Unable to answer security question

When you're unable to answer your security question, there are two ways to regain access to your account: reset your account and create a new security question, or contact Support for assistance with updating your security settings

Option 1: Recover your account by deleting sensitive data and starting over

This clears protected data so you can set new credentials and rebuild your profile details as needed

Steps:

1. From the Verify Identity screen of the login flow, select I don't know the answer.
2. Select Delete Account Data
3. Create a new password
4. Select Next
5. Setup a new Security Question
6. This will remove all sensitive data from your account and you will be required to setup your account from scratch

Option 2: Start a chat and submit a request to update the security question with our support team

You will be asked to provide some identifiable information for our support team who will further assist

Steps:

1. Start a chat
2. Ask to update security question and follow the prompts

Updated on: 14/07/2026