Steps	Expected results
Guest with a BK ES account contacts Customer Support via phone and asks for their email address to be changed to a new one	Customer Support Agent asks guest to submit the request using their old email address, for identity verification purposes
Guest sends the request from their email address	Same as 1.1. or 1.3.

Scenario 2. BK PT guest asks for email to be changed

Steps	Expected results
Guest with a BK PT account contacts Customer Support via email and asks for their email address to be changed to a new one	Customer Support Agent locates the account using the current email address in the Support Tool Customer Support Agent enters the new email address An email is sent to the guest’s new email address, with a confirmation link/button
Guest clicks on the confirmation link/button	New email address is updated in the guest account An email is sent to the guest’s old email address, confirming the change New email address is updated in BK PT CRM (including Braze). The existing marketing opt-in/out is kept No other brand’s CRM systems are updated New email address is updated in Airtouch and Homeria delivery systems

Info
Scenarios 1.2 to 1.4 would follow the same pattern.

Scenarios via the Whitelabel Apps

Steps	Expected results
Customer navigates to their Account Info screen	Account info screen is displayed
Customer chooses to change their email address	The customer is able to enter a new email address
Customer enters a valid new email address	The customer sees an OTP input screen. An email message with an OTP code is sent to the new email email address.
Customer opens their mail app	Customers sees an email with the OTP.
Customer returns to the whitelabel app and enters the correct OTP code	Customer sees the Account Info screen, with the new email updated in their account. An email message is sent to the previous email address, informing the customer that their account was updated. The new email address is updated in the BK ES CRM (including Braze). The existing marketing opt-in/out is kept. The new email address is updated in PLK ES CRM. The new email address is updated in Airtouch and Homeria delivery systems.

Steps	Expected results
Customer navigates to their Account Info screen	Account info screen is displayed
Customer chooses to change their email address	The customer is able to enter a new email address
Customer enters an invalid email address	The customer sees an information message that the email is not valid.
Customer enters the same email address	The customer sees an information message that the email is already associated with the account and they should enter a different email
Customer enters an email that is associated with another customer account	The customer sees an information message that the email is already associated with an account and they should enter a different email

Steps	Expected results
Customer navigates to their Account Info screen	Account info screen is displayed
Customer chooses to change their email address	The customer is able to enter a new email address
Customer enters a valid new email address	The customer sees an OTP input screen. An email message with an OTP code is sent to the new email email address.
Customer opens their mail app	Customer sees an email with the OTP
Customer enters a different OTP code than the one sent to the new email address	Customer is informed that the code is incorrect
The customer enters a different OTP code 3 times	The customer sees an error message that there have been too many incorrect attempts to enter the OTP code. The only available action is to go back to the Account Info screen.
The customer enters the OTP code after 24h	Customer is informed that the code is invalid

Steps	Expected results
Customer A navigates to their Account Info screen	Account info screen is displayed
Customer A chooses to change their email address	The customer is able to enter a new email address
Customer A enters a valid new email address	The customer sees an OTP input screen. An email message with an OTP code is sent to Customer A’s new email email address.
Customer B chooses to change their email address and follows the same steps above	An email message with an OTP code is sent to Customer B’s new email email address.
Customer B opens their mail app	Customer B sees an email with the OTP.
Customer B returns to the whitelabel app and enters the correct OTP code	The email address is updated successfully in Customer B’s account, as described in the happy path above
Customer A opens their mail app	Customer A sees an email with the OTP.
Customer A returns to the whitelabel app and enters the correct OTP code	Customer A sees an error message stating that the email is already in use.

Steps	Expected results

Steps	Expected results
Customer navigates to their Account Info screen	Account info screen is displayed
Customer chooses to change their email address	The customer is able to enter a new email address
Customer enters a valid new email address	The customer sees an OTP input screen. A message with an OTP code is sent to the new email email address.
Customer opens their mail app	Customers sees an email with the OTP.
Customer returns to the whitelabel app and enters the correct OTP code	Customer sees the Account Info screen, with the new email updated in their account. An email message is sent to the previous email address, informing the customer that their account was updated. The new email address is updated in the BK PT CRM (including Braze). The existing marketing opt-in/out is kept. No other CRM systems are updated. The new email address is updated in Airtouch and Homeria delivery systems.