My ZEN account or certain feature is blocked

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:

We apologize for any inconvenience and appreciate your understanding. To learn more about ZEN Safety features, please see this section of our Help Center.

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