Question
I see “Unlock your transaction” next to some of my transfers in the ZEN.COM app. How can I learn more about manual checks of transactions made via ZEN.COM?
Answer
When making transactions via ZEN.COM, every payment is checked by our automatic monitoring systems. It's a standard procedure that every bank and financial institution in the European Union needs to complete.
If a transaction requires a manual check, we make sure it's handled as soon as possible. In such situations, you will see the “Help us finish the transaction” section and “Unlock your transaction” messages next to selected payments in your transaction history in the ZEN.COM app. Please make sure to check your e-mail inbox, including the SPAM folder, to see messages from us. To send the documentation we requested, please reply directly to the e-mail you received from us by using the “Reply” feature in your e-mail inbox.
Please note that ZEN Customer Support does not have any additional information on transaction and account checks.
What happens after I send the documents?
Usually, the verification process takes around 3 days after you send the requested information to us. Verifications are conducted 24 hours a day, 7 days a week. Following the review of documents, we may:
- Complete the transaction — you will see the “Completed” status in the ZEN.COM app.
- Decline the transaction — funds will be returned to the sender (if a transfer was made from your ZEN.COM account, funds will return to you).
We appreciate your understanding during the routine checks. To learn more about ZEN.COM Safety features, please see the Safety section of our Help Center by clicking here.
See also: What are the legal grounds for conducting the verifications?