Help
How Zik Pass works and what to do when something goes wrong.
Contact Zik Support
Describe the issue and get a private ticket link for replies. Support messages are readable by the support team. Never include your 24 recovery words, passphrases, PIN, ID images or payment details.
How support handles your requestAccepted ID
- UK or EU passport
- UK or EU photocard driving licence
- PASS-accredited proof-of-age card (e.g. CitizenCard, Validate UK)
- Biometric residence permit
Check the participating store’s accepted-ID policy before visiting.
Common questions
I lost both my phone and Zik Card.
Open /account-recovery/restore on your replacement device. If you saved a 24-word recovery phrase and enabled a backup, you can restore from it. Never put those words in a help ticket. Without a phrase or usable backup, support can explain fresh verification but cannot decrypt the lost Vault.
Can I get ZikPass online?
Digital Zik Pass starts with an in-person check: 99p one-off, free during Early Access. Physical Zik Cards cost £2.99 and are kept for life. The separate £3.99 remote finance-check route is coming later.
What does a website learn about me?
Age-only sites receive an over-18 result and verification metadata. Retail demos also receive only the self-entered profile fields you approve. No date of birth or document number is shared.
How long does my pass last?
12 months from issue. You will see the expiry date on your pass. Renew at any store.
I got a new phone.
Install Zik Pass on the new phone, then use the one-time transfer link from a device that still has your pass. Your pass covers 2 devices.
The clerk could not find my code.
Codes expire after a few minutes. Start the in-store step again from Zik Pass in your Wallet and show the clerk the fresh code.
About this build
Early Access includes a payment and finance-check preview. No real payment or finance check takes place. Confirmed partner locations will be listed before launch.