Account & Login

Registration & Login

I didn't receive the password setup email — what now?

Possible causes:

1. Marked as spam — Check your spam folder and any blocklist.
2. Link expired — The setup link in the registration email is valid for 1 hour. After that, click Forgot password on the login page to request a new one.

If neither applies, file a ticket via the support entry in the console.

How do I complete real-name verification?

1. Sign in to the Alaya NeW website and open the Customer Center.
2. On the customer info page, click Pending real-name verification.
3. Choose the verification type that fits your situation (enterprise / individual) and submit the required materials.

For the full walkthrough, see Sign up for an account.

Account Security

How do I change my password?

The flow depends on whether you are signed in:

• Not signed in: Click Forgot password in the bottom-left of the login page. The system emails a reset link to your registered address.

  Only the primary account receives password reset emails. Sub-accounts must request a reset from the primary account or via the Alaya NeW website's online inquiry.

• Signed in: Click Personal Center in the top-right and change the password directly in the security settings.

How do I delete my account?

Account deletion requires identity verification by the support team, after which the operation is performed manually by the back office.

To request:

• Use the chatbot in the console and transfer to a human agent.
• Or email the official support address with your enterprise name, registered phone, and registered email.

Getting Help

How do I get help quickly?

We recommend the following self-service order:

1. Getting started — Core operations in 3 minutes.
2. Product family — Full product catalog and positioning.
3. Billing — Plan selection, DCU pricing, and charging rules.

Still stuck? Open the chatbot in the console (bottom-right) and either ask directly or transfer to a human.