Most profile, residency-type, security, language, and saved-card changes can now be started directly in the ePróspera portal. The instructions below identify the changes that still require support.
Changes in ePróspera come in two types. Account Settings apply to your ePróspera login and account. Residency Settings apply to your residency record.
Residency Settings
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Contact Information changes:
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Physical mailing address (request a change in the ePróspera portal under Settings → Account)
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Resident email address (contact support)
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Upgrade or Downgrade residency type
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Termination of residency
Account Settings
Update Login Email
Currently, updating your email address involves a manual configuration process. To create this change, kindly reach out to our support team by opening a conversation through the chat bubble located at the bottom right corner of your screen. Our dedicated support staff will assist you promptly.
Update Physical Address
You can request a change to your physical or mailing address directly in the ePróspera portal under Settings → Account, without first contacting support.
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Log in to the ePróspera portal.
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Open Settings and select the Account tab.
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Under Contact details, click the pencil icon beside Address (Request address change).
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Enter your new address and attach Proof of address, such as a utility bill, bank statement, or rental agreement (PDF, JPG, or PNG, up to 4.5 MB).
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Click Submit request.
The team reviews your request before updating the address on file. You will receive an email once it has been reviewed. While a request is Pending review, you cannot start another address-change request.
Change Residency Type
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Log in to the ePróspera portal.
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Select Residency from the left-hand menu.
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In the Summary section, click Change beside Residency Type.
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Select the new residency type and complete the application steps shown in the portal.
Change Password
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Log in to the ePróspera portal.
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Click your name or profile image in the upper-right corner, then select Settings.
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Select the Security tab.
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In Change password, click Request Password Change.
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An email will be sent to you with a link.
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Follow the instructions on the email to reset your password.
Change Language
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Log in to the ePróspera portal.
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Click your name or profile image in the upper-right corner, then select Settings.
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Select the Preferences tab.
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In Change language, select a language.
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Click on Change to save.
Saved Cards / Payment Methods
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Log in to the ePróspera portal.
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Click your name or profile image in the upper-right corner, then select Settings.
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Select the Account tab.
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Under Payment methods, click Manage cards.
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In the secure Stripe portal, add or remove saved cards as needed.
The Billing page remains the place to view active services, open invoices, payment history, and voucher codes; saved-card management is under Settings → Account.
Updating your residency photo
To update your residency photo, please contact Support and request to speak with a representative.
In order to ensure consistency and professionalism, your photo must meet the following guidelines:
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Clear, front-facing headshot (no side angles or exaggerated selfies)
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Plain background preferred
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Good lighting (avoid shadows and filters)
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No group photos or cropped images from social events
File Specifications:
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Format: JPEG or PNG
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Max file size: 4.5 MB
Once submitted, updates are typically processed within 24–48 hours.
Cancelling your residency
Self-service residency termination is now available in Settings → Account, in the section headed Deactivate account. Review the checklist, verify your identity, acknowledge the consequences, and select Submit residency termination notice. Termination alone keeps your portal account active; account deactivation is a separate, optional action.
The date depends on the exact agreement you signed: supported policies use immediate termination or seven full 24-hour days. The form does not offer a custom date or an end-of-paid-period option. Contact support before submitting if you need that timing or if the checklist asks for a review.
Read End Your Residency with Self-Service Termination for the full walkthrough, blocker explanations, billing and tax consequences, cancellation, and help. If you also want to stop portal access afterward, see Terminate Residency and Deactivate Your Account.