KGE may require additional verification before making sensitive account changes, disclosing account-specific information or processing high-risk requests.
Effective:
1. The 6-digit Support PIN
KGE consumer accounts may use a 6-digit Support PIN created during signup. The PIN is intended only for support verification and should be stored using secure one-way hashing rather than plaintext.
2. Where not to send it
Do not put the Support PIN in public forms, support-ticket descriptions, email subject lines, social posts or screenshots. KGE’s public support form is designed to reject likely PIN disclosure.
3. Agent access
Support agents should see verification status—not the stored PIN value. Verification attempts and sensitive account actions should be auditable.
4. Alternate verification
If PIN verification is unavailable or inappropriate, KGE may use other reasonable verification methods depending on the request, account history, product and risk level.
5. High-risk requests
Account takeover, deletion, sensitive privacy requests, payment disputes and safety matters may require stronger verification or escalation before action.
6. Abuse prevention
KGE may rate-limit verification attempts, temporarily lock sensitive actions or escalate suspicious behavior to protect accounts.
Important: Product-specific disclosures, app-store rules and rights that cannot legally be waived may supplement or override general language in this policy.