Section 9: Security and Your Responsibilities
Last updated 27 August 2026
9.1 What We Do
We protect the platform with encrypted connections, hashed credentials, multi-factor authentication, device recognition, cold storage for the bulk of custodied assets, rate limiting, automated fraud monitoring and continuous logging. Security is a permanent programme, not a finished feature.
9.2 What You Must Do
- Choose a strong, unique password that you do not use anywhere else.
- Turn on two-factor authentication and store your backup codes offline.
- Keep your App PIN, two-factor codes and one-time passwords entirely to yourself.
- Review your authorised devices and remove any you do not recognise.
- Keep your phone locked, updated, and free of software from untrusted sources.
9.3 We Will Never Ask for Your Codes
No Zelencio employee, support agent, moderator or partner will ever ask for your password, App PIN, two-factor code, one-time password or recovery phrase. Anyone who does is an attacker, no matter what name, badge or logo they show you. Treat requests to install remote-access software, or to move a conversation off the platform, as an attack in progress.
9.4 Authorised Transactions Are Yours
A transaction authorised with your PIN and a valid two-factor code is treated as signed by you. Where you voluntarily gave your credentials to a third party, approved a transaction you did not understand, or acted on instructions from someone impersonating us, the resulting loss is yours. This is not a technicality — it is why we repeat the warning so often.
9.5 Compromised Devices
Zelencio is not liable for losses on a rooted, jailbroken or malware-infected device, because such modifications remove the operating system protections our app relies on. We may block access from a device that fails our integrity checks.
9.6 Report Immediately
If you suspect your account is compromised, use the in-app control to lock withdrawals and transfers, then contact security@zelencio.com at once. The speed of your report is often the difference between a blocked attempt and an irreversible on-chain withdrawal.
9.7 Responsible Disclosure
If you find a vulnerability, report it privately to security@zelencio.com and give us reasonable time to fix it. Do not access other users’ data, do not degrade the service, and do not publish the issue before it is resolved. Good-faith researchers who follow this will not be pursued by us.
9.8 Support, Zelencio AI and Live Agents
- Zelencio AI — live chat is first answered by our automated assistant. Its answers are general help, may sometimes be wrong, and are not financial, legal or tax advice. You can ask for a human agent at any time.
- Live agents — real Zelencio agents never ask for your password, App PIN, two-factor code or one-time password, and never ask you to send funds to them. Only trust agents inside the official Zelencio chat.
- Chats close automatically — a chat with no reply for a while is closed. You can start a new chat or open a ticket at any time.
- Chats are recorded — for quality, security and dispute handling, as explained in our Privacy Policy. Abusing support agents may lead to support restrictions.
9.9 Keep the App Updated
Updates fix security issues and keep your account safe. We may require you to install an update before you can keep using the app, and older versions may stop working. Always update from the official app store or zelencio.com.