11 min read · Updated 2026-08-01

Troubleshoot Account Settings and Security

Resolve missing Settings, failed profile saves, photo uploads, mobile or email OTP problems, and lost-access issues.

Settings or Edit Profile is missing

Confirm the logged-in account type.
Academy staff do not receive owner-only Settings controls.
Coach and Player Settings open from the profile image or profile area.
Refresh or log out and log in again if navigation did not update.

Profile changes do not save

Complete every required field shown on the screen.
Use a six-digit pincode where required.
Wait for photo or logo uploads to finish.
Mobile and email changes must be completed through Verify & Save, not the normal profile save button.
Check the internet connection and retry once.

Photo or logo upload fails

Use a valid image file smaller than 5 MB.
Allow camera or gallery access.
Try a JPG or PNG file.
Use a stable internet connection.

Mobile-number change fails

Enter a valid 10-digit mobile number.
The new number must not be linked to another VR SPORT account.
Use the OTP sent to the new number.
Request a fresh OTP if the code expired.
Staff must follow the separate staff recovery process.

Email change or verification fails

Use a valid email address not linked to another account.
Check Spam and filtered folders.
Use only the latest OTP.
Confirm the new email has been verified before leaving the screen.

Lost-phone recovery fails

Use the exact verified recovery email.
Confirm access to the email inbox.
Use a new mobile number not already in use.
Restart the flow if the session expired.
Contact support if the recovery email is inaccessible.

Locked field is incorrect

Follow the locked-fields guide. Do not create a second account to bypass a permanent sport, date-of-birth or identity restriction.

Contact Support

Provide the account type, registered mobile number, screen name, exact error message and a screenshot. Never include an OTP or recovery code.

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