The username that was entered may be in the wrong format. Check that you entered both the domain and the username and that they are separated with a backslash “\”, for example if your username that you use to log onto MultiChoice applications and computers is William.Bonney and this account is a South African account, it will be ZA\William.Bonney.

If the format is correct, then username may be incorrect, or the account may be disabled. Only active accounts can be unlocked or have their passwords changed.

If the format is correct and the account is active, the mobile phone number linked to the account may be incorrect or in the wrong format. The mobile number must be in the in the international format, for example +27721234567.