We understand that seeing the message “Verification failed. We’re unable to open an account for you due to requirements not being met.” when registering a new ZEN account is not the result you expect. Here’s what it means and what you can expect next.
Which situation are you in?
- I see a message that my account cannot be created → continue below
- I already have a ZEN account and I’m asked to take a selfie during login → see Why do I need to verify my identity again during login?
- My identity verification failed during login → see My identity verification failed when logging in to a ZEN account
- I'm creating a new account → see How to verify your identity in the ZEN.COM app
What does “requirements not met” mean?
Keeping our customers and their money safe is our top priority. When you open a new account, we carefully check and verify all the details you've provided.
This message appears when we can’t complete your verification according to security and compliance requirements.
To open a ZEN account, you need to meet certain conditions, such as having a supported ID, country of residence, and contact details (phone, email, home address). We verify the information provided during account registration with external sources. These automated checks are a standard part of financial safety rules. They help protect both you and ZEN.COM from misuse and fraud.
Unfortunately, sometimes we have to deny opening an account as a result. It’s part of our legal and regulatory responsibilities. Even though it can feel disappointing, these steps ensure your data and funds stay secure.
Can I try the verification process again?
If you received this message during registration, the application can’t be restarted. Under our Terms and Conditions and applicable laws, we’re not able to share the specific reason for this decision or offer a new verification attempt with the same details.
We know this isn’t the result you hoped for. Thank you for your patience and understanding.
If your account is already active
If you already have a ZEN account and your verification fails during the face verification process, please see: Identity verification on my active ZEN account failed.
See also: My verification failed because of blurry ID, or mismatching data