2 attempts on security questions and number will be locked if unsuccessful the 3rd time

Forums › Spark New Zealand (including Skinny and BigPipe) › 2 attempts on security questions and number will be locked if unsuccessful the 3rd time

genesis001

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#324847 2-Jun-2026 13:30

As per the title, what would happen to the number once they block it after 3 attempt on security questions? Is there a way to get it back?

Long story short, lost the sim card oversea and need to transfer the number to a new sim, called Skinny CS team, the guy I spoke to was hard to understand, had a strong accent and was very unhelpful, gave me a big sigh when I told him to repeat what he said, both times I called I ended up with the same guy (unlucky), I've had this number for 30 years now and really don't want to loose this number.

Should I make a complaint to Skinny or take it straight to TDR? Try again the 3rd time and hope that I can answer all the questions correctly?

xpd

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#3499503 2-Jun-2026 13:55

Complaining to anyone is not going to help.

Use Facebook or other method and explain the situation. But to be fair, they're following policy and procedure, if all it took each time someone said "I cant get into my account", there would be "stolen" accounts all over the show.

Its not their fault if you cannot recall the correct answers.

XPD / Gavin

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#3499504 2-Jun-2026 13:57

Have you tried going via Messaging?
https://www.skinny.co.nz/contact-us

michaelmurfy

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#3499547 2-Jun-2026 16:18

Imagine the flipside to this...

If it were easy to recover passwords and perform a sim swap then you'll have a pretty serious security concern on your hands. You should be thankful it takes effort.

As @xpd states; it's not their fault you've forgotten. I strongly suggest using a password manager going forward.

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enserf

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#3499563 2-Jun-2026 17:35

Sometimes they can be pretty pedantic with the security questions.

I had to verify myself today to a company; one of the questions was my full address.

I said street name number etc., with Stanmore Bay as the suburb and Auckland as the city.

Apparently they had the city as Whangaparaoa- they only let me through after answering a number of other questions about my account correctly.

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#3499564 2-Jun-2026 17:40

@genesis001 Not a TDR problem if you set a PW / PIN you can't remember!

genesis001

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#3499569 2-Jun-2026 18:00

Thanks for all the response, like what @enserf have mentioned, they are pretty pedantic with the security questions, to me the questions are more of a memory test e.g. when did I activated the sim card (it's like 10-15 years ago now), despite proving I pay for the account and can access my account via their online Skinny page, I still failed. It's like they expect you to pass the twelve tasks of Hercules, guess this is what you get for the price you pay.

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Gordy7

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#3499573 2-Jun-2026 18:20

Go to a Spark store.

Gordy

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quickymart

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#3499574 2-Jun-2026 18:22

genesis001:

Thanks for all the response, like what @enserf have mentioned, they are pretty pedantic with the security questions, to me the questions are more of a memory test e.g. when did I activated the sim card (it's like 10-15 years ago now), despite proving I pay for the account and can access my account via their online Skinny page, I still failed. It's like they expect you to pass the twelve tasks of Hercules, guess this is what you get for the price you pay.

Would you rather it was possible for me to call up if I knew your birthday (for example) pretend to be your son and take over your account? I don't think less security is a better option - as pointed out above.

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#3499575 2-Jun-2026 18:35

Gordy7:

Go to a Spark store.

@Gordy absolute unhelpful response 😒 The customer still needs to be verified against the account if over the phone or in store the process does not change

Gordy7

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#3499579 2-Jun-2026 18:45

Linux:

Gordy7:

Go to a Spark store.

@Gordy absolute unhelpful response 😒 The customer still needs to be verified against the account if over the phone or in store the process does not change

@Linux Thanks for your useful feedback.
edit: So there is no chance that Spark can help with the remaining Sim PIN or even a PUK code?

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

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#3499580 2-Jun-2026 18:49

The carriers have really clamped down due to SIM / mobile number hijacking!

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Linux

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#3499594 2-Jun-2026 19:21

@Gordy7 Sorry where does the OP mention it is SIM / PUK code related?

Gordy7

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#3499599 2-Jun-2026 19:38

Linux:

@Gordy7 Sorry where does the OP mention it is SIM / PUK code related?

@Linux The op has loosely linked 3 security attempts with a Sim card before the number is blocked.
As you explicitly point out there is no mention of Sim PIN.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

Linux

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#3499602 2-Jun-2026 19:42

Gordy7:

Linux:

@Gordy7 Sorry where does the OP mention it is SIM / PUK code related?

@Linux The op has loosely linked 3 security attempts with a Sim card before the number is blocked.
As you explicitly point out there is no mention of Sim PIN.

" Long story short, lost the sim card oversea and need to transfer the number to a new sim "

@Gordy7 SIM PIN / PUK are only SIM card related and they have lost the SIM card overseas so I can't see how it is SIM card related or I have got the wrong end of stick

Gordy7

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#3499605 2-Jun-2026 20:00

Gordy7:

Go to a Spark store.

I guess even though Skinny Mobile is a division of Spark New Zealand it may not help the op with his security issue.

https://www.skinny.co.nz/about

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.