Changing personal info

[marijanae]

Hello

I recently got married and I want to change my last name here. I am just confused where should I first change the name, here or on Payoneer account, so I do not have any transaction problems. Also, I do not have the old ID card as in my country they destroy them when you get the new one so for identification I can submit just the new ID card, would that be fine?

I could not find the right answer in the help section, that is why I ask here. Thanks for the help.

[bstojadinovic]

Hi Marijana,

We'll have one of our team members reach out to you directly and assist you further, thank you for reaching out to us.

[marijanae]

Hello

I have got a message from team member what to do, I edited my last name on the profile and I waited, this was suggested from the team to do. They send me a message to submit my ID and bank statement so they can proceed with the process, I do that too, and after that, I got a message that my verification did not past because my ID does not match the name on my profile. It is not a match because that is my new ID that is why I requested the change at first place. I explained that my old ID with my old last name is destroyed because that is a procedure in our country. The request is still open but when I go in my edit page on the profile there is no longer massage ''your request of info change is under review.'' I do not know what to do now, should I make a new request again with changing my name in the edit section?

[g_vasilevski]

hi Marijana,

I`m sorry about the incovience this had caused you. I checked your ticket and I can see that our team has advised you to update your name. Please go to Settings > My Info and update your name to reflect your full legal name that is on your ID. One of our team members will also follow up on your ticket as soon as possible and assist you further. If you have any additional questions feel free to post them here or if private details are involved please follow up on your ticket. Thank you.