Change of Contacts Procedure and access restoration when the phone number/email is lost

The change Contacts Procedure enables a verified wallet user to securely update their registered contact information - specifically their mobile phone number or email address - linked to their wallet account. This procedure is available for all iOS and Android users via phone as well as WEB users.

1. Relocating to a new country or region;
2. Switching to a different mobile service provider;
3. Using a new email address for financial correspondence.

Note: The updated feature is only available on the latest version of the application - please make sure to download the latest update.

When is it needed to change your contacts? 

You may occasionally need to modify your contact details due to changes such as:

1. Relocating to a new country or region;
2. Switching to a different mobile service provider;
3. Using a new email address for financial correspondence.

The Change Contacts Procedure provides a secure, automated, and compliant mechanism for you to perform these updates independently, ensuring both data accuracy and identity assurance.

How to change your contacts?

Step 1: Accessing the procedure:

• Log in to your wallet account (login serves as initial identity verification).
• From the main dashboard, you should navigate to the "Contact information" section.
• The currently registered mobile number and email address are displayed.

Step 2: Initiating the change

1. Select the “Edit” icon (pencil icon) next to the contact detail you wish to update.
2. Enter the new phone number or email address intended to be linked to the wallet.

Step 3: One-time password (OTP) verification

• Upon submission, the system automatically sends a one-time password (OTP) to the newly provided phone number or email address.
• You must enter the received OTP correctly to confirm ownership and accessibility of the new contact channel.

Note: OTP verification must be completed within the system-defined time limit.

Step 4: Identity verification (Onfido)

After the successful OTP validation, you will be redirected to an Onfido biometric verification step.

• Complete a video selfie for identity confirmation.
• The system compares this biometric data to your original KYC (Know Your Customer) record. It ensures that the person requesting the change is the same verified user who initially registered the account.

Step 5: Decision and outcome

Once verification is complete, the system automatically evaluates the results and finalizes the request.

Possible outcomes:

Successful completion:

• All verification steps have been successfully completed.
• You received a confirmation notification stating that your contact information has been updated.
• The total processing time is approximately 1 minute.

Rejection: possible reasons

• OTP verification failed (no or incorrect confirmation).
• Onfido verification was not completed within 15 minutes.
• The biometric verification result did not match the original KYC record (low facial similarity score).

In any case, if you are facing any difficulties, please contact our customer support team via email at support@genome.eu using your registered email address. We will gladly assist you through this process.

Please note: You can restart the Change Contacts process based on the current system status. Any limitations or restrictions will be displayed in the information banners.

How to log in and change phone/email if you have lost the phone number/email

There are scenarios in which you have lost access to your number or email and need to change your contact information. Here’s how you can do it:

Scenario 1: You have lost access to the phone number and are logged out of the Genome app

1. Access the web version of my.genome.eu.
2. Enter your email address and password.
3. After you enter the data, the auto mobile confirmation will appear. To proceed, you can choose “other method” for confirmation. In this case, choose the email.
4. You will receive a code to the email you entered. Use this code to access the dashboard.
5. Now you can proceed with changing your contacts.

Scenario 2: You have lost access to the email and are logged out of the Genome app

1. Access the web version of my.genome.eu.
2. Enter your phone number and password.
3. After you enter the data, the auto mobile confirmation will appear. To proceed, you can choose “other method” for confirmation. In this case, choose SMS.
4. You will receive a code to the phone number you provided. Use this code to access the dashboard.
5. Now you can proceed with changing your contacts.

Scenario 3: You have lost access to the email and are logged out of Genome’s web version

1. Open your Genome app.
2. Enter your phone number and password.
3. After you enter the data, you will receive an SMS code to the phone number you provided. Use this code to access the dashboard.
4. Now you can proceed with changing your contacts.

Scenario 4: You have lost access to the phone number and are logged out of Genome’s web version

1. To restore access, you need to use Genome’s web version to log in. Access the web version of my.genome.eu.
2. Enter your email address and password.
3. After you enter the data, the auto mobile confirmation will appear. To proceed, you can choose “other method” for confirmation. In this case, choose the email.
4. You will receive a code to the email you entered. Use this code to access the dashboard.
5. Now you can proceed with changing your contacts.