How to verify your identity in the ZEN.COM app

As a licensed financial institution, ZEN.COM must verify every user. It’s what keeps your account, and everyone’s money, safe. When it’s time to confirm your identity, you’ll see a message about it in your ZEN.COM app.

Tips for successful verification

Sometimes identity checks don’t go through on the first try. It can happen if details don’t match your document or if the photo isn’t clear enough. Here’s how to complete the verification smoothly and avoid common mistakes:

• Choose the correct document type.
  Select the exact type of document you’re using from the list in the app if needed. The category must match your document and be issued by a supported country.
• Enter your details exactly as on the document.
  Type your full name, all middle names, and surname exactly as they appear. Avoid nicknames or shortened forms. Accurate spelling helps the system recognize your data.
• Use a valid, clear document.
  We can’t accept handwritten, expired or damaged identity documents. Check the document for cracks, glare, or marks before you take a photo.
• Capture the whole document.
  Fit all four corners into the frame and place it on a flat surface. This makes the image sharp and easy to read.
• Don’t scan documents from a screen.
  Avoid taking photos from a computer screen or another phone.
• Make sure the photo is sharp.
  If it looks blurry, retake it until every detail is visible. Clean your camera lens if needed.
• Position your face correctly.
  When prompted, align your face within the frame and follow the on-screen guidance.
• Show your full face.
  Remove hats, glasses, or masks before the photo. Make sure nothing covers your eyes or facial features.
• Use good lighting.
  Stand facing the light source, so your face is evenly visible. Natural daylight works best.

If your verification doesn’t go through

If your verification still fails, we’ll help you find the reason and finish the process.

When creating a new ZEN account or updating documents

Check one of the following articles for tailored guidance:

• My identity verification failed - I can't register or verify
• I see the message “We need more time to verify your identity”

When logging in to an existing ZEN account

• Identity verification on my active ZEN account failed