Merchant Requests to Change Email Address

This process will walk you through the steps we need to take if we receive a call or email from a merchant requesting that we change their email address used to log in to the Merchant Portal.

Verification Process: 

1. Is the merchant calling from a number we have on file for them? 
   1. If they are, have them verify the email address they currently use to log in to the portal. It is very important that you don't volunteer this information, they need to be able to provide their current email address. 
   2. If they are not, let them know we need to call them back on the number we have listed for them for verification purposes. Verify their email address used to log in. Do not volunteer any of this information. 
2. Once you have verified the user, ask what email address they need to change their login to. 
3. Check the User Role for the merchant in Enterprise Portal. 
   1. If they are a representative or manager, let them know that an Admin on the merchant account can update the email for them. If they don't know who is an Admin from their company, we can reach out to the Admin directly to let them know of the request. 
      1. Contact the designated MSR for the account and inform them about the request. They may prefer to personally reach out to one of the Admins to initiate the email change.
   2. If the person calling is an Admin and there are no other Admin users to make the change, submit a ticket to MSR2 requesting the change.

What to do if the information does not match

Things to look out for:

1. The phone number they are calling from does not match what we have on file for them. 
2. They are requesting to change the email from a business email to a personal email address. 
3. All other users have a login with one domain and they are the only ones with a different domain. 
   1. For example, all other users and the company website are merchantname.com and they are requesting to change it to a generic domain such as home.com
4. The formatting of the email does not match other users on the account. 
   1. All other users have an email format of firstname@merchantname.com and the new email they are providing is merchantname@home.com or some other generic domain. 
5. If they tell you all other Admins on the account are no longer with the company. Check the last time any of those users logged in to see if it matches their timeline. 

If any of these things come up during the call, get as much information as possible from the caller and escalate it to Julia Jagmin and Yessel Rangel.