Published by Zalo Group on Feb 1, 2024

Report an issue with Zalo.
Send the customer service your feedback so they can fix your issue asap.



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Why should I report an Issue with Zalo?

  1. AppContacter will directly Email your issue/feedback to an apps's customer service once you report an issue and with lots of issues reported, companies will definitely listen to you.
  2. Pulling issues faced by users like you is a good way to draw attention of Zalo Group to your problem using the strength of crowds.
  3. Importantly, customers can learn from other customers in case the issue is a common problem that has been solved before.
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Zalo Customer Insights

1. I hope I get a reply soon or if there any update for older version phone.This app is fine for me, but the reason why I rated 2 stars is annoying while I used two phones and have to switch back and forward, the second thing that they didn't have it on my smart watchHelp files are not available in English, making it very painful to use.

2. Beside that, the app fails to display some messages in random manner!Exceptional app amazing user experience everything runs smoothly however if developer can add in built translation it would be the top most achievement 😉 keep it up for all the good work and stay safe.My account got disabled for unknown reasons.

3. Viber suites my needs and more people on it.This app as an issue everytime I have tried to create account it just tells me number of verification requests exceeded yet they have not even sent any code.i have not even be able to create my account till date please do sthI tried verifying my account.

4. Now I don't have a way to contact my studentsMy Account Disappeared! I tried to log in with my phone and a message popped up asking me to create a new account.

5. I changed my phone to a newer one and downloaded the newer version, but I couldn't backup the data from the old phone because it's from the old update.

6. Already sent message to the support through the app and email, they never responded.Stopped using this app because it wonder send OTP and requires you to send a text, which wasn't working.

7. i followed all the guidlines but it kept on saying "unable to identify information on the ID document"Plssssss stop automatically delete pics and files in a period of time.

8. I used zalo on my old phone, so when it had a new update, I couldn't update it because it was no longer suitable for my phone.

9. I tried to verify my account but it won't recognize the ID I have.

10. I need to know if there are any ways for me to backup the data because those old messages are very important to me.

11. I messaged the support but no reply.

Steps to Troubleshoot & Fix Zalo Issues

1. Fix Zalo Not Working/Crashes/Errors/Unresponsive & Black/White screen:


  1. Restart Zalo: Restarting the app will resolve most errors.
  2. Update the Zalo App. Here is how:
    1. On Android goto PlayStore » Search for "Zalo" » Open Zalo » click "Update".
    2. On iPhone, goto AppStore » Your profile » Available Updates » Check for Zalo » click "UPDATE".
  3. Clear Zalo app cache: Clearing cached data will force your app to retrieve the latest data directly from Zalo servers.
    1. On Android, goto Settings » Apps » Select "Zalo" » click Storage » click "Clear Cache".
  4. Check Zalo app permissions. If any of these permissions required to use your device's features are disenabled, Zalo might not work.
  5. Uninstall and reinstall Zalo. If nothing else has worked, completely uninstall Zalo then reinstall.
  6. Restart your device. Last, restarting your device can often clear most problems causing Zalo not working


2. Fix Zalo Server issues & Internet Connection


  1. Check network connection: An unstable Internet will make Zalo be unable to connect to it's servers. Ensure your wi-fi is working then restart app.
  2. Disable VPN: VPN can cause connection errors and lead to Zalo not working. Make sure all VPNs are off
  3. Enable background data: When Background data is turned off, Zalo may not be able to connect to the Internet when running in the background.

Reported Issues

Note: Issues displayed have already been sent to the developer and are older than 7 days.

  • I want to verify my Zalo account and l have been trying to use my ID and it keeps kn saying unable to identify details on the document. Kindly help quickly because l wanna use it as soon as possible. My Zalo number is +840947710283 Liberty.

    — by Liberty Nhengu 3 months ago

  • I have trouble login to my account . It required is verification. I sent copy of my passport to feedback@redacted

    — by Giang Geringer 3 months ago

  • my zalo is blocked ! please unlock my zalo !

    i sent email at feedback@redacted with video selfie and picture of passport !

    This is very tiring that you are unable to unlock this account ! am i a terrorist ?

    SHAME ON YOU

    — by faure 4 months ago

  • I recently came to Vietnam for an internship and I bought a sim card with Vinaphone to get a vietnamese phone number. I created my account with this phone number but now the Zalo application asks me to verify my account by taking a photo of my ID card. My international Id card does not work and neither does my passport. It says "unable to identify the Id document in the photo". I have tried multiple times already and nothing works.

