The name on my document doesn't match my JAFX account

Your documents must show the same name as your JAFX account, or your verification may not be approved. Some small differences are fine on a proof of address. For a maiden or married surname, we need a marriage certificate or two valid IDs, one in each name.

Why names must match

During the identity check, your name, date of birth, gender and nationality must match your identity document. We check this to keep your account secure and to make sure the account belongs to you.

A document may be rejected if the name, address or other details don't match your account. Check your details before you start the identity check on the Verify page.

Your identity document (passport, ID card or driving licence) must show your full name, not initials only. See Which identity documents can I use to verify my account?

What is fine: initials and missing middle names on proof of address

Your proof of address must show your name, matching your JAFX account. On a proof of address:

• Initials for your first name are fine.
• Middle names can be missing.
• Titles, such as Mr or Ms, can be missing.

Your surname must still match. Your full residential address and the date must be visible. See What can I use as proof of address?

Maiden or married name: what to send

Your surname may be different on some documents, for example because of a maiden or married name. In that case we need one of these:

• a marriage certificate, or
• two valid IDs, one in each name.

Contact our support team and explain why the names are different. We will then tell you how to proceed. If we have already emailed you about a name that doesn't match, reply to that email with your explanation.

Your name is locked once verification starts

Before you start the identity check, you can change your name yourself:

1. Sign in at app.jafx.com and open Settings.
2. Under Personal information, correct First name or Last name.
3. Click "Save changes". You will see "Profile updated."

Your name, gender and date of birth lock as soon as identity verification starts. This is when your status is "In progress", "Under review" or "Completed". Settings then shows:

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

Your address, country of residence and nationality on the Verify page lock at the same time. These fields show "Locked while your identity verification is in progress or complete."

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

How to ask for a correction

If your locked name needs correcting, contact our support team:

• Live chat: click Chat at the top of the client portal. On a phone, open the menu and choose Human Support · Live chat. You chat with a real person, 24/7.
• Email: write to support@jafx.com from the email address registered on your JAFX account.

In your message:

1. Say which detail is wrong and what it should be.
2. Explain why, for example a change of surname after marriage.
3. Have your supporting document ready, such as a marriage certificate.

Before we discuss your account, we confirm that it is really you. See How JAFX support confirms it's really you. We never ask for your password, your 2FA code or any one-time code.

You get a response within 24 hours. If we need anything else, we tell you what is missing.

If your document was already rejected for another reason, see Why was my identity document rejected, and how do I fix it? or Why was my proof of address rejected, and how do I fix it? For the full verification steps, see How to verify your account (KYC).

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