plastic in the ocean already,if you decide in the future and choose plastic!
make it from recyclables ♻️).
Alright.

So I used this app while mining ETH back in the day. Recently I wanted to diversify my account. So I went to sell my ETH to transfer to my already linked bank account. First they made me transfer my ETH to BTC and charged a fee I guess I can’t sell ETH on their site. Then when I went to withdraw my BTC I was told I had to use the moonpay site and link my bank account through there. No instruction just close this page and link account. So I signed up for moonpay even though I didn’t want to. Clicked around on the site for a few minutes and couldn’t find where to go. I ask ZenGo support for step by step instruction on how to get my money transferred to my bank which has already been linked to their site. And I get this response from Jacabo “please complete linking your bank account from moonpays website”. They didn’t even have the common decency to use capitalization and punctuation in there response.

I ended up transferring my money to Coinbase and am closing my account.

When buying, I was faced with long disputes with my bank because they labeled the transactions as fraud (finding out why later). Once I get past my bank, I’m faced with waiting a minimum of 5hrs for the transaction to process with a transaction limit, so day trading is not an option. Once I wanted to sell, my “daily transaction limit has been exceeded” even though I haven’t added any funds or traded/sold anything else except that one deposit I made. A month later and I STILL am having the same issue, but when I contacted support, the only thing they said was they’re having problems right now and to use another method other than moonpay…..so you’re telling me you’ve been having issues with selling for weeks? That doesn’t sound right to me. And moonpay is the only way to sell, I spent 20 minutes trying to find the other ways but had no avail. Either a dev needs fired or this is a scam. Didn’t deposit much, so they can keep it, I don’t care anymore, I’m just worried this will happen to other people. If I could give a 0 star I would. If you’re reading this, do yourself a favor and go somewhere else like Coinbase or something.

The fees aren’t the lowest (but by no means unfair or overpriced) but the reason why I love this app versus Coinbase, Binance, etc. is you can use Apple Pay with this app! There is only one other app that lets you buy with Apple Pay (can’t remember the name - Google it if you’re interested, that’s how I found this app) but the fees here are better.

Another big plus for this app is you can buy crypto immediately after installing with Apple Pay and (I think) with a debit/credit card too. I only used Apple Pay and had to provide very little information - took less than 5 minutes before I had a purchase pending. From there it took 10-15 minutes and the BTC is there!

Finally, this app doesn’t gouge you when you want to transfer your coins to another wallet. Sometimes exchanges will charge higher than normal fees as a way to make additional money. Cost me less than $2 to send my approximately $160 worth of BTC to my cold storage wallet. Overall this app is great.

PS: in all fairness, if you’re willing/able to wait for your coins - use Coinbase - they have the absolute cheapest fees for buying crypto but they have to verify you before you can start buying/selling. Good luck my fellow cryptonians, may we see each other @ the moon

I’m actually surprised this app is in the App Store the more I think about it.

Apple I suspect would not be okay with an app that asks users to pay excessive network fees to get their money out when there were no signs of the high fees when a user began using the product. If I had known I would be asked to pay $322.07 to access $126, I never would have put the $126 in the wallet to begin with. BTW, my locked funds in the wallet is much higher than $126. That’s right, the $322.07? That’s only for accessing a portion. If I want access to all my other currencies in savings, each individual transaction would be at an exuberant fee.

While the company seems nice in discussing this problem with them, I’m no longer sure they’re innocent bystanders to the issue. After all, it’s their product. Why not disable savings until the network fees is resolved?

I already suggested some type of label needs to be applied to the savings portion but it should actually be removed entirely. I’m also not certain this massive problem is a priority for the company.

Everything else in the app except for the main reason I personally downloaded it works fine. Just pretty bummed about my funds being locked up like this but the most I can do is leave an honest review revealing this major problem with this wallet so others don’t have the same poor experience.

