Having an account or feature limited can feel unexpected. These checks are part of standard security procedures required for all financial institutions in the EU, and they help keep your money and data safe. Here’s what the message means and how to move forward.
What to do when you see “This feature has been limited”
Start by opening the ZEN.COM app and reading the message on the screen. When possible, the app will explain the reason for the limitation and how to unlock the feature.
If the app doesn’t show any steps, try the following:
- Check your email inbox, including Spam.
- Look for a message from hello@zen.com. We may need a bit more information or supporting documents to confirm recent activity.
If we’ve asked for documents, reply directly to that email, or notification. Make sure the photos or scans are clear, valid, and not expired.
What happens after you send the documents
Once you reply, the review usually takes around 3 days. Our team works 24/7, so your case continues moving even outside business hours.
After the review, one of the following may happen:
- Your account or feature is unlocked, and everything works as before.
- Your account is closed, if regulations require it. If this happens, you’ll still be able to withdraw your remaining balance to another bank. For details, see I’ve got a message “We have to close your account”.
We appreciate your patience during these checks. If you’d like to understand more about how ZEN.COM keeps your account secure, you can visit the Safety section of the Help Center.