Support
Frequently Asked Questions
Plain-English answers about the certificate, the registry, name change (UK deed poll), delivery, pricing, and privacy. If something isn’t a fit for your situation, we’ll say so clearly.
Jump to: About the certificate · Legal status & limitations · Deed poll (UK) · Pricing & payments · Privacy & security · Delivery & replacements
Section 1
About the certificate
What it is, what it includes, and how people typically use it.
What is a Gender Recognition Certificate?
A Gender Recognition Certificate is a formal document that records your self-identified gender in your chosen name and gender.
It includes a unique reference number linked to our secure Digital Registry for verification.
What does the certificate include?
Your chosen name and self-identified gender, the date of issue, and a unique reference number.
Depending on the package you choose, you’ll receive a digital PDF and/or a high-quality printed certificate.
How do people use the certificate?
Many people use it as supporting documentation when updating records with banks, employers, healthcare providers, insurers, and other organisations.
Others simply value having a formal, professional record of their identity for personal use.
Is this service available outside the UK?
Yes. We issue certificates to adults across 15+ countries/regions where self-identification is permitted for personal use.
For region-by-region guidance (and official links where available), see Regions.
Do you issue certificates for non-binary identities?
If your region and intended use allow it, we can document your self-identified gender as stated in your application.
Acceptance varies by country and organisation, so we recommend checking Regions before applying.
Section 2
Legal status & limitations
Clear boundaries so you can make an informed decision.
Is the certificate legally binding?
The certificate is a formal record of your self-identified gender for personal use. It is not government-issued ID and does not replace
official gender recognition processes where they exist. Some organisations accept it as supporting documentation; others may not.
Does this change my government records or passport?
No. Government bodies have their own requirements for updating gender markers and names on official documents.
We provide supporting documentation, not legal recognition.
Can you guarantee an organisation will accept it?
No. Acceptance varies by organisation and country. We’re transparent about this and provide region guidance to help you decide.
If you need official recognition, you should follow the applicable government process for your country.
Do you provide legal advice?
No. We provide information and practical guidance, including links to official sources where possible.
If you need legal advice, you should speak to a qualified professional in your jurisdiction.
Section 3
Deed poll (UK) — name change
What it is, who it’s for, and how it works alongside your certificate.
What is a deed poll?
A deed poll is a legal document used in the UK to change your name.
It’s commonly used to update records with banks, employers, and many organisations.
Do I need a deed poll to get the certificate?
No. The certificate can be issued in your chosen name and gender as stated in your application.
A deed poll is only needed if you want a UK legal name change document as well.
Can I add a deed poll to my order?
Yes — UK residents can add a deed poll during the application. If you already know you need a name change document,
bundling it is usually the simplest route.
Do I need witnesses for a deed poll?
Yes. Typically, you’ll need two witnesses aged 18+ who are not immediate family.
You’ll receive straightforward instructions with your documents.
Section 4
Pricing & payments
One-off purchase for documents, plus optional registry renewal later.
How much does it cost?
Pricing depends on whether you choose a digital-only certificate, printed + digital, or a complete UK bundle including deed poll.
See Pricing for current packages and what’s included.
Is the Digital Registry included?
The first year of Digital Registry access is included free with every eligible certificate purchase.
From Year 2 onward, renewal is optional — you remain in control.
What currency will I be charged in?
Payments are processed in GBP (£). If you’re paying from outside the UK, your bank may apply an exchange rate or a small conversion fee.
Do you offer refunds?
Because documents are personalised and (where applicable) produced to order, refunds are limited.
Please read the full Refund Policy for the official terms and the exact cutoff points.
Can I cancel the registry renewal?
Yes. Renewal from Year 2 is optional. You can cancel before renewal and re-activate later if you need online verification or account-based access again.
Section 5
Privacy & security
Designed for sensitive documentation. Privacy isn’t optional here.
Is my information private?
Yes. We handle applications using appropriate security measures and comply with UK GDPR.
We do not sell or share applicant data with third parties.
Will my delivery be discreet?
Yes. Printed documents are shipped in plain, unmarked packaging with nothing on the outside indicating the contents.
Can someone else verify my certificate without my permission?
Verification is controlled. The registry exists to support authenticity checks, but access is not public.
Only you should share your reference details when you want an organisation to verify your documentation.
Can I request deletion of my data?
You can request deletion of personal data where applicable under data protection law, subject to legal and operational requirements.
Contact support via Contact if you have a specific request.
Section 6
Delivery, replacements & changes
Timelines, re-prints, and what to do if something goes wrong.
How long does it take?
Most certificates are processed within 5 working days. If you’re ordering a bundle that includes a deed poll, processing may take a little longer.
Your account will show status updates as your application moves through production.
What if there’s a mistake on my documents?
If the error is on our side, we will replace the affected documents.
If the error comes from information submitted in your application, contact support as soon as possible — changes may not be possible once production begins.
Can I order extra printed copies?
In many cases, yes — extra printed copies can be ordered after purchase (subject to availability) via your account dashboard.
What if I lose my certificate?
Your reference number and registry record support authenticity and replacement handling.
If you need help, contact support via Contact.