Changing your email address
Changing the email address associated with your account may be necessary for various reasons, such as losing access to the registered email or correcting a misspelled address. This section outlines the general process, requirements, and steps for updating your email address.
For security reasons, email address changes cannot be completed directly from your account. This ensures that only the account owner can authorize changes, protecting sensitive information from unauthorized access.
General Process for Changing Your Email Address
To update the email address on your account, follow these steps:
Verify Your Identity: You will need to confirm your identity by providing specific details, such as your registered name and other account information.
Provide the New Email Address: Ensure the new email address has not been previously registered with the service, even if the account was later closed as a duplicate. Use a different, unused email address to proceed.
Confirmation: Once the update is processed, you will receive a confirmation email at the new address. Check your spam folder if you don’t see it.
This process helps prevent unauthorised changes to sensitive account information. Support can only discuss or make changes to an account when the contact email matches the email registered on the account. If you are using a different email, you must first update your registered email through the proper verification process.
Steps for Scenarios Where the Registered Email Is Inaccessible
If you no longer have access to your registered email, you can still update your account by following these steps:
Send a Request from the New Email Address: Use the email address you want to register going forward.
Include Required Documents:
Your current registered email address (the one to be replaced).
A valid identification document (e.g., passport, driver’s license).
A photo of yourself holding the same ID next to your face, ensuring both your face and the document details are clearly visible.
Additional details such as your date of birth and postcode may be required.
Submit the Request: Send the email with all required information to the support team.
Correcting a Misspelled Email Address: If your email address is misspelled in your account profile, you cannot update it yourself. Instead, you need to:
Contact Support via Chat: Request the update and provide the correct email address.
Verify Your Account: Support will ask you to confirm your identity and account details.
Receive Confirmation: After the update, a confirmation email will be sent to the corrected email address.
Checking your current number
To see the phone number currently registered to your account, log in and navigate to Account Details > Personal Details.
How to update your number
For security reasons, phone numbers cannot be updated manually in your profile or via live chat. To request a change, please follow these steps:
Compose an email from the email address currently registered to your account.
Send the request to our support team.
Include your new phone number and a brief request to update it.
Why do I need to email? This process ensures the request is coming directly from the account owner. Once our team has reviewed your request, we will provide an update via email.