Your Zip account may be placed on a temporary hold and remain in this state until additional information has been provided, typically this requires completion of an identity verification check.
The identity verification step can be completed within the Web Wallet or Zip app, however, depending on the reason for the hold this option may not be available.
To complete this step:
- Click on the relevant account tile (Zip Pay or Zip Money)
- Select > Your account is on hold >
- Select 'Verify'
If this option is not available further information may be required, if this is the case please reach out to our Customer Experience Team below.
Please note: Once completed, the review will be assessed as soon as possible. We cannot give you an exact time frame on this issue, however, we will reach out to you via email once the assessment has been completed.