Two weeks ago I developed an interest Bitcoin. An associate recommended ZenGo. I opened an account and made a 1k purchase of Bitcoin. The transaction seemed to be going smoothly, this was Wednesday. After midnight Thursday morning my Bitcoin purchase was not reflected in Zengo wallet. As I patiently waited for the funds to reflect, the debit was pending in my bank account. By Thursday evening I became more concerned as the funds were still pending and there was 0$ in my wallet. All of the horror stories I heard about crypto currency were coming true. Nevertheless, I got in touch with Zengo and Moonpay. Both were very helpful and worked on my issue. I woke Saturday morning with the hope of seeing my Bitcoin in my wallet. I checked 0$, and no Bitcoin, funds gone from my account. I thought my lost was complete. I sent Zengo another email Saturday morning. Gary came online, within 5min my wallet reflected my purchased Bitcoin!
I was ecstatic! Not only did Gary fix my problem but he told why. I was using my iPhone and iPad at the same time therefore the program developed a “glitch”.
Even though I was losing my mind the guys at Zengo we’re understating, calm and patient. They believed in there product! They project a confidence that my funds were protected and that I could safely trade without worry in their crypto currency space ZenGo!
Thank you Carlos, Sam and Gary, for your patience and hard work to fix my problem. I will always be grateful for these guys and Zengo, for developing and helping me to feel comfortable in their Crypto currency space!

Way too many positive reviews here to be credible...

I have been in the stock market for 30 years which is regulated by the SEC to protect the consumer. Zengo is located in Israel to circumvent any serious regulation. This outfit is in the business of making financial transfers like a bank, but without all the Bank rules and regulations to protect the customer.
I signed up with them a month ago, And tested it by sending $1000 from my exchange to my Zengo wallet, and then back to my exchange, no problem.
But then, 24 hours ago, I withdrew $1078 from my exchange to deposit into Zengo again, but this time it never shows up. I contacted customer service, and actually got the Zengo CEO. He tells me there’s nothing he can do. (or willing to do)
He claims that it never showed up on the bitcoin Blockchain, and that was the end of it. It’s not his fault, it must be the other exchange.
Since the withdrawal and deposit is taking place between my exchange and Zengo, I requested that he contact them to conclude the transfer, but he refused. In the banking industry, which is regulated, a transfer is executed between two professional financial institutions, and the FDIC insurance protects the consumer if something goes wrong. But NOT in the world of bitcoin.
What if I’ve been transferring $20,000 or $100,000? I would’ve been totally screwed.

We all know the bitcoin industry is full of irregularities and scams. It’s the wild west of fake currency for those who want to avoid taxes or launder cash, and without proper regulation, the consumer takes a huge risk placing money with any exchange or wallet, including Zengo.
Sure they have a sharp interface, and customer service that responds, but the security of your hard earned money is being placed at extremely high risk with the Zengo wallet. Forget about the high risk trading on BTC charts. Even if you make money trading on highly leveraged exchanges, your chances of actually getting the money back out again from the exchange to the wallet, and from the wallet to your bank is about 50-50...
if your lucky...
If Zengo was such a great company, why would they not locate themselves in the US?
Because Zengo, along with all the other exchanges and wallet apps, want to avoid paying taxes, or be subject to ANY regulations to protect the consumer. Even if this company was considered reputable, they still do business with any fake or scam exchange, which will eventually catch you in the middle, and steal your money.
Zengo really does not care about you.

I say to those who have succeeded in the bitcoin business, congratulations. But again, it’s not just about making money trading cryptocurrency, but actually getting your money back out. THAT is the problem.
I do not enjoy leaving a negative review, and rarely do. $1000 is a small amount, but it could’ve been a great deal more. I feel fortunate to have gotten out without any substantial loss. But I strongly feel it’s my responsibility to share my experience with other consumers, especially those who are new to bitcoin. The industry is overflowing with shysters and thieves, pretending to be professional, but with no regulations, the consumer has little to no recourse. I highly recommend any potential trader to heed my warning. Stay away from Zengo.

The worst support & service of any company I have ever dealt with. Worse than any phone service provider or even airline. I have had better service at the DMV.

In a nutshell: I lost thousands of $ in ETH this year and it’s never been recovered nor was I compensated. Furthermore, it took months of them stalling and obfuscating before I finally got a call scheduled. They refuse to provide documentation to show they were not directly responsible, nor could they fix the issue or reimburse me. They did, however, offered me a lousy $350 if I would agree to signing a statement absolving them of any responsibility.

