Why Is a Client’s Code or PIN Not Working?

Clients may report that their code or PIN is not working when they are using an outdated access code or calling an old phone number.

Common cause

Many legacy CLI clients are attempting to use old access codes or are calling an outdated phone number.

Information to gather

• The phone number the client is calling
• The PIN or code being entered
• The client name or account

Troubleshooting steps

1. Ask the client for the exact phone number they are calling.
2. Ask for the PIN or code they are using.
3. Compare both against the account setup.
4. Verify that they are using current Boost instructions.
5. Offer to resend user instructions.

If the request comes via email

• Send current user instructions.
• Confirm the phone number and PIN in writing.

If the request comes via phone

• Verify the phone number and PIN.
• Offer to email updated instructions.

Additional verification

If the client confirms they are using the correct number and PIN:

1. Test the number and PIN yourself.
2. Attempt to connect as a user would.

If the test call works

• The issue likely occurred on the client side.
• Resend instructions if needed.

If the test call fails

Escalate to:

• Taylor Zeitlin
• Meg Ruthenburg