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 is blocked?
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. 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:
- 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 the Safety section of our Help Center by clicking here.