In some cases, we ask you to complete a questionnaire. You'll find it in a task in the MY.ZEN.COM portal.
How do you complete the Sanctions Exposure Questionnaire (SEQ)?
The SEQ is an online survey in the MY.ZEN.COM portal. Answer every question to complete it.
If an answer is incomplete or unclear, we'll send the questionnaire back to you to complete.
How do you complete the questionnaire for crypto-asset service providers (VASPQ)?
- Download the questionnaire from the task in the MY.ZEN.COM portal.
- Complete it.
- Upload it to the same task, together with any documents it asks for, such as your AML policy.
How to correctly complete the questionnaire?
- Answer every question, even if the answer is "no" or "not applicable"
- Make sure your answers match your application and documents
- If a question is unclear, ask us for details in the MY.ZEN.COM portal task before you answer
Have a question that isn't about the questionnaire?
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 e-mail, please send your message from the email address linked to your ZEN account.