There are two reasons why this might happen:
1. You have called from a number that’s not registered with us.
2. Your Caller ID is hidden. This means we can’t identify your phone and will ask for your account number and account access code. Your Caller ID is the number that displays when you call someone. If you enable your caller ID we should be able to identify your phone and we won’t need to ask for your access code.
This can happen if you’re calling from a number that belongs to a different account. You could be connected to the wrong person because the local numbers you call aren’t unique to you or your account. Therefore, other users may also be calling the same local numbers. If you call from someone else’s ChilliTalk-registered phone, you could be connected to one of their contacts.
You can view your access number when you log into My Account. It’s displayed under the navigation on each page.
If you need to retrieve your password, select Log In and then click the forgotten password link. Enter the mobile number you registered with us, and we’ll send you an SMS with a code to reset your password.
Alternatively, if you are using our website, you can choose to recover your password by email. Just enter your email address where prompted and we’ll send you a link to reset your password straight away.
If you haven’t received your password reset email, please check your spam/junk folder. Also, make sure the email address you are using is the same as the one you used when you registered with us.
If you continue to experience problems, you can always send a message to customer support.