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](https://support.casa.io/knowledge/zerohash-permitted-and-restricted-jurisdictions?hsLang=en). 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**.