How to Update Your Email Address When You No Longer Have Access to the Original One
If you are unable to access the email address associated with your CrownCoins account, this guide will help you update it. To maintain your account’s security, the process involves verifying your identity through a liveness check.
Why Is a Liveness Check Necessary?
A liveness check ensures that only the rightful owner of the account can make sensitive updates, such as changing the email address. This added layer of security protects customer accounts against unauthorized changes.
Steps to Update Your Email Address
Follow these steps to securely update your registered email address:
Submit a Support Request: - Begin by submitting a new request through the CrownCoins Support Center. - Select the option labeled Update Personal Info.
Start the Liveness Verification Process: - Once your request has been initiated, you will need to complete a liveness check. This will require you to take a selfie and follow on-screen instructions to verify your identity. Ensure that: - Your face is fully visible in the frame. - Your environment is well-lit.- Carefully follow any on-screen prompts to ensure the verification process is successful.
Validity of Verification: - A specialized verification link for the liveness check might be provided. These links often have a 2-day validity period, so make sure to complete the process promptly.
Email Update Confirmation: - Upon successful identity verification, your new email address will be added to your account. Double-check the new details to ensure accuracy.
Important: If you encounter issues during this process, reach out to the CrownCoins support team for further assistance.
Common Scenarios
Here are some frequently encountered situations and their solutions:
1. Lost Access Due to a Broken Device:
If you lost access to the registered email because of a broken or lost device, follow the standard steps above to update your email.
2. Forgot Password for the Original Email:
If you cannot reset your account password because the original email is inaccessible, you can use the liveness check process to update the email and regain access.
3. Updating Multiple Contact Details (Email & Phone):
CrownCoins allows updates to both your email and phone number. You can follow the same liveness check procedure to make these changes securely. This process applies generally to updating sensitive personal information, not just email and phone numbers, ensuring versatility across various update requests.
4. Lost Access Due to Old, Unused Email Accounts:
For older accounts tied to outdated or unused email addresses, provide a new email address that has never been registered on CrownCoins. Once verified, your account will be updated to use the new email exclusively.
Troubleshooting Liveness Checks
If you encounter issues during the liveness verification process, consider the following solutions:
Lighting Issues: Ensure the area is well-lit and free from shadows obscuring your face.
Device Compatibility: Use devices with functioning cameras capable of capturing full-resolution images.
Expired Link: If the verification link has expired, submit a new request to restart the process.
Document Uploads: In some scenarios, uploading additional documents may be required. Ensure these documents are readily available if requested.
Contacting Support
For situations that the standard guidelines do not address, such as account complications or expired liveness check links, our support team is available to assist.
Submit a Support Request through the CrownCoins Support Center.
Provide Necessary Details: This may include proof of identity or any correspondence linked to your registered email account.
Security Reminders
Ensure that the new email address provided has never been registered on CrownCoins previously.
Protect your account credentials after updating your email to avoid unauthorized access.
Following these steps will ensure that the process is smooth, secure, and efficient!