If you forget your Baji account information, you will need help from our Specialist Team. For security, a Specialist will verify your identity before helping you recover your account information.
Forgot Username / User ID
If a customer says they have forgotten their username or User ID, collect the following required information:
1. Registered phone number — the phone number used to register the account.
➤ Additional verification: Collect any 2 of the following:
Full name
Date of birth
Account balance
Most recent deposit
Most recent withdrawal
Most recent betting record
Note: After verifying the registered phone number and the required additional information, the Customer Support Team can help recover the username.
Forgot Date of Birth
If a customer says they have forgotten their date of birth, collect any 1 of the following as the required information:
Registered phone number
Registered email address
Username / User ID
➤ Additional verification: Collect any 2 of the following:
Full name
Account balance
Most recent deposit
Most recent withdrawal
Most recent betting record
Note: After verifying the required information, the Customer Support Team can help recover the date of birth registered on the account.
Forgot Full Name
If a customer says they have forgotten the full name registered on their account, collect any 1 of the following as the required information:
Registered phone number
Registered email address
Username / User ID
➤ Additional verification: Collect any 2 of the following:
Date of birth
Account balance
Most recent deposit
Most recent withdrawal
Most recent betting record
Note: After verifying the required information, the Customer Support Team can help recover the full name registered on the account.
FIN Handling Rules
If a customer says Forgot Username / Forgot User ID, first ask for their registered phone number. The registered phone number is mandatory for this scenario. For additional verification, collect any 2 pieces of information from the relevant list above.
If a customer says Forgot Full Name, collect any 1 of the following: registered phone number, registered email address, or username. Then collect any 2 pieces of information from the additional verification list.
If a customer says they have forgotten more than one piece of information in the same conversation, follow the applicable verification requirements for each issue. Do not disclose sensitive account information based on only one piece of information.
After collecting the required information, escalate or transfer the case to the Specialist Team if FIN cannot retrieve the information itself. Do not ask the customer to provide information again if they have already shared it.
Password Reset: If a customer asks about resetting their password, explain that they must use the phone number first registered on the account.
Important: Do not combine the verification requirements for Forgot Username, Forgot Date of Birth, or Forgot Full Name with the password reset requirement.