To continue, choose a category and subcategory. For some categories, we’ll show you the most frequent question and answer. If your question is not answered you can you can always get support. Please provide as much detail as you can. We’ll try to find the answer for you with this additional detail.

To change your security question:
Go to the Accounts menu > Settings > Change Security Question
To reset a forgotten password or security question:
Make sure you have access to the email address on file with Translance.
Click the Forgot Password reset link on the login form or the Forgot Security Question reset link on the security form.
Enter your email address. We will then send an email which will allow you to reset your password or security question. Be sure to check your spam, junk, and/or trash folders if you can’t find the reset email. This email is time sensitive—the reset link will only work for one hour.
Follow the email’s link to set a new password or security question.
If you suspect that someone has compromised your account:
Change your security question. Do this first.
Change your password, leaving checked the box to “Require all devices to sign in with new password.”
Then contact Customer Support by clicking here to report the problem.
Tips:
Don’t share your password or security key with anyone and never allow others to log into your Translance account.
Your password and security key are case sensitive.
Your password and security key should be easy for you to remember and hard for others to guess.

Translance may require verification of any user to uphold the Translance Terms of Service. Possible reasons Translance might require you to verify your identity include:

• To determine ownership of duplicate accounts
• To determine ownership of linked accounts
• To assist you in resuming your account
• To determine ownership of accounts showing suspicious or high-risk activity
• Know Your Customer (KYC) program compliance
• Any other reason that Translance deems appropriate, including random checks to maintain the integrity of the marketplace

Documents Required

You will need to scan two documents in order to verify your identity. Don’t crop, rotate, touch up, adjust colors, or alter the images in any way.

1. Your current, valid government-issued photo ID
   • This ID must include your picture, signature, name, date of birth, and address, with the exception of passports, which don’t need your address.
   • The image must be a color scan that shows your photo and required data clearly. The four edges of the ID card must be visible in the scanned image. If the expiration date is on the back of your photo ID, then you should send us a scan of the back of the card, as well.
   • Acceptable documents include passport, national ID card (NIC/CNIC), driver’s license, NBI Clearance (Philippines only), tax ID, voter ID, postal ID, or any other valid government-issued photo ID that meets the criteria above. Even when issued by a government agency, we can’t accept documents like student IDs, employee IDs, or library cards.
2. A recent billing statement
   • Your name and address must be visible.
   • The utility company or bank address information must be visible.
   • Your account may be a joint account, but your name must be on the account. Your address must match the location information you entered on Translance. Your name must match both your Translance account information and your government ID.
   • The dates on your scanned statement must be within six months of the date you upload them.
   • Acceptable documents include bank statements, credit card statements, utility bills, or any other monthly bill that meets the criteria above.

Prepare for Verification

Before you begin:

• Gather and scan the necessary documents.
• If you need to verify the authenticity of an identity verification request, contact support.

Your Translance profile must be consistent with your verification information:

• Translance profile picture must be consistent with ID picture
• Translance profile address must match address on statement
• Translance profile name must match both government ID and statement
• Translance profile payment methods must match name on government ID and statement or provide additional documentations showing legal authorization/ownership.

If you are unable to verify your identity, Translance may, at our discretion:

• Suspend payments from your account
• Suspend all of your contracts
• Revoke the Translance Payment Protection for your existing contracts
• Suspend or close your account
• Suspend or close suspected duplicate accounts

Warning—Deliberately uploading falsified documentation is a crime and violators will be permanently suspended. Translance may report users who attempt to send fake or falsified documents.

Identity Review Process

Translance will review your uploaded content to ensure it matches our criteria. This usually takes three to four business days. Translance will notify you when we complete the review. In addition to the verification process above, may require you to submit additional documentation or a short video. In some cases, it may also be necessary to contact you for a live video call.