Question
I received a notification that my identity document is expiring soon or has expired. How can I update my document to continue using ZEN?
Answer
As a licensed financial institution, we are obliged to keep up-to-date information regarding our Clients. This is why when an expiration date is approaching for the document you used when registering a ZEN account, we will send you a notification to update your document. You can use the ZEN app with no restrictions for up to 60 days after the document has expired — after this time, we will have to restrict the access to your account until new documents are provided.
How to update the document?
- Make sure you already have a new document with you before starting the verification. You cannot use the old document to verify your identity again.
- Tap the notification you received from the ZEN app. It is also available on the home screen after logging in to your ZEN account. You may need to update your ZEN app to the new version to update the document — we will inform you if it's needed.
- Follow the on-screen instructions to update your document data. During the process, ZEN app will need 3 photos from you — selfie, front of the document, and back of the document. You may need to choose the country that issued the document, or confirm your name and surname.
- Wait for the verification result — it usually takes up to a few minutes to complete.
- Done! Thank you for helping us keep the information up to date.
What to do if my verification failed, or needs to be checked manually?
If your expiring document verification failed, or needs to be checked manually, please click here to see dedicated articles.