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How to Update Your Personal Information

Updated

This guide explains how to update your personal details, such as your name, address, or ID, through a re-KYC process. It outlines which changes require re-verification, how to contact support, and why this process is necessary for compliance and security.

 

To keep your account secure and compliant, certain changes to your personal information require you to re-verify your identity (a process known as re-KYC). This process cannot be started from the app and must be initiated by our support team.

This guide explains which changes require this process and how to start it.

 

 

🔄 What Requires a Re-KYC?

You’ll need to complete a new identity verification process if you want to update any of the following:

  • Your Legal Name (first, middle, or last)

  • Your Residential Address

  • Your Identity Document (if your original ID is now expired)

💬 Important: This process must be started by our support team. It cannot be done directly in the app.

 

 

🚚 Changing Your Shipping Address?

If your card hasn’t shipped yet and you simply want to update the shipping address, follow our dedicated guide:
👉 Changing Your Shipping Address Before Card Dispatch

 

 

✅ How to Update Your Information

 

Step 1: Contact Gnosis Pay Support

Start by contacting our team and letting us know what you need to change:

💡 Example message:

“Hi, I need to update the residential address on my account.”

 

Step 2: Wait for Re-KYC Instructions

Once you contact us, our team will:

  • Confirm what change you want to make

  • Guide you through a new identity verification (re-KYC) with our secure partner SumSub

  • Provide a link and instructions to upload updated documents

 

 

🔐 Why Is Re-KYC Necessary?

We understand this process takes time, but it’s essential for:

  • Regulatory Compliance
    Laws like AML and CTF require us to maintain updated, verified records.

  • Partner Requirements
    Our identity verification partner must re-approve any changes to key documents.

  • Security
    Re-verification helps prevent fraud and ensures your account remains protected.

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