I cannot get past the security questions

grnch

    I have a postpaid account which is working fine and I can manage my postpaid phone lines just fine.

     

    However, I also had to create a separate account with a separate email address to manage a prepaid phone for an elderly relative.

     

    Immediately after I log in to my prepaid account (email address ending in @gmail.com), it asks me to answer security questions, to which I no longer remember the answers. I probably entered random answers when I first set them up, because I never forget my password (I use LastPass).

     

    In fact my password is still working just fine, so I don't even understand why it's asking me to verify security questions after I have successfully logged in?

     

    I thought security questions were used only when you forget your password (which again, I never do).

     

    There is no other verification method offered on the Security Questions screen. How do I get past these security questions if I don't know the answers, but do know my password?

      All replies

      • tmo_amanda

        Re: I cannot get past the security questions

        Hi, grnch!

         

        I see you're new to our Support Community; welcome! It sounds like you're in quite the pickle.   That's super odd that you're able to essentially "log in" with the correct password and are then met with security questions (which isn't the typical experience). Just to make sure I'm understanding this correctly - these aren't new security questions that you're being asked, you're being asked for previously provided answers, right? If you're being asked for previously provided answers and don't remember them, you'll want to Contact Us to work on resetting those answers.

        • tmo_amanda

          Re: I cannot get past the security questions

          Hey, grnch!

           

          I just wanted to swing by to see if you've had a chance to look over my previous reply to you. Please let me know how else I can help out.

          • tmo_mike_c

            Re: I cannot get past the security questions

            Hi there!

             

            Have you been able to get past those questions and get signed in? Please come back and let us know. Thank you.

            • grnch

              Re: I cannot get past the security questions

              Hello Amanda and Mike,

               

              Unfortunately I am still unable to get past the security questions. They appear immediately after I log in, and there is no way to bypass them.

               

              I even tried resetting my password using the "Forgot Password" feature, hoping that it might trigger some kind of reset of my account. But as soon as I clicked the password reset link in my email and entered my new password, the very next step were the dreaded security questions again.

               

              I also tried calling customer service by phone (before I made the original post here), and they told me they were unable to reset the questions for me. Perhaps I ended up calling the wrong department in the phone menu or something.

               

              I would appreciate if you could give me a more direct way to contact someone with the ability to reset my security questions, like which phone number to call, what option to select in the menu, etc.

                • tmo_mike_c

                  Re: I cannot get past the security questions

                  What a bummer. Sorry this is still giving you fits. You should be able to describe the issue and get routed to our Tech Care team when you call. Another way you could get this resolved is by reaching out to our T-Force team through the social media links in my badge below or on our Contact Us page. The good thing about reaching out that way, is you can link them to this discussion here and they'll be able to know what to do without you having to repeat everything. Out T-Force team can securely get access to your account and start working on this right away. I suggest giving them a shot at resolving this for you.

                • wnickdow189

                  Re: I cannot get past the security questions

                  I am having this exact issue as well. I am unable to access my account in any way because I forgot the answers to my security questions I made many years ago. I can change my password just fine but I keep getting blocked by the security question page. I tried calling support and we changed my password through him but still met with the same issue. I can't do anything with my account at all. There's no way past these questions.