I've got a message "We have to close your account"

Question

Why are you terminating my account? What is the reason for closing the account?

Answer

Following the results of regular activity review on your account, we may decide to permanently close your account in accordance with ZEN Terms for Individual Users or ZEN Terms for Business Users. If we decide to terminate your account, we will notify you via email accordingly. We understand this may not be the outcome you were hoping for, and we’re sorry for any disappointment this may cause. Please know that this decision is carefully considered and is final.

In the email titled “We have to close your account”, we usually disclose the reason for closing the account (specific clause of ZEN Terms). The most common reasons for permanent account closure are:

  • Installation of remote device management applications (e.g., AnyDesk, TeamViewer),
  • Opening an account at ZEN at the request of others,
  • Installing and using ZEN app on devices belonging to other persons,
  • Using an individual ZEN account for business-related activities,
  • Other breaches of our safety recommendations.

However, in accordance with our Policies, Terms and applicable law, in some cases, the reason for account closure unfortunately cannot be disclosed. We understand this situation can be frustrating and apologize for any inconvenience it may cause.

What should I do before my account is closed?

If you have any funds remaining in your ZEN account, you should transfer them from ZEN to another source via the ZEN app using a Bank transfer before your account closure date. If you don't transfer the remaining funds from the ZEN account in time, they will be moved to a temporary account. To collect them, you will then need to contact us at hello@zen.com.

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