Change the account administrator from Support Center

Submit an account administrator change request through Swan Support, then guide the requester through Swan's hosted form.

To be eligible for an account administrator change, the account holder must meet all of the following conditions:

Condition	Requirement
Account holder type	Company
Company subtype	Company, Association, HomeOwnerAssociation, or Other (not SelfEmployed)
Verification status	Verified
Existing change request	No ongoing account administrator change: none of the request statuses Ongoing, Pending, WaitingForInformation, or InvitationSent

Walkthrough

Step 1: Initiate the request

Submit a Swan Support request with the account holder information (IBAN or account holder name).

• This process isn't yet self-service in the Dashboard. All requests go through Swan Support to keep all exchanges in a single Zendesk ticket.
• Swan processes the request, creates the account administrator change, and generates a form URL.
• Swan shares the form URL with you (the partner) to forward to the requester. Partners can't generate this URL themselves.
• The form URL is valid for 7 calendar days. After expiry, the status moves to Expired, the supporting document collection is Canceled, and a new request must be initiated.

Step 2: Submit the request form

The requester opens the form URL and submits the following information:

• Requester details (if the requester is different from the new administrator).
• New account administrator details.
• Reason for the change.
• Required supporting documents.

Because the form is unauthenticated, any third party can fill it (for example, a company secretary or an outgoing legal representative who no longer has account access).

Step 3: Swan reviews the request

After submission, the status moves to Pending. Swan's Know Your Customer (KYC) team reviews the submitted documents.

• If additional information is needed, the status moves to WaitingForInformation. Swan generates a new dedicated document upload URL and shares it with you via the support ticket. The requester can no longer use the original form link at this stage.
• After the additional documents are uploaded, the status returns to Pending and the review resumes.

Step 4: New administrator receives an invitation

After documents are validated, Swan invites the new administrator to join all accounts belonging to the account holder. The invitation grants full permissions: canViewAccount, canInitiatePayments, canManageAccountMembership, canManageBeneficiaries, and canManageCards (all true).

After accepting the invitation, the new administrator is automatically directed to Swan's identity verification flow. No manual link sharing is needed.

Invitation not received?

If the new administrator doesn't receive the invitation, you can resend it using the sendAccountMembershipInviteNotification mutation. The membership status must be InvitationSent, and you can send up to 5 invitations per day. Alternatively, contact Swan Support via the support ticket.

Step 5: New administrator becomes the legal representative

Before Swan can set the new administrator as the legal representative, they must have the required identification level for their IBAN country.

IBAN country	Required identification level
France, Belgium, Italy, Netherlands, Spain	Expert
Germany	QES (Qualified Electronic Signature)

What happens next depends on the new administrator's current identification level:

• No prior identification: Swan guides the new administrator through the appropriate identification process automatically after they accept the invitation.
• Lower identification level than required: Swan support reaches out with a link to complete the appropriate process. The status remains InvitationSent until the required level is achieved.
• Already has the required level: Swan sets them as the legal representative immediately.

Once the account membership is Enabled on all accounts, Swan sets the new administrator as the legal representative on all accounts. The status moves to Verified and the supporting document collection moves to Approved.

Step 6: Clean up account access

Swan doesn't automatically remove or downgrade the previous administrator. Their membership and permissions remain unchanged.

The new administrator should review the previous administrator's access and decide how to proceed:

• Disable the membership entirely.
• Keep the membership with full permissions.
• Update the membership to a limited role.

To cancel a submitted request, follow the cancelation options on the concept page.

tip

Share the Change your account's legal representative Support Center article with your users. It explains the process from the account holder's perspective.