Follow these rules for every document you upload. This way, we can review your documents the first time, without asking you to send them again.
We send our requests as tasks in the MY.ZEN.COM portal. Learn more in How does business verification work?
Which version of a document should you upload?
Always upload the latest version. We can't accept historical documents or documents that a newer version has replaced.
How do you make sure we can read your document?
- Include all pages, even those with only a stamp or signature
- Make sure all text is readable. A clear scan, photo, or downloaded PDF is fine
- Don't upload password-protected files
How recent does a document need to be?
Some documents, such as bank statements or proof of address, must be recent. Each task tells you which period we need.
Can you hide information in a document?
Don't edit, crop, or black out any part of a document.
If a document contains information you can't share, tell us in the task before you upload it.
Do you need to translate your documents?
No. We accept documents in the local language.
When does a document need to be certified or apostilled?
Some documents must be certified by a notary. If a document was issued in another country, it may also need an apostille or legalisation. This is an official confirmation that the document is valid abroad.
The task tells you when this applies.
Do you need to give us a tax or VAT number?
Yes. Send us your company's tax or VAT number. If your company doesn't have one, tell us why.
Can you send a document later?
Yes, but your review stays on hold until you upload it. Upload the document in the same task when it's ready.
Not sure which document to upload?
Ask us directly in the task. For other questions, 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 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.