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charector pin confusion


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 why when have forgot pin does it say make suport ticket when it is a simple isue and not hear from support in over 8 hours? also when trying to reset pin when forgot it  ask to type old pin to get new one ????? the main point for the pin is becuse have forgotten this is ridiculas the whole point for me resetting pin is because it is forgotton????????? and dont want it blocking again for hours, whilst on subject of block why does it take 60 mins befor can work again if forget pasword or email yet forget charector pin there is a huge wopping whole 8 hours befor it works again it makes no sense

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