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Why didn’t my Voice ID work when I called in?

The following factors may impact our ability to verify your voice:

  • Too much background noise
  • Talking too quickly
  • Poor mobile signal

To ensure that your Voice ID works each time, it’s best to make sure you’re in a quiet location with good signal, and that you speak clearly.

And don’t worry if we’re unable to verify your voiceprint – you can still access your account information. We’ll simply ask you for your 4-digit PIN or alternative security questions.

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