If you see the message “We will verify your identity manually. As soon as we finish, we’ll send you a push notification. In the meantime, you can sit down and relax” it means your verification process may take a bit longer than usual.
You can safely close the ZEN.COM app. We’ll notify you as soon as your verification result is ready. This happens when we need to double-check your details to keep your account protected.
You don’t need to send anything extra for now. Just keep an eye on the email and phone number you used for registration. Our team will reach out if we need more documents. We understand waiting isn’t ideal, but this step helps keep your account secure. Thanks for your patience while we finish your verification.
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.
See also: My verification failed because of blurry ID, or mismatching data