Getting a message about tax residency can feel unexpected, but it’s just a routine compliance check. Here’s why you received it and what to do next.
Why did I receive this message?
If you received a notification or email asking you to confirm your tax residency, it means we need some additional information about your tax status.
This is a standard process required under international tax reporting regulations, including CRS and FATCA. Financial institutions may periodically ask customers to confirm or update their tax residency details to keep records accurate and compliant.
The request is not related to any specific transaction, activity, or action on your account.
You may receive this request if:
- we need to confirm your tax residency details, or
- some information is missing or needs to be updated
Providing this information helps keep your account compliant and fully active.
What should I do?
To complete the confirmation:
- Open the notification you received in the ZEN.COM app.
- Fill in the requested information.
- Submit the form.
The process should only take a few minutes.
The notification doesn’t work
If the notification does not open or work correctly:
- try opening it again after a few moments
- update the ZEN.COM app to the latest version
- close and reopen the app, then try again
I don’t have a ZEN account. Why did I receive the message?
Receiving this message may be confusing, but it usually means a ZEN account may already be registered in your name.
The account may have been created when you used ZEN.COM services through Binance. You may also have opened it earlier and forgotten about it.
Follow the account recovery guide to regain access. Our Support Team can also help you. Write to hello@zen.com and include:
- your previous phone number with the country code, for example 🇩🇪 +49, 🇬🇧 +44, or 🇵🇱 +48, if you remember it
- your current phone number with the country code
You may need to complete additional verification so we can confirm that the account belongs to you.
What happens if I don’t complete the form?
Tax residency confirmation is required under international regulations such as CRS and FATCA.
If the requested form is not completed, your account may be temporarily restricted and could eventually be closed in line with regulatory requirements.