Account Recovery Policy

Effective Date: 2026

Last Updated: 2026

This Account Recovery Policy explains how Playflick™ Media .ltd may handle account recovery, lost access, forgotten passwords, compromised accounts, email changes, identity checks, security reviews, and account ownership disputes on Playflick.com.

This policy should be read together with our Terms of Service, Privacy Policy, Security Policy & Responsible Disclosure, Account Deletion & Data Removal Policy, Data Retention Policy, Creator Verification Policy, Payments & Billing Terms, Creator Payout Policy, and Community Guidelines.

1. Who We Are

Operator: Playflick™ Media .ltd

Website: https://playflick.com

Business Address:
41 Norman Avenue
London
N22 5ES
United Kingdom

Support Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

2. Purpose of This Policy

Playflick aims to help legitimate users recover access to their accounts while protecting accounts from takeover, fraud, impersonation, unauthorised access, and abuse.

Account recovery may involve security checks, verification steps, account history review, email confirmation, device checks, payment checks, creator checks, or other safeguards.

3. User Responsibility

You are responsible for keeping your Playflick account secure.

You should:

• Use a strong and unique password
• Keep your email account secure
• Enable two-factor authentication where available
• Keep recovery information up to date
• Log out from shared or public devices
• Never share your password or login codes
• Be careful with phishing links and fake support messages
• Report suspicious account activity quickly

4. Forgotten Passwords

If you forget your password, you should use the password reset tools available on Playflick.

Password reset links or codes may be sent to the email address connected to your account.

Playflick may refuse or delay password reset requests where suspicious activity, account takeover risk, abuse, or identity concerns exist.

5. Lost Access to Email

If you lose access to the email address connected to your Playflick account, recovery may be more difficult.

Playflick may request information to help verify account ownership, such as:

• Username or channel name
• Original account email
• Previous email addresses used on the account
• Approximate account creation date
• Recent account activity
• Uploaded content URLs
• Payment or subscription references, without full card details
• Creator verification information where applicable
• Other information reasonably needed to confirm ownership

Playflick may refuse recovery if account ownership cannot be verified.

6. Compromised or Hacked Accounts

If you believe your account has been hacked, compromised, or accessed without permission, contact Playflick as soon as possible.

Contact:

Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

Signs of compromise may include:

• Unexpected password changes
• Unexpected email changes
• Videos uploaded without permission
• Videos deleted without permission
• Messages, comments, or livestreams you did not create
• Unknown purchases, subscriptions, wallet activity, or advertising spend
• Creator payout details changed without permission
• Login alerts from unknown devices or locations

7. Account Recovery Request Information

To request account recovery, please provide clear and accurate information.

Useful information may include:

• Your full name
• Your Playflick username or channel name
• The email address currently or previously linked to the account
• The date you lost access
• A description of what happened
• Any relevant content URLs
• Any payment, subscription, or invoice reference, without full card details
• Any screenshots showing the issue, if helpful
• A safe email address where Playflick can contact you

Do not send passwords, full payment card numbers, login codes, or unnecessary sensitive information.

8. Account Recovery Request Template

9. Verification Checks

Playflick may require verification before restoring access, changing account details, reversing suspicious changes, or taking action on a recovery request.

Verification may include:

• Email confirmation
• Account history review
• Device or login history review
• Uploaded content review
• Payment or subscription verification
• Creator verification checks
• Business verification where applicable
• Identity or authority checks where necessary

If verification cannot be completed, Playflick may refuse, delay, or limit recovery.

10. Two-Factor Authentication Issues

If two-factor authentication is available and you lose access to your authentication method, Playflick may require additional verification before changing or disabling two-factor authentication.

This helps protect accounts from unauthorised recovery attempts.

Playflick may refuse to disable two-factor authentication if account ownership cannot be verified.

11. Email Address Changes

Playflick may require confirmation before changing the email address linked to an account.

If an email change appears suspicious, Playflick may:

• Delay the change
• Send confirmation to the previous email
• Require additional verification
• Temporarily restrict account features
• Review recent account activity

12. Payment, Wallet, and Billing Concerns

If account compromise involves purchases, subscriptions, wallet credits, advertising spend, creator payouts, or payment details, Playflick may review billing records and payment-provider information.

