Keeping your account information up to date helps protect your account, keeps your profile accurate, and prevents interruptions to key activities such as investing, withdrawals, and account access.
Below is the definitive breakdown of how to manage your personal data and documents, whether you're doing it yourself in-app or getting an assist from our support team.
What You Can Update — and How?
Some updates can be completed directly in the Thndr app, while others require review by our support team for security or regulatory reasons
Use the quick reference table below to see where to start for each type of update, and when contacting support may be required.
Update | Start Here | Use Support When |
Email Address | In App (Security) | You cannot log in or lost access to your current email |
Phone Number | In App (Security) | You changed it recently, see an error, or need review |
PIN | In App (Security) | You cannot log in and need account recovery |
Username | In App (Security) | — |
Security Questions | In App (Security) | — |
Trusted Contacts | In App (Security) | — |
Country of Residency | Support (In-App Chat) | Residency changes require review |
Expired Documents | In App (My Documents) | If not listed or manual review is needed |
In App Updates
You can manage your account details directly within the app. Your security is a top priority, and you can access all relevant controls through the My Hub tab.
To update your Security settings:
Open the app and navigate to the My Hub tab.
Locate the Account section and tap Settings.
Select Security to view and update your information.
From the Security page, you can change your:
Refer to the sections below for detailed, step-by-step instructions on each.
Change Email Address
Tap Change Email
Enter your PIN
Enter your new email address
Enter the OTP sent to your new email.
Once verified, your email change is confirmed
After changing your email:
You will be logged out automatically after the change
Future emails from Thndr will be sent to the new address
If the new email is linked to an existing unverified account, the unverified account may be removed automatically to prevent duplicates
If you no longer have access to your registered email address, contact our Support team to help you regain access to your Thndr account.
Change Phone Number
Before changing your phone number, note that:
The phone number should belong to you
Withdrawals or transfers may be paused for 4 hours after the change
You can change your number once every 30 days
Steps
Tap Change Phone Number
Enter PIN
Enter new phone number
Enter 6-digit OTP sent to your new number
Your phone number is updated once the OTP is confirmed
If you see the message ‘This number can't be used,’ it may be already linked to an existing account. Please contact Support with proof of ownership, and we’ll help you resolve this.
Change PIN
Tap Change PIN
Enter current PIN
Enter new PIN
Confirm new PIN
⚠️ Important: Never share your PIN or OTP with anyone. If you believe your PIN has been compromised, change it immediately.
Forgot PIN?
If you cannot log into Thndr:
Open App
Tap Forgot PIN
Tap Start Account Recovery
Complete the liveness check
Set a new PIN
Submit for Review
Once submitted, our team will review your recovery request within 6 business hours. You’ll be notified once the review is complete. If approved, you can log in using your new PIN.
Change Username
Tap Change Username
Enter PIN
Choose a new available username
Changing your username deactivates unused referral links connected to the Thndr Referral Rewards Program
Security Question
Tap Security Question
Enter PIN
Choose a new question
Set your new answer
Support-Assisted Changes
Some updates require a manual review by our team to keep your account secure—specifically for sensitive information or if you’ve lost access to your account.
To request a change via Support:
Open the app and tap My Hub.
Tap Help
Tap Contact Support
Specify your change request
By contacting Support you can:
Refer to the sections below for detailed, step-by-step instructions on each.
Recover Email Address
If you cannot access your account, contact support.
You may be asked for:
A clear photo of your national ID
A selfie holding your ID
After review, the team may call your registered phone number within 2 working days to complete verification.
Change Phone Number Within 30 Days
If you need to update your phone number and it has been less than 30 days since your last change, our team must manually review your request for security purposes.
To proceed, submit one of the following proofs of ownership:
Official Bill: A recent bill showing your name and number, issued by a telecom provider.
Ownership Contract: A phone line contract or mobile subscription agreement.
Call Log: A verified log or screenshot showing the number is currently in use.
Once submitted, our team will review your documents and confirm the update. To keep your account secure, transfers in and out of your wallet will be paused for 4 hours after the change is complete.
Update Country of Residency
If you have moved to another country, your residency details must be updated through our support team, as this feature is not currently available in-app.
To request an update, provide the documents based on your situation:
Returning to your home country: A valid national ID or passport from that country.
Moving to a new country: A valid residency visa or permit issued by your new country of residence and proof of address.
Proof of Address: A recent utility bill (electricity, water, or gas), rental lease or agreement, or a bank statement clearly showing your name and new address.
Egyptian Returnees: If you are an Egyptian citizen moving back to Egypt with a valid Egyptian National ID verified on your Thndr account, a separate Proof of Address (POA) is not required, as your address is verified via your National ID. You must still contact support to inform us of your move and request the profile update.
⚠️ Important: To be accepted, all documents must be issued within the last 6 months and clearly display your full name and current address.
Update ‘My Documents’
If a document has expired:
Open My Hub
Go to My Documents
Find the expired document
Tap Add
Capture and submit the new document
Our team will review your updated document, and you’ll be notified once approved.
⚠️ Important: You have a 30-day window after a document has expired to upload a replacement before account activities are restricted. Updating early is recommended.
If you live abroad and cannot renew your national ID:
If you are Egyptian and living abroad and are unable to renew your national ID, you can submit alternative documents through our support team. Contact us through the in-app chat and provide:
Passport
Residency Card from your country of residence
Our team will review your documents and update your account accordingly.
Submit Unlisted Documents
If you need to add or update a document that isn’t listed under ‘My Documents’, please submit it directly to our support team via the in-app chat for manual review.
💡 Tip: Ensure any document you submit is clear, valid, and shows all four corners of the page to avoid delays in processing. |
Why Updating Documents Matters
Your documents help verify identity and keep your account compliant. Expired or outdated records may affect your ability to:
Place orders
Access certain app features
Complete sensitive account actions
Quickest Path to Update
I can log in: Use the In-App Security settings.
I'm locked out: Tap Forgot PIN on the login screen or contact Support.
My ID/Passport expired: Go to My Hub > My Documents to upload a new one.
I moved to a new country: Contact Support with your new proof of residency.
I have a document not listed in the app: Send it to us via the In-App Chat.