Get in touch
We’re here to help. Whether you have questions before applying or need support with your account, we aim to respond within 2 working days.
Jump to: Before you contact us · Contact form · Email addresses · Response times · What we can help with · Limitations · Troubleshooting
Check the FAQs first
Many common questions are answered there, and it’s often the quickest way to get an answer.
Common topics
- How the application process works
- What documents you’ll receive
- Pricing and payment questions
- Digital Registry access
- Legal recognition and usage
- Name change (deed poll) questions
- Account and technical issues
Send us a message
Use the form below and we’ll respond within 2 working days (Monday–Friday, excluding UK bank holidays).
Your details
Prefer to email directly?
Use the address that best matches your enquiry.
General enquiries
Questions about the service, how it works, or anything not covered in our FAQs.
Customer support
Help with your application, account access, delivery, or technical issues.
Press & media
Media enquiries, partnership opportunities, or press information about the service.
If you’re unsure, email support@genderrecognition.org and we’ll route it.
What to expect
We aim to respond within 2 working days (Monday–Friday, excluding UK bank holidays).
Mon–Thu
Enquiries received Monday–Thursday are typically answered by the end of the next working day.
Fri–Sun
Enquiries received Friday–Sunday are typically answered by Tuesday.
Complex cases
If something needs extra checking, we’ll acknowledge your message and follow up as soon as we can.
During peak periods, response times may be slightly longer — we’ll always keep communication clear.
What we can help with
Before, during, and after your application.
Before you apply
- Questions about how the service works
- What’s included in each package
- Regional context and typical usage
- Pricing and payment questions
- Technical questions about applying
During your application
- Help completing the application form
- Questions about required details
- Payment and billing issues
- Status updates where appropriate
After you receive your documents
- Accessing your digital certificate
- Understanding registry access
- Replacement requests
- Updating your details
- Renewal and subscription questions
- Account and technical issues
What we can’t help with
Clear boundaries so you know what to expect.
We can’t provide
- Legal advice — we can explain what our certificate is and provide regional information, but we can’t advise on your specific situation.
- Medical or therapeutic advice — we don’t provide counselling or medical guidance.
- Guaranteed acceptance — acceptance varies by organisation and jurisdiction.
- Expedited processing — standard processing is 5 working days; we don’t offer emergency or same-day service.
- Guidance on official government processes — for passports, official government recognition, etc., contact the relevant authority.
If you’re experiencing issues
Quick checks that solve the most common problems.
Can’t access your account
Try password reset on the login page. If it still doesn’t work, email support with the email you registered with and a brief description of the issue.
Haven’t received your documents
Check your dashboard for dispatch/tracking. UK delivery is typically 3–5 working days after dispatch; international is typically 7–10 working days. If it’s been longer, contact support with your order number.
Error on your certificate
Contact support with your reference number and a clear description (or photo) of the error and what it should say. If it’s our mistake, we’ll replace it free of charge.
Payment declined or failed
- Check card details are correct
- Ensure sufficient funds and card validity
- Billing address matches your card
- Try another payment method
Need the right page?
- Pricing for packages and add-ons
- How it works for the full process
- Disclaimer for limitations and usage
- Register to get started
Still stuck?
Send a message via the form and include your order/reference number if you have one.
Use the contact form