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A participant who changes phones may lose application or verification access even after updating their contact number. Recovery should protect identity and research record integrity. Staff can route the change to suitable support rather than treating it solely as a scheduling note.
Define the workflow
Contact records, application accounts and device pairing may have different owners. Explain which steps the participant performs and which require authorized support. Staff should not collect secret codes or create shared accounts to bypass the problem; use the approved identity verification approach.
Worked example
For example, someone cannot receive a verification message sent to an old phone and considers opening another account under a different name. The site identifies the appropriate recovery channel. Authorized processes review the old and new records; staff do not merge data by assuming both accounts belong to the same person.
Practical checks
- Review which records are affected by changes to the number, account and device together.
- Use the authorized support route for identity verification and access recovery.
- Refer missing or different transition records to the appropriate data process without guessing entries.
Decision and boundaries
Good support gives a realistic next step without unverified assurances that no data was lost. Do not label the access issue participant error. Explain old-device return or privacy matters through the relevant plan. Technical support does not replace clinical question assessment, and significant concerns still need referral to the investigator.
Frequently asked questions
- Can the coordinator request a verification code?
- Secret access information should not be shared inappropriately. Follow approved identity and support processes rather than inventing shared-account workarounds.
- Is opening a new account always the right solution?
- No. Review record continuity and authorized recovery before recommending a separate account as the answer.