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Card & Profile

Your details, and what you can change

What you can edit yourself, what you have to ask us about, and what changing your email affects.

3 min read Created 26 Jul 2026

Overview

Your profile is what we hold about you. It is where the name on your card and receipts comes from, and the address we use to reach you.

Most of it you can change yourself, and changes take effect straight away.

A few fields lock once you are a member — your name, mainly. Your card and receipts have already been issued with it, so we change it for you rather than letting it drift out of step. Just ask.

Your password is in the Security section of the same page. If you signed in with Google there is no password here to change.

Reference

You can change Your email, phone, address, photo and password.
Ask us to change Your name and other identity details, once you are a member. They appear greyed out.
Never changes Your Member ID. It is how we find you.
Your email address You can change it, but be careful — it is how you sign in, and where payment links, renewal notices and receipts go.
Your photo Appears on your card. There is a size limit, and photos straight off a phone are often too big.
Where changes show up On your card the next time you open it. On receipts only from your next payment — we never rewrite a receipt that has already been issued.

Step-by-step

  1. Change what you need and save
    The form is grouped into personal, contact, address and security. You only need to touch the part you are changing. If something is wrong it is marked in place, and your other changes are kept.
    Your profile.
    Your profile.
  2. If a field is greyed out, ask us
    That is not a fault. Send us what it should say and your Member ID.
    For your phone number, pick your country from the list rather than typing a code into the number box.
  3. Change your password under Security
    Your current password, then the new one twice. It applies at once, and you stay signed in on your other devices.
    The Security section.
    The Security section.
  4. If you change your email, make sure it works first
    It is how you sign in and where everything is sent. An address you cannot read will also lock you out of password resets.
  5. Replace your photo if your card needs it
    Drop a file on the photo area and save. If it is straight off your phone, save a smaller copy first — phone photos are usually too big.

Tips

Update your address before you renew. Your receipt is made from your details on the day you pay.
Use a personal email address rather than a work one. Work email rules can quietly filter our messages.
After changing your name or photo, open your card to check it looks right.

Notes

You cannot delete your account yourself. Ending your membership is a different thing, and you can start that — End your membership at the bottom of this page.
Changing your password does not sign you out on your other devices.

Troubleshooting

The field you need to change is greyed out.

Why it happens: It is one of the fields that locks once you are a member.

What to do: Send us the correction and your Member ID.

Your photo will not upload — too large.

Why it happens: Phone cameras produce files well over the limit.

What to do: Save or share a smaller copy and try again.

It says your current password is wrong and you are sure it is not.

Why it happens: Your browser is filling in an old saved password.

What to do: Type it in by hand. If it still fails, log out and reset it.

Your card still shows the old photo.

Why it happens: You are looking at a card you opened earlier, or a PDF you downloaded before.

What to do: Open the card again, and download a fresh PDF.

Related articles

Your membership card Needs an account How to open your card, save it for offline use, and check that someone else’s card is genuine. Signing in, and what to do when you cannot Access & Account The two ways to sign in, how to reset a forgotten password, and why you sometimes have to wait. Your receipts Payments & Renewal Needs an account Where to find your receipts, how to keep them, and how someone else can check one is genuine. When to ask us, and what to send Support The things you cannot do yourself, and the three details that get them sorted in one reply. Ending your membership Membership Needs an account How to ask us to close your membership, what happens next, and when it actually ends.
Still need help?
The membership office can look at your record directly.
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