Correcting Typos in Emails and Home Address

Email Typos:

Note: We can only create a case/update in real time for obvious typos in common domains (gmail, yahoo, etc.) that occur after the ‘@’ symbol.
 

Example: John.Smith@gmail.con, jackiejill@yaoo.com

For other email address changes, refer to the normal email address change process

Process:

1. Review the case notes for any previous information regarding an email change
2. Search for all accounts the player may have by PII
   1. Player’s full name
   2. Last 4 of SSN
   3. Address
3. Confirm the correct email with player
4. If the typo is after the @ symbol, ask a team lead or shift lead to update in real time. 
5. If a Team Lead or Shift Lead is not available, log the escalated case for it to be updated later.
   1. When escalating, please note both the typo and the correctly updated email in the notes. 

Home Address Typos:

Note: We can only create a case/update in real time for obvious typos in the address. We do not change street numbers or apartment numbers.

Example: 2234 Wahsington Ave, apt #1A, Linsing, MI 48999

The street name and city are obvious typos that can be confirmed with Google. The street number and apartment number cannot be confirmed, as the player may have moved apartments or to the building next door.

For other home address changes, refer to the normal home address change process

Process:

1. Review the case notes for any previous information about the address
2. Confirm the correct address with the player
3. If the typo can be confirmed by typing it into Google, ask a Team Lead or Shift Lead to update it in real time
4. If a Team Lead or Shift Lead is not available, log the escalated case for it to be updated later. 

When escalating, please note both the typo and the correctly spelled home address