We have been seeing an increase in Pin Reset Failed queries, where users were unable to set a pin and usually encountered error messages. This caused several issues, including:

  • Card Activation Issues: Users who ordered new cards were unable to activate them due to Pin reset failure.

  • Pin Reset Failures: Some users with activated cards couldn’t reset their pin because of this.

CMU has streamlined the process and takes the following steps to deal with these cases:

  • Pin Reset cases will be raised in the sheet by CXA.

  • CMU will handle the reset process directly from PL by selecting Service Code 493 and resetting the pin.

  • NOTE: If an error is faced after the pin reset is done over PL, then it means the user was either able to reset the pin successfully themselves or the user hasn't faced any pin reset issues.