Invalid Email in NeoSphere

Article Title
Invalid Email in NeoSphere

Category
Account Changes / Email Issues

General Information
When a system-generated email fails to deliver and is returned, the player’s email may be marked as “Invalid” in NeoSphere. This triggers a prompt requiring the player to confirm their email upon login. Agents can verify and correct this status when appropriate.

Purpose / Objective
To guide agents in identifying, verifying, and resolving “invalid email” flags in NeoSphere so players can receive communications and access account features without interruption.

Scenario / Use Case
A player reports they are not receiving emails or is being prompted to confirm their email when logging in.

Step-by-Step Instructions

1. Locate the player’s account in NeoSphere.

2. Check if the “Invalid Email” box is selected.

3. Verify the player’s email address:

   • Ask the player to confirm the email on file.

4. If the email is confirmed correct:

   • Uncheck the “Invalid Email” box.
   • Click Save Changes.
   • Refresh the account to ensure updates are applied.

5. If the email is incorrect:

   • Follow the Email Address Change process.

6. Advise the player to improve email delivery:

   • Add the support email/domain to their approved or safe senders list.

7. If issues persist:

   • Suggest updating to a different email provider/domain.

Additional Information / Tips

• Invalid email flags are typically triggered by bounced or undeliverable system emails.
• Players will be prompted to verify their email each time they log in until resolved.
• Always confirm the email verbally before making updates.
• Encourage players to check spam/junk folders.

Variations / Related Questions Phrased Differently

• “Why do I have to confirm my email every time I log in?”
• “I’m not receiving emails from the lottery.”
• “Why is my email marked invalid?”
• “Can you fix my email on the account?”
• “My verification emails aren’t coming through.”

Common Issues / Troubleshooting

• Issue: Emails not being received

  • Confirm email accuracy
  • Uncheck invalid email flag if correct
  • Advise checking spam/junk folder

• Issue: Email marked invalid repeatedly

  • Ask player to whitelist support email/domain
  • Suggest switching to a different email provider

• Issue: Player prompts to confirm email at login

  • Fix invalid email flag if appropriate
  • Confirm system updates are saved

• Issue: Incorrect email on file

  • Follow standard email change procedure