{"id":1453,"date":"2026-11-05T10:48:19","date_gmt":"2026-11-05T10:48:19","guid":{"rendered":"https:\/\/www.freethought.uk\/help\/security-answer-not-accepted-when-resetting-your-password\/"},"modified":"2026-11-05T11:00:34","modified_gmt":"2026-11-05T11:00:34","slug":"security-answer-not-accepted-when-resetting-your-password","status":"publish","type":"post","link":"https:\/\/www.freethought.uk\/help\/security-answer-not-accepted-when-resetting-your-password\/","title":{"rendered":"Security answer not accepted when resetting your password"},"content":{"rendered":"\n

If your security answer isn\u2019t accepted when you log in to the Freethought customer portal at portal.freethought.uk, the most common cause is capitalisation.<\/p>\n\n\n\n

Check the case first<\/h2>\n\n\n\n

Security answers are case sensitive<\/strong>. This means \u201cFluffy\u201d, \u201cfluffy\u201d and \u201cFLUFFY\u201d are treated as three different answers.<\/p>\n\n\n\n

Before contacting us, try the following:<\/p>\n\n\n\n

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

    If you still can\u2019t get in<\/h2>\n\n\n\n

    If you can\u2019t remember your security answer, we can reset it for you. We\u2019ll need to confirm you are the account holder first, so that nobody else can gain access to your account.<\/p>\n\n\n\n

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

    What we\u2019ll ask you for<\/h2>\n\n\n\n

    We\u2019ll ask for some of the following details, which only the account holder should know:<\/p>\n\n\n\n

      \n
    • Your full name<\/strong> as it appears on the account<\/li>\n\n\n\n
    • The address on file<\/strong>, including postcode<\/li>\n\n\n\n
    • The phone number<\/strong> on the account<\/li>\n\n\n\n
    • The invoice number and amount<\/strong> of the last invoice you paid<\/li>\n\n\n\n
    • The date and payment method<\/strong> used for that invoice<\/li>\n<\/ul>\n\n\n\n

      We may also send a one-time code by SMS to the mobile number on your account. You\u2019ll be asked to quote it back to us by email.<\/p>\n\n\n\n

      We take these steps to protect your account, so please be ready to provide as many of the details as you can.<\/p>\n\n\n\n

      Once your identity is confirmed<\/h2>\n\n\n\n

      We\u2019ll reset your security answer so you can log back in. You can then set a new answer of your choice. Choose something you\u2019ll remember, and make a note of how you capitalised it.<\/p>\n","protected":false},"excerpt":{"rendered":"

      If your security answer is rejected, check the capitalisation first. If you still can\u2019t get in, we can reset it once we\u2019ve verified your identity.<\/p>\n","protected":false},"author":15,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19,16],"tags":[],"class_list":["post-1453","post","type-post","status-publish","format-standard","hentry","category-billing","category-security"],"_links":{"self":[{"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/posts\/1453","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/comments?post=1453"}],"version-history":[{"count":0,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/posts\/1453\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/media?parent=1453"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/categories?post=1453"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/tags?post=1453"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}