What to do if my identity verification during logging into the ZEN account fails?
Additional customer verification is sometimes necessary due to security reasons for customers who already have ZEN accounts. If for some reason verification fails, don't worry - we are here to help.
- If you see the message "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 try. Be aware that light should be in front of you (not behind) so that the face is visible, keep your face in the white frame, and follow other recommendations described here: Additional account verification.
If multiple attempts fail for various reasons, you will see the message "Identity verification failed. For security reasons, access to your account has been blocked". We'll do our best to help you and you will receive instructions to your e-mail address on how to verify in another way. This email will contain a link to a form where you can report a problem. It usually takes a few days to process your ticket, no additional action is required on your part. If we need more information, we will contact you via e-mail.
Do you need help? We are always happy to help you in ZEN app support chat (open the link from your mobile device, we usually respond within 2-3 minutes) or by email firstname.lastname@example.org (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.