TABLE OF CONTENTS


  • Case 1: The request comes from the account login email

    • Action: Send them the FAQ to change the login email on their own.



  • Case 2: The request is NOT from the account login email

    • Case 2.1: The request is from the account payment email

      • Action: Ask the user to provide payment info 
      • Reply Email Template: BCC current login email


Hi, 


To help us look into the account ownership transfer issue, please email us the last 4 digits of the payment card used for this podcast account. Once we receive the info, we will further review it.


(If the user sends us the info above, then forward the ticket to level 2 to check. )


  • Case 2: The request is NOT from the account login email

    • Case 2.2: The request is from an email with the same company domain as the login email

      • Action: Send the attached file "1 The request to update the login email" to the user. Ask the user to download and fill the requested letter, then send it to us
      • Reply Email Template: BCC current login email and payment email


Hi, 


To request a change of the owner email address for a Podbean account, please download the the attached form, fill in the required details, and submit it in PDF format to us. Upon receipt, we will review your request.


(If the user sends us the requested letter in PDF, then forward the ticket to level 2 to check. )


  • Case 2: The request is NOT from the account login email

    • Case 2.3: The request does NOT meet both of the above conditions

      • Action: Send the attached file "2 The request to update the login email" to the user. Ask the user to download and fill the requested letter, then send it to us
      • Reply Email Template: BCC current login email and payment email


Hi,


To request a change of the owner email address for a Podbean account, please download the attached form, fill in the required details, and submit it in PDF format to us. Upon receipt, we will review your request.


(If the user sends us the requested letter in PDF, then forward the ticket to level 2 to check. )



Level 2 team: Check the correctness of the info provided. 



1. If the info is correct, then update the login email and reply as below:



Hi, 


According to your request, the login email of the podcast account has been changed to "____". You can use this link to reset a new password: https://www.podbean.com/site/user/forgetpassword 



2. If the info is incorrect, then we cannot change the login email and reply as below:



Hi, 


The last 4 digits of the payment card you provided is incorrect. We cannot confirm if you're the account owner. For security reason, we cannot change the email for you.