Support #13578
[SCP ID :##6741##] : Reset Secure Pass PIN - Invalid PIN No. | EGB WAWASAN SDN BHD
| Status: | Closed - End of life cycle | Start date: | July 24, 2023 | |
|---|---|---|---|---|
| Priority: | Normal | Due date: | ||
| Assignee: |  Zahir Abd Latif | % Done: | 100% | |
| Category: | MY BIB | Spent time: | - | |
| Target version: | - |
Description
Hi,
Kindly attend below request:-
Customer tried to reset her secure pass pin, however after she keyed in the pin number, it shows ‘Invalid Pin No’.
We have advised and guided the customer to clear browser history but the error persist.
Kindly assist to check & revert.
Details are as follows:
Company Name : EGB WAWASAN SDN BHD
Caller : CHANDRASURIYAH A/P K. SHANMUGAM
Account No : 006141000455
History
#1
Updated by Lizahwati Basirun 10 months ago
- Status changed from New - Begin Life Cycle to Pending Customer Feedback
- Assignee changed from Hafizudin MD to Zahir Abd Latif
- % Done changed from 0 to 90
From our investigation, we found a missed out in the process where CMS customers should reset secure pass before login.
This customer was locked due to exceed secure pass attempt, therefore their secure pass was revoked.
Please follow below step
Contact Center to- Unlock user in user maintenance
- Check secure pass status in Secure Pass Management
- If secure pass status is inactive, advice customer to reset password and Reset Secure Pass in CMS
- If secure pass status is locked, unlock secure pass, advice customer to reset password and Reset Secure Pass in CMS
#2
Updated by Zahir Abd Latif 9 months ago
- Status changed from Pending Customer Feedback to Closed - End of life cycle
- % Done changed from 90 to 100
Issue closed in SCP.