Playflick may:

• Restrict payments temporarily
• Pause advertising campaigns
• Review wallet activity
• Review creator payout settings
• Investigate suspicious transactions
• Refer certain issues to payment providers
• Apply the Refund Policy where appropriate

Do not send full payment card numbers or bank passwords to Playflick.

13. Creator Accounts and Monetised Accounts

Creator, monetised, verified, business, advertiser, or payout-enabled accounts may require stricter recovery checks.

Additional checks may be needed because these accounts may involve:

• Creator earnings
• Paid content
• Subscriptions
• Advertising spend
• Wallet credits
• Payout information
• Tax information
• Brand identity
• Public audience trust

14. Account Ownership Disputes

Playflick may receive disputes about who owns or controls an account, channel, business profile, creator page, brand page, or monetised account.

Playflick may review:

• Account creation information
• Email ownership
• Business records where applicable
• Creator verification records
• Payment or payout records
• Upload history
• Login history
• Prior communications with Playflick
• Legal documents where necessary

Playflick may refuse to decide complex ownership disputes and may require the parties to resolve the dispute privately or through legal channels.

15. Suspended or Terminated Accounts

Account recovery does not guarantee reinstatement of an account that has been suspended or terminated for policy violations.

If your account was suspended or terminated, you should follow the applicable appeals process rather than using recovery to bypass enforcement.

Playflick may refuse recovery requests used to evade bans, restrictions, suspensions, termination, moderation, payment holds, or legal action.

16. Account Deletion and Recovery

Deleted accounts may not always be recoverable.

If an account has been deleted, Playflick may be unable to restore:

• The account
• Uploaded videos
• Comments
• Subscriptions
• Paid content access
• Wallet credits
• Creator analytics
• Creator balances
• Advertising campaigns
• Profile or channel information

Some records may remain where required for legal, safety, payment, fraud-prevention, moderation, or data-retention reasons.

17. Fraudulent Recovery Attempts

You must not attempt to recover an account that does not belong to you or that you are not authorised to access.

Prohibited recovery abuse includes:

• Submitting false ownership claims
• Using forged documents
• Impersonating another user
• Trying to take over a creator or business account
• Using stolen email accounts
• Using social engineering to mislead support staff
• Attempting to bypass security checks
• Repeated abusive or fraudulent recovery requests

Fraudulent recovery attempts may result in account restrictions, suspension, termination, preservation of evidence, or reporting where appropriate.

18. Security Holds During Recovery

During account recovery, Playflick may temporarily restrict certain account features to protect users, creators, advertisers, viewers, and payment systems.

Temporary restrictions may apply to:

• Password changes
• Email changes
• Uploads
• Livestreaming
• Comments
• Purchases
• Wallet credits
• Advertising campaigns
• Creator payouts
• API access

19. Response Times

Playflick aims to review account recovery requests within a reasonable time.

Response times may depend on:

• The complexity of the request
• The quality of information provided
• Whether the account is monetised or verified
• Whether payment or payout activity is involved
• Whether there is a security incident
• Whether third-party providers are involved
• Whether legal, safety, fraud, or ownership concerns exist

Playflick may need additional time for complex, disputed, or high-risk recovery requests.

20. Privacy and Data Retention

Playflick may process account recovery information, security logs, login history, device data, communications, payment references, verification records, and moderation records to handle recovery requests.

Account recovery records may be retained for security, fraud prevention, legal compliance, dispute resolution, moderation, account protection, and platform integrity.

More information is available in our Privacy Policy and Data Retention Policy.

21. Changes to This Policy

We may update this Account Recovery Policy from time to time.

Changes may reflect new account tools, security practices, verification methods, fraud risks, creator tools, payment features, legal requirements, or platform updates.

Your continued use of Playflick after changes become effective means you agree to the updated policy.

22. Contact Us

For account recovery requests, compromised account reports, lost access issues, suspicious account activity, or security-related support, contact:

Playflick™ Media .ltd
41 Norman Avenue
London
N22 5ES
United Kingdom

Support Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us
Website: https://playflick.com

23. Footer Notice

© 2026 Playflick™ Media .ltd. All rights reserved.
Playflick™ is a trademark of Playflick™ Media .ltd.