Phone Number Change

Article Title
Phone Number Change (With and Without Account Access)

Category
Account Changes / Contact Details

General Information
Players can update their phone number through their account if they are able to log in. If they cannot access their account, agents may update the phone number in NeoSphere after completing verification.

Purpose / Objective
To guide agents in assisting players with updating their phone number while ensuring proper verification and secure handling of account information.

Scenario / Use Case
A player needs to update the phone number associated with their account but may or may not be able to log in.

Step-by-Step Instructions

Player CAN Log In

1. Instruct the player to log into their account.
2. Navigate to:
   • My Account > Personal Details > Update Mobile Phone
3. Click UPDATE next to the mobile phone number.
4. Enter the new phone number:
   • Include country code (+1) if not pre-filled
   • Enter the 10-digit phone number without symbols
5. Enter the 6-digit code sent to the email address on file.
6. Click Submit.
7. Confirm the update using the confirmation pop-up.

Player CANNOT Log In

1. Perform full player verification.
2. Ask the player to confirm the current phone number on the account.
3. Confirm the new phone number, including country code.
4. Update the phone number in NeoSphere:
   • Enter in both regular and cell phone fields
   • Click Save Changes and then Refresh
5. Ensure both old and new phone numbers are documented in the case.

Additional Information / Tips

• Ensure the phone number is entered correctly without symbols.
• Confirm both old and new numbers before making updates.
• Email verification is required for self-service updates.

Variations / Related Questions Phrased Differently

• “How do I change my phone number?”
• “Can you update my number for me?”
• “I don’t have access to my account—how do I fix my phone number?”
• “How do I update my mobile number?”

Common Issues / Troubleshooting

• Issue: Player not receiving email code

  • Confirm the email address on file is correct

• Issue: Player enters phone number incorrectly

  • Ensure proper format (10 digits, no symbols, include country code if needed)

• Issue: Player cannot log in

  • Proceed with agent-assisted update after verification

• Issue: Changes not saved in system

  • Ensure Save Changes and Refresh steps are completed