"Your name, gender and date of birth are locked": how to correct them

Before identity verification starts, you can correct your name, gender and date of birth yourself in Settings. Once verification has started, these details lock, and our support team corrects them for you.

Before verification starts: change it yourself

If your verification status is Not started, you can edit these details in the client portal at app.jafx.com.

1. Sign in and open Settings.
2. Go to Personal information.
3. Correct your First name, Last name, Gender or Date of birth.
4. Click Save changes. You'll see "Profile updated."

You must be at least 18 years old to hold a JAFX account.

Check your details against your identity document before you start verification. Your name, date of birth, gender and nationality must match the document you use.

Why the details lock

Once your identity verification is In progress, Under review or Completed, you'll see this message in Settings:

"Your name, gender and date of birth are locked because identity verification has started. Contact support if they need correcting."

Once the check has started, only our support team can change them.

Your address, country of residence and nationality lock at the same moment on the Verify page, with the message "Locked while your identity verification is in progress or complete." See How to update your address or country of residence.

Asking support to correct them

Email support@jafx.com from the email address registered on your JAFX account. In your email, tell us:

• which details are wrong
• what the correct details are
• why they need changing, for example a mistake when you registered, marriage, or a legal change of name

Before we change anything, we confirm that the request really comes from you. We usually do this by asking you some security questions by email. See How JAFX support confirms it's really you.

We will never ask you for your password, a two-factor (2FA) code or any one-time code. Never share these with anyone, including JAFX staff.

You can also ask questions in live chat. Click the Chat button in the portal to reach a member of our support team, 24/7. Send your documents by email.

What we may ask for

• The reason for the change. We need it for every name or date of birth correction.
• A supporting document. For a change of name, we may ask for a document that shows the change, such as a marriage certificate.
• A name that matches your ID. Your new name must match your identity document.

Send files as PDF, PNG or JPG, up to 10MB each.

You may need to verify your identity again after the change.

Small spelling mistakes

If you only need to fix a small spelling mistake in your name, you don't need to send a supporting document. Tell us the correct spelling and answer our security questions.

What happens next

1. We confirm your identity.
2. We review your request and any document you sent.
3. If we need anything else, we tell you what is missing.
4. Once your details are updated, we email you.

You get a response from us within 24 hours. Some changes take longer if we need more information. If yours will, we tell you.

To check the change, sign in to app.jafx.com and open Settings → Personal information.

If your identity document was refused because your name doesn't match your account, see The name on my document doesn't match my JAFX account. For other details, see Updating your personal details and closing your account (FAQ).

We are available 24/7 via live chat or email.