Verifying your source of income helps keep your account secure and ensures your payments work smoothly. It’s a standard requirement for financial services in the European Union and the UK.
Important
ZEN Support Team in live chat doesn’t have access to updates about ongoing verification checks. You’ll receive an update as soon as the process moves forward.
Why we ask about your income
From time to time, you may see questions in the app or be asked to share documents via e-mail. This helps confirm where your money comes from. It’s required by law and supports everyday account monitoring.
We only ask for information that’s needed to complete the check. Nothing extra.
These checks are a normal part of using financial services. They can happen at any stage, not only when you open your account.
If we contact you, it doesn’t mean something is wrong.
It simply means we need a bit more information to keep everything running safely and smoothly.
You can learn more about ZEN.COM’s safety measures in the Safety section of our Help Center.
When you see “Confirm your sources of income”
You might notice this notification in your ZEN.COM app if your account needs verification.
Here’s what to do:
- Open your ZEN.COM app and check notifications on the "Home" screen.
- Tap the message to open your case.
- Follow the steps shown in the app.
Depending on the situation, you may be asked to:
- answer a few short questions
- upload documents in the app or send them by email
Make sure you send everything through the channel shown in the app. This helps us review your case without delays.
What happens after you send the information
Once you provide the requested details, the review starts right away.
Most checks take around 3 business days. In some cases, it may take longer due to external factors. If that happens, we’ll let you know.
You’ll see the result and next steps directly in the app.
What if you don’t respond
If you don’t respond within the given timeframe, your account may be temporarily restricted.
We may also carry out an additional check to confirm your contact details are still up to date.
See also: