Forgot my password - resets the wrong account

[EladShalom]

I have two accounts (one for myself, one for my son).

When I ask to reset my own account, it sends me the password reset, and resets it for my son's account (which is under a different email address!)

[Anonymous]

@EladShalom 

You're welcome

and have a little patience

• Customer Service by CS_Agent, will Response by private message to you inbox
   Check your private message inbox (click on the envelope top right of your screen)

[EladShalom]

I hope so too!

Thanks again for your help!

[Anonymous]

@EladShalom 

Customer Support Agents Hours Of Operation
When Are Customer Support Agents Available And How Long Till I Get A Response?
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.
Customer Support Agents are available:
Monday to Sunday: 6 AM to 10 PM EST

but the will answer to you when them see your messages, i hope very soon,

[hTideGnow]

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@EladShalom wrote:

Thank you.

Do you happen to know how long it takes for them to respond?  I just sent the message, with details on both the accounts, phone numbers, etc

---

Although they said upto 48 hours, usually it is within an hour or two

you need to pay urgently?  did you try *611 (if you know your PIN).  

Or anything else you try to do it quick?

[EladShalom]

Thank you.

Do you happen to know how long it takes for them to respond?  I just sent the message, with details on both the accounts, phone numbers, etc

[hTideGnow · Accepted solution]

@EladShalom  are you out of idea which email address you might have used?  Any chance you have used an email alias (some people use that as a workaround so they can receive PM email in the same mailbox)

If you really have no idea with the email address used, you can open a ticket with Customer Support Agent and they will sort it out for you

type: Forgot log in information
Click "Contact Us"
Click "Click her to submit a ticket"

you will then direct to another page to open ticket.
There, you will be prompted to enter COMMUNITY Login (NOT My Account/Self-Serve) to validate your identity,

After ticket successfully opened, keep checking your Community inbox (envelope icon on top right)  CS Agent will communicate with you there

[Anonymous]

@EladShalom 

Only one way to solve your issue , explanation to Customer Support Agent by CS_Agent,

and the are nice service Team the will help you 100%.

you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Here’s how to contact Customer Support Agent by CS_Agent,

• 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 Customer Service by CS_Agent. Click Here to get started.

• or you can send a private message to Customer Service by CS_Agent, by Click Here. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Service by CS_Agent, will Response by private message to you inbox
   Check your private message inbox (click on the envelope top right of your screen)

         Good Luck