If you are unable to access the phone number or email address linked to your UUPAY account, you must submit a formal Account Recovery Request to our support team. Please follow the instructions below based on your account’s Identity Verification (KYC) status.
I. Identity-Verified Accounts (KYC Completed)
Users who have successfully completed real-name verification may request a reset of their linked contact information through a manual review.
Prerequisite: You must be able to identify the original email address used during registration (this is necessary to locate your account in our system).
Documentation Required:
Valid Government ID: High-resolution photos of your original ID (both front and back).
Handheld ID Selfie: A clear photo of yourself holding your ID card next to your face. Both your face and the ID details must be perfectly legible, unobstructed, and free of glare.
Submission Procedure:
Email Support: Send the documents to customerservice@uupay.com .
Required Email Details:
Full Name (Legal):
Nationality:
Registered Email Address (for identification):
Reason for Recovery: (e.g., "Permanent loss of linked phone/email; requesting reset")
Status Update: After sending the email, please contact our Online Live Support to confirm your submission. Your request will then enter the formal audit queue.
Processing Time: Typically reviewed within 72 hours (3 business days).
II. Non-Verified Accounts (KYC Not Completed)
Because unverified accounts lack a legal identity link, recovery options are strictly limited to protect account security:
Eligibility for Recovery: You must still have access to at least one of your registered contact methods (either the linked phone OR the linked email) to receive a mandatory verification code.
How to Proceed: If one contact method remains functional, contact Online Live Support immediately to submit a recovery ticket and provide any requested supplementary proof.
Irrecoverable Accounts: If both the linked email and phone number are inaccessible, UUPAY is unable to verify ownership through any technical or legal means. In such cases, the account cannot be recovered.
Critical Compliance Notes
Image Integrity: All photos must be of the original physical documents. We do not accept scans or photocopies. Any images that have been digitally altered (including cropping, retouching, or filters) will result in an automatic rejection of your request.
Data Consistency: All information provided in your email must match your identity documents exactly.
Security Protocol: Upon successful recovery, please log in immediately to secure your account and store your updated contact credentials in a safe location.
For further assistance, please reach out to UUPAY Official Online Support.