Overview
You can submit a change to your personal details yourself, from the Profile Information tab of your Client Portal.
Because these details form part of your verified account record, your change is submitted as a request and reviewed by our team before it takes effect. This article covers the steps, what each field expects, and how to make sure your request is approved first time.
Step-by-step instructions
Follow the steps below to complete this process:
Steps
- Log in to your Client Portal at portal.ingotbrokers.com.
- Click the user icon at the top-right corner.
- Select Profile Information.
- Update the fields you need.
- Click Request.
What you can update here
- Name — your first and last name.
- Email — the address you use to log in and receive notifications.
- Phone Number — country code and number.
- Country — your country of residence.
- Citizenship — your nationality.
- Address — your street address.
- City — your city.
Make sure your request is approved first time
- Your new details must match your official documents: your ID or passport for your name, and your proof of residence for your address, city or country.
- If the documents on your file don't already support the new details, upload the updated document under My Documents before or at the same time as your request. This is the single most common cause of a delayed update.
- Enter your name exactly as it appears on your identity document, including middle names where they appear there.
- Include the correct country code with your phone number.
After you submit
- Your request is reviewed by our team, and you're notified once it has been processed.
- The old details remain in place until the request is approved.
- If a request isn't approved, you'll be told why, and you can submit a corrected one — there's no limit on resubmissions.
Special cases
- Change of country or citizenship — this can affect your account's regulatory classification, so our team may ask for additional documents before approving it.
- Legal name change (marriage, court order) — submit the request and upload the supporting legal document under My Documents.
- You've lost access to your registered email address — don't submit the change here. Contact Customer Experience via live chat, as we need to verify your identity first.
- Changing the account holder — an account cannot be transferred to another person. Contact Customer Experience to discuss your situation.
Troubleshooting
If you run into issues, the most common causes and fixes are listed below.
The Request button doesn't respond
- Make sure every mandatory field is filled and that your phone number contains no spaces or symbols other than the country code. Then refresh the page and try again.
Your details still show the old values
- Profile Information changes are requests, not instant edits. The new values appear once the request has been approved.
Your request keeps being declined
- In almost every case the new details aren't supported by a document on your file. Upload a current ID or proof of residence showing the new details, then submit again.
You can't edit a particular field
- Some fields may be locked while a previous request on the same field is still under review. Wait for that request to be processed, then try again.
Frequently asked questions
Q: How do I change my name?
A: Log in, click the user icon, select Profile Information, edit the name fields, and click Request. Your name must match your identity document, so upload an updated ID or passport if the name has changed.
Q: How long does an update take?
A: Your request is reviewed by our team and you'll be notified once it has been processed. If you need an update on a specific request, contact Customer Experience via live chat.
Q: Can I change my registered email address myself?
A: Yes, from the Profile Information tab — but only if you still have access to the current address. If you've lost access to it, contact Customer Experience so we can verify your identity first.
Q: I've moved to another country. What do I need to do?
A: Update your country, address and city in Profile Information, and upload a new proof of residence for the new address. A change of country may require additional verification.
Q: Do I need to send documents to change my address?
A: Yes. Your address must be supported by a proof of residence issued within the last three months.
Q: Can someone else's name be added to my account?
A: No. Trading accounts are held in one name and can't be transferred or shared.
Related articles
- Understanding your INGOT account settings
- Which documents we accept and how to upload them
- Why a document or profile request was not approved