If your identity check fails while signing in, it usually just means the system couldn’t get a clear match. Here’s how to fix it and get back into your account safely.
This guide covers situations where verification fails after you already have a ZEN account. If you’re registering a new account and verification doesn’t go through, see How to verify your identity in the ZEN.COM app instead.
Why additional verification might appear
Sometimes, ZEN.COM may ask existing users to verify their identity again for security reasons. For example, to confirm it’s really you accessing the account. This helps keep your funds and data safe. Learn more about identity verification when logging in to the ZEN.COM app here.
If verification fails, follow the steps below, depending on the message you see.
If you see “Identity verification failed. Make sure your surroundings are bright enough. Show your face clearly, without a hat, a mask, or sunglasses.”
You still have a few more attempts to complete the process successfully. Before retrying:
- Make sure the light is in front of you, not behind, so your face is clearly visible.
- Remove anything that could block facial recognition, such as hats, masks, or sunglasses.
- Keep your face centered in the white frame.
- Follow the on-screen recommendations for the best results.
Following these steps increases the chance of a successful scan and helps you regain access faster.
If you see “Identity verification failed. For security reasons, access to your account has been blocked.”
This message appears when multiple verification attempts fail. In this case, access to your account is temporarily blocked for your protection.
You’ll receive an email from ZEN.COM with detailed instructions on how to verify your identity another way.
The email includes a secure link to a form where you can confirm your details and regain access. Check your inbox and spam folder for our email so you don’t miss the verification link.
It usually takes a few days for our team to review your submission. You don’t need to take any extra action during this time. If we need more information, we’ll contact you by email.
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.