Knowledge Base/Account Management (control panel)/Account security and NameSafe

Lost or broken NameSafe credentials

Sky -
posted this on June 16, 2012 11:10 AM

It is good practice to have at least 2 credentials active on your account. This will help from getting locked out of your account. If you already have a FOB purchased from us, it would be a good idea to get the free mobile version and add that to your account as well. 

If your credential is lost or breaks, you can access your account as long as you know the user name and password. Just enter the username and password correctly into the login fields and leave the NameSafe security code blank. This will fail to log you in, but after four (4) failed attempts with the correct username and password, you will be prompted to answer your challenge question and enter your account pin. If both these pieces of information are correct you will be logged into your account. You can then disable your NameSafe credential  and order a new one if you choose to. 

**Note** if this does not work, you will need to contact support directly

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