Name Change

Mel
Mel
  • Updated

You might need to change the name on your account for various reasons, such as a:

  • legal name change,
  • correcting a spelling mistake,
  • or updating personal information following marriage or divorce.

Ensuring the accuracy of our users’ account information is our top priority. Below, we will provide a step-by-step guide to ensure a smooth process.

To proceed with the name change, please follow these steps:

1. Cancel Level 1 Verification

  • The level 1 verification needs to be cancelled for you to be able to upload a new document with your new or corrected name. Please contact our support team for assistance with cancelling Level 1 verification.

2. Upload Your New ID and Selfie

  • Once Level 1 verification is cancelled, please upload a valid ID document with your new name and a selfie. This step ensures that the provided identity document belongs to you.

In most cases, identity verification is automated. If the system cannot read your document, our KYC Specialists will review and approve it if everything is in order. If there are any issues with your document, you will be contacted to submit a new photo or document.

Once your document is accepted and your identity is successfully verified, you will receive an email and in-app notification confirming that your name has been changed. Please note that it might take up to 24 hours for the change to be effective.

How to Contact Support:

To contact Support through the app, follow these steps:

  1. Go to the Profile section in the app by tapping on the Profile icon in the bottom right corner of the screen.
  2. Scroll down and tap on “Support” to go to the in-app Help Center section.
  3. Select “Cyborg Assistant” and tap the “New Conversation” button to start the chat.
  4. Write down your request to change your name, e.g., “Change Name” or “Name Change”.
  5. The bot will create a ticket for you to connect you with a member of the Support team. Please allow 24–48 hours for our team to get back to you.
  6. You will be notified by email and through a notification in the mobile app once the support team has replied. They will guide you through the name change process.

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