Customers who forgot the pin and have made multiple attempts to login will need to follow this procedure. This will clear and reset the box to the default pin 1-2-3-4.
Account holder or authorised contact only
Only the account holder or authorised user can request to reset the box pin.
If the customer enters an incorrect pin three times in a row, they will receive an error. Advise the customer that they can try again after 10 minutes. If the customer is unable to remember the pin, follow the below steps to reset the pin.
1. Follow the troubleshooting flow within Zendesk
2. Select Foxtel TV
3. Select On screen error message (F164 - Step 1)
4. Select Reset my PIN
5. Select the box requiring the pin to be reset and select Submit Box Command Request
6. Click Finish if resolved.
7. Close the case with a troubleshooting outcome.