Just a reminder – when you reset a PIN it will become identical to the barcode, including the CUX…..D. When logging into My Account, it won’t matter whether they use upper or lower case for the CUX – D letters. It might pay to demonstrate to the borrower and check the success of the reset in the process as sometimes we’ve had to do a double reset to get it to work.
Depending on the speed of the network at the time you are resetting a PIN, it can take a minute for the reset value to take effect i.e. you may be going too fast for the system. When in doubt, wait a few seconds before using the reset PIN.