Phone support and your phone PIN
Before we look at your account on a phone call, we check it is really you. We never ask for your password.
Set a phone support PIN
- Go to My Account and find Phone support PIN.
- Choose a 6-digit PIN and confirm with your account password.
Pick something hard to guess. These are refused: one digit repeated
(111111), runs like 123456, repeating patterns, common PINs, and the last
digits of the phone number on your account.
We cannot see your PIN; we can only check whether the one you read out is right. After 5 wrong PINs, PIN checks for your account are paused for 30 minutes and we email you to say so.
You need a password on your account to set a PIN. If you signed up with Microsoft, Google or GitHub and never set one, use Forgot password first.
No PIN? We email you a code
If you have not set a PIN, we email you a one-time 6-digit code during the call to read back to us. It works once, for 10 minutes.
After the call
Anything we do on a call is written up as a ticket on Support tickets, so you have a record of it.
When we have a support phone number to offer, it is shown on the Get help page.