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Email change not linking with account

One of my alliance members linked his existing account to his new email address (new kabam account as well). When he logged on for the first time with is new kabam account, the game started from the beginning and the account didn't carry over.
Any ideas other than a support ticket?
Any ideas other than a support ticket?
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You can find the steps here on how to link your account to your Kabam ID. If they are unable to access their account, have them reach out to the Support Team for further assistance.
I would like to change both of these if possible.