How can I fix an issue with my Hotmart account registration?

If you have received a message about irregular documentation or incomplete registration when trying to perform actions such as uploading documents, registering a product, or making a withdrawal at Hotmart, don't worry. This guide will help you identify the problem and walk you through the steps to resolve it and update your account.

What does an incomplete registration mean?

If you're unable to complete certain actions on the platform, like registering a product, and you see a message about an incomplete registration, it could mean that your documents haven’t been fully reviewed yet.

❯ To check the status of your registration, follow these steps:

1. Log in to your account here: https://app.hotmart.com/
2. Click on the round icon in the upper-right corner and select My Account.
3. In the Personal Information tab, check if the information is complete and if the documentation has already been analyzed.

The document review process can take up to 1 hour after submission. Once that time has passed, try completing the action again.

What does a duplicate account issue mean?

If you have another Hotmart account registered with the same documents, the system will flag this as a duplicate and may block certain actions. Hotmart allows only one account per person or company.

❯ To resolve the issue:

• Delete one of the accounts by following the instructions in this article, or
• Request a change of ownership as described in this article.
  
  

What is a documentation issue, and how do I fix it?

Issues with your documentation can happen for several reasons. It’s important to check the notifications in your Hotmart account’s documents area, as they will detail any discrepancies that need to be corrected.

Important: Documentation issues only apply to users registered in Brazil.

If your account is registered in Brazil and you receive a notification about a problem with your documents, this means you’ll need to resolve it before continuing to use the platform. Common problems include:

• CPF (Taxpayer ID): canceled, holder deceased, suspended.
• CNPJ (Company Tax ID): canceled, inactive, suspended

❯ To fix documentation issues, you have two options:

1. Fixing the issue with tax authorities (Receita Federal in Brazil) 
   Access the Receita Federal website, check the status of your CPF or CNPJ and follow the instructions.  
   • To check your CPF, click here.
   • To check your CNPJ, click here.
     
     
2. Account ownership change
   Alternatively, you can request a change of ownership for your Hotmart account. To do so, contact the Hotmart Support Team by following the steps outlined in this article.

Keeping your information up-to-date in Hotmart is essential for carrying out financial transactions and ensuring everything complies with your country’s tax regulations. 

Frequently Asked Questions

❯ How do I update my documents or change the legal nature of my account? 

To update your documents or change the legal nature of your account, submit a request to the Hotmart Support Team. More information is available in this article.

❯ How do I update my bank details?

If you haven’t registered your bank account on Hotmart yet, keep in mind that this option becomes available after your first sale. For more information, check out these articles:

• How do I register my bank account for withdrawals outside of Brazil? - for individuals residing outside Brazil.
• How do I register my bank account for withdrawals in Brazilian Reais? -  for individuals residing in Brazil who make sales in reais (BRL).
• How do I register my account with Payoneer? - for individuals residing in Brazil who make sales in other currencies.

❯ How do I change my personal information in my Hotmart account?

To update personal details like your name, phone number, or date of birth, you’ll need to confirm your identity with the Hotmart Support Team. Learn more in this article.

❯ How do I update my account email? 

To change the email associated with your account, send a request to the Hotmart Support Team. Details can be found in this article.

❯ How do I change the country registered on my account? 

If you need to update the country on your account, please contact the Hotmart Support Team by following the instructions in this article.