Correcting Typos in Email Address and Home Address

Article Title
Correcting Typos in Email Address and Home Address

Category
Account Changes / Contact Information

General Information
Agents may assist players with correcting minor typos in email addresses or home addresses under specific conditions. Only clear, obvious typographical errors are eligible for real-time correction. All other changes must follow standard update processes.

Purpose / Objective
To guide agents in identifying and correcting obvious typos in a player’s email or home address while ensuring compliance with account security and data integrity policies.

Scenario / Use Case
A player cannot access their account or notices incorrect information due to a typo in their email or address and requests assistance correcting it.

Step-by-Step Instructions

Email Typos (After “@” Only)

Eligible Scenario:
Typos in common domains (e.g., gmail.com, yahoo.com) that occur after the “@” symbol.

Examples:

• john.smith@gmail.con
• user@yaoo.com

Steps:

1. Review case notes for any previous email change requests.
2. Search for all possible player accounts using PII:
   • Full name
   • Last 4 digits of SSN
   • Address
3. Confirm the correct email address with the player.
4. If the typo is after the “@”:
   • Contact a Team Lead or Shift Lead to update in real time.
5. If no Team Lead is available:
   • Create an escalated case.
   • Include both the incorrect email and corrected version in notes.

Note:
If the typo is NOT after the “@”, follow the standard email change process.

Home Address Typos

Eligible Scenario:
Obvious spelling errors in street name or city that can be verified (e.g., via Google).

Examples:

• “Wahsington Ave” → Washington Ave
• “Linsing, MI” → Lansing, MI

Restrictions:

• Do NOT change street numbers or apartment/unit numbers.

Steps:

1. Review case notes for prior address updates.
2. Confirm the correct address with the player.
3. Verify the typo using a reliable source (e.g., map search).
4. If confirmed:
   • Contact a Team Lead or Shift Lead for real-time update.
5. If no Team Lead is available:
   • Escalate the case and document both incorrect and corrected address.

Note:
If the correction involves anything beyond a clear typo, follow the standard address change process.

Additional Information / Tips

• Only obvious typos qualify for real-time correction.
• Always confirm corrected information verbally/in writing with the player.
• Never make assumptions about address details that cannot be verified.
• Encourage self-service updates when the player has account access.
• Use escalation when required leadership is unavailable.

Variations / Related Questions Phrased Differently

• “My email is spelled wrong—can you fix it?”
• “I typed my email incorrectly when registering.”
• “My address has a typo—how do I fix it?”
• “I can’t log in because my email is wrong.”
• “There’s a misspelling in my account details.”

Common Issues / Troubleshooting

• Issue: Email typo is before the “@” symbol

  • Follow the standard email address change process.

• Issue: Player cannot log in due to incorrect email

  • Verify identity and proceed with correction or escalation.

• Issue: Address correction involves apartment or street number

  • Do not update; direct player to full address change procedure.

• Issue: No Team Lead or Shift Lead available

  • Escalate with clear notes including both incorrect and corrected information.

• Issue: Unable to verify address typo

  • Do not update; require standard documentation-based address change.