Account_Change Email Address

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

If Account Lockdown Premium Security Feature is enabled (you see EXTRA SECURITY flag), Verification should be done ONLY over chat. Additional Verification will be done by Tier 3 -> please escalate after you followed current protocol before changing email address.
  1. Customer comes to request change email address
  2. Customer confirms full name, email, shipping / billing address and 4 last digits of cc
Scenario 1: customer is facing SMS messages issues and customer asked for troubleshooting or customer does not have text in the plan
Verification for this scenario should be done over chat (through app is preferable - please ask them to use app). Customer can be a Visitor in Front.
Please always ask customers to chat from app to get account info
  1. Mandatory: PSS goes to Flow plugin on Front and checks the location of customer: city and country should be the same as in billing/shipping address
  2. PSS skips SMS OTP and asks additional security question 1:
    1) “When was your account created? When did you order your Starter Kit?” OR “When was your line activated? When did you buy your first plan?”
    PSS skips SMS OTP and asks additional security question 2:
    2) "When was your last charge?" OR "What was your Base Plan?"
    Do NOT expect customers to give exact date, month and year or season and year (e.g. spring 2020) should work.
  3. Customer answers correctly at least 1 of 2 questions.
Scenario 2: customer can successfully receive SMS OTP.
  1. PSS sends SMS from SMS folder on Front using canned response “OTP SMS”. Make Sure to create 6 digits OTP (except for 123456 or 000000 or 1111111 and the OTP should be the random numbers so it can not be easily guessed)
  2. PSS puts OTP number in Subscriber profile page comment section AND put a note on the Front initial thread saying OTP was sent and OTP number is XXXXXX
  3. Customer tells PSS the OTP and it should be the same OTP PSS invented in SMS
After Scenario 1 Or Scenario 2 Steps are completed
  1. PSS goes to Subscriber page -> Actions -> Modify and updates email address
  2. PSS adds Comments to Subscriber Page:
    Request: Email address change from XXX to YYY

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