My nightmare: After weeks of back and forth w/ chat support, on 3/24/22, I finally got the matter escalated to Gal, Director of Business Operations, who did not grasp the issue, or was pretending she did not, to avoid any responsibility. I explained the situation in detail to Gal: In Dec 21, I purchased ETH through their app using Banxa. They advertise their app as an easy-to-use wallet that is tied to a user's phone and Zengo maintains the walletAfter purchasing a new iPhone 13, in Feb of this year. when I tried to open my ZenGo app on the new phone I was prompted to verify my email address and then….

• I was prompted to set up faceID
• Then I received prompt telling me specifically that my email was associated with an existing acct that was backed up.
• I then got error that the file could not be found on iCloud drive and to try another cloud service
• I checked my iCloud and the folder was there. It is still there as of today. However, somehow the contents of the folder were empty.
• I never touched that folder in iCloud, I did not sync it with another service, I did not perform any maintenance to my cloud acct, none of that occurred.
• I spoke to Apple who confirmed that backing up my phone, any phone or device does not make any changes to the iCloud and that all backed up versions of a device are kept in another location.

I implored Gal to set up a call with an engineer who might better understand the issue, and/or provide me with logs that show me how and when their service updated that folder, or any logs directly related to my wallet/private key. What I got was another canned answer that did not apply to my circumstances.

This was in late March, it was not until June that I finally got to talk to Gal and an engineer on a call, but they refused to provide me any of the activity and response logs associated with my account. Or any evidence that could prove they were not responsible for my hosed folder. The only thing they were willing to provide were their new terms which coincidentally changed since this whole debacle began and of course absolved them of any responsibility. They also offered me $350 bucks to go away and agree to never share my story. Which as evidenced by this review, I declined.

Avoid this company. Do not trust your hard-earned money with them. Ultimately, their whole business model is a scam, and in the end, you are better off just maintaining your own wallet and dealing with an American based company, so at the very least, if you get screwed like me, you may have some recourse through your states or the fed.

In reply to Zengo's response on another app review site and likely here in due time:

"ZenGo does not have control of users funds or any of the key factors required to restore fully an account. It is critical that you maintain your email, cloud(s) and face scan in order to access the wallet."
My reply: I never stated you controlled my $, but that you are responsible for deleting the contents of my folder AKA my private key and that your company's claims of ease of use and security are highly exaggerated and in my case categorically false. I never touched or emptied the folder on my cloud, I believe your company somehow emptied the folder due to bug or defect, and your company has refused to provide any records that prove otherwise.

"We also provide additional protection with 2 more clouds in case you delete by mistake your icloud which can happen."
My Reply: That is a new policy because my account only had one cloud back up. When was this 2 cloud policy implemented?

"If what you described was common ZenGo would have no reason to operate."
My reply: Hence my review and my point entirely and why I am telling people to avoid your app at all costs. Again when was the new 2 cloud back up policy implemented and (hmmmm) why?

"Finally, for security reasons we cannot provide support via public channels and we suggest you contact our team to clear this out as soon as possible."
My Response: You have my real name. Gal should have my emails and chats on this matter. Balls in your court, I have wasted enough time AND MONEY!

Are use voiceover on my Apple iPhone and this app is not accessible with it. The website is not very accessible either. This is my third crypto wallet I’ve tried. To be honest, I cannot even get the app on my phone. It will not send me a referral link.

There’s a wonderfully cute kitty that lets you sign in. The app looks great but they’re running paid advertisements on a coin they do not carry. If they’re lying in their ads God knows what else they’re doing. I was super disappointed. Deleted the app immediately.

Allowed my money to be stolen. Provided zero technical support our follow up. Provided zero communication and follow up. By the way, alert for this survey woke me up. I was robed on this platform these people are complicit and an ininteresting in providing real help.

Only worked properly once, after which I was completely unable to restore my account even having a legit backup file stored on my cloud. Biometrics completely fails to even load now, rendering this app completely useless.

