Ring +44 7576 569444 and the line can send a password reset link to an email address you give it. Until today it could only tell you where to find the reset yourself. The link goes to the mailbox and is useless to anybody who does not already read it, which is why it needs no further check — it gives you nothing the reset link on our sign-in page does not already give any visitor. The line answers the same way whether or not that address has an account with us, so it cannot be used to work out who our customers are.
Nobody at SIMCOAI can read your password. It is held by our sign-in provider as a one-way scramble, and there is no screen, export or support tool anywhere that returns it — not a permission we could grant ourselves if we wanted to. So if you ask us what your password is, the honest answer is that there is nothing to look up, and the line says so rather than pretending to check.
And there is a short list of things it will never do, however convincing the caller. It will not set a new password, turn two-step verification off, remove a passkey or security key, change the email address on an account, or unlock one. Those are exactly what somebody impersonating you would ring up and ask for, so they go to a person who verifies who you are first. That is slower, and it is the same slowness that stops somebody else doing it to your account. Companies far larger than us have been taken apart through a helpful support desk rather than a cracked password.
What changed
The support line can initiate a password reset email instead of only explaining where to request one. The caller then completes the reset using their mailbox, keeping the actual password change outside the phone conversation.
The response is the same whether or not the supplied email has an account. This lets the assistant help with the process without confirming somebody else’s customer status to an unknown caller.
Before and after
Before this update: The automated line could direct a caller to the password reset page, but could not send the reset email on the caller’s request.
With this update: The line can request the email and explain that you must use the link delivered to your mailbox. It cannot look up or read an existing password.
What it means for you
Ask for a reset when you need one, then check the mailbox you use for SIMCOAI and complete the flow there. If your problem concerns account ownership or a security method, ask for the appropriate human help.
The assistant will not set a password, remove a security key, switch off two-step verification, change the account email or unlock an account. Those protections remain in place even when a caller describes an urgent problem.
We will never ask you for a password, a one-time code, a passkey approval you did not start, remote access to your computer, or card details — on our line or on any call we make to you. If somebody does, it is not us: end the call and ring the number above. Your Security page now lists this too, next to the settings it applies to. How account security works