    — by Thomas LY 4 months ago

  • Hello, i have created a zalo account, with username Joonio.
    I noticed that my account has been suspended for breach of terms and conditions but i dont understand the reason for this. Can i understand why my account had been deleted? Let me know if you need any more information to retrieve my account details.

    — by Joon 4 months ago

  • I don't receive activation code

    — by Rebai 4 months ago

  • I cant register my zalo account. It said the request exceeds the specified limit, but it was my first registration and my first time to asked verification number

    — by GIGIH RACHMAD WIBOWO PUTRA 4 months ago

  • Hello! I needed to verify my Zalo but my passport doesn’t work for it, I tried multiple times. What should I do?

    — by Renata 4 months ago

  • I have bene a Zalo user since the year 2020. I didn't log into the app for quite some time and sadly, when I returned to use the app, it said that I had no account on Zalo. Please help me get back into my account. Many thanks!

    — by Jesutobi Ayobami 5 months ago

  • After just two days zalo was disconnected and kept saying verification code in Vietnamese,I speak English.After someone helped me with the code I tried uploading my passport but it just did not take it.I am so disappointed with zalo.Please help in English

    — by Kavita 5 months ago

  • Haven't use the account for sometime. When I tried to login, the system told me there is no such user. what should I do to recover my account? My account phone number is: +84-886-652-258

    — by Cheng Han 5 months ago

  • I have used all identification documents to try verification of my Zalo account but it’s not successful

    — by Seth Nretia Essien 5 months ago

  • My Zalo account has been disabled and restricted me from many functions and requests for verification as a foreigner please verify my account. I have sent my ID and short video.
    Zalo accounts
    1. Teacher Mercy +84777172687
    2. Teacher Mercy +966560923979
    Please verify my account so that it can function properly

    — by Okogbua Mercy Ozioma 5 months ago

  • i forgot my password, i need a verification to log in

    — by tan nguyen 6 months ago

  • I am a foreigner here in Vietnam.
    I can't verify my account.
    I tried multiple times to send a photo of my passport but it doesn't work.
    Please can you verify for me.

    — by Sam Paterson 6 months ago

  • It has been more than 24hrs and I still couldn't get verification code to go back into my Zalo account. Please help.

    — by Stephanie Weber 6 months ago

  • Hi. I unable to request passcode due to limit exceeded, kindly assist. Thanks.

    — by Joyan 6 months ago

  • kindly let me know how can i verify my account because the i am not in vietnam and the app is not accepting my id card

    — by malaika noor 6 months ago

  • Good evening Sir/ Mdm

    My Zalo Account was locked and I have am not able to receive the one time password.

    (Zalo Phone number):(65) 88066-468.

    Account name: lee

    Really appreciate if you can kindly help me urgently ☺️🙏🙏🙏!!!
    Thank you very much!

    Chào buổi tối ông/bà

    Tài khoản Zalo của tôi bị khóa và tôi không thể nhận được mật khẩu một lần.

    (Số điện thoại Zalo):(65) 88066-468.

    Tên tài khoản: lee

    Thực sự đánh giá cao nếu bạn có thể vui lòng giúp tôi khẩn cấp ☺️🙏🙏🙏!!!
    Cảm ơn rất nhiều!

    — by Mr Lee 6 months ago

  • Hello.I am a foreigner in Vietnam.I jave opened my Zalo account in my countey's phone number.Then I forgot the password now I want to recover it but I don't get the code for putting a new password.Please help me to get a new password.This is my Zalo's number (country-Armenia,+37498088902).Thank you.

    — by Ani 6 months ago

  • hi, my zalo account is disabled, and im a foreigner (indonesia). how do i get my account back

    — by victor 6 months ago

  • I have issue verifying my zalo accounts, I have Ghanaian passport and ID cards.. I have tried severally, But its still not acceepting me

    — by adam 6 months ago

  • I am blocked from texting stranger. Tried to send a friend request to the person but she could not see the friend request

    — by Gary Tan 6 months ago

  • Hi.
    I just downloaded the Zalo app and tried to register my number to login, but it said ‘EXCEED LIMIT’ and not getting any verification number at all via SMS to my number.
    I am located and using Indonesia number.
    Please help me.

    Thank you.

