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how to get access to my online account

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2: Seeker

I cannot get access to my online account as the website rejects my mobile number and pin. It asks me to start a 'journey' again but the website also shows the link to starting a journey is invalid.

I see lots of people are asking this question but I have tried their answers.

Grateful for any help

J

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4 REPLIES 4
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17: Community Champion

It may be that your online account needs to be deleted so that you can set it up again.   Customer Services can do that for you.

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2: Seeker

I really don't want to delete my account.  I have had it for 10+ years.  I want to get online access to it.

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17: Community Champion

Hi @johnhowkins 

 

The first thing to do is to clear your cookies and PC cache.

 

Going by what you have written it looks like your account has been locked and needs a reset.  Live chat will be able to help unlock the account and reset your user name and password.  If you would like direct help and support from the Social Team follow this link Contact Us 

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2: Seeker

I finally got to talk to a human who didnt reroute me to chat. Took over an hour. But now all sorted. Thanks

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