As a licensed financial institution, ZEN.COM must verify every user. It’s what keeps your account, and everyone’s money, safe. When it’s time to confirm your identity, you’ll see a message about it in your ZEN.COM app.
Before we start
Verification usually takes just a few minutes when everything’s ready. Make sure you have:
- A valid, undamaged, and non-expired identity document from our list of supported documents.
- A quiet, well-lit place for your face scan.
- A stable internet connection.
These small details make it easier for the system to clearly capture your photo and read your document.
Tips for successful verification
Sometimes identity checks don’t go through on the first try. It can happen if details don’t match your document or if the photo isn’t clear enough. Here’s how to complete the verification smoothly and avoid common mistakes:
-
Choose the correct document type.
Select the exact type of document you’re using from the list in the app if needed. The category must match your document and be issued by a supported country. -
Enter your details exactly as on the document.
Type your full name, all middle names, and surname exactly as they appear. Avoid nicknames or shortened forms. Accurate spelling helps the system recognise your data. -
Use a valid, clear document.
We can’t accept handwritten, expired or damaged identity documents. Check the document for cracks, glare, or marks before you take a photo. -
Capture the whole document.
Fit all four corners into the frame and place it on a flat surface. This makes the image sharp and easy to read. -
Don’t scan documents from a screen.
Avoid taking photos from a computer screen or another phone. -
Make sure the photo is sharp.
If it looks blurry, retake it until every detail is visible. Clean your camera lens if needed. -
Position your face correctly.
When prompted, align your face within the frame and follow the on-screen guidance. -
Show your full face.
Remove hats, glasses, or masks before the photo. Make sure nothing covers your eyes or facial features. -
Use good lighting.
Stand facing the light source, so your face is evenly visible. Natural daylight works best.
If your verification doesn’t go through
If your verification still fails, we’ll help you find the reason and finish the process.
When creating a new ZEN account or updating documents
Check one of the following articles for tailored guidance:
- My identity verification failed - I can't register or verify
- I see the message “We need more time to verify your identity”
When logging in to an existing ZEN account
Do you need help? We are always here for you:
- in ZEN.COM app support chat (open the link on your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, make sure that the ZEN.COM app is allowed to send push notifications on your mobile device.
- in ZEN.COM Help Center chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Center to start a chat.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.