Received "The amount of incorrect answers exceeded the maximum allowed. This account has been (temporarily) blocked"
Problem:
When going through the password reset process and answering your challenge questions, you may receive a message:
"The amount of incorrect answers exceeded the maximum allowed. This account has been (temporarily) been blocked" with error -9
Reason:
This happens if during your attempts to reset your password, you answered the questions wrong too many times, thereby locking your account.
Solution:
You can try to choose the "send a PIN code to my email" option to complete the password reset. For this option, please make sure you check your spam email in case that message doesn't get to your inbox. Typically, the PIN code should be delivered to your inbox within about 1 to 2 minutes. If you don't get it within this period of time, you might need to check your spam/quarantine.
Your account will remain locked for 1 hour before you are able to attempt to answer the questions again.
Finally, you can open a ticket with support who would help you with the reset. Please note that your account may have unlocked itself on its own by the time you receive a response from support.
Once you gain access back to your account, we recommend that you click on the "Enroll in SSPM" option under the "Forgot Password/Reset Password" link, and choose the first option to restart your re-enrollment. Doing so will give you a chance to re-answer your challenge questions on file.
When going through the password reset process and answering your challenge questions, you may receive a message:
"The amount of incorrect answers exceeded the maximum allowed. This account has been (temporarily) been blocked" with error -9
Reason:
This happens if during your attempts to reset your password, you answered the questions wrong too many times, thereby locking your account.
Solution:
You can try to choose the "send a PIN code to my email" option to complete the password reset. For this option, please make sure you check your spam email in case that message doesn't get to your inbox. Typically, the PIN code should be delivered to your inbox within about 1 to 2 minutes. If you don't get it within this period of time, you might need to check your spam/quarantine.
Your account will remain locked for 1 hour before you are able to attempt to answer the questions again.
Finally, you can open a ticket with support who would help you with the reset. Please note that your account may have unlocked itself on its own by the time you receive a response from support.
Once you gain access back to your account, we recommend that you click on the "Enroll in SSPM" option under the "Forgot Password/Reset Password" link, and choose the first option to restart your re-enrollment. Doing so will give you a chance to re-answer your challenge questions on file.
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