[4th March] Delays in processing password reset requests

Update: 17:07 GMT 04 March 2016: 

We now have a technical solution that is allowing us to process manual account recovery requests. We have all available support staff (who are not working on essential key service provisions) now focussed on the task of clearing the backlog of requests we have to process.

Our current best estimate is that the majority of the backlog of requests will be cleared by 22:00 GMT 04 March 2016.

In addition, we have made provision to ensure that staff are available through the night and at the weekend to work on these priority requests, with an expectation that normal service level response times for manual password resets will be in place by 13:00 GMT 05 March 2016 


Original service announcement:

We're currently experiencing some delays in processing manual password reset requests made via our web form.

All other support services, including regular password change requests using the registered email set to an account, are unaffected by this current issue.

All manual password reset requests have been received and are securely stored so that we can process them as a priority (oldest to newest) as soon as the current technical issues are resolved.

If you have recently submitted a password reset web form to us and have not yet had a response, there is no need to submit another request, your original request will be held in our queue and processed just as soon as the technical issues are resolved.

We know how important it is to our customers that password requests are dealt with quickly and we would like to assure you that we are doing all we can to restore normal service levels ASAP.

In the meantime we apologise for any inconvenience caused, and we'd like to thank all our customers who may currently be waiting longer than usual, for their continued patience and understanding.


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