My verification failed because of blurry ID, or mismatching data

Issue

When trying to open a ZEN account, I see "Verification failed. Your name doesn't match the one on your identity document. The photo of your ID doesn't match the selected document type" or "It seems that something went wrong. Some information you provided may not be correct. Please click correct to review them or contact us" screens. What do they mean? How can I get verified?

Answer

In some cases, the process of creating a ZEN account may fail for various reasons. We are here to help you complete your registration.

  1. If you see the message "Verification failed. Your name doesn't match the one on your identity document. The photo of your ID doesn't match the selected document type", or "Blurry ID" please follow the on-screen recommendations:
    • Make sure you've entered exactly the same data in the ZEN application form, as visible in your document (for example full name instead of diminutive, all names visible in the document entered in the correct app fields).
    • Choose the correct document issuing country (country where the document was issued may be different than the country you currently live in, see: Countries supported for ZEN Personal account registration).

  2. If you see the message "It seems that something went wrong. Some information you provided may not be correct. Please click correct to review them or contact us", please double-check the data provided in the app with the data on your document, or contact us to help.

  3. If you do not see the "Try again", or "Contact us" buttons, please see: My verification failed because of exceeded number of attempts.

Do you need help? We are always here for you:

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