I spent more than 1 hour to reset the PIN for my Krisflyer account. I called the call center more than 5 times and got the assistance of the staff who was helpful and patient.
However, the website behaved erratically and baffled me and the staff. The problem with the website was worsened by the "security measures" introduced to "protect the interest of the customer". Actually, these measures were not necessary and made the website difficult to use. It also made it difficult to change the PIN. Some of these measures are:
a) freeze the login for 24 hours after 3 wrong entry of the PIN
b) verify the date of birth and IC (when the server record was wrong)
c) require the new PIN to be activated within 1 hour of being sent.
d) the website showed different information to me and to the staff who was assisting me.
The staff sent me a total of 4 new PINs to login after the earlier PINs did not work.
This video shows about 5 minutes of the 1 hour episode.
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