    — by Ratna Kumalasari 6 months ago

  • I could not get "Forgot Password" link sent to my phone. I don't want to lost pictures and texts in the history. The phone number used in Zalo is +1 934-852-6768. I used Zalo on the desktop and mobile. I've changed my mobile number months ago from +1 703-678-1073 to +1 934-852-6768. Thank you for your help. Donald Le

    — by Donald Le 6 months ago

  • Im trying to access my zalo account keep saying unable to identify photo information

    — by Yen Pham 6 months ago

  • Im trying to access my zalo account keep saying unable to identify photo information

    — by Yen Pham 6 months ago

  • i can not use zalo even verification errror if i register my ID pics, but it is not available.
    please support us to solve this issue

    — by SOHYUN KANG 6 months ago

  • I bought a new phone today and it wants a friend to verify my account. I live in Australia and none of my friends have Zalo. Please help. Thankyou

    — by Benjamin Davis 7 months ago

  • Hi
    I got unable to identify information on thé document while Uploading m'y passeport photo.pls do thé needful.My contact no 0862127160

    — by Jancirani.N 7 months ago

  • Can't log in to acount

    — by Ho tran 7 months ago

  • Hello there,

    I have tried to verify my account but it keeps saying it cannot verify my ID or passport. I tried take multiple pictures in different lighting and ensuring there aren’t any shadows or anything but it just won’t verify the picture. Now my account has been disabled. Please can you assist me on how I can verify my account.

    Thanks,
    Chanel

    — by Chanel 7 months ago

  • Hi zalo app received not otp in my number I have written everything correctly but still not received OTP
    Please solved my issues

    — by Noman 7 months ago

  • I tried sending messages to 6020 to receive password recovery message, I have tried many times but didn't receive any codes. Now I can't log in Zalo since I forgot my old password

    — by Ha Vy 7 months ago

  • I cant verify my account using singapore id

    — by Jarome 8 months ago

  • Can't verify my account

    — by Alex Agyalu Cobbinah 8 months ago

  • I can't verify my account even after scanning my passport

    — by Alex Agyalu Cobbinah 8 months ago

  • I'm having trouble registering on Zalo it says "you're not able to request for a registration code due to exceeding attempts"

    — by Lara 8 months ago

  • Tôi Đang sử dụng dịch vụ Zalo dùng số điện thoại Slovakia sau đó tôi chuyển điện thoại mới và yêu cầu gửi tin nhắn xác minh tới số điện thoại của tôi bây giờ đã quá giới hạn nên tôi không nhận được tin nhắn nữa và không kích hoạt được tài khoản Zalo của mình . Số điện thoại xlovakia của tôi là +421948809666

    — by Cao Thì Thu Hang 1 year ago

  • I am trying to reset my password on the Zalo app. And I got a error of "You have reached the maximum number of activation requests allowed. Number of activation code request exceeded. Please text word " Zalo" to 6020 to request another code." When I text the number it says " sorry, this service is not available"

    — by Len Tieu 1 year ago

  • Hello I cant recieved an activation code why? I cant login back

    — by John David 1 year ago

  • I have changed to a new phone and can't activate it as per its shown maximum activate and it has me send the "Zalo" word via message, But I'm not in Vietnam, Can't get the code. Please help

    — by Phopthanat 1 year ago

  • My account was banned for no reason

    — by Serina 1 year ago

  • My number +6597944594, i'm unable to receive the activation code due to maximum number limitation. please assist. Thank you.

    — by Nicholas Lyn 1 year ago

  • i can't get activation code

    — by Nader 1 year ago

  • Cannot receive activation number when I try to verify my account

    — by Sandy ayuyu 1 year ago

  • Hi there, I never received my activation code for Zalo and yet it has told me I have exceeded the activation code.

    — by Kelly 1 year ago

  • Hello,

    I would like some assistance about my Zalo account.
    I recently discovered that my Vietnamese phone number has been deleted (or sell to someone else?) and because of that, I don’t have any more access to my account.
    I would like some support as soon as possible, I need to retrieve my account as I’m still using it regularly to contact my family, friends and clients in Vietnam.
    My vn number was: +84 962 179 003
    When I try to connect with it, there is a new name and profile photo instead of mine.
    I can’t send any enclosed screenshot of my old account with my email unfortunately, but I still have my old QR code screen, and profile information with my name (Crystal), birthdate, profil photo and phone number as proof that this account existed.
    I don’t have any way to connect to Zalo any more (PC or app). I do have another phone number that I can use (French) but I need to retrieve my old contacts and information.

    Everything happened without my knowledge, and because there is no other way to access a Zalo account (like an email), I really hope that this issue may be resolved soon,
    Best regards,

    Crystal Fontbonnat

    — by Crystal 1 year ago

  • Unable to open the web link https://ninjavan.jotform.com/92819118996979 via zalo app on Mobile phone.

