Stuck accounts and identity recovery: non-ideal cases

This article covers cases that do not follow the ideal path: the account was created, but the email did not arrive or was wrong, or a WhatsApp number became tied to an account the customer cannot access.

If the email confirmation link does not arrive

Check inbox, spam, and junk first. If the mailbox is full, clear space and ask support to resend the verification link. You do not need to create a new account if the email is correct and you can access it.

If you lost access to the email or typed it wrong, contact support through the Contact page or official WhatsApp and include:

• The name used during registration.
• The email you entered, if you know it.
• The correct email you want to use.
• The WhatsApp number tied to the account.
• Any order or subscription reference, if available.

If WhatsApp is tied to an incomplete account

If your WhatsApp number is tied to an account whose email is not confirmed, do not create multiple accounts with the same number. Contact support from the same WhatsApp number when possible.

After manually checking account ownership, the support team can use the user directory to choose one of these safe paths:

• Change the unverified account email to your correct email, then send a new verification link.
• Release the WhatsApp number from the stuck account and cancel open verification challenges, if starting correctly again is the better path.

If you have more than one account

Do not keep using multiple accounts for the same orders or subscriptions. Support will usually keep the account that contains the real orders or subscriptions, then help recover that account instead of splitting history across accounts.

What support will not do

For your safety:

• Support will not manually verify email on your behalf.
• Support will not ask for your password.
• Support will not reveal verification codes.
• Support will not release WhatsApp from an active, verified account that has already signed in without stronger checks and review.

The goal is to recover the correct account with the least possible change, while keeping orders, subscriptions, and communication history in place.