Question
Why is my account blocked? Why are some features limited?
Answer
When using ZEN services, the client's activity is checked by our automatic monitoring systems. It's a standard procedure that every bank and financial institution in the European Union needs to conduct.
Verifications are completed 24 hours a day, 7 days a week. To ensure the safety of your funds and review your account activity, in some cases we may limit:
- Access to your account:
- Access to specific features of your account:
While verifying your account activity, we may request additional information or supporting documents by sending an email from hello@zen.com. Please make sure to check your e-mail inbox including the SPAM folder to see messages from us.
Following a review, we may:
- Remove limitations - 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 apologize for any inconvenience and appreciate your understanding. To learn more about ZEN Safety features, please see this section of our Help Center.