In this article, we'll help you change your residential address and legal name.
After submitting your request, you'll receive a verification link via email (usually within a few minutes; occasionally a short delay may occur). Complete the identity check within 3 weeks to ensure your changes are applied.
Submit your request
Submit your new address and complete identity verification to confirm the change.
Provide your new legal name and verify your identity to finalise the update.
What you can change
- Usually no document required.
- You may be asked to complete identity verification.
- Ensure your address is entered exactly as on your official documents.
- Proof of Residence ≤ 3 months may be required during the verification process.
- Complete identity verification if prompted.
- Check that the document is fully legible (name, address, date, issuer).
- Do not attach documents to the contact form. You will be prompted to provide a valid ID showing your new name or a marriage certificate via a secure link sent to your email.
- Complete the identity verification through the provided link.
-
Important Note on Name Formatting: To comply
with international regulations, your name will be registered
exactly as it appears in the
Machine Readable Zone (MRZ)
of your ID document. All middle names will be included, and special
characters
will be transliterated according to standard rules (e.g., 'Ü'
becomes 'UE').
We cannot manually alter or shorten this formatting.
💡 Having trouble with fiat deposits or withdrawals (Verification of Payee)?
In compliance with European financial regulations and strict AML standards, we must verify that the recipient name on bank transfers matches your official identity record identically. Discrepancies often occur because traditional banks may store names differently (e.g., omitting middle names). If your transfers are being rejected, you can:
- Update your bank record: Ask your house bank to update your stored name to match your full official ID document.
- Use Bitpanda Pay: If you need to transfer funds without delay, you can bypass name mismatch transfer rejections by sending money via Bitpanda Pay. Learn more about sending money with Bitpanda Pay.
Prepare for submission
- Gather all new details you wish to change.
- Have a device ready with a working camera and microphone for the verification step.
- Be in a well-lit area with a stable internet connection.
- If changing your address and you've moved countries, prepare a Proof of Residence dated within the last 3 months to upload when you receive the verification link.
- For a legal name change, have a valid ID (passport or ID card with your new name) or a marriage certificate ready to upload when you receive the verification link.
How it works
- Submit your request: Fill in the form with the details you want to change. Please leave the attachment field empty.
- Verify your identity: You’ll receive an email from Sumsub with a secure verification link (usually within minutes). The link expires in about 3 weeks.
- Confirmation: Once verified, we’ll process the changes and email you a confirmation.
Complete the identity verification
Click the link in the email to start the Sumsub verification process. During this process, you'll need to:
- Upload photos of your ID (or Proof of Residence if updating your address).
- Take a selfie or complete a short liveness check (e.g., speak displayed digits or follow liveness prompts).
- Use a supported device (Windows, macOS, or mobile browser).
- Use an up-to-date browser: Chrome, Firefox, or Safari (Safari required for video on iOS).
- If you're using a webcam, ensure the browser has camera access enabled.
After verification
→ If your identity is verified successfully, we’ll process your requested changes and send you a confirmation email.
→ If the check fails or documents are unreadable, Sumsub may allow you to retry; follow the instructions provided to resubmit as needed.
Summary of requirements
| Change Type | Required during Verification |
|---|---|
| Email / Phone / Multiple Changes | None—just initiate and verify. |
| Residential Address (same country) | No document required. |
| Residential Address (new country) | Proof of Residence ≤ 3 months old. |
| Legal Name | ID with new name or marriage certificate. |
Need help?
If you encounter any issues—slow email, camera access, or document upload—please contact our support team.