Zenoti Wallet - Account Closure Notice for Inactive Wallets - Employee FAQs

Q: Did I do something wrong? Is this related to how I manage tips at my business? 

A: No. This is not related to how your business manages or distributes tips. The closure is triggered purely by inactivity and zero balance on individual employee wallets, in line with standard banking policy. It has no impact on your business account or tip processing.

Q: Will this affect my ability to pay tips to employees through Zenoti? 

A: No. Your ability to process and distribute tips through Zenoti is not affected. This closure only applies to individual employee wallets that have been inactive, and only impacts those specific employees’ access to their personal wallet.

Q: One of my employees received this notice but I know they’ve been receiving tips. Is something wrong? 

A: If an employee is actively receiving tips, their wallet should not be subject to closure. It’s possible the employee is not opted in to the Zenoti Same Day Tips Payout program and is instead receiving tip payouts through your payroll provider. If you believe there is an error, direct the employee to contact Zenoti support.

Q: Do I need to notify my employees about this? 

A: No. Zenoti is directly notifying affected employees via email. However, if employees come to you with questions, you can direct them to the Zenoti Help Center or ask them to reply to the notification email they received.

Q: A former employee is asking me for help accessing their wallet. What should I do? 

A: Former employees can access their wallet independently through the myZen app without any involvement from you. On the login screen they should tap “Not working with your employer? — Access Zenoti Wallet” and follow the prompts. If they have lost access to their registered email or phone number, they should contact the Zenoti Support Team directly with a valid government-issued ID.

Q: If a closed wallet employee rejoins my business, will their old wallet be reinstated? 

A: No. If a former employee whose wallet was closed rejoins your business or any other Zenoti-powered business and wishes to use Zenoti Same Day Tips Payout, they will need to set up a new Zenoti Wallet at that time.

Q: Will I be notified when my employees’ wallets are closed? 

A: Closure notifications are sent directly to the affected employees. You will not receive a separate notification as an employer. If you would like visibility into which employees are affected, please contact your Zenoti account representative.