Support Guide
Verified: 2026-05-28100% complete

Email / phone change

Verified: 2026-05-28% complete
Customer's problem
The customer wants to change their email or phone number on the account.
Quick fix
Email — the customer can change it themselves in the app (OTP is sent to the new email). Phone number — cannot be self-served because the phone number is the login identity. Phone changes always go to L2.
❓ First ask

"Do you want to change your email, or your phone number?"

Steps — what to do

Email change (the customer can do this themselves):

  1. Open Account Settings in the app.
  2. Tap the email field to edit it.
  3. Enter the new email.
  4. Enter the OTP sent to the new email to verify. (The OTP goes to the new email, not the old one.)

Phone number change:

  1. The phone number cannot be changed in the app — it is the customer's primary login.
  2. Escalate directly to L2. There is no self-service path.
🗣️ Say this to the customer
For email: open Account Settings, tap your email, enter the new one, and verify with the OTP sent to the new address. The phone number cannot be changed in the app because it is your login — let me connect you with our team.
✅ Do
For email, let the customer enter the OTP themselves on the new email. For phone changes, escalate directly to L2.
⛔ Don't
Never ask the customer for the OTP. Do not attempt to change the phone number yourself — there is no such option.
🔴 Escalate when

Every phone number change request must go to L2 — neither the customer nor L1 can do it. L2 will perform identity verification and update the phone manually.

⚙️ Background (agent reference — do not read to customer)

Email changes can be made through Account Settings and trigger a fresh email-OTP verification. Phone number changes are more involved because the phone number is the primary authentication identifier — there is no self-serve flow for phone changes.

⚠️ Phone changes always escalate

The phone number is the primary auth key. Never try to guide the customer through a self-service phone change — it does not exist. Always escalate to L2.