Sometimes, even if you already have an active ZEN account, you may be asked to verify your identity again when you log in. This extra step confirms it’s really you and helps protect your funds and personal data. It’s used only to confirm access to your existing account.
Which situation are you in?
- I already have a ZEN account and I’m asked to take a selfie during login → continue below
- My identity verification failed during login → see My identity verification failed when logging in to a ZEN account
- I'm creating a new account → see How to verify your identity in the ZEN.COM app
- I see a message that my account cannot be created → see My verification failed and ZEN.COM is unable to create an account for me
Why is re-verification needed?
Additional verification can be triggered for security reasons. It’s a standard safeguard when something about your login needs a quick double-check.
You may see this step if:
- You log in on a new phone
- You recently changed your phone number
- We detect unusual activity and need an extra check for safety
How the verification works
After you log in, the app will guide you step by step. You’ll be asked to take a selfie so your face can be compared with the data already on file.
Taking a selfie usually takes a few seconds to a minute. If the app keeps loading or doesn’t finish, try closing and reopening the app, checking your connection, or updating the app before trying again. If it still doesn’t appear, contact our Support Team.
Can I verify another way?
Right now, identity re-verification during login is only done with a selfie.
This helps us quickly confirm it’s really you and keep your account secure. Once the check is completed, you can continue using your account as usual.
Set up your environment
Good lighting makes the biggest difference. Keep the light in front of you, not behind. Avoid dark rooms or strong backlight, and keep your face fully visible inside the white frame on the screen.
Before you start, remove glasses, headphones, masks, or anything else covering your face.
Check your device and connection
Use a device with a working camera and a stable internet connection. Older phones or low-quality cameras may affect the result. If you’re using a newer device and still run into issues, check whether the camera lens is clean.
Also, make sure the ZEN.COM app has permission to access your camera and microphone. Without this access, the verification can’t continue.
If you have trouble completing the selfie, or you see errors
- Try cleaning your camera lens
- Keep your device steady, use a tripod, or rest your phone on a stable surface
- Keep your face centered in the frame
- Retry in good daylight
- Don’t switch to another app during the process
- Restart your device to refresh its memory
- Make sure you're not using the VPN connection when using the ZEN.COM app
- Update the ZEN.COM app to the newest version before trying again
- If possible, try another phone
What happens next
Once the verification is completed successfully, you can continue using your ZEN account as usual.
If verification fails
For security reasons, repeated failed attempts may temporarily block access to your account.
If this happens, see: My identity verification failed when logging in to a ZEN account