Seeing “Unlock your transaction” under a payment means we’re completing a standard security check before finalising it. These checks help keep your account and funds protected, as required for all financial institutions.
Why the “Unlock your transaction” status appears
When you make a transaction in ZEN.COM, our automated systems review it to confirm everything is secure and compliant. This process helps to:
- Protect you: If something unusual appears, the system pauses the transaction to make sure your money stays safe.
- Follow regional regulations: Every licensed financial institution must perform routine checks to verify transactions. Learn more about the law that applies to ZEN.COM and you here.
- Prevent misuse: Our technology is designed to detect patterns that might indicate unusual activity. When it does, we take appropriate steps.
What to do when you see “Unlock your transaction”
If a transaction requires manual verification, you’ll notice the “Help us finish the transaction” section and “Unlock your transaction” messages next to selected payments in your transaction history in the ZEN.COM app.
- Open your ZEN.COM app and check your notifications.
- Tap the message or expand the transaction details to open the related case.
- Follow the steps shown in the app to provide the required information. Depending on the case, you might be asked to answer a few short questions or upload specific documents directly in the app or via email.
Send all requested information using the method shown in the app.
Information
Verifications are handled by a separate team, and your case stays with them until it is resolved. Our Customer Support agents don’t have access to ongoing verification details, so they can’t check its progress or speed up the process.
Where to look instead:
- Transaction history: Check the current status of your transaction in the ZEN.COM app.
- Notifications: We’ll message you when there’s a decision or if we need anything else. Make sure push notifications are turned on.
Which documents may I need to provide?
Not every case requires documents. Some checks are completed after answering a few short questions. If you need to provide documents, the message from us will clearly list what’s required. You can find the full list of acceptable documents here.
How long transaction verification takes
Transaction verifications run 24 hours a day, 7 days a week.
A verification period usually takes up to 72 hours. During this time, we will either:
- complete the verification without needing anything else from you, or
- ask you to answer questions or provide documents if we need more information.
If we ask you for information or documents, a new 72-hour review period starts when you send your response. If we need anything else after reviewing it, we’ll contact you again. Once you respond, another 72-hour review period starts.
In some cases, external factors may extend these timeframes. If that happens, we’ll let you know.
To keep your verification moving:
- Send everything we asked for in one go. The review starts once we have the full set.
- Check your app notifications and email, including your spam folder. We may ask you for additional information.
- Contact us about the case through one channel. Contacting us through several channels at the same time may slow the process.
- Starting a new transaction won’t replace the one being checked. The original verification will continue.
Once the verification is complete:
- If the transaction is approved, you’ll see the “Completed” status in the ZEN.COM app, and the transaction will be processed.
- If the transaction is declined, the funds will be automatically returned to the sender. If you initiated the transaction from your ZEN.COM account, the amount will return directly to your balance.
These checks are a regular part of secure payment processing and ensure your transactions stay protected.
You can learn more about ZEN.COM’s safety measures in the Safety section of our Help Center.
For ZEN Business customers
The first company member who sends the documents or answers questions is assigned to the case.
Only that person can complete the questionnaire and receive further messages about the transaction.
What if I don’t respond to the notification
If no response is provided within the specified timeframe, the transaction may not be processed. In such cases, the funds will return to the sender. We may also start an additional verification to confirm your contact information is up-to-date. Read more about what happens if we don’t receive a reply here.