I had good faith but you know it’s a real whatever

Latest iphone, the app starts, displays a logo, and nothing happens after that. Restart phone or reinstall the app same result. Is it supposed to be working? How can it be a “wallet” if it randomly freezes like that.

2stars because it did work initially. Not anymore though.

So I downloaded this to help test the Libra dollars, NOT Libra cryptocurrency! And I had people move Libra into my account and right after I did that my Libra balance went to ZERO. I think this is a marketing scam to try to get people to move their legit BTC into this wallet. BEWARE. Looks like a joke.

This is scammer app don’t use there people tell you deposits Bitcoin and ethureum they will take out and
It’s scam app all scammer are working all fak one guy bullcrypto also scam they are trying to scam the people deposit Bitcoin or ethureum in there account and you never get back plz beware of this app

My money is stuck here because false disclosure .. Louisiana cant do a transfer , can’t sell coins.. you knew My account when I set it up.. I need my money. Your regional incompetence should be disclosed up front AND your 50 buck minimum to transfer .. you’ll take less than 50 but you won’t release the same amount.. I want my money

So many fees your losing 10% BEFORE YOUR MONEY GETS WHERE ITS GOING BEWARE! I see why everyone’s pushing crypto SO HARD, it’s like gambling thru a bookie. There’s ALWAYS GOING TO BE Fees every time you move or trade it so eventually the house just gets RICH OFF THE “JUICE” (fees for passing you money from one hand to another)! SUPER BAD INVESTMENT

This is a joke of an app. It doesn’t even work to purchase bitcoins. It tells you before you purchase bitcoins you have to pass a security feature where it takes a picture of your face. The page takes 10 mins to upload and never uploads in the end. This is just a scam just to steal people’s information and identity and no real services are offered.

I do not recommend this application for anybody let alone a beginner. I have had the worst experience a complete nightmare working with these people. I'm trying to figure my account out. They tell me to go look at the guide. I do, guess what it's still not helpful so what does that mean? I need customer service to help me not to tell me to go look at the guide again.

At first I really liked the app. It made moving from crypto to crypto really easy and the zengo team were always quick to respond in assistance. I thought it was weird that you couldn’t use a visa debit card in PayPal or Apple Pay which was unfortunate and a bit suspicious. Also I can’t sell my crypto because I am in the United States. Would definitely use a different wallet if you’re in the states.

I was unable to use this app because it refused to connect to my iCloud account to save private keys. The support team just asked me to restart my phone like 18 times then gave up. Save your time and go with a more credible source for storing and purchasing crypto.

Editing to respond to dev comment:
iCloud is active storage has 3gigs available. Phone is an iPhone13 app still refuses to work. I’ve uninstalled.

This app is NOT safe. I had issues with my phone and if Apple doesn’t back up then they do literally nothing to get your account/funds. I can’t login and they CAN see it’s backup but apparently can’t do anything to help me login without the file they CAN see but is missing from my phone. They will not do anything to make sure you have access to your own money. It feels like this app is a scam and just takes your money

Don’t waste time investing with a wallet that doesn’t allow you to withdraw into US Dollars. If you actually made anything substantial on your crypto investment, you’d have to jump through hoops to get your hands on your money. The makers of this app don’t want you to know that. PS: their support team is rude when you figure this out. Don’t waste your time or money on this “cute” app. Nothing “zen” about not having access to your investment.

There’s a very bad problem with this app I downloaded a big ago so I’ve made an account and I was about to deposit some crypto but I decided to download it on my other second phone and iPad and when I input my email and got a link to log in it said “welcome back and you got new wallet address but don’t worry you didn’t have any funds” now that was rude but the weird thing is that it has my same “email address and face map security for two different account really bad”

EDIT: In response to the developer, you are incorrect. Something is up with your system. I checked the prices in all 3 apps within 1 minute of one another. And for some reason, your “miner fee” was through the roof. I completely understand how it works, so you must be the one confused. I invite you to try again later.

Cash app network fees show 1.50 for sending $100.
Coinbase fees show 2.20 for sending $100.
What’s Zengos fee? 19.75 in network fees to send $100. Stay away from this app.