Security questions not accepting your answers
Security answers have to match exactly what you typed when you set them — including capitalisation, spacing, and spelling. Try 'london', 'London', and 'LONDON'. If you used a nickname, abbreviation, or joke answer when you set it up, that's what you need to type now.
Security question answers are stored exactly as you typed them. They're case-sensitive and match character by character. If you typed 'fluffy' and now you're entering 'Fluffy', the system won't accept it. The trick is to think about what you would have typed at the time you set the questions up, not what the correct answer is.
- ✓Have a photo ID ready
- ✓Be prepared to try several variations — capitalisation, nicknames, and abbreviations all matter
- ✓Know which recovery email or phone number is on the account as a backup option
Fix-IT-Bot will walk you through each step, just tap, no typing needed.
Skip, I just want a technicianCommon mistakes to avoid
- Typing the 'correct' answer instead of what you actually wrote — if you wrote 'pizza' as your mother's maiden name, 'pizza' is the answer
- Not trying multiple capitalisations — this is the primary reason answers fail
Signs you need professional help
- If you've tried every variation and no alternative recovery method is available, give us a call with a photo ID and we'll help you get back in.
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