Conova Account FAQs

My account cannot log in and my email is not accessible

You can contact us, and we can assist you in changing your email address.

You should explain the reason for needing to change your email address, such as if your email account has been disabled by the email service provider, and provide information that can prove you are the account holder or their authorized agent so that we can verify your identity and prevent others from impersonating you.

My email is working, but I cannot receive verification emails

If you are unable to receive the verification code, please check the following possible situations one by one:

1. Your email address may be incorrect; please correct it to your actual email address.
2. Our emails may have been marked as spam; please check your email's spam folder.
3. Your email may be set to not receive emails from unknown senders; please check your email's "Blocked Senders" or similar settings. If you are using a corporate email, please check if your email restricts access from third-party mail servers.
4. Due to network or regional issues, emails sent from the server may be affected by regional networks and may experience some delays; please be patient.
5. If you receive a message about email sending limits, we have imposed some restrictions on sending frequency. If the frequency is too high, the server will refuse to send the verification code; please wait a while and try again. This is to prevent malicious users or bots from abusing our email verification service and causing disturbances to other users.
6. We utilize a whitelist and blacklist mechanism to restrict certain email providers and potentially unsafe email address domains. If your email address belongs to these domains or if you are using certain custom domain emails, corporate emails, or temporary emails, you may not receive any emails from us. If your email address is mistakenly listed, please contact us to lift the restriction. This is to prevent malicious users or bots from abusing our account services and burdening the service. Rest assured, we will handle your email address according to the Conova Account Privacy Policy, and you can safely use your primary email address for registration.
7. There may be a malfunction in our email service, causing it to not operate normally. If you suspect this is the case, please contact us.

If your actual situation is not listed above, please contact us.

I can only log in through a third-party account, but I cannot access the third-party service to log into my account

If your third-party account cannot log in normally, please try to recover your account through the third-party service provider's channels.

If your third-party account has been frozen or banned by the service provider, please check the reason for the ban and the user agreement documents from the third-party service provider to understand the specific situation, and try to submit an appeal to request the restoration of your third-party account.

If your request to restore the third-party account is unsuccessful or denied by the service provider, please contact us. You will need to provide information that can prove you are the holder or authorized agent of the third-party account, such as the email address or phone number used during registration, the nickname of the third-party account, username, and screenshots showing the frozen or banned page, so that we can verify your identity and prevent others from impersonating you.

Additionally, if your actions and behaviors on the third-party account indeed meet the reasons or conditions for being banned, we can still help you recover your Conova account, but we do not wish for you to use our services while continuing to perform similar actions as you did on the third-party service.

Do I have the right to delete my account and its related data?

According to the Conova Account Privacy Policy, you have the legal right to delete your account and its related data.

You can log in to your Conova account, go to the account management page, and select "Delete your account and its related data" in the "Danger Zone."

If you cannot log in to your Conova account or wish to ignore any restrictions to forcefully delete your account, please contact us. In this case, you should explain the reason for the deletion when contacting us and provide information that can prove you are the account holder or their authorized agent so that we can verify your identity and prevent others from impersonating you.