Member relocation and funds FAQs

Can a member's locale be changed?

Yes, as long as there are no monetary transactions or funds within the membership account.

However, if there are monetary transactions or funds within the account, the locale cannot be changed and a new account needs to be created.

What happens to existing funds on an account, if a new one is created?

Funds cannot be transferred between accounts. We strongly recommend that members withdraw all monetary awards from their account before relocation, even if the destination uses the same currency (such as Euros), as a new account will be created for them that cannot receive previous funds.

Note: If a member's account is deactivated before withdrawing existing funds, they cannot be recovered.

What's the best way to set up a new account for a member?

The following must be actioned:

1. The member should withdraw all monetary awards from their account
2. Through their account settings, request account deactivation
3. Once the platform admin deactivates the account, they can create a new one for that member with their new locale and the currency

Note: Another option is for the membership to be revoked by the platform admin. However, they will need to wait 60 days until their account is de-provisioned before registering a new one with the same email.

Do members retain their eCards and other non-monetary awards?

No. Just as with monetary funds, eCards and other non-monetary awards cannot be transferred between accounts.