What is a remote-access notification and traveling situations
This FAQ explains why a remote-access notification appears and how to respond when you're travelling or have permanently moved.
What is a remote-access notification?
A remote-access notification may appear when your current access location differs from the country or region recorded on your account.If you are travelling or staying somewhere temporarily, answer the prompt based on your actual permanent residence. Temporary travel does not normally require a residence change.If you have permanently moved, select the option indicating that you have moved and follow the page instructions to update your residence and complete any required verification. For an account serviced in China, a residence change is not available through self-service unless the page expressly provides an eligible update flow.
What should I do if I receive a remote-access notification?
A remote-access notification may appear when your current access location differs from the country or region of residence recorded on your account.The notification does not necessarily mean that your account has a problem. Please answer the questions according to where you actually live on a long-term basis.
What should I select if I'm only travelling or staying abroad temporarily?
If China remains your permanent country or region of residence, select the option indicating that you still live in your registered country or region, such as “I live in this country”, and follow the instructions shown on the page.Temporary travel or a short stay abroad does not normally require you to change your country or region of residence.If the page asks you to provide proof of address, submit a supported document showing your name, permanent residential address in China, and the document’s issue date. Follow the document types and validity period displayed on the submission page.
What should I select if I've permanently moved to another country or region?
If you no longer live in China on a long-term basis, select the option indicating that you have moved, such as “I have moved to another country”, and answer the remaining questions truthfully.Accounts with China recorded as the country or region of residence do not currently support self-service residence changes.If the page does not provide an eligible update process, explain why your residence information needs to be changed and prepare valid proof of your new permanent residential address for further review. Do not select China as your residence if you have permanently moved, and do not select another country merely to bypass an unavailable service.
Why am I being asked again?
The page may request confirmation again if another difference in access location is detected or if additional address verification is required.Answer according to your actual permanent residence. If you still permanently live in China, select “I live in this country” and submit proof of address if requested. If you have permanently moved, select “I have moved to another country” and follow the available instructions.
I haven't received a notification, but I'm worried about travelling. What should I do?
Short-term travel does not normally require a residence change. You may continue using your account subject to the services available in your current location and any instructions displayed on the account page.If a remote-access notification appears during your trip, answer according to your permanent residence rather than your temporary travel location.
Will my account be restricted if I travel abroad?
Not necessarily. A short trip doesn't normally require a residence change, but local requirements at your destination may affect account access or available services. Follow any instructions shown on your account page.
If you receive a remote-access notification, answer truthfully:
If you're travelling and still permanently live in your registered country or region, select I live in this country.
If you've permanently moved, select I have moved to another country and follow the page instructions.
Receiving a remote-access notification doesn't by itself mean your account is restricted.