Question
ZEN needs more time to verify my identity. Do I need to send any additional information?
Answer
If you see the screen with the information, “We need more time to verify your identity. As soon as we finish, we will send you a push notification. In the meantime, you can sit down and relax”, it means that verifying your documents is taking a little longer than we expected, and we may need to check your data manually.
Please keep an eye on the email and phone number you used to register with, as our team may contact you via those channels. In the meantime, you do not need to send any additional documents, unless otherwise stated in the email messages from ZEN. Thank you for your patience!
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.
See also: My verification failed because of blurry ID, or mismatching data