Changing your email address (quick procedure)
- Go to Profile → Security → Email.
- Enter your new email address.
- You receive a validation code at the old address (to confirm it's really you requesting the change).
- Enter that code in the app.
- You then receive a code at the new address (to confirm it really belongs to you).
- Enter that second code.
- Change confirmed. You receive a confirmation.
Total time: 2-5 minutes on average.
If the email is used for 2FA (in some older configurations): an additional 2FA check is required.
Changing your phone number (strict procedure)
Changing your number is more sensitive because it's your primary login identifier. The procedure:
- Go to Profile → Security → Phone number.
- Enter your new phone number with the country code.
- You receive a validation SMS on your old number with a 6-digit code.
- Enter that code in the app.
- You receive a second SMS on your new number with another code.
- Enter that second code.
- If you enabled 2FA: you must also confirm via your authenticator app.
- KYC confirmation: for security, you must complete a mini identity check (quick selfie).
- Change confirmed.
Total time: 5-15 minutes on average.
This procedure may seem heavy, but it protects against an attack called "SIM-swap": a fraudster convinces your carrier to transfer your number to a SIM they control, then takes over your account. With our procedure, even a successful SIM-swap isn't enough - they would also need to capture your old number while still active, your 2FA, and pass a KYC selfie.
When you no longer have access to the old contact
You changed your number/email a long time ago without telling Ktkarena, and now you want to update it. You no longer have access to the old one.
Manual procedure via support:
- Contact support@ktkarena.com with the subject "Access recovery - lost contact".
- Attach:
- Your handle (username).
- A photo of both sides of your ID document (the same one as your KYC).
- A selfie holding your ID in your hand.
- Your old number/email (if you remember it).
- Your new number/email.
- A sworn statement explaining the situation.
- Wait for our reply: 24-72h on business days. Our team verifies your identity manually.
- If approved, we update your contact details and you receive a notification.
Important. During the procedure, your account stays active (your ongoing bets continue, your money stays safe). You can log back in via "Forgot password" with your current number for temporary access.
Why these procedures are strict
Your phone number and email are the main attack vectors on your account. An attacker who manages to change them without your knowledge can:
- Reset your password (the reset code goes to their number/email).
- Disable your 2FA.
- Drain your balance in a few minutes.
That's why we enforce verification at multiple levels. It's slightly tedious when it's legitimate, but it keeps your account from being emptied if someone tries to hack it.
Our principle: every contact change requires a proof of the old contact + proof of the new contact + 2FA confirmation if applicable. Without that triple check, it's impossible to proceed.