    — by Nguyen The Vinh 1 year ago

  • Hi there, I am trying to activate my account but it tells me that I have exceeded my sms limit, bit I have to received any code. Please help

    — by Kelly 1 year ago

  • I wanted to create a Zalo account. I have an active Vietnam phone number but I'm currently living in the US. I used that VN phone number to open Zalo but the code was failed sending to me. I can't text 6020 from abroad. Could you please help me? Thank you in advance. Trang

    — by Trang Dao 1 year ago

  • My zalo can't send messages or requests. also, no one can request me on my zalo

    — by Huynhloan 1 year ago

  • Hi, I keep getting the message I have exceeded the sms and I must wait 24 hours and I have waited more than 24 hours and still not working. Please help me. Thank you. My number is +27655126671

    — by Monique Erasmus 1 year ago

  • Hi, I cannot open my Zalo account. I am getting an error message that my account was banned. I tried verifying my account through an SMS Code but it still would not go through.

    — by Rozela Mapile 1 year ago

  • Am not receiving confirmation code via sms

    — by Shikû 1 year ago

  • My ZALO cannot send messages or requests also no one can request me on my Zalo

    — by Ryder Jett 1 year ago

  • To whom it may concern
    Hello, I am a new zalo user, i tried to register by composing my phone number, however, the application sent me a feedback that is, ( you have exceeded the sms count), i tried different numbers but without any results. Please i really need to register in order to communicate with my boss and colleagues. Thank you for your understanding.
    Best regards
    Yassir

    — by yassir jbilou 1 year ago

  • I’m not able to receive the activate code

    — by Zero 1 year ago

  • Trying to register an account but it keeps saying "exceeded number of SMSs try again after 24 hours" I try again after 24 hours and receive the same message. I keep trying after 24 hours and still the same message.

    — by Megan Nepgen 1 year ago

  • I want to know why I can't receive code to sign up on Zola and why I my Zola will be blocked without using it

    — by Frank William 1 year ago

  • I would like to be able to register my account to the number +27 (609658517) but it locks me out and never sends a new one time pin

    — by William Grobler 1 year ago

  • I can’t log in Zalo because I can’t access to the code they sent to my phone number in Việt Nam. But I live in America now. I switched to a new phone and they asked me to log in and to verify my password, they sent me code that I can’t access to because I don’t live in Việt Nam. The phone number is 84338408332. Can you please help because I need to contact with a lot of people in Vietnam? Thank you.

    — by Yen La 1 year ago

  • I cannot activate my account,
    I didn't receive any text code

    — by Skander Mokni 1 year ago

  • Hello i’m getting “I exceeded the amount of receiving activation codes.” I try send text to 6020 but its not working. +13365435720

    — by Tri Doan 1 year ago

  • Hi Zalo, I am trying to register a Zalo account, but it keeps saying 'You have reached the maximum number of activation requests allowed' and nothing happens when I sms 'Zalo' to the provided number. Can you please help me register an account?

    — by Elaine Grobler 1 year ago

  • I exceeded the amount of receiving activation codes. Now i cant log in to my zalo account because i need the activation code. Please help out (my phone number: I exceeded the amount of receiving activation codes. Now i cant log in to my zalo account because i need the activation code. Please help out (my phone number: (+49)15253843040

    — by Tien 1 year ago

  • I exceeded the amount of receiving activation codes. Now i cant log in to my zalo account because i need the activation code. Please help out (my phone number:

    — by Tien 1 year ago

  • Hello I have been disabled , can it be restarted Thankyou +61425745201. Is my numb3r

    — by Mick 1 year ago

  • I cannot verify my account with the ID. i tried all kinds of ID. Phone number: +65 94777749

    — by Wei Sheng 1 year ago

  • Hey please help me I am zalo mobile Application account holder I am unable to recover my zalo account Please Help me because I am outside from my country please send me verification code in this email mstech456@redacted my Zalo account number details is
    is 03102567469 SOHAIL

    — by SOHAIL KHAN 1 year ago

  • My account is banned and I would like to recover it. I was using phone number 381645672785. Can you help me unlock my account. Thank you in advance.

    — by Tatjana 1 year ago

  • Zalo is saying i have registered too many times? please assist, thank you

    — by TerryAnn 1 year ago

  • Hi there, I'm trying to set up a Zalo account but I keep receiving '' you have exceeded the number count of sms, please try after 24 hours". I tried on many phones but I received the same message.
    My phone number is: +212662772220
    Please can you help me set up an account it's important to me.
    Thank you.

    — by Younes Nhaila 1 year ago

  • can you help me unblock my account? the number I used is +639662605284.

    Your help is very much appreciated.

    — by Oliver Travilla 1 year ago

  • Good day.

    I made a new Zalo account however, I cannot add friends to that account.

