Question
Why is my account blocked? Why are some features limited?
Answer
When using ZEN services, our client's activity is checked by automatic monitoring systems. It is a standard procedure that every bank and financial institution in the European Union needs to conduct.
What to do if my account or a feature of ZEN app is limited?
If you see the “This feature has been limited” screen in your ZEN app, make sure to read the explanation to see how to unlock your account or its features.
If no unlocking tips are available in the ZEN app, please check your e-mail inbox, including the SPAM folder, to see messages from us. While verifying your account activity, we may request additional information or supporting documents by sending an email from hello@zen.com. To send the documentation we requested, please reply directly to the e-mail you received from us by using the “Reply” feature in your e-mail inbox. When sending the documents, check if they are clearly visible, valid, and not expired.
What happens after I send the documents?
Usually, the verification process takes around 3 days after sending the requested data to us. Verifications are conducted 24 hours a day, 7 days a week. Following the review of documents, we may:
- Unlock the account and features — you will be able to make full use of your account again.
- Decide to permanently close your account — you will be able to withdraw the funds to another bank (see: I've got a message “We have to close your account”).
We appreciate your understanding during the routine document checks. To learn more about ZEN Safety features, please see the Safety section of our Help Center by clicking here.