Prerequisites for Better Resolution:

  • CEE Account Login Credentials
  • Admin Access (Only admin can modify email or mobile)

Initial Verification Steps to be Followed by Customer:

  1. Confirm Admin Access:
    • Ensure that the user attempting to modify the email or mobile number has admin access to the panel.

Resolution Steps to be Followed:

  1. Step 1: Log in to the Account:

    • Log in to the respective CEE Account using the provided credentials.
    • Navigate to Profile -> Account Configuration.
    • Screenshot:


  2. Step 2: Modify Email or Mobile:

    • Scroll to the bottom of the page.
    • Under the section "Add or Modify Email and Mobile Number Data for the Reports," make the necessary changes and save.
    • Screenshot:


  3. Step 3: Resend Password (if needed):

    • If modifying the mobile number, click on "Resend Password" to validate the changes.

Resolution / Next Steps:

  • The email or mobile has been successfully modified.

Escalation Path:

  1. Initial Verification:

  2. Further Investigation by Helpdesk:

    • If the issue persists after modifying the email or mobile:

      • CAT Escalation:

        • Escalate to: SME
        • Contact: SME1 / SME2
        • Email: Ticket with internal note and investigation
        • Slack Channel: [Your respective channel within Support]

      • Cross-functional Escalation:

        • Escalate to: Cross-functional Teams
        • Contact: SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Feedback on Playbook:

Please provide your feedback on the playbooks using the following link: Feedback Form