Losing a phone or email changes the authentication route, not the identity of the account owner. Build an ownership file from the original account and transaction history, then use the verified support channel to replace the unavailable factor.
Record whether access was lost to email, mobile number, authenticator app or device. Save the last successful login, old masked contact detail and precise challenge screen. Do not repeatedly request codes to an account you no longer control.
Recover the email or mobile service through its own provider when possible. Change compromised passwords and remove unauthorised sessions. Never disclose recovery codes, authenticator seeds or remote access to someone claiming they can bypass King Billy security.
Have the legal account name, registration date, old contact suffix, recent transaction IDs and verified payment ownership available. Submit photo identification only through the authenticated upload route and follow its current capture criteria.
After support updates the factor, verify the registered email and phone, log out other sessions and review balance and transaction history. Keep the case reference and change confirmation. A factor migration should not create a new account or erase a pending withdrawal.
No. Keep authenticator seeds, passwords and one-time codes private.
No. Migrate recovery on the original verified account.
Use the legal profile, old contact suffix, account age and masked transaction or payment records.
Last reviewed: 31 July 2026
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