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.
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 - especially name and surname).
- Choose the correct document issuing country (country where the document was issued may be different from the country you currently live in, see: Countries supported for ZEN Personal account registration).
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 if the data provided in the app and the data on your document are exactly the same (e.g. full name instead of diminutive, all names visible in the document entered in the correct app fields - especially name and surname).
Do you need help? We are always here for you:
- in ZEN app support chat (open the link from 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, please make sure that the ZEN app is allowed to send push notifications on your mobile device.
- 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.