Gender Change

Article Title
Gender Change Request (Account Update)

Category
Account Changes / Personal Information

General Information
Players may request to update the gender listed on their account. This request requires identity verification through document submission to ensure account security and accuracy.

Purpose / Objective
To provide agents with a clear process for assisting players in updating their gender information while ensuring proper identity verification.

Scenario / Use Case
A player contacts support requesting to update the gender listed on their account.

Step-by-Step Instructions

1. Confirm the player’s request to update their gender.

2. Instruct the player to submit documentation:

   • Upload a valid form of ID through Secure Document Upload.

3. Guide the player to include a written explanation:

   • In the document upload description field, the player must clearly state the requested gender update.

4. Direct the player to the upload location:

   • My Account > Tools > Secure Document Upload

5. Confirm submission and advise the player to monitor for updates if applicable.

6. Compliance will be notified once their documents are uploaded, and they will review and make the necessary changes

Additional Information / Tips

• Ensure the ID submitted is clear, legible, and valid.
• Encourage use of Secure Document Upload for faster processing.
• A written explanation is required to ensure the request is properly documented.
• Agents should not manually update gender without proper documentation.

Variations / Related Questions Phrased Differently

• “How do I change my gender on my account?”
• “Can you update my personal information?”
• “My gender is incorrect in my profile—how do I fix it?”
• “I need to update my account details.”

Common Issues / Troubleshooting

• Issue: Player does not upload ID

  • Inform them that ID is required to verify and process the request.

• Issue: Player forgets to include explanation

  • Ask them to resubmit with a description clearly stating the requested change.

• Issue: Document image is unclear or incomplete

  • Request a clearer, fully visible image of the ID.

• Issue: Player unsure how to upload documents

  • Guide them through Secure Document Upload steps.