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Forgot security question creates endless loop
GibbsG4
Enthusiast

Hi, trying to get into a verizon account belonging to a family friend with Dementia. We don't know her password or security question. When we follow the links for 'forgot security question,' we receive an email with a link to create a new password. That's great, except when we click next, it wants the answer to the security question that we don't know.

Help?