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Jd3's avatar
Jd3
Tuning in
9 months ago

Email account locked

Hi 

My wife's sub account email is locked and has received message stating how to reset it, etc. Have followed steps advised but remain stuck trying to get new password as system does not recognise security answers and says call help desk. Spoke with offshore call centre on two occasions today - first time had to terminate call as literally unable to understand gentleman at the other end. Attempt number 2 resulted in call centre changing my log in details by mistake and not my wife's. Finally got that rectified, but neither gentleman seemed to understand the impasse we have with the security answers not being accepted. Meanwhile my better half still has no email access. Any advice re this gratefully accepted, and is it possible to still speak with a UK based call?

  • Hi Jd3 👋.

    Thanks for reaching out to us, apologies for the issues that you are having with your wifes email account. I am afraid there is no direct contact with a UK based contact centre, the number we have routes you to the nearest available agent within the department that you require. We can try to assist you here, we would need to bring you in for a private message. 

    Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina