Update of your information – In partnership with Capitalia and Lemonway
In order to comply with current regulatory requirements, Capitalia must collect and regularly update certain information relating to the identity of its users. This is part of the KYC (Know Your Customer) process, which aims to enhance security and combat money laundering and terrorist financing.
This process is carried out in partnership with Lemonway, a payment institution authorised in France and supervised by the ACPR (Bank of France), our official payment service provider.
In the next few days, you will receive a secure email from Lemonway inviting you to complete or confirm your personal information. This step is essential to continue using your account and remain compliant with European regulations(in particular the PSD2 directive and AML/CFT legislation).
- Lemonway is an authorised and trusted payment institution
- The email you will receive is legitimate and complies with strict regulations
- Your data is processed securely and in accordance with the GDPR
In the form sent by Lemonway, some information might be stated in French, as it is a French-based company. Please do not get confused by that and use the Google Translate web extension for translating to a language of your preference.
If you have any questions or concerns, please do not hesitate to contact our customer support team at the following address: support@capitalia.com. Thank you for your understanding and cooperation.
FAQ on recertification
In September 2025, our partner, authorized payment institution Lemonway, will perform its client recertification process to comply with the newest KYC regulations. This process will require action from all Capitalia clients as well who will need to update their information on Lemonway interface.
What is recertification? - Recertification means updating and confirming your personal or company information so it remains accurate and compliant with European financial regulations. This process is part of the KYC (Know Your Customer) requirements designed to protect your account, prevent identity fraud, and combat money laundering and terrorist financing.
Our trusted payment partner Lemonway, authorised and supervised by the ACPR (Bank of France), securely collects and verifies this information.
How will the recertification happen? - You will receive a secure, personal link from Lemonway via email. You will receive a secure, personal link from Lemonway via email. The sender will be no-reply <no-reply@lemonway.com>. The link that is shown if you move the mouse over the button will start with https://e-eu.customeriomail.com/. The site that opens on the click is collect.ondorse.co.
This link will take you to a protected online portal where:
- Your existing information will already be pre-filled.
- You simply review it, update any changes, and upload required documents.
- A summary will be shown for your confirmation before submission.
The process only takes a few minutes and can be completed from your computer or mobile device.
What information do I need to update?
For individuals:
- Confirm or correct your personal details (name, address, date of birth, nationality, etc.)
- Upload requested documents (if nothing indicated, just continue the process and not upload documents)
For companies:
- Confirm or update company registration details
- Provide information about the legal representative(s)
- Upload requested documents (if nothing indicated, just continue the process and not upload documents)
The form is shown not entirely in English
For best results, we suggest staying in the English language, as it seems other languages are not fully supported yet, even if available. There could be some details, explanations or choice options in another language; we have reported the issue to Lemonway.
What is the real deadline?
Two different dates were communicated via emails. October 31st and November 15th. Please be informed that the real actual deadline is November 15th, 2025.
Not possible to change the country of incorporation (companies)
This happens when the Beneficial owners’ country initially was different from the Country of incorporation of the Company. In these individual cases, please contact support@capitalia.com. We will coordinate with Lemonway and a new portal for recertification will be created for you.
Unclear what documents to upload
When any new document is needed, it's clearly stated, however, the document part is visible in all cases. If you do not see any details what document to upload, please do continue to next step without uploading documents.
Did not receive an email from Lemonway
Some users reported that these emails were sent to their SPAM folder, please check there. Otherwise, please do not worry. In some circumstances Lemonway had all required KYC information and your account could have been skipped. Lemonway does send reminders every 15 days as well.
Updating your KYC information is mandatory. If you do not complete this process by the specified deadline, your account may be blocked or suspended in accordance with regulatory obligations. That means you will no longer be able to send money to your Lemonway account, receive money from your Lemonway account, and (for investors) invest in Capitalia crowdfunding projects.
To avoid interruptions to your services, please complete your update as soon as possible once you receive the secure email from Lemonway.
Whom can I contact for more information? - If you have any additional questions that this page does not cover, please get in touch with us by writing to support@capitalia.com or calling +372 5864 0880.