Discussion Notes

Support Staff Response

Dear Sir/Madam,

Thank you for contacting Online Support. I understand you have an issue with your account being locked.

Your account has been locked as a security measure due to multiple failed login attempts*.
由于多次登录失败,你的帐户被锁定

To have your account unlocked please reset your password.
请重新设置你的密码,进行帐户解锁

If you cannot use the email on file to reset your password please respond with your 4 digit support PIN on the account so we may unlock the account for you. Once we receive this information we will then submit a request to have your account unlocked.
如果你不能使用这封电子邮件重置密码，请回复你的4位支持PIN到帐户上，我们可以帮你解锁你的帐户。我们一收到提示信息，就会提交你的账户解锁请求。

If you cannot remember your Customer Number, you may retrieve it and then attempt to reset your password.
如果您不记得您的客户编码，你需重新找回，然后重置你的密码。

1. Go to our Account Assistance Page.

点击进入Acount Assistance页面

1. Click 'Retrieve my Customer #'.

点击'Retrieve my Customer #'.

1. In the right panel, from the 'My' list, select a product you purchased.

从右侧“My”列表，选择你购买的产品

1. In the 'Is' field, enter the corresponding information for the product you selected.

在“IS” 区域，输入你所选产品的先关信息

1. In the 'Email address on file:*' field, enter the email address associated with your customer account.

在'Email address on file:*'，输入邮箱和客户账号

1. In the 'Enter security code at right: *' field, enter the text that displays to the right of this field, and then click 'Submit'.

在 'Enter security code at right 区域，填上右侧显示的内容，然后点击提交

We send a message that contains your customer number to the email address associated with your account.
You may request a Password Reset Authorization Code and attempt to reset your password at any time.

我们会以信息的形式将你的客户编码，与您的帐户相关联的电子邮件发送给你。这样你就可以重置密码了。

1. Go to our Account Assistance Page.

进入Account Assistance 页面

1. Click 'Reset my password'.

点击'Reset my password'.

1. In the right panel, in the 'Username / Customer#:*' field, enter your customer number or account username.

在右侧'Username / Customer#:* 填入客户编码和用户名

1. In the 'Email address on file:*' field, enter the email address associated with the account.

在'Email address on file:*填邮箱

1. In the 'Enter security code at right: *' field, enter the text that displays to the right of this field, and then click 'Submit'.

在'Enter security code at right: *'写入右侧显示的内容，点提交

1. We send an authorization code for resetting your password to the email address associated with your account. To continue, follow the instructions in the email message.

我们会发送授权码到你的账户邮箱，以重设密码。请按邮件说明继续操作。

NOTE: The authorization code is only valid for 2 hours from the time it was sent. If the authorization code expires, or if you use it and the reset fails, you can obtain a new code to attempt to reset your password again.

注意：授权码2小时内有效。如果授权码失效，若使用失败，你会有新的代码以重设密码。

Please understand these secure retrieval processes are in place to ensure that no unauthorized changes are made to our customers' accounts; these procedures are only for your protection. Thank you for your understanding in this matter.
请谅解，这些安全的检索流程，以防未经授权更改是由客户的帐户，这些程序只是为了防范。的理解。

*If you have the Stored Billing feature enabled, your account will become locked after a single failed login. When using this feature you must either make sure that you are careful to enter the correct password every time you log into your account, or you will need to disable the Stored Billing feature.
You can disable the Stored Billing feature by following the directions below:
如果你启用了存储计费功能，只要登录一次失败，你的帐户就会被锁定。使用此功能时，你必须确保输入正确的密码，否则你必须取消存储的计费功能。 取消存储的计费功能项，操作如下：

1. Click the 'My Account' tab at the top right of the page.

在页面右上角，点击进入 'My Account'

1. Click on the 'Update Security Settings' link.

点击'Update Security Settings'

1. Uncheck the box next to 'Stored Billing'.

取消选项中的 'Stored Billing'.

1. Re-type your email address in the Confirm Email' field and enter your password in the 'Current Password'field.

在Confirm Email' 重新输入邮箱地址，在'Current Password' 处输入密码！

1. Click on the 'Save Changes' button below.

点击保存'Save Changes'

Please let us know if we can assist you in any other way.
如果还有其他方式可以帮到你，请知悉。

Sincerely,
Ben T.

联系人：Ben

Online Support Team