Expired credit card, unable to log in to update

[candicechan]

My dad has a PM account and his CC on file expired, but he forgot both his password and security question. What would be the next steps to reset these?

[candicechan]

Thank you, I'll do that!

[RosieR]

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@candicechan wrote:

My dad has a PM account and his CC on file expired, but he forgot both his password and security question. What would be the next steps to reset these?

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Hi @candicechan since don't have the password and security question of your dad's account, the only way to contact the Moderator_Team is to send them a private message here.

It may take up to 48 hrs (hopefully less) to receive a reply from the moderators.  Keep an eye on the envelope icon on top right for a number to pop up. That would be the moderator’s reply. 

You will have to prove you (or your dad) own this account.  You need your PIN number to verify this is your account.

or....

You can provide any 3 of the following:

• Complete mailing address
• Email address
• Alternate phone number
• Date of birth
• Last top up date & amount

I hope this helps.

RosieR

[Triguy]

Here’s when and how to contact the Moderator Team:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[kb_mv · Accepted solution]

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@candicechan wrote:

My dad has a PM account and his CC on file expired, but he forgot both his password and security question. What would be the next steps to reset these?

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@candicechan You/he will need moderator assistance. Be prepared to prove that the account is indeed your dad's. In the meantime, if required, you can purchase a voucher and add it through dialling *611.

How to Open a Ticket / Contact Moderators

1. Click Chat Bubble and type "Open Ticket"

2. Click "Contact PM Support"

3. Select "Account Specific Question"

4. Click "No, I Need A Human Now"

5. Select the link "Click Here To Submit A Ticket"

6. This opens a new window. Log in with Community Account NOT your self serve. Follow prompts.