Security answer not accepted when resetting your password

Kieran 05 Nov, 2026 Billing, Security

If your security answer isn’t accepted when you log in to the Freethought customer portal at portal.freethought.uk, the most common cause is capitalisation.

Check the case first

Security answers are case sensitive. This means “Fluffy”, “fluffy” and “FLUFFY” are treated as three different answers.

Before contacting us, try the following:

1. Re-enter your answer exactly as you originally typed it, including any capital letters.
2. Check Caps Lock is off, unless your answer was set in capitals.
3. Check for extra spaces at the start or end of the answer.
4. Try any variations you may have used when you first set it up.

If you still can’t get in

If you can’t remember your security answer, we can reset it for you. We’ll need to confirm you are the account holder first, so that nobody else can gain access to your account.

Contact us at www.freethought.uk/contact/ or email support@freethought.uk from the email address registered on your account.

What we’ll ask you for

We’ll ask for some of the following details, which only the account holder should know:

• Your full name as it appears on the account
• The address on file, including postcode
• The phone number on the account
• The invoice number and amount of the last invoice you paid
• The date and payment method used for that invoice

We may also send a one-time code by SMS to the mobile number on your account. You’ll be asked to quote it back to us by email.

We take these steps to protect your account, so please be ready to provide as many of the details as you can.

Once your identity is confirmed

We’ll reset your security answer so you can log back in. You can then set a new answer of your choice. Choose something you’ll remember, and make a note of how you capitalised it.