April 7, 2026

Why is my Zero Hash account locked or not approved?

Account not approved during setup

If your account wasn't approved, here are the most likely reasons:

• Additional review required — You'll see an "Account Pending" message. Wait for an email from Zero Hash.
• Incomplete setup — The app will prompt you to "Finish account creation." Tap it and complete any missing steps.
• Unsupported jurisdiction — Check the list of supported countries. Zero Hash is not available everywhere.
• Identity verification failed — You may be able to retry in the app. If you've failed 3 times, Zero Hash may block further attempts.

For help with account setup, contact casa@zerohash.com.

Account locked after being active

Zero Hash may lock an account for several reasons:

• Bank account issues — ACH transactions that are returned or rejected can trigger a lock.
• Compliance concerns — Unusual activity, large or sudden transactions, or activity from a new location may flag your account for review.
• Flagged withdrawal address — If your Casa vault or Pay Key address is associated with a sanctioned entity or country, your account may be locked.
• Unauthorized returns — Zero Hash locks accounts when unauthorized returns are received to prevent further risk.

Important: Casa cannot unlock your Zero Hash account. All account lock queries must go to casa@zerohash.com.