In some cases, the process of verifying your identity when applying for a new ZEN account may fail for various reasons. This guide will help you understand what “Verification failed” messages mean and how to complete your verification successfully, so you can start using your ZEN account without delay.
I see the message “Verification failed” with the fail reason below it
If you see the message “Verification failed” together with a short explanation of what went wrong, follow the on-screen tips to correct it. Here are the most common causes and how to fix them:
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Choose the correct country that issued your document.
Sometimes the country where you live differs from where your ID was issued. Select the issuing country in the app. It ensures the document type is recognized correctly. See Countries supported for ZEN Personal account registration. -
Use a valid, clear document.
We can’t accept handwritten, expired or damaged IDs. Check the document for cracks, glare, or marks before you take a photo. -
Capture the whole document.
Fit all four corners into the frame and place it on a flat surface. This makes the image sharp and easy to read. -
Don’t scan documents from a screen.
Avoid taking photos from a computer screen or another phone. Use your original physical ID instead. -
Make sure the photo is sharp.
If it looks blurry, retake it until every detail is visible. Clean your camera lens if needed. -
Position your face correctly.
When prompted, align your face within the frame and follow the on-screen guidance. -
Show your full face.
Remove hats, glasses, or masks before the selfie. Make sure nothing covers your eyes or facial features. -
Use good lighting.
Stand facing the light source, so your face is evenly visible. Natural daylight works best.
I see the message “Verification failed. We are currently unable to create an account for you”
If you see the message “Verification failed. We are currently unable to create an account for you”, and the buttons “Try again” or “Contact us” are no longer visible in the ZEN.COM app, please see:
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.