When a communication with CS_Agent is initiated for resolution of a problem, one gets a message (snapshot below) to verify one’s account/identity.
The web-link provided, leads to two options of authentication. These are ‘through credentials of self-serve account’ OR ‘getting a PIN on one’s mobile phone’. My experience over the last two occasions has been that only the PIN option worked. On both occasions, the first option of ‘authentication through credentials of self-serve account’ failed,
I have never had difficulty logging into my self-serve account — not then, and not now — and wonder if the failure of using the self-serve account authentication was a common problem or just occurred for me. If you faced a similar problem, please write here, so PM can pick up the cue to rectify it.
