Additional account verification during login

Question

Why was I asked to re-verify my identity even though I am already a ZEN customer? What to do if my face reverification fails?

Answer

For security reasons, additional verification is sometimes needed for customers who already have a ZEN account:

1. After logging into the app, you will receive a step-by-step guide on how to conduct the verification.
   

   

2. It involves taking a selfie, which allows for the comparison of the customer's face with previously collected data.
   
   • Good Lighting is Essential. Dark rooms and light behind you can make it difficult for us to see your face. Be aware that lighting should be in front of you so that your face is visible. Keep your face in the white frame visible on the screen. During verification, take off your glasses, headphones, masks, and other items from your head.
     

     

   • Use a Good Camera and Internet connection. Sometimes, low camera quality and slow internet connection are the reasons of a failed verification. An old smartphone with a low-quality camera can impact your picture’s quality. If you have a new device but still face a picture quality issue, check the lens - it may be dirty. Apart from this, don’t forget to check your internet connection.
3. The whole verification process is quick and usually doesn't take longer than a few minutes. Once verification is successfully completed, you can immediately use your ZEN account again. 
   

   

4. If, for some reason, verification fails, please follow the recommendations described in the article: My identity verification when logging in to my active ZEN account failed