    Please help. thank you very much

    — by Oliver Travilla 1 year ago

  • I have trouble in activate my ipad.I got a message said it exceeds activation code

    — by Amanda Han 1 year ago

  • helo i am in morocco and i have a problem for receiving sms code activation on my phone number

    — by med benbiss 1 year ago

  • I cant log on because when my wife scans the qr code to verify me it gives me an error message saying browser doesn’t work. My number is 8019138070

    — by Luong 1 year ago

  • Good morning Sirs,

    I'm trying to register my number in my Belgian phone (+32), but I do not receive any SMS
    from Zalo
    I had Zalo in Vietnam, but I changed country and would like to use it under my Belgian phone.

    Please, how can I do ?

    Thank you very much for your kind answer.

    Have a nice day.

    Jean-Paul Mariani

    — by Jean-Paul Mariani 1 year ago

  • My account is banned and I would like to recover it. I was using phone number as 2817311186. Can you help me unlock my account.

    thank you

    — by Kevin Pham 1 year ago

  • i cant add my friends on zalo..even if they appear to my contact list.. i cant add them

    — by rafael 1 year ago

  • I’m in Ghana and I’m trying to register on zalo but It’s keep showing you have reached the maximum number of activation request allowed.

    — by Emmanuel Donkor 1 year ago

  • I was using this apps for my buyer from Vietnam but since last month it is banned pls start it as soon as possible.

    — by BHAVESH 1 year ago

  • When scan QR code to log in to zalo PC. error "try again later" always prompt up.Please advice .Thank you

    — by Tan Vee Lip 1 year ago

  • Mỹ Zalo account is disable and will not allow me to verify.

    — by Nhung Tran 1 year ago

  • i accidentally deleted my zalo account and i want to recover it

    — by Lylia 1 year ago

  • I can not get in the app , they asking activation code but not sent it to my phone ,my number is 847 786 8686

    — by Bin lee 1 year ago

  • Hi, my ZALO account was banned. Could you recover it for me? My account is: 0086 18695623755

    — by Dionne 1 year ago

  • I cannot receive my activation code so I can never login to my account!

    My number used to register my Zalo account is below

    +65 88602430

    Please help

    — by Haoming 1 year ago

  • All my zalo accounts with this number +61470679543 and this number +61470380687 have been blocked. I can't send a friend request to strangers or see a list of people nearby and send text messages to strangers. I receive a message from zalo saying i am blocked from sending text messages to strangers. Could you please help me unblock those zalo accounts? Did someone report me to zalo that's why Zalo system blocks me?

    — by thuy 1 year ago

  • Good day, please notice me. If you cannot fix my latest account then please validate my first account through sending my ID. Your scanner is not accpeting my valid IDs such passport, National ID and License ID. Please notice
    Me im begging

    — by JOANA MARIE LABARDA 1 year ago

  • Good day. Just want to ask again. This is my 7th account already. Can you help me to add my other workmates in the Zalo app. Always "CURRENTLY YOU CAN'T USE THE APP". I don't even do anything but to add my workmates. Can you help me with this? Badly need your help.Thank you so much. This is my number - +639656155435

    — by JOANA MARIE LABARDA 1 year ago

  • Good day. I've been encountering problems in my Zalo App. First, this app blocked my 2 accounts, then my last account, which Im about to use in my work, was not able to send friend.request and messages. Can you help me regarding this matter. I'm trying to message you in email but no response at all. Hoping you can read thjs now

    — by Joana Marie Labarda 1 year ago

  • Can I create a QA account from Samoa or UAE?

    — by Ghadeer 1 year ago

  • Can't receive verticaltion code SMS

    — by Jhonnie 1 year ago

  • Dear sir,
    I had my Zalo account +66 (Thailand) 0875426980 this account has been locked and I am not able to recover my account

    Please help me to recover my account 0875426980

    — by Matt 1 year ago

  • I've just downloaded the application and on my laptop yesterday morning. I was able to send a request once but after that when I tried to add a new friend using my laptop it says that the feature is currently unavailable and I need to contact zalo support. I also cannot receive requests from the app. I tried logging in and out and downloaded again the application but it is still the same thing. I cannot send requests and I cannot receive requests from other people/ Please send help.

    — by Cherry Ann Dy 1 year ago

  • To use my zalo account in another phone. It is asking me Activation Code. I dont have it. Please help.

    — by Ye Si Thu Aung 1 year ago

  • I cannot get my Saudi number text confirmation code

    — by David 1 year ago

  • My Zalo Account Mobile: +491713321475

    is disabled.
    I've been trying to fo 'identity verification ' with all kind of photos but none was accepted.
    'No ID detected"

    I've German Paaport,Driving licence, Personal Identity card.

    None were accepted..

    — by H Korhonen 1 year ago