• Countries supported for ZEN Personal account registration

    Question

    Which documents may I use to verify my identity in ZEN? In which country can I open a ZEN Individual account?

    Answer

    The types of identity documents we accept for identity verification vary depending on your nationality. If your identity documents are not currently supported, or your country is not visible on the list below, we won’t be able to offer you an account with us at this time. However, we regularly update our list of accepted documents, so you can check back later to see if yours has been added.

    The full list of supported countries is also available here ('List of permitted jurisdictions for onboarding'*).

    Important: Starting December 31, 2023, we at ZEN temporarily do not onboard new customers residing in the UK. This will likely change in the very near future and we'll keep you updated.

    Documents and countries supported for identity verifications are:

    Country ID Card Passport Residence Card* Driver's License
    Andorra      
    United Arab Emirates    
    Armenia    
    Austria
    Australia  
    Aland Islands      
    Belgium
    Bulgaria
    Bhutan    
    Canada    
    Switzerland    
    Chile    
    Cyprus
    Czechia
    Germany
    Denmark
    Estonia
    Spain
    Finland
    France
    Georgia    
    Guernsey      
    Gibraltar  
    Greece
    South Georgia and the South Sandwich Islands      
    Heard Island and McDonald Islands      
    Croatia
    Hungary
    Indonesia      
    Ireland
    Israel    
    Isle of Man      
    Iceland  
    Italy
    Jersey      
    Japan    
    Republic of Korea    
    Liechtenstein
    Lithuania
    Luxembourg
    Latvia
    Monaco  
    Moldova    
    Montenegro    
    Malta
    Norfolk Island      
    Netherlands
    Norway
    New Zealand    
    Oman      
    Poland  
    Portugal
    Romania
    Sweden
    Singapore    
    Slovenia
    Svalbard and Jan Mayen      
    Slovakia
    San Marino    
    Turkey    
    Taiwan      
    Ukraine    
    United States Minor Outlying Islands      
    United States of America      
    South Africa    

    * Only a residence permit that comes in the form of a plastic card is accepted. A visa, a residence permit not in the form of a plastic card (for example, a stamp in a passport, an electronic confirmation of a residence permit), or another document on the temporary stay of a foreigner cannot be used for registration.

    See also: Countries supported for ZEN Business account registration

  • Opening a new ZEN account after closing the old one

    Question

    Can I open a new ZEN account after I close the old account? Can I open a new ZEN account if I received the email "We have to close your account" from ZEN?

    Answer

    If you decide to close your own ZEN account, you may submit a new account application after your previous account is closed (there is a one-month notice effective at the end of the next month). Please make sure your identity documents and country are supported for new account creation in this article.

    If you receive the message "We have to close your account", it means that ZEN, based on the results of regular activity review on your account, decided to close your account following ZEN Terms for Individual Users. If the account is closed by ZEN, it means that it is closed permanently. Currently, there is no procedure that would allow you to reopen the account after a certain period, or use other personal data (including phone number or e-mail address). Please follow this article for any updates regarding this process.

  • Minimum age to become a ZEN Client

    Question

    Does ZEN offer children or teen accounts? What is the minimum age required to apply for an account?

    Answer

    Currently, ZEN can only be used by adults.

    The minimum age required to apply for an account is 18 years.

    See also: In which country can I open a ZEN account?

  • Using ZEN promo codes

    Question

    How do I activate a ZEN promo code for new clients? May I activate the code after the account has already been opened? Can the ZEN Support Team provide the list of active codes for me?

    Answer

    If you've received a valid ZEN Promotional Code from a ZEN Partner, you may activate it during the account registration process. To activate your ZEN Promo code, follow this tutorial:

    1. Download the ZEN app, open it, and choose the "ZEN Personal" button.
    2. Start the account registration process by setting the phone number, and passcode, verifying your identity, and selecting the reason for account opening.
    3. On a screen showing our Zenefits, choose the button "Use promo code":promo_code.PNG

    If the code you provided is valid and active, the free trial period on your new ZEN account will be automatically extended.

    Important! The promo code may only be applied during account registration. It cannot be entered later in the ZEN app after an account is created.

    ZEN Support Team cannot provide a list of currently active promo codes. You may find ZEN promo codes online on websites that partner with ZEN.COM.

    See also: What are ZEN subscription plans?

     

  • Identity verification in ZEN

    Question

    Why should I verify my identity? What are the tips for successful identity verification? What are the possible errors when verifying identity?

    Answer

    ZEN is a financial institution, and one of the primary responsibilities of financial institutions is to determine who their customers are. This happens not only at the time of account opening but also periodically during an already-established relationship. Therefore, from time to time, our customers may be asked to answer a few questions or resubmit identity documents. Please note that the verification process is powered by the external service provider.

    Verification tips:

    • make sure that the document you have matches the selected document type,
    • check that the data on the registration form matches the data on the document,
    • verify that the document isn’t damaged, invalid, or expired,
    • fit the document into the frame so that all four corners are visible,
    • do not scan the document and your photos in any other way (e.g., from a computer screen),
    • ensure the photo of the document is of good quality (the photo should not be blurry or out of focus),
    • place your face right in the indicated frame to scan it correctly,
    • do not cover any part of the document or your face.

    See also: My identity verification failed

  • Longer verification of account application

    Question

    ZEN needs more time to verify my identity. Do I need to send any additional information?

    Answer

    If you see the screen with the information "We need more time to verify your identity. As soon as we finish, we will send you a push notification. In the meantime, you can sit down and relax", it means that applying for a ZEN account may take a little longer.
    image_2024-01-22_16-45-07.png

    Keep an eye on the email and phone number you used to register with, as our dedicated department may contact you via those channels. In the meantime, you do not need to send any additional documents, unless otherwise stated in the email messages from ZEN.

    See also: My verification failed because something went wrong

    Do you need help? We are always happy to help you in ZEN app support chat (open the link from your mobile device, we usually respond within 2-3 minutes) or by email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.

  • My verification failed because something went wrong

    Issue

    When trying to open a ZEN account, I see "Verification failed. Your name doesn't match the one on your identity document. The photo of your ID doesn't match the selected document type" or "It seems that something went wrong. Some information you provided may not be correct. Please click correct to review them or contact us" screens. What do they mean? How can I get verified?

    Answer

    In some cases, the process of creating a ZEN account may fail for various reasons. We are here to help you complete your registration. 

    1. If you see the message "Verification failed. Your name doesn't match the one on your identity document. The photo of your ID doesn't match the selected document type", please follow the on-screen recommendations.
      Make sure you've entered exactly the same data in the ZEN application form, as visible in your document (for example full name instead of diminutive, all names visible in the document), and chose the correct document issuing country (country where the document was issued may be different than the country you currently live in).
      mceclip0.png
    2. If you see the message ''It seems that something went wrong. Some information you provided may not be correct. Please click correct to review them or contact us'', please double-check the data provided or contact us to help.
      mceclip1.png

    Do you need help? We are always happy to help you in ZEN app support chat (open the link from your mobile device, we usually respond within 2-3 minutes) or by email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.

  • My verification failed because of exceeded number of attempts

    Issue

    I'm trying to verify my identity in ZEN, but I see the error "Verification attempts exceeded".

    Answer

    If you face the error message "Verification attempts exceeded" in the ZEN app while applying for a ZEN account, it means that unfortunately, we are unable to create an account for you at this time.

    This verification result appears after multiple unsuccessful attempts to verify your identity during the registration process. We can’t re-enable your onboarding to let you make additional verification attempts. We apologize for any inconvenience caused.

    See also: Longer verification of account application

  • My verification failed and ZEN is unable to open an account for me

    Question

    Why my verification failed when I was trying to open a ZEN account? What does "We are unable to open an account for you due to requirements not being met" mean? Can I try to go through the verification process again? Can I get a reason why ZEN can't open an account for me?

    Answer

    In certain situations, when trying to open a ZEN account, you may see the message "Verification failed. We are unable to open an account for you due to requirements not being met":
    mceclip0 (1).png

    This means that your account cannot be opened. This is because we at ZEN have strict security rules and obligations to our service providers. Unfortunately, in such cases the decision is final and you can't try to pass verification again, including via Customer support chat. Unfortunately, our Customer support team cannot provide you with the reasons for this decision. You can find more details by visiting the provided link.

    If you already have an account with a ZEN and your verification fails during the additional verification (reverification) process, please see "My identity verification failed".

  • Opening ZEN account in Ukraine

    Question

    What documents should a citizen of Ukraine use to open an account with ZEN? Is it possible to open ZEN account in all regions of Ukraine?

    Answer

    To open an account with ZEN:

    1. If you are a resident of Ukraine* or other jurisdictions allowed to open a ZEN account, but do not yet have a temporary or permanent residence permit, you must use your Ukrainian biometric identity card or a Ukrainian international passport (for traveling abroad). You cannot open an account with ZEN using a non-biometric Ukrainian passport ("booklet passport"), driver's license, or a residence permit in Ukraine.idcard-1.png
    2. If you reside in other jurisdictions allowed to open a ZEN account and have a temporary or permanent residence permit in them, you should use this permit.

    * Keep in mind that there are restrictions on opening accounts for customers from non-government-controlled areas, including Donetsk, Luhansk, Zaporizhzhia, and Kherson regions. More information may be found here (external link).

    See also: 'In which country can I open a ZEN account?'

  • Can I invite a friend with a referral link?

    We are always happy when you recommend ZEN to your friends or family, however, at this time you can't do it through a referral link. We are constantly improving our services and this may change in the future.