If you’d like to reactivate your Virtual Office subscription with The Hoxton Mix, we’re here to help you get back on track quickly. Follow these steps to reactivate your account and resume using our services.

Contact Our Support Team

To initiate the reactivation process, please send an email to our support team at help@hoxtonmix.com.

Be sure to include the following information in your email:

• Your company name
• A brief note indicating that you would like to reactivate your Virtual Office plan

Review of Outstanding Payments

Upon receiving your request, our team will review your account details to ensure everything is up-to-date.

If there are any outstanding payments or fees, we’ll let you know and guide you on how to settle them to complete the reactivation process.

KYC & AML Verification (Important)

As a Trust and Company Service Provider (TCSP) regulated under UK Anti‑Money Laundering (AML) requirements, we must ensure that all customer identification is valid and up to date when reactivating a subscription.

Reactivation within 90 days

If you reactivate your account within 90 days of cancellation, your existing KYC documents (proof of ID and proof of address) remain valid and securely stored on file.

No further action is needed unless your address or company details have changed.

Reactivation after 90 days

If more than 90 days have passed since cancellation, you’ll be asked to resubmit your KYC documentation, including:

• A valid proof of ID
• A proof of address dated within the last 90 days

This 90‑day rule aligns with industry best practice — under AML guidelines, a proof of address must be current (within 90 days) to ensure accuracy and compliance.

Document retention and archiving

For security and compliance purposes:

• KYC documents are archived after 90 days of inactivity.
• Archived records are stored securely and retained for five years, as required by UK AML regulations.
• These are only accessible to authorised personnel or government bodies (e.g. HMRC) if requested for audit or verification.

Confirmation of Reactivation

Once any outstanding payments are resolved and KYC checks are complete, we’ll reactivate your Virtual Office subscription and send you a confirmation email to confirm your account is back in good standing.

Our goal is to make reactivating your subscription as smooth as possible.

Don’t hesitate to reach out with any questions or concerns — our support team is here to assist you every step of the way!

Updated on: 11/11/2025