Seeing “Unlock your transaction” under a payment means we’re completing a standard security check before finalizing your transfer. These checks help keep your account and funds protected, as required for all financial institutions in the European Union.
Why the “Unlock your transaction” status appears
When you make a transaction in ZEN.COM, our automated systems review it to confirm everything is secure and compliant. This process helps to:
- Protect you: If something unusual appears, the system pauses the transaction to make sure your money stays safe.
- Follow regional regulations: Every licensed financial institution must perform routine checks to verify transactions. Learn more about the law that applies to ZEN.COM and you here.
- Prevent misuse: Our technology is designed to detect patterns that might indicate unusual activity. When it does, we take appropriate steps.
What to do when you see “Unlock your transaction”
If a transaction requires manual verification, you’ll notice 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.
- Open your ZEN.COM app and check your notifications.
- Tap the message or expand the transaction details to open the related case.
- Follow the steps shown in the app to provide the required information. Depending on the case, you might be asked to answer a few short questions or upload specific documents directly in the app or via email.
Make sure to send all requested information through the channels indicated in the app.
Information
ZEN Support Team available via live chat doesn’t have additional insight into ongoing verification checks. You’ll receive an update as soon as the process moves forward.
Which documents can be requested
Not every case requires documents. Some checks are completed after answering a few short questions.
If document submission is needed, the message from us will clearly list what’s required. You can find the full list of acceptable documents here.
What happens after you send the documents or answer questions
Transaction verifications run 24 hours a day, 7 days a week. Typically, the process takes around 3 business days after you provide the requested details. In some cases, external factors may extend this time. If that happens, we’ll let you know.
Once your case is reviewed:
- If the transaction is approved: You’ll see the “Completed” status in the app, and the transfer will be processed.
- If the transaction is declined: Funds will be automatically returned to the sender. If you initiated the transfer from your ZEN.COM account, the amount will return directly to your balance.
These checks are a regular part of secure payment processing and ensure your transactions stay protected.
You can learn more about ZEN.COM’s safety measures in the Safety section of our Help Center.
For Business customers
The first Company Member who sends the documents or answers questions is assigned to the case.
Only that person can complete the questionnaire and receive further messages about the transaction.
What if I don’t respond to the notification
If no response is provided within the specified timeframe, the transaction may not be processed. In such cases, the funds will return to the sender. We may also start an additional verification to confirm your contact information is up-to-date. Read more about what happens if we don’t receive a reply here.