If your account email address is no longer accessible, log on to the console and change it immediately. If you cannot log on, submit an appeal and a support engineer will update the email address for you.
Option 1: Change your account email address online
If you can still log on to Alibaba Cloud, change your email address directly in Account Center. For detailed steps, see Change your logon name (logon email address).
Log on to Alibaba Cloud with your current account email address and password. Navigate to the Security Settings page in the Account Center. On your Username card, next to your email address, click Modify.
Verify your identity. Because your email address is unavailable, use your registered mobile number for verification.
Enter a new, accessible Logon Email Address and click Get Verification Code For Free. Enter the verification code you receive, and click OK.
If your registered mobile number is also unavailable, you cannot complete this process online. Follow Option 2 to submit an appeal instead.
Option 2: Submit an appeal
If both your email address and mobile number are unavailable, submit an appeal. The process has two steps: submitting your appeal information and confirming the result.
1. Submit your appeal information
Go to the Alibaba Cloud homepage. In the upper-right corner, click Login. On the sign-in page, click Other Sign In Difficulties?
Select Both the registered phone number and email of my account are unavailable and click Next.
Complete the slider verification and fill in the appeal form. Click Submit.
Provide your original email address along with a new, accessible phone number and email address.
Include proof of ownership such as transaction records. This helps verify your identity faster and speeds up account recovery. Such as:
Payment Method
Required Verification Materials
Credit Card
Provide one of the following: (1) A screenshot or scanned copy of any transaction record under the account; (2) The first 6 and last 4 digits of your credit card number along with the cardholder's name.
PayPal
A full-screen screenshot of any PayPal transaction under the account (must include the PayPal account, transaction date and time, and transaction amount).
Account Balance
A full-screen screenshot of any top-up record under the account (must include the Alibaba Cloud account, top-up date and time, and top-up amount).
2. Confirm the appeal result
After you submit the appeal, the page displays a Query code and a link to track your request.
Because changing your email address or mobile number is a sensitive operation, a support engineer will contact you to verify your identity and payment information. After you confirm authorization, the engineer updates your registered email address or mobile number.
What to do next
Log on with your updated email address or phone number to verify access. Keep your contact information current to avoid account recovery issues in the future. For more information, see Change your logon name (logon email address) and Change your mobile number.