Having your account, money, or some features blocked or limited can feel unexpected, especially if you can’t withdraw or send a transfer. These verification checks are part of standard security procedures required for all financial institutions in the EU, and they help keep your money and data safe. Here’s what the message means and what you can do next.
What to do when you see “This feature has been limited”
Start by opening the ZEN.COM app and reading the message on the screen. When possible, the app will explain why the account, funds, or feature is limited and how to unlock it.
You may see an "Unlock your account" or similar notification. Tap it to open your cases in the app, where you’ll find detailed messages and next steps.
To open your cases manually:
- Log in to the ZEN.COM app.
- Tap the question mark icon in the top-right corner to open Customer Lounge.
- Select "My cases" to check if we need any information from you.
If the app doesn’t show any steps or ongoing cases, try the following:
- Check your email inbox, including Spam.
- Look for a message from hello@zen.com. We may need a bit more information or supporting documents to confirm recent activity on your account.
If we’ve asked for documents, reply directly to the email or follow the instructions in the app notification or case. Make sure the photos or scans are clear, valid, and not expired.
How long the verification takes
We usually complete each stage of the verification within 72 hours.
This means:
- If we don’t need any additional information from you, we usually complete the verification within 72 hours.
- If we need more information or documents, we usually contact you within that same 72-hour period.
- After you send the requested information or documents, we usually review them within another 72 hours.
- If we need you to provide anything else after reviewing your response, a new 72-hour review period starts after each reply you send.
Our team reviews cases 24/7, so the verification can continue outside regular business hours.
What happens after you send the documents
After the review, one of the following may happen:
- Your account, funds, or selected features are unlocked, so you can use them again.
- Your account is closed if regulations require it. If this happens, you’ll still be able to withdraw your remaining balance to another financial institution. For details, see: I’ve got a message “We have to close your account”.
We appreciate your patience during these checks. To learn more about how ZEN.COM keeps your account secure, visit the Safety section of the Help Center.