We check every business before we open a ZEN Business account. As a licensed financial institution, we're required to do this, and it helps keep your money safe. This article explains each step of the review and how to reply to our requests.
What are the steps of the review?
- You send your application and your company documents.
- Each representative of your company verifies their identity.
- Our team reviews your application. If we need anything else, we create a task for you in the MY.ZEN.COM portal.
- We let you know our decision.
What do our requests look like?
Each request is a separate task in the MY.ZEN.COM portal. One task covers one topic, such as a single document or question. Depending on the task, you may need to:
- Send us information or an explanation
- Upload a document
- Fill in an online survey
- Download a questionnaire, complete it, and upload it
- Verify a person's identity using a secure link
To reply, open the task and answer there. You can attach files to your reply.
Who can reply depends on who the task is for:
- Task for your company: anyone with access to the MY.ZEN.COM portal
- Task for a specific person: only that person
How will you know we need something?
We email you each time we create a task or reply to you. The link in the email takes you straight to the task.
To make sure our emails reach you:
- Check that the email address in your application is correct
- Check your spam folder
We never ask for your passwords or card details.
What happens after you reply?
Reply to every open task. We can finish the review only when each task has an answer.
Once all your tasks are done, the review usually takes up to 3 working days. It can take up to 7 working days if your company has a complex ownership structure. Each time you reply to a new task, the count starts again.
We don't send an email when a task is completed. Check the progress bar in the MY.ZEN.COM portal instead. When it shows 100%, all your tasks are done. If anything is still missing, we'll ask in the same task.
What if we don't get the information we need?
We close your application. You can apply again whenever you're ready.
Have a question that isn't about verification?
Contact ZEN.COM Support using one of the contact methods below.
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 Centre chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Centre to start a chat.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via email, please send your message from the email address linked to your ZEN account.