Guest with a BK ES 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 ES CRM (including Braze). The existing marketing opt-in/out is kept

• New email address is updated in PLK ES CRM

• New email address is updated in Airtouch and Homeria delivery systems

Guest with a BK ES account contacts Customer Support via email, using their new email address, and asks for their old email address to be changed to this one

• Customer Support Agent asks the guest to place the request via their old email address, to verify their identity

Guest sends the request from their old email address

Same as 1.1.

Guest with a BK ES account contacts Customer Support via email, using their new email address, and asks for their old email address to be changed to this one

• Customer Support Agent asks the guest to place the request via their old email address, to verify their identity

Guest says they don’t have access to their old email address anymore

• Customer Support Agent verifies the guest identity using procedures defined by RBIberia

• If the Customer Support Agent is satisfied that the request is genuine and not an attempt of fraud, s/he enters the new email address on the Support Tool

• Customer Support Agent has the choice to flag this account as not having access to their old 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

• If the Customer Support Agent flagged the account, payment methods are deleted (to prevent fraud)

• An email is sent to the guest’s old email address, confirming the change

• New email address is updated in BK ES CRM (including Braze). The existing marketing opt-in/out is kept

• New email address is updated in PLK ES CRM

• New email address is updated in Airtouch and Homeria delivery systems

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.

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

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.

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

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

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.

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.