Email Change

Article Title
Email Address Change (With and Without Account Access)

Category
Account Changes / Contact Information

General Information
Players can update their email address through their account if they have access. For security, Two-Factor Authentication (2FA) is required when making email changes or resetting passwords. If a player cannot access their account or email, alternate verification and document submission methods are required.

Purpose / Objective
To provide agents with the correct process for assisting players in updating their email address securely, whether they have account access or not.

Scenario / Use Case
A player wants to update the email address associated with their account but may or may not have access to their account or existing email.

Step-by-Step Instructions

If Player Has Access to Their Account

1. Instruct the player to log in.
2. Navigate to:
   • My Account > Details > Player Name
3. Select “Change” next to the email address.
4. Enter the new email address and submit.
5. Complete the 2FA verification:
   • Code will be sent to the existing email or phone number on file.
6. Enter the code and click Submit.
7. Confirm the update was successful once confirmation appears.

If Player CANNOT Log In

1. Attempt to assist with login recovery (password reset, etc.).
2. If unsuccessful, advise the player to submit a written request via mail including:
   • A letter explaining the requested email change
   • Acceptable photo ID
   • Lottery username

Mailing Address:

• MSL Processing
• P.O. Box 15187
• Lansing, MI 48901

If Player Can Log In BUT Cannot Access Current Email

1. Instruct the player to log into their account.
2. Have them upload the following via Secure Document Upload:
   • Copy of their ID
   • Written letter explaining the request
   • Include the new email address in the letter

Special Scenario: Email Linked to Another (Unverified) Account

• Player may request to use an email already tied to an unverified account.
• They must submit an email change request for that unverified account first.
• Once updated, the email can then be used on the verified account.

Case Logging Requirements:

• Owner: Support
• Category: Account Changes
• Subcategory: Change of Contact Details
• Subject: Change of Contact Details
• Resolved: Yes

Additional Information / Tips

• 2FA is required for all email changes and password resets.
• Always verify identity before making or guiding changes.
• Encourage self-service when possible for faster resolution.
• Ensure players understand where the verification code will be sent.
• Clearly explain when document submission is required.

Variations / Related Questions Phrased Differently

• “How do I change my email address?”
• “I don’t have access to my old email—what do I do?”
• “Can you update my email for me?”
• “I’m not receiving my verification code.”
• “My email is wrong and I can’t log in.”

Common Issues / Troubleshooting

• Issue: Player does not receive 2FA code

  • Confirm contact details on file and have them check spam/junk folders.

• Issue: Player cannot access both account and email

  • Direct them to submit a written request with ID via mail.

• Issue: Email already in use on another account

  • Advise player to update the unverified account first.

• Issue: Player refuses mail option

  • Explain security requirements and why alternate verification is not permitted.

• Issue: Player uploads incomplete documentation

  • Clarify required documents (ID + written request including new email).