Although the 4-digit PIN is not mandatory, we strongly recommend that you set up one to strengthen your account privacy and ease your authentication process whenever you call 101. For customers without a PIN, a set of questions will be asked by our service representatives to authenticate the caller, as is the ongoing practice.

When calling 101, customers who don’t have a PIN will be invited to set up one of their choice. The PIN will be selected for the account number the customer is calling from. To create a PIN for an account number, you will need to call from that number. Each time you create a PIN, a confirmation SMS will be sent to the specific mobile number and your registered e-Bill email address.

On all your calls to 101, you will be prompted to enter a 4-digit PIN. Once done, our system will validate your PIN and route you to one of our 101 service representatives.

You will be prompted twice to enter your 4-digit PIN; in case of a wrong entry or if you’ve simply forgotten it, you will be routed to one of our 101 service representatives who will help you reset the PIN.

Each account will need a PIN; you can decide to select the same PIN for all of them or have different PINs. Some users may have a PIN for their personal mobile account and a different one for their eLife account that they can share with their household. It is up to you to decide.

Your PIN is private; we strongly recommend you do not share your PIN unless you want to authorise someone from your household to have access to your e& account through 101.

The 4-digit PIN will not have an expiry date, however, as a security measure, a new PIN will be required in case of an account ownership transfer or a SIM replacement request. We do however recommend as a good practice to periodically change your PIN as an additional safety precaution.