Your account may have been blocked for a few of reasons. Here are the three most common reasons and what to do to get shopping again.
ID Verification required for registration: This block arises during registration and requires you giving proof of identity. All you need to do is verify your email address, successfully add your debit card and on some occasions provide proof of identity.
Missed payment: Simply head over to your Zilch app and go to “Purchases and Payments”. Select your open purchases and choose the instalment that is overdue. Pay an instalment or pay it all now? It’s up to you! This will remove the block and you’re good to go. Please be assured that we’ll never charge you any late fees, nor will late payment affect your credit score.
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Your debit card is lost of stolen: We have received a notification from your bank that your debit card is either lost or stolen. We’ll need some identification. Please provide one of the following photo IDs and a selfie.
Proof of ID:
- Passport
- Driving Licence (both sides)
- UK citizen card with pass logo (both sides)
- National ID (both sides)
All documents must be in date and we should be able to see your full document.
To submit them via your Zilch account, just head over to the Settings menu, select Profile and click “Go to Onfido”. Easy! The block will remain until the ID and Selfie have been provided.
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If these solutions are not related to you current issue, please reach out to our Customer Success team who will be happy to help you.