If you would like to update your mobile number on your Individual Kinesis account, simply follow the instructions below. Keeping your mobile number up-to-date allows you to maintain better security of your account.
Note that the process is different for users who wish to update their mobile number including the country code under which their mobile number is registered.
Please note that Individual account holders who are changing the country under which their mobile number is registered will need to complete the KYC verification process again.
The simple step-by-step guides below explain how you can complete this process.
Updating my mobile number
To update the mobile number on your Kinesis account, simply log into the Kinesis platform and navigate to your account Settings, located at the bottom of the left-side navigation menu bar. This will take you to your Profile Information page where you can view your account’s personal details.
Scroll down to view your Contact Information, where you can edit the mobile number attached to your account. Keep in mind that this is the mobile number that customer support will use to contact you if required.
Updating my mobile number and country code
Kinesis account holders who would like to update the country in which their number is registered, including the country code, must complete the KYC verification process again.
Submitting your documents for KYC verification usually takes under 5 minutes, after which time, Kinesis will begin processing your documents. This might take up to 3 working days, although on most occasions users are verified within a few hours after submitting their proof of ID.
This additional KYC verification process is required in line with compliance requirements to ensure that it is indeed the account owner that is requesting to change the country associated with the number.
How to change my mobile number and country code (Individual)
To update your mobile number and country code, send an email addressed to our email@example.com with the subject line containing your full Account Name and the phrase: "Update Mobile Number". For example, ‘John Smith - Update Mobile Number’.
Please note: This email request must be sent from the email address registered to your Kinesis account.
Within the email, include the following information:
New Mobile Number
Include your new mobile number with the relevant country code. Note that we do not accept landline numbers.
Provide a 'selfie' photo of yourself holding a hand-written statement with the information below:
- The word "KINESIS"
- your old mobile number
- your new mobile number
- today's date
Proof of address
Provide any one of the following documents, dated within the last 3 months, which contain your full name and residential address:
- A utility bill (Gas / Power / Water / Electricity)
- A letter from local or national tax authorities
- A bank statement (saving account or card statement, showing at least one month of your transaction history)
You can find the full KYC verification guide for Individual account holders here.
If you are having any trouble with changing your mobile number, our support team is always available to answer any questions you might have. Feel free to contact us via email at firstname.lastname@example.org or by phoning our support line at (+44) 20 3150 0385.
For live chat support, our dedicated team is available 24/7 to answer your queries. You can start up a conversation by clicking on the live chat widget available on any page of the Kinesis site, or by visiting our support page, here.