Operational Update: OTP Required for Name Changes

Opex have just released a new, more secure process for booking name changes and corrections.

Effective immediately, OTP verification is now required to help mitigate the risk of fraudulent name changes.

All information and the process flow is available in the LTLE/Flash - Name Change Request Knowledge Article

🔑 KEY INFORMATION

• OTP is now required for all name changes and corrections
• Team Leaders can bypass the OTP where required
• If a name change is requested by a customer with Editor permissions under booking authority, the OTP will be sent to the booking account owner

📚 How the process works

1. Enter the correct name and click Confirm
2. Click Send SMS
3. Enter the OTP received by the customer and click Verify
4. Once accepted, click Change
5. Confirm the name has been updated on the order in Admin Portal

 What it looks like in Admin Portal

You can view the full walkthrough here:
Orders | Riley Laverty | Order Summary - 22 December 2025 - Watch Video

This update is now live, so please ensure you’re following the new steps when processing any name change requests.

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 22nd December 2025, titled “OTP Required for Name Changes” sent by Riley L (Customer Experience Operations Leader).