Switching to facial recognition, voice
On January 4, records of Lao Dong Newspaper reporters showed that in the "Account Identification" section, Zalo switched to the "Face and Voice Authentication via Call" method.
This platform said: "To complete account verification, you need to verify your face and voice through an automatic call with Zalo.
Records show that when you press "Start" the authentication process, users will receive a video call from Zalo to verify.
Currently, Zalo has not announced the specific reason for switching the method of identification from taking paper photos to verifying by face and voice.
However, this move took place after the authentication method by taking photos of personal papers met with reactions and was strongly criticized by the user community.
According to Lawyer Tran Xuan Tien - Head of Dong Doi Law Office (Hanoi Bar Association), the law stipulates the principle of minimizing data, only necessary personal data is collected, suitable for the purpose of processing. For messaging and communication services, the requirement to collect strong identification data such as citizen identification cards needs to be proven to be really necessary.
From there, this new move by Zalo is also said to be aimed at regulating when the Law on Personal Data Protection takes effect from January 1, 2026, in Article 29 on Personal Data Protection for social networking platforms and online media services, the Law stipulates "No request to provide images or videos containing full content or part of personal papers as an account authentication factor".
Faces, voices are also sensitive data
Zalo's switch to identifying with face and voice authentication also raises many questions. Because according to some opinions, this is also sensitive personal data.
The Law on Protection of Personal Data stipulates: Sensitive personal data is personal data associated with the privacy of individuals, when infringed, it will directly affect the legitimate rights and interests of agencies, organizations, and individuals, belonging to the list issued by the Government.
Previously, based on Clause 4, Article 2 of Decree 13/2023/ND-CP, "information on personal physics attributes and biological characteristics" is also considered sensitive personal data, associated with personal privacy, which when infringed will directly affect the legitimate rights and interests of the individual.
Previously, as Lao Dong Newspaper reported, in the last days of 2025, Zalo issued a series of controversial personal data collection terms. Notably, if users do not agree with the terms of the agreement issued by Zalo, they will not be able to continue using the service.
Meanwhile, to complete account verification, Zalo requires users to take photos of personal papers. Valid papers include: Citizen Identification Card, Identity Card, passport.
According to records, after the move to update service terms, Zalo has been heavily rated 1 star on online application marketplaces and has been called for a boycott by a part of users.
On December 29, the National Competition Commission (Ministry of Industry and Trade) sent an invitation to VNG Group Joint Stock Company, regarding the collection and use of user information on the Zalo platform.
By December 31, VNG Company proposed to postpone the working schedule with the Ministry of Industry and Trade on updating the Zalo usage agreement because the information content needs to be summarized and prepared.
In this case, the National Competition Commission has requested to implement a number of measures to ensure consumer rights in the process of providing services on the Zalo platform.
In which, VNG Company is requested to urgently review and adjust the method of implementing the Zalo service use agreement in the direction of not putting consumers in a situation where they must agree to the Company collecting, storing, and using consumer information as a condition to continue using the service, and at the same time ensure that consumers' expressions of agreement or disagreement are carried out on a voluntary, clear basis, with substantive choices and not for formality.
Take measures to protect information and temporarily not transfer it to third parties for consumers who have accepted the newly updated Zalo service usage agreement.
