Solved: Re: Forgotten 4 digit passcode - how do I retrieve... - Community

Hello.

I wanted to buy an add-on after running out of data this month, but get asked for a passcode which I can't remember. I can't find out how to retrieve or reset it, but it looks like I need the help of a moderator by posting here.

Help!

Assuming this is feasible, would I be able to ring 611 and buy the add-on just with the passcode (using my stored payment card details)? Or would I need to quote the payment card details as well?

Thanks to anyone who is able to assist.

15 REPLIES 15

@darlicious wrote:
@Philjones6
Write down your new pin# and put it somewhere safe or enter it in your contacts on your phone such as Grandma 1 416 732 XXXX. Then it is always accessible when needed.

Or use (Android) handy password/logins/bank acct/etc. storage app like Enpass. But... you will have to remember password to get into that app, too.

Write down your new pin# and put it somewhere safe or enter it in your contacts on your phone such as Grandma 1 416 732 XXXX. Then it is always accessible when needed.

@Philjones6 : I edited my post. Can you access your email inbox from your phone? You could reset your password for the self-serve.

Not in my case, but I take your point and it would be good general advice.

@Philjones6 : Think of your phone as a computer. If you can browse web pages (this one now?) then you can login to your self-serve on it using wifi. Or of course cell data but I'm assuming you're out of cell data.

Edit: lol Ah! Whole 'nother problem! 🙂 The joys of saving passwords and not remembering them.

There is if you can't remember your user ID and password either. Could only look them up after getting home.

probably quicker to go somewhere with WiFi and use the phone browser.

Nothing; I just didn't have access to a computer to log in and thought I'd ask the community if it is possible to buy a data add-on through 611.

Thanks. I have sent a private message and we'll see what happens.

@Philjones6 : Then there's nothing stopping you from using wifi on your phone to log in to your self-serve account and buying a data add-on.

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

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

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 link to get started.

or you can send a private message to Customer Service by CS_Agent, by Click Here link.
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,>> you will say forgetting and they will Reset for you,
your Email address,

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

Good Luck

Yes, I have done it through the computer on arriving home but it would be good to be able to do it via the phone in future, if possible.

No sign of the chat from PM; I may have erased it for security (!)

@Philjones6 : The 4 digit PIN is used for the 611...not your self-serve account. Unless you set it up that way.

You might be able to find your PIN in your texts from 611. It might even be stored on your SIM.

Then you can use the PIN and deposit money into your account from your registered payment card. Then you can use the PIN to buy a data add-on.

But what's wrong with your self-serve account log in?

You would need to contact a Customer Support Agent for your pin.

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 our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Hours of operation:

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

Keep an eye on the envelope icon in the top right hand corner for a reply from the CSA.

@Philjones6 you might got a text from PM before for the PIN. Check it

if not, you will have to open ticket with PM to get this reset. Use the Chatbot to open ticket.

Some add-on could be bought using 611 but not all

you cannot login to My Account ? why don't you login there and buy add on that way?

Need Help? Let's chat.