If your ID document has changed, has expired, or if you want to use another official document, you can replace your ID document directly from the TrustMe app.
Replacing a document lets you update the information linked to your account while keeping the same account.
When should I replace my ID document?
You can replace your document in several situations, for example:
- your national ID card or passport has expired
- you have a new ID document
- you want to use another official document accepted by TrustMe, such as a passport instead of an ID card.
The new document must be accepted by TrustMe, be valid where required, and show exactly the same identity information (first name, last name, and other personal details) as your account.
If your first or last name has changed, check the article My name doesn’t match my document.
How do I replace my document?
Replacing your document is done directly from the app. Follow these steps:
- Sign in to your TrustMe account.
- Open the “My ID document” section.
- Scroll to the bottom of the page.
- Tap the blue “Replace official ID document” button.
- Confirm your choice by selecting “Replace.”
- Then begin registering your new document.
The process is identical to the one used when creating your account.
Do I need to redo the identity verification?
Yes.
When you replace your ID document, you need to go through the entire verification process again. In particular, you’ll need to:
- photograph your new document
- follow the various verification steps shown in the app
- take a new selfie to confirm your identity.
This new verification confirms that the new document genuinely belongs to the account holder.
Can I change the type of document?
Yes.
For example, you can replace a national ID card with a passport, as long as this document is accepted by TrustMe.
Can I keep using TrustMe while my document is being reviewed?
Yes.
While your new document is being reviewed, your account remains usable.
The review is carried out within the same timeframe as when you created your account.
Is there a limit on how many times I can replace my document?
Yes.
For security reasons, you can replace your ID document a maximum of two times over a five-year period.
This limit helps protect accounts against fraudulent use and repeated document changes.
If you reach this limit, an error message will appear in the app.
I’ve reached the replacement limit, what should I do?
If you’ve already replaced your document twice within the last five years, it won’t be possible to register a third one.
In this situation, the only solution is to delete your TrustMe account and create a new one.
You’ll then be able to register your new document when creating this new account.
Best practices
Before starting your document replacement, make sure that:
- your new document is accepted by TrustMe
- it’s in good condition and perfectly legible
- it genuinely belongs to the account holder
- the information on the document exactly matches what’s registered on your account
- you have a stable internet connection to complete the verification under good conditions.
Following these recommendations increases the chances of your replacement request being approved quickly.