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Why was I asked to provide my PIN as well as using Voice ID?

On some occasions we’ll still ask for your 4-digit PIN or alternative questions as an extra level of security. 

We might also need to ask if we can’t successfully verify your voice. For example, if there’s a lot of background noise, a poor signal or if you talk a bit too quickly or quietly.

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

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