Your email address is one of the most important pieces of information tied to your Kovix account. It's where we send invoice notifications, payment confirmations, subscription receipts, and any account-related communications. If you've changed email providers, lost access to your old address, or simply want to use a different one, here's how to get it updated.
Can I change my email address myself?
No. Email address changes cannot be made directly through Settings. Because your email is a primary contact and recovery point for your account, changes go through our support team with a verification step to ensure the new address actually belongs to you. This protects you from someone else changing your email without your knowledge and locking you out.
How does the email change process work?
When you contact support to request an email address change, here's exactly what happens:
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You contact support and provide your current email address, your new email address, and a brief reason for the change.
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We verify your identity. You don't need to answer security questions or prove who you are manually. When you open the Kovix live chat, your session is automatically authenticated using a secure identity token tied to your account — this cryptographically confirms to our support team that the person in the conversation is the verified account holder. Because of this, we can action sensitive requests like email changes with confidence, without needing to ask you for passwords, account history, or other details that could themselves be a social engineering risk.
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Your account is temporarily locked. For the duration of the email change process, your Kovix account will be placed in a locked state. You won't be able to log in or take any actions on your account during this time. This is a security measure to prevent any activity on the account while the primary contact point is being changed. The lock is typically brief — just a few minutes.
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We send an OTP to your new email address. A one-time passcode is sent to the new email address you've provided. This proves that the address exists and that you have access to it. Without completing this step, the change cannot go through.
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You enter the OTP directly in Kovix. Your entire Kovix dashboard will switch to a secure OTP entry screen — you won't be able to access anything else in the app until the code is either entered or the process is cancelled. Open your new email inbox, copy the code, and enter it on this screen. The OTP is entered by you directly and is never shared with anyone — not even our support team. This ensures the verification is completely private.
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The change is applied and your account is unlocked. Once you've entered the correct OTP, your email address is updated instantly and the lock is lifted. The OTP screen disappears and your dashboard returns to normal. You can continue using Kovix immediately and all future notifications, receipts, and communications will go to your new email address.
How do I get in touch with support?
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Live chat — click the chat bubble in the bottom-right corner of the app. This is the quickest route and allows us to complete the process in one conversation.
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Email — contact us at
support@kovix.appfrom your current email address so we can verify the request is coming from you. If you contact us via email, there will be additional security questions.
What information should I have ready?
To make the process as fast as possible, have the following ready when you contact us:
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Your current email address on your Kovix account
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The new email address you want to switch to
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Access to the inbox of your new email address — you'll need to retrieve the OTP from it during the process, so make sure you can open it
How long does my account stay locked?
The account lock is in place only for the duration of the verification step. Once the OTP is confirmed, the lock is lifted immediately. In practice, most email changes are completed within 5 to 15 minutes when done via live chat, depending on how quickly the OTP is retrieved.
If something goes wrong — for example, the OTP email doesn't arrive or the code expires — let the support agent know and they'll resend it. The lock will remain in place until the process is either completed or cancelled. If you need to abort the process entirely, just tell support and they'll cancel the change and unlock your account without making any modifications.
The OTP email isn't arriving at my new address. What should I do?
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Check your spam or junk folder. OTP emails occasionally get filtered, especially if the new inbox has never received a Kovix email before.
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Wait up to 5 minutes. Email delivery can occasionally have minor delays.
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Tell the support agent. If it still hasn't arrived after a few minutes, let them know and they'll trigger a resend.
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Double-check the address. Confirm with the agent that the email address they have on file is spelled correctly — a single character typo will cause the OTP to go to the wrong inbox.
Can I change my email if I've lost access to my old one?
Yes, but the process requires additional verification since we can't send a confirmation to your current address. In this case, contact support via live chat and explain the situation. We'll verify your identity through other means — typically your Roblox account details and recent account activity — before proceeding with the change.
Will changing my email affect my subscription or billing?
Your Kovix subscription and billing are managed through Stripe. Changing your email on Kovix will not automatically update the email address on your Stripe billing account. If you'd also like your billing email updated, let the support agent know when you contact us and we can